Skip to main content

Malaysia blogger discovers major glitch in Maxis online billing platform that accesses random accounts

When blogger Arysan decided to access his phone bill online, he discovered a major glitch in the telco’s online platform that led him to random accounts of other subscribers whenever he logged into his account.

Wrote Arysan,

So today, i was logging in my maxis account and i found that it has logged me on a different account. And each time i logout, and re-login, it will bring me to another new account. And i’ve been seeing other people’s emails and telephone number and also be able to browse their phonebook that they backed up with maxis. THIS IS A HUGEEEEE breach of privacy. I tweeted about it and got re-tweeted by some of influential people. And later got a phone call by Caroline (their social media rep i think) demanding me to remove my screenshot due to privacy. Ok, i admit that i screenshot the phone number and email without masking it, so fine, my bad. I will now re-post the screenshot whilst masking some part of the number and names k?

Instead of calling a spade a spade, Maxis decided to hoodwink the blogger by responding that he has accessed a test account and the details found was not a valid Maxis account holder.

From Arysan,

Maxis doing a damage control and replied:

“MaxisListens: @arsyan @demonick As a result, customers who logged in to the portal were able to see a TEST A/C which was not a valid Maxis cust’s profile.”

But as you know, bloggers are quite the inquisitive sort. So Arysan decided to send the “test account” an sms and it turned out that what Maxis said was not true.

Image from

Social media moral lesson of the day – Double check you replies on social media or it will come back to haunt you.

From a brand’s perspective, it can be quite a nuisance to see a blogger finding a major glitch in your online services that could put a dent on the brand’s reputation. But taking on the blogger with a lie isn’t a solution. Maybe it was a lie but the social media respondent was misinformed.

So how should have Maxis respond?

First of all, the glitch, if left unreported or unblogged, could have resulted in more personal accounts being accessed by unknown parties. The blogger was, in fact, doing Maxis a service.

Maxis should have thank the blogger to spotting this and inform the blogger that a team has been put in place to remove this glitch.

Maxis should have also taken the role to provide the blogger with updates of the team progress.

Next, once the glitch has been fixed, Maxis could have inform the blogger about it and also thanked him with a reward for noticing the bug and for alerting them.

From a PR perspective, Maxis should send out a release, apologising for the glitch, highlight the steps that have been taken to prevent the glitch and the remedies to ensure that such a glitch would not happen again.

Dealing with a crisis created by a blogger is no different from how you should handle a crisis with the media. After all, the blogger is the public in public relations.


Popular posts from this blog

Why is Ramly Burger banned in Singapore?

Yahoo Singapore ran an article of the Ramly Burger by highlighting that it is ban in Singapore.

Yet, the writer from Makansutra failed to address the most important issue of why the Ramly meat patty is banned in Singapore.

A search online easily did highlight that the famous Malaysian meat patty is banned by the AVA but didn't go into details.

Wrote Arlina Arshad for The Straits Times in January 2004,

"But the importing of beef and beef products from Malaysia is not permitted, said theAgri-Food and Veterinary Authority (AVA).

Selling and supplying them without a permit is also an offence, and offenders can befined as much as $50,000 or jailed two years, or both, said the AVA."

In May of the same year, another article highlighted that a man was even charged in court for "smuggling" the Ramly burger in 2004.

"The AVA said that meat products processed in Malaysian food factories which it had notapproved were banned here.Suzali was yesterday jailed for four month…

Those Who Gamble Online Have Poorest Control - NCG Survey In 2012

Singapore will soon exempt local operators, Singapore Pools and Turf Club, from online gambling ban and the sites will be ready in November 2016.

Ministry of Home Affairs explained that a complete ban on remote gambling drives demand and activities underground, and may create larger incentives for criminal syndicates to target Singapore."

Yet in a 2012 survey by the National Council on Problem Gambling (NCG) found that those who gamble online have the poorest control.

For those who indulged in online gambling, 30.4% said they gambled for a longer period than they planned to, 33.3% gambled with more money than they planned and 29.2% gambled more frequently they planned to. 
Will launching the online gambling sites be like opening a Pandora Box that will create more issues in the future?

A Very Small Chicken Or An Oversized Popcorn Chicken?

Kentucky Fried Chicken (KFC) Singapore Facebook Page recently received a complaint of the size of the chicken being served at KFC.

Barnabas Ng took a photo of his chicken from KFC which showed it to be almost the size of the KFC small container. It also looked like a an oversize popcorn chicken.

Wrote Barnabas,

"Hi KFC, is this your new standard size for a chicken? I order 3 piece meal and 2 pieces including this so called original recipe chicken is smaller than the size of the cap of ur small mash potato.

Have you guys try to cut cost so much that you are offering half a size chicken pieces for a full price meal? It is just getting from bad to worse"

KFC Singapore did reply to Barnabas for him to PM his mobile number but Barnabas has yet to receive any calls from KFC Singapore, as of this posting.

Maybe chickens are also shrinking with the current climate change?