Customer feedback is so important to us in order to improve your experience with Ncell. Special thanks to Shekhar; we changed our procedure accordingly and we got also you BlackBerry working:) The incompatibility problem was caused by the handset manufacture's (RIM in Canada) global error in the system. Now it is fixed. To have a positive end of the Dashain celebrations, one genuine and so heart warming letter from one of our customers, please:
When I asked for more explanation about the difference of these two companies, I got to know that NTC is run by the government, whereas Mero Mobile was a private company. I also got to know that I had to wait at least a month in order to get a phone number from NTC, whereas Mero Mobile sim card was available to buy and use immediately. I had to pay my monthly bills at NTC office, whereas I could increase my balance by buying a top-up card and activate it immediately. So I had enough information to make my decision.
The next day I got a phone call by a person who spoke with me in my language (Azeri & Russian). He introduced himself as a distributor for Mero Mobile and offered me any other help that I may require from Mero Mobile. I felt so touched by this gesture of goodwill. I know that it was not just a coincident that I was treated as a special customer, but it was because of Mero Mobile’s care for its customers. There was a time that I had small problems with my account (e.g. I didn’t know how to top up my balance) during first few months of using Mero Mobile. He was always there within three rings to provide guidance on the phone or to come and sort out the problem personally. He kept saying that his duty is not just selling sim cards, but making sure that customers are satisfied and happy with the service. Being new in a strange country I was in need for a support and direction while I was adjusting to a new way of doing things. And these needs were already partly met by my friends and by the organisation I worked for. However, I have always been a believer in a good local infrastructure that supports local people and gives them right direction. And Mero Mobile as a telecommunication company was there to fulfil my needs as a customer.
When I look back and remember those times, I feel that there have been a lot of changes in the market in terms of products and services. While it was already functioning in its best, Ncell has increased its service capacity dramatically. For example, I can easily reach most countries without any problem; I can top-up my balance much more easily as the top-up cards are sold pretty much everywhere in Kathmandu . Most importantly, I feel valued when I am regularly informed about the details of how my money is used and about promotional offers. I believe that I made the best decision by choosing Ncell and I am proud of being Ncell customer.
Kathmandu , Nepal
My experience with Ncell
It was my first time in Asia when I came to work in Nepal Kathmandu traffic, and tasting delicious momos, in the same week of my arrival I decided to get myself a sim card to be able to use my mobile phone locally. So, I approached to one of the small shops in Jawalakel with the request of buying a sim-card. I got offered two options – NTC and Mero Mobile. Since I was new in the country, I didn’t have a clue which one was better. And of course, as a customer, I wanted to get the best deal.
Jeyran Shirinova
Human Resources Consultant
I think Jeyran Shirinova was bribed for writing this :p
ReplyDeleteDear Ncell,
ReplyDeleteYou are too expensive for a normal Nepali. The only demographic you attact is people like Jeyran Shirinova not the rest of the Nepalese.
I see that there is no other competition for you except Nepal Telecom but that doesn't mean you cannot bring better ideas to improve the telecom sector of Nepal. Right now you look like a foreign company leeching the money of Nepalese. Please think about the fact that 8/10 of the comments on your facebook fan page shows contempt.
Please make your service worth paying the expensive fees you take.
Good luck and thank you.
not everyone was treated like you.....my phone number was blocked by Ncell all of a sudden and when inquiring they said the number belongs to someone else now.....how can the number i used for 3 years suddenly belongs to someone else???? i had to wait 2 days to regain my number......
ReplyDeleteDear pasi, u ve nt replied till this date abt my curosity that can we avail 3g service at taudaha side? Theres any difficulty towards my curiosity.
ReplyDeleteI have complained in your facebook page and mail 10 times since Baisakh (now its Kartik)
ReplyDeleteMy commnt is
Location:ILLAM District CHISAPANI VDC 1
The NCELL tower installed here has been in operation since baisakh 10th 2068, But it fails to give coverage upto 500 m although there is no disturbance.
To make a call we have to hover around, and since Edge requires good signal to run, its isn't possible to use internet.
