One of the factors that make a social media marketing campaign fail is a company quality of technical and customer support doesn't match with what the company has promised on social media.

Maxis is one of the great examples which I am going to use as case study.

I stay in Cheras, Kuala Lumpur. I have been using Maxis for more than 10 years. Previously, I had great confidence in Maxis but these few years they do provide very bad quality of technical and customer support. Kindly look at the video below.

As you can see at the video, 7 out of 10 calls that I made were error connections. That video was recorded at November 2010. After one year, the problem get serious. Below is 2011 video

The connection problem has been dragged for almost a year. Each time they told me they solve it, after few weeks the problem came back again. I called to request technical support to check my area, almost one year, they refuse to send anyone.

Below is my Maxis Broadband connection signal.

Click the image to enlarge

Each time when I tried to call Maxis to solve the problem. Here are the 3 phrases that I get:

Each time when I tried to call Maxis to solve the problem, here are the 3 phrases that I always get:

- I am sorry and I understand your situation. (No, they don't feel sorry and understand my situation, otherwise they won't drag for almost one year)
- We have created a report to our technical department; they will look at the issue. (I am wondering how they check the issue until even almost one year, the problem still not solved yet)
- We are sorry, we can't guarantee the result. (Since so many 7 working days, they can't promise even one 7 working days can produce result?)

They are well-trainined customer support, all they know is memorize the script and keep repeating the same script to their customers.

If you don't believe it, check the tweets below

For each time I report, Maxis needs 7 working days to solve the problem. The longest period that they needed was one month, but after one month, the signal was actually even poor. Until today, they are still not yet solving the problem. So, why would I wait for another 7 working days if there is no guarantee result? (The last call that I received from Maxis asked me to wait for ANOTHER 7 WORKING DAYS)

They use Twitter and Facebook to give support, but the question is they keep breaking promise. As you can read the Facebook Page, they are a lot of people complain about Maxis, please click here to read. Maxis, how many 7 working days I have to wait for? Maybe because I am only one user and Maxis is a big company, they don't mind to lose me as their customers...

If you want fail your social media marketing campaign, learn from Maxis.

For your information, I have tried Celcom and Digi, they are the same.