Maxis has had a turbulent few weeks. Without delving into details, unhappy customers have voiced their displeasure over allegedly unfair treatment by Maxis. The issue became the most talked about over social media of late.
We’ve heard stories of customers porting to other telcos (some long time customers), and many openly voicing their unhappiness.
After an official statement a week ago, the issue took a turn for the worse. For a brand that takes pride in its customer service, the response wasn’t quite what customers expected. Maxis has kept mum since.
In an internal memo to his staff over Yammer earlier, Maxis CEO Morten Lundal cited, “…we’ve been appearing all over social media for the wrong reasons lately. As employees, I’m sure you’ve been dragged into this topic by your family and friends, and you may or may not have known how to respond.”
And yes, if I was a Maxis staff, I wouldn’t know how to cope with what has transpired over the past week or so.
So, today, Morten together with Dushyan Vaithaiyanthan, Maxis Head of Consumer Business, will be delivering a message to Maxis customers on its official Facebook page via Facebook Live, at 3PM.
As a long-standing Maxis customer of 20 years, I am optimistic that it will be something positive, for both customer and for the brand. Just so you know, I’m on the MaxisONE 188 plan, and additionally, have a 10Mbps Maxis Home Broadband subscription.
If you’re a Maxis customer old and new, do tune in.
This is going to be interesting.