I have contacted many times and requested to solve the problem but nobody is listening.
Today i found out that you have a blog so i've complained here hoping that the problem will be solved.
We do have a NTC coverage here but its voice and data quality is low.
My contact number is 9816913935 but might be unreachable.
You can call me in CDMA 9742652499 or 9752602347 or 9849151275.
Or mail me ankitmail.com.np@gmail.com
I am expecting Your response from last six months, till now i am still expecting to get positive response.
Thank You
You're saying customer feedback is important right ? Then please read this piece of advice I've written and do give a feedback. I've also email Ncell btw.
ReplyDeletehttp://merodiary.com/2011/10/a-small-advice-to-a-big-guy/
Regards
Rajit
Dear rAzeEt,
ReplyDeletethank you for you feed back, good stuff:). First thing, about charging for value added services: we also pay for the software in question and instead of increasing tariffs, we let our customers choose their set of services "from the menu". It is a normal practise to give free trials. Second thing: the transfer of number from prepaid to postpaid. You are right, from IT point of view it is kind of peace of cake. We upgraded our business support system in April and this part of "convergent" billing is on the roadmap.We did not need this functionality before but with demand like yours, we'll introduce it.
I am happy to hear that generally you are happy with Ncell services, happy to have you as our customer:).
Regards,
Pasi
About coverage issues: we cannot predict exactly enough the time when there is a new tower or 3G coverage ready in particular location. Too many variables you know: rains, strikes, electricity etc. We'll come out with approximate plan when our 2012 roll out plan will be finalized.
ReplyDeleteRegards,
Pasi
I actually loved services from Ncell/Mero Mobile what forced me to switch brand was everyone, I mean everyone in my circle switched to NTC. Agreed NTC didn't have any better service and actually still don't have, especially in terms of quality, I simply didn't have any choice. Now people are returning back to Ncell but I guess I won't hurry to switch back.
ReplyDeleteBy the way you guys need to train customer care guys more, or at least there should be few of them who has proper technical knowledge, I remember those guys asking me to do step 1 to step 5 (just example) even though I already explained them that those steps aren't working or those aren't what I want.
One of the thing I really don't like about NCell is the number battle that it is playing. How many Ncell sims are still active? Or say how many percent? While the big numbers in big holding boards might seem nice, it simply isn't the true figure.
One more comment from ex-customer of Ncell. I want the old merowap.com back, do you guys even remember that? I had posted so many nice things there just to find out it has been shut down.
Lets see when will I switch back to Ncell!
Kindly introduce prepaid to postpaid number portability so that we can migrate to pro plans without changing our numbers. Indian operators readily give such facility. My brother had vodafone prepaid earlier but he switched to corporate plan keeping the number same. You have a world class technology so introduce it soon so that you can see a huge surge of pro customers.
ReplyDeletei'm also proud to be a ncell customer
ReplyDeleteSee even Sanjay Kumar Rathi is asking for the same feature .. i hope you guys introduce that plan asap coz i know many ppl in my circle wanting to switch to pro users without changing the number ..
ReplyDeleteAnd one more thing how are we supposed to contact you guys on top to hear us out? Thank god you have a blog and I could comment on it.
Thanks for your reply though. There aren't much in Nepal who'd do that sort of thing .. I've written another post in your name .. hope you'll like it :)
http://merodiary.com/2011/10/a-reply-from-ncell-ceo-pasi-koistinen/
Regards
Rajit
new system of recharge card, site says we dont have to pay extra for the cards. But the retailers are selling on same rate and customers get less balance than previous time after paying same amount.
ReplyDeleteDear Joseph,
ReplyDeletethank you for your comment. Hope you and your circle will return back to Ncell soon:). We are constantly training our customer care staff, nowadays we also put lot of emphasis in social media; we have full time people at Facebook andwering your questions and myseld too. Hope this covers merowap days as well.
Actually, we have no number game. When penetration grows, number of subscibers increase and between 80% and 90+ are active.
