“We were late in responding to you, and we treated individual customers differently, and for that, we’re sorry.”
In a statement delivered live via its Facebook page moments ago, Maxis CEO Morten Lundal has apologised to Malaysians over recent developments, while promising significantly improved MaxisONE plan offerings later this month.
Here’s the full statement:
Lundal touched on several aspects that have irked Maxis customers in recent months, especially regarding the company’s failure to catch up with other competitors in offering postpaid plans with larger data quotas.
“Very recently, the market has moved on, focused on providing more data. We had 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 tailored plans offered to them. This had angered some of you, and it also doesn’t fit with our company’s commitment to fairness and transparency.
We were late in responding to you, and we treated individual customers differently, and for that, we’re sorry.”
As a result of this, the company will accelerate the launch of its new MaxisONE plans, as well as offer all existing MaxisONE subscribers 3GB of free data from next week.
Dushyan Vaithiyanathan, head of consumer business at Maxis, also announced that all MaxisONE customers will be automatically upgraded to “much higher data quotas” for the same price. For example, MaxisONE customers on 1GB data (RM98/month) will now get 5GB, while those on 3GB (RM128/month) will get 8GB. These changes will also apply to MaxisONE Business customers.
Dushyan also promised that the company will be announcing new features to allow ONEplan customers “to do a lot more with their data” on Maxis networks.
However, these enhanced plans will only be available later this month.
Until then, Maxis is promising 3GB of free data to all current MaxisONE customers, starting next week (14 April 2016).