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Howard Lee 李存孝
Maxis representatives from Kuala Lumpur came to my office today to put forth their proposed solution for the Biz 68 plan.
During our meeting today, after a great deal of effort on the part of my office as well as Maxis, I was informed that for those who are still on Biz 68 plan contract, Maxis is offering an increased quota of a total 24GB until the contract expires. Meaning, when you reach 24GB (20GB + 4GB), you will experience speed reduction based on the Fair Usage Policy (FUP) mechanism.
I was presented with evidence and information on the fact that there has indeed ALWAYS been a 3GB speed cap on the Biz68, with a fair usage policy (FUP) of a speed cap as soon as the allocated data of 3GB is exceeded. They subsequently increased the quota to 4GB due to feedback and a customer data usage survey. However, this speed reduction was not implemented only until recently as part of their efforts to streamline their data propositions, to ensure more subscribers get a better online experience.
I am convinced and is satisfied that what they presented me is indeed genuine. However I expressed on both occasions of us meeting that a great deal has to be done to monitor and audit ‘agents’ and ‘resellers’ on the frontline who whether in purpose of carelessly withhold information on key points such as the speed cap, data quota and the FUP. I also added sternly that the accountability cannot be pushed to the resellers and agents. They agreed, which is why Maxis has been forthcoming in together working on a solution with me.
They did however, stress that that upon expiry of your contract, the quota upgrade of 20GB will no longer be applicable. You may then choose another data plan that suits your needs, or punish Maxis by choosing better or other packages offered by other Telco operators.
My research on the subject also enlightened me that Fair usage policy (FUP), is indeed a globally accepted practice, which helps battle illegal practices such as film and music piracy activities, which I have come to realise through my own research, is indeed one of the uses of some of the subscribers and abusers of the biz68 plan.
However, I was informed that due to system enhancements that is required, this facility will not be effective until 28 March 2014. I voiced my protestations, though Maxis was apologetic in stating that due to technical reasons, they are unable to make the changes immediately. They have assured me that they are placing the rectification of this as their TOP PRIORITY. I have no choice but to accept.
I believe, though not perfect, this is a solution.
I’d like to stress that the abovementioned offer is not applicable to non-contract customers. Once again, especially for those who have been loyal to Maxis, this is perhaps the right time to revisit your commitment with them and seek a better offer. I have been told however that individual cases will be dealt with individually. Maxis is willing and able to come to a solution most suitable for your individual needs. BUT I STRESS THAT YOU HAVE EVERY RIGHT TO PUNISH MAXIS FOR NOT RECIPROCATING YOUR LOYALTY.
'NEGOTIATING' with the largest TelCO in Malaysia all by myself has not been the easiest thing. I will give credit where it is due, Maxis reps have been very reasonable and courteous. I have done my level best to ensure that your concerns have been addressed in the best possible manner, and I hope that, even if Maxis’ solution may be satisfactory to some and disappointing to other, my efforts have not disappointed you.
I have after all done my very best.
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发表于 3-3-2014 05:49 PM
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