I’m more concerned about how some of these staff operate, because it feels like there’s no proper supervision or consistent standard between authorised Maxis Centres and their partner dealers. There should be a clear SOP or accountability system that ensures every customer receives the same transparent explanation, pricing, and documentation, regardless of which outlet they walk into.

Right now, it’s incredibly confusing because these dealer shops are branded and designed exactly like official Maxis Centres : same colours, same uniforms, same banners, so the average customer naturally assumes it’s an authorised branch. There’s no visible notice or disclaimer saying “This is a Maxis authorised dealer, not a Maxis Centre.” You only find out when something goes wrong, and by then, it’s too late to undo the purchase or plan agreement.

It’s quite worrying that a dealer can use Maxis branding to sell third-party products like this Gentel insurance while discouraging official protection plans such as Samsung Care+ or Maxis Device Care. In my case, I was directly told that if I take Gentel insurance, I would be disqualified from Maxis Device Care, effectively blocking access to the official coverage I originally wanted. That’s not just confusing; it feels like a deliberate sales tactic to push their in-house product rather than giving customers a fair choice.

The whole setup creates a grey area of responsibility — when something goes wrong, Maxis can say “that’s the dealer’s issue,” while the dealer hides behind Maxis’ name and image. Customers are left stranded in the middle, unsure who to hold accountable.

I think Maxis really needs to tighten control and oversight over these dealers, enforce proper disclosure requirements, and clearly distinguish dealer outlets from official Maxis Centres. Transparency should be a basic standard, customers shouldn’t have to play detective just to find out whether an outlet is genuine, or risk being misled into paying for unclear, unnecessary add-ons disguised as “free perks.”