Buying an iPhone 4 from Maxis

I am already a Maxis customer of many years. Several times in the past I have considered shifting to DiGi, especially when they offered an option of keeping the same number while switching mobile network operator. And yet I stuck with Maxis – not for the service mind you, nor for the best price deals – but for the quality and vastness of coverage. Hence, I have briefly considered buying an iPhone 4 from DiGi but finally have narrowed down to choosing between buying it from Maxis or from Apple directly.

Money Value

The deal is such that

a) you still have to pay for the phone – albeit at a reduced price. The reduced price is calculated based on a few factors: type of iPhone 4, number of months you are willing to commit, monthly payment you are comfortable with; and

b) you commit to using Maxis for certain number of months – 12 or 24 – under a specific package. This can’t be changed till the end of the commitment period.

Now, my current plan is such that I pay about rm85 for my local calls and sms. My talk time is averaging around 450 minutes per months and number of sms is around 300. I also pay for my Internet access – rm 58 for 500MB. Hence, my expenses (exclusing IDD calls) are 85 + 58  = rm143

Looking at this information I was attracted by the iValue Plan 2. You are committed to paying rm155 monthly. At this price you are entitled to 600 minutes talk time to any local number and 2G of Internet. You are also entitled to 400 smsand 40 mms to any other Maxis numbers. So far – a better value and the monthly fee is rm12 higher than what I an averaging now.

Under this plan – iValue 2 – you are entitled to buying an iPhone 4 at rm990  whereby the market price is 2245.

Buying Experience

This is not necessary the best highlight. Apple/Maxis duo is practicing the scarcity marketing. Which implies that each outlet receives 10-15 iPhones daily and they are sold on first-come-first-served basis within the first 5-10 minutes. This brings us to the situation whereby people have to show up at the outlet up to 30 minutes prior to iPhone delivery /outlet’s opening and rush in for the number when the “go ahead” is given. Prior ordering is possible but you will have to wait for 3-4 working days and then collect your iPhone at KL Sentral outlet only. Bummer. Perhaps it is fun for someone, but for the rest of us busy as hell practical people – this kinda sucks.

Payment

The above mentioned deal is no doubt good. However, there were a couple of hick-ups at the point of purchasing. First the Maxis sales staff told me that I have to pay rm1000 deposit for the iPhone that will be returned to be when the contract is over in 24 months. This didn’t make sense because as an expat I already have made a deposit of rm1300 when I registered in Maxis line. The staff insisted that I still have to top up another 1 grand to my deposit. And only when I asked to speak to the manager, who had more common sense, the situation was resolved and I was told that no extra deposit is necessary. So don’t cave in, peeps! Stand by what you think is right.By the way the entire incident nearly costed me my place in the queue which would have meant I would have to come back another day. They ran out of stock right after I finally took my number.

Another surprise followed when I was asked to pay not just rm990 for the phone but additional rm620 being advance payment of my monthly bill for the next 4.5 months. Well, it actually means that I don’t have to worry about my bill for the next 4-5 months. But still there is no logical reason for them to ask people to cough up rm620 for prepayment when there is a deposit in place. They also should make it known from the beginning and not ask for extra payment when you are half way through at the counter.

SIM card

Last but not least. After buying the phone I was directed to technical specialist. To my question – is there anything I need to know specifically about switching from iPhone 3 to iPhone 4 – he replied that it is pretty straight forward and I should be able to transfer all my apps and data via iTunes. With this I went back. And then at home – surprise! – realized that normal SIM card does not fit into the iPhone 4 as the slot is much smaller. Called Maxis and they confirmed that I need to get a micro SIM card. What is beyond my understanding is why wait for the frustrated customer to call from home and not share this precious info while the customer is at the outlet?! They offered 2 solutions: to wait for 5 days while they send me the SIM card by post or to drag my miserable ass to Maxis centre for the 3rd time on that day. I chose the latter coz it was just to frustrating to stare at my new iPhone and not be able to use it.

Happy end

That’s all folks. Loving my new iPhone 4 by the way. But the technical detail I will leave to technical folk to review. In this blog I am all about customer service experience.