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Maxis Forum Home > Customer Service > Customer Service
 
Topic: Smartphone Protection Plan
 
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William Ng
Level 0
Posted: 18 Jan, 2013 :  12:42:33 AM
 
Last month I have purchase a Samsung Galaxy Note 2 from your Selayang outlet and I opted for the smartphone protection program which I am paying MAXIS RM31/month. With it came a data protection plan which all I needed to do was download the McAfee App developed by Wavesecure and have my device registered to it. I soon found out that the app was only valid for a 7-day trial period and I am required to pay a sum of USD19.99 to enjoy its full benefit. When I called up Maxis Call Centre, both reps which I spoke to on separate occasion (I don't even wanna go there as to why I had to call twice) and they didn't know how this data protection plan works. Can't believe I had to explain to them about a program they were offering to me. It was until later that I was advised to send an email to mms@tecprotec.com.my giving them my name and number for them to verify and send me a license code to activate the app without additional charges. Had some trouble reaching them by email so I decided to call their hotline (which was provided wrongly by the first telephonist I spoke to). Well, the representative Nadia at Tecprotec first told me that she will ensure that the code were to be sent to my email within the hour. Guess what, I received an email from her requesting that I must first send in my particulars via email again to mms@tecprotec.com.my I was pretty annoyed as Nadia said she will handle it from there after my tele-conversation with her. Nevermind, I then did what she requested but it has been already 3 days with 3 separate email follow-ups from me to beg them for the code but til now there is still no reply. I have given tecprotec a deadline by tomorrow, can someone provide me with an email address of Maxis Customer Service so I can copy the next correspondence to the appropriate channel.

Regards,

William Ng
 
Fini
Maxis Helper
Level 2
Posted: 21 Jan, 2013 :  5:49:03 PM
 
quote:
Originally posted by William Ng

Last month I have purchase a Samsung Galaxy Note 2 from your Selayang outlet and I opted for the smartphone protection program which I am paying MAXIS RM31/month. With it came a data protection plan which all I needed to do was download the McAfee App developed by Wavesecure and have my device registered to it. I soon found out that the app was only valid for a 7-day trial period and I am required to pay a sum of USD19.99 to enjoy its full benefit. When I called up Maxis Call Centre, both reps which I spoke to on separate occasion (I don't even wanna go there as to why I had to call twice) and they didn't know how this data protection plan works. Can't believe I had to explain to them about a program they were offering to me. It was until later that I was advised to send an email to mms@tecprotec.com.my giving them my name and number for them to verify and send me a license code to activate the app without additional charges. Had some trouble reaching them by email so I decided to call their hotline (which was provided wrongly by the first telephonist I spoke to). Well, the representative Nadia at Tecprotec first told me that she will ensure that the code were to be sent to my email within the hour. Guess what, I received an email from her requesting that I must first send in my particulars via email again to mms@tecprotec.com.my I was pretty annoyed as Nadia said she will handle it from there after my tele-conversation with her. Nevermind, I then did what she requested but it has been already 3 days with 3 separate email follow-ups from me to beg them for the code but til now there is still no reply. I have given tecprotec a deadline by tomorrow, can someone provide me with an email address of Maxis Customer Service so I can copy the next correspondence to the appropriate channel.

Regards,

William Ng


Hi William Ng,

You may email to us via this link http://www.maxis.com.my/help/feedback_consumer.asp or alternatively our email address would be customercare@maxis.com.my

Thank you.




 
William Ng
Level 0
Posted: 22 Jan, 2013 :  12:38:35 AM
 
Case closed. Tecprotec had somebody call me and settled d problem in hand last weekend. Am disappointed with d respond timing for both tecprotec and maxis on this matter.
 
Subben
Maxis Helper
Level 2
Posted: 24 Jan, 2013 :  7:10:05 PM
 
quote:
Originally posted by William Ng

Case closed. Tecprotec had somebody call me and settled d problem in hand last weekend. Am disappointed with d respond timing for both tecprotec and maxis on this matter.


Hi William Ng,


It's been a pleasure talking to you and we are glad that your issue has been resolved.

Kindly get in touch with us should you require further assistance.


Thank you.

 
 
 
 
 
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