Tuesday, 12 May 2009

MAXIS CHRONICLE (Part 2)

Maxis-berry is exasperating (Part 2)


After various calls made to Maxis 123 for my BB update, on 4 May 2009, Ms Tang finally called at 5pm. "I managed to get for you a temporary Blackberry Bold" she said and then added "You can collect it tomorrow on Tuesday 5 May 2009, but I will call you once the temporary set is ready for collection". I was not amazed as I had paid for a virgin BB. I asked when can I get the new BB? She raised her tone and said she did her best to get me a temporary BB BOLD. "Not many people can get the same BB BOLD as a temporary set and some customer cannot even get any temporary set at all. I should appreciate that." she claimed.


Frantically, I asked again, "When can I expect to get my new BB? There must be a given period…" She too was getting annoyed with me and said she does not know! "It is up to the vendor. When you returned the your BB, Maxis will send the BB back to the vendor whom will then send it to Canada. Once the sick BB is in Canada, only then will they initiate a replacement!!!" Ms Tang exclaimed. I said this is ridiculous and hang up.


I was restless without my emails being delivered instantly through my device. I was handicapped without the Blackberry MS Dictionary, Facebook, Twitter, Google, Yahoo, MSN chats. I called Maxis 123 early on 5 May 2009 to inquire if the temporary set is ready for collection. I was too frustrated akin of a broken heart. Ms Tang called and informed the temporary BB is ready for collection. I immediately went to Maxis KLCC, took a Q number, waited for 15 minutes before being attended by Ms Tang….. again. But this time she was friendlier!


I was introduced to the temporary BB (BBT). BBT looked overused. She was not pretty and had scar all over her face. Her tit was loose and her skin was sticky. In desperation, I accepted her and after 1 hour, BBT had all my details whilst my sick BB memory was completely erased. I asked Ms Tang again, when can I expect to get my new BB? She said it depends on the customer service officer (Her!). If the customer service officer followed up and push the vendor, then the replacement set can be faster. She smiled expecting me to be nicer to her. She assured me she will pressure the vendor for me and expedite my request but then she cannot commit any time-frame. Company Policy? I felt numb.... and dumb.


I was disgusted with BBT and only used her when I am in need…. mostly for reading emails. I will reply emails, Facebook'ing, chat and write blogs & book with my X61 Lenovo notebook. All were otherwise done by my BB. I cannot get use to the BBT loose tit.


I called Maxis 123 every day since then. I will call as early as 7am and even as late as 11pm daily. The respond time was less than a minute. Maxis 123 Call Centre is the best and the most efficient call centre that I have dealt with. I spoke to at least 7 different call centre operators and they were all very friendly and cooperative. When I informed my Job Sheet no 1865 and inquire for an update, there was no update in the system. The call centre requires feedback from Maxis @ KLCC. I was put-on-hold while the operator called Ms Tang @ KLCC without success and had to repeatedly email Ms Tang to return my call… I never received any calls!


Frustrated, I decided to email Ms Tang at ltang@maxis.com.my direct. I emailed Ms Tang daily from 5 May 2009 for my replacement BB update. My email too was never replied.


After various calls made to Maxis 123, and many emails sent to Ms Tang for 6 days without any reply or returned call, on 11 May 2009, Ms Tang finally called me at 5:00pm. I thought I was dreaming. Upon hearing a lady's voice saying she is Li Yien (Ms Tang) from Maxis, my heart skipped a beat akin of receiving a call from a long lost girlfriend. I was in heaven. Ms Tang said, there is still NO RESPONSE from the VENDOR….!! I was not mad nor was I in any temperament but I was really delighted. I am finally attended after various calls made and emails sent. Ms Tang continued and said that she will email to get Maxis management approval to bypass the vendor and get a new replacement set from Maxis stock. I quickly interrupt her. I said its okay, thank you for calling and please tell me the outcome. Happiness was me. It is complicated but that call made my day.


Shortly, 10 minutes later, Ms Tang called again and said the vendor (not the management) had finally approved a new BB for me and I should be able to collect them tomorrow 12 May 2009!! God must have forgiven my sin for cheating on Nokia. I was speechless! Happiness was an understatement! I quickly fantasize the feel, look and the service of my new virgin. I smiled, short of saying goodbye to the scarred and overused BBT.


On 12 May 2009, Maxis called and said my virgin BB is ready for me. Happily, I said thank you and I will be there by 2pm! I was asked to see Ms Mahaya. I arrived at Maxis KLCC at 1:45pm with a mix feeling.. nervous, excited, happy…………


I was greeted by Ms Mahaya who was surprised of my over-punctuality. She escorted me to a quiet room where my virgin BB was waiting. I walked slowly towards the room and was greeted by an old friend Zulkhairi Dato Zulkifli whom recognised and remembered my name on the system. I first met Zul when he was in charge of Maxis TTDI. Zul is now the Head at Maxis KLCC. He prompted and asked why I never called him when I had any problem with Maxis. He is always ever helpful. Zul pampered me when he was at Maxis TTDI that I never had to Q and resolved any problem instantly. I was delighted to meet Zul. Zul was furious to learn of my predicament especially at his centre. He called his data specialists, managers and introduced them to me reminding them to pay extra attention to customer service. Zul introduced me to his best Blackberry specialist KEN (transferred from Maxis @ KLCC to Maxis @ Garden) and asked me to call KEN direct if my BB is back in tantrum. He then called Ms Tang and asked Ms Tang to apologize. I was rather….. shy and embarrassed. I only wanted my BB.


In less than 20 minutes (from previously more than 1 hour) Ms Mahaya erased BBT memory and introduced me to the new virgin. I was back in love with my new BB.


I am thankful to Zul for his assistant. The whole Maxis episode would have been sweeter if there was a KPI for any response time to any calls/inquiries made or emails sent and especially, a fix period committed by the maxis vendor WHITE SOLUTION for any repair or replacement set! 12 days for a replacement set? 3 new Blackbery Bold in less than 6 months? 5 sour experiences with Blackberry (8707G, new bold, 1st replacement set, temporary set, latest replacement) ACCEPTABLE?


My BB lost her virgin with this Blog….. it was indeed a happy ending.....! multiple orgasm...? ;-)

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1 comment:

  1. armin,
    i heard other businesses at putrajaya also have problem with perbadanan putrajaya.
    perhaps you should form a business community association at Putrajaya. if they continue to be like this ma susah mau cari makan la

    ReplyDelete

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