It takes balls to admit you’re wrong, and tell your customers you mucked up and you were slow to deliver better service. And it takes courage to go in the open to say “sorry.” It’s commendable to listen and provide a solution. And I think, Maxis CEO Morten Lundal did just that today.
In his short announcement together with Dushyan Vaithaiyanthan, Maxis Head of Consumer Business, Morten said sorry to Maxis customers, and revealed upcoming enhanced MaxisONE plans for existing and new customers.
If you missed the video, you can catch here. Also, here’s the full official transcript.
Morten:
Hi, I am Morten, CEO of Maxis. With me is Dushyan, Head of Consumer Business. We want to talk to you about some updates on our MaxisONE Plan.We are committed to listen well to customers, not just to surveys and big numbers, but to individual customers. Lately, our call center and social media have been alive with many negative opinions on Maxis. Of course this has concerned us.
We have always been focused on offering unique products that excite people and we were the first to offer unlimited voice/sms, guarantees for zero bill shocks, and worry free roaming and free basic internet.
But very recently the markets have moved on, focused on providing much more data. We have been preparing our own offerings but we have taken too much time because we wanted to add more great features than just more data.
While we were developing these new plans, some individual customers had special plans offered to them. This has angered some of you and it also doesn’t fit with our company’s commitment to fairness and transparency.
So, we were late in responding to you, and we treated individual customers differently and for that, we’re sorry
But we’re very excited about what we are doing now.
Dushyan:
We will actually be launching our upgraded plans later this month, but I would like to now announce that all our existing One Plan customers will be automatically upgraded to much higher data quotas, and we mean MUCH HIGHER for the same price. For example, our MaxisONE customers with 1GB now will move to 5GB and customers with 3GB will now get 8GB. Unlike many other new plans in the market, we are not limiting these benefits to new customers but to all MaxisOne customers.In addition to these quota upgrades, we will also be announcing further innovations that will enable our customers to do a lot more with their data on our network.
Similar changes will also happen to our Maxis One Business customers.
This enhanced plan will be available later this month, but to tide you over until then, all principal One plan customers will benefit from enjoying free 3GB starting next week.Morten:
We’ll remain focused on our priorities, the best network, great customer service and great value and we will be even better and quicker to deliver on this from now on. But finally, now with our new plans, there has never been a better time to be with Maxis.Thanks you for listening. Now, we’ll get back to work. Bye for now.
For more about the announcement and new plans, click here.
