Leo’s travel journal

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The epitome of bad customer service… Part 2

with 3 comments

Received this e-mail in my inbox…

Dear Mr Leonard Lee,

Thank you for your e-mail 06 April 2007 and trust that the subsequent discussion we had has gone some way to address the feedback that you raised. Please find our responses as per below:

1) External Content Provider
We have checked through the statement dated 24 March 2007 and confirmed that you had been charged on External Content Provider for 012 XXXXXXX with a short code of 32180. Rest assured we have unsubscribed from this short code as of today.

Mobile 365 Asia Sdn Bhd is one of the External Content Providers (ECP) who provides the SMS services to their customers, amongst others, Maxis users. The services rendered may differ, ranging from online contest, voting, hot tips and gaming results taken from advertisements in magazines, newspapers or television and the charges can be a one time charge per SMS sent or done via a single subscription.

We have also credited RM0.32 cents (including government tax of 5%) into your account. This credit will reflect in the next forthcoming bill dated 24 April 2007.

2. Roaming Service
We do have Roaming Service available in Germany, Latvia and Poland. Please find the network operators that Maxis has roaming agreement by country as per below:

GERMANY – VODAFONE D2, 02 (Germany) Gmbh & Co, E-Plus and T-Mobile
LATVIA – LMT and TELE2
POLAND – ERA GSM and PRK Centertel

3. Maxis One Club (MOC)
This MOC card status was tagged to your account today. We have made the arrangement with the relevant department to send the card via mail by end of this week.

We wish to also thank you for your feedback on dissatisfactory services that you have experienced. It is through such comments that we are able to monitor our services and keep abreast of our customer’s expectations.

Mr Leonard Lee, we hope the above information helps to clarify your concerns and at the same time we would like apologize for any inconvenience caused to you.

Thank you once again and we look forward to your continued support.

Well well… How now?

Written by Leo

18 April 2007 at 4:34

Posted in Bad Service

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3 Responses

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  1. A lot of ppl have been complaining about the ECP thingy.Some of the cust kena deducted Rm 4 per sms and no refund were given. =(

    Ellone

    18 April 2007 at 9:03

    Reply

  2. i got charged every month for the ECP thingy too. i think i wanna start sending mails to them also lah 😛

    Julie

    18 April 2007 at 9:54

    Reply

  3. ah… well if they didn’t refund even 10 cents to me i’d really storm into maxis centre and make a scene. in principle, i don’t pay for things i don’t use… =)julie: you should, put everything in writing instead of just calling them and shouting. it works hehehe see!

    leo

    18 April 2007 at 13:24

    Reply

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