Regards,
Pasi
Mr. Pasi, quickly introduce prepaid mobile recharge through netbanking by giving a link in your official website. Just see what indian operators have been doing. Your customers will not be a victim of overcharging if they recharge their numbers through netbanking by paying MRP or offer cash back if you can to encourage people to use netbanking. You are really really lagging behind in this matter. Online instant recharge must be your top priority for the ease of your customers.
ReplyDeleteSir I am in ILLAM District CHISAPANI VDC 1
ReplyDeleteThe NCELL tower installed here has been in operation since baisakh 10th 2068, But the Antennas of the tower are laid on the ground from last six months.
since the antennas are not installed on the tower, the coverage is very low in even 100 sq.m area.
I have comlained about it many times but nobody came here till today to install the tower.
I have uploaded the pics of that Tower and its territory.
You can see it Here
http://www.facebook.com/media/set/?set=a.2547420129447.265736.1372132470&type=1&l=53186229e8
Hope you will solve it soon.
excuse me sir, how can we send web sms from to our mobiles from the site of Ncell??I am in despers
ReplyDeleteDear Sir,
ReplyDeletePlease remove 500mb as a lower limit for data package. It is a disgrace for an ISP to set such low data limits, unless you want the people to think that Ncell is robbing them in plain daylight. You cannot justify this in terms of technicality. It is just too low.
@Pasi calling rate for 1 min is rs1.99 and
ReplyDeleteincluding tax its rs2.47 it means 24% tax.
And 10000 mb data in sim cost rs 1999
and including tax its rs2258 it means
13% tax. Why so difference?
Dear Anonymous (please put your names in comments:),thank you for your feed back on the unfinished site.
ReplyDeleteSite is not commercially announced and currently under acceptance process, so due to power interruptions customers could face service limitations. This is normal, sometimes it takes months to get the grid power connected to site.
Regards,
Pasi
It hasn’t been a long time Nepalese have come to experience a superfast internet since the launch of Ncell connect. And I think, since Nepal is underdeveloped nation, Nepalese are paying very high charge for the internet services. Though Ncell Connect is the fastest we can also take it as the ISP, which charges the highest amount for the internet services. Also, you have a package of 500 MB which will surely last just for running facebook and twitter for 24 hours. Isn’t it shameful being an ISP to have such a package. How many of people nowadays take packages of 500MB and 1000MB? I think we can count them in fingers. And I think such packages are useless.
ReplyDeleteI think most of the teenagers and media personalities use Ncell Connect. So it is your duty to make the cost of packages userfriendly so that we can stay online for 24/7 in this digital era where people communicate online and even shop online. It is really fun running internet in ipad2 while travelling in car in the town. So, it is the request of your Ncell connect subscribers that you bring packages to buy which we don’t have to dig a hole in our pocket. I request you to make 5000MB as the smallest packages and the prices of 5000MB, 10000MB and 20000MB need to be Rs. 1000, 1500 and 2000 respectively inclusive of taxes. So that all the users from ADSL, UTL and cable internet definitely will get switched to Ncell connect. There is necessity to reduce the prices of packages because none of the larger ISPs in the Europe, USA, Canada and India provide internet in packages whereas they provide Unlimited Internet Access.
We have a great hope that Ncell will serve to Nepali people lowering their charges. And I think Upcoming Christmas or The Brand New Year 2012 will be the great time to commence such and initiative so that we can enjoy Ncell connect to the fullest. “OUR NCELL, NEPAL’S PRIDE”.
Thank You!
i m really thankfull to ncell for great co-opretion.ncell is doing great project all service n plans i loved it bt only complain is ncell dint make proper plan n rule for recharge card all ncell shop n ncell center is giving 50 rs recharge card 50 bt in other local shops they are taking 55 i think customers are in fake they always says it is cheat in ncell shop n ncell center bt why is costy in local shops so plz concern frm which price ncell recharge card has to sold n plz make a rules n help to customer
ReplyDeleteDear sir ,
ReplyDeleteI want to know about some service. If Ncell give pstn service its good for Ncell company and as well as more profitable to every Nepalese people. Now a days Ncell subscribers increase more day by day but also if it give pstn services it’s increases more than more subscribers with easily with the competitor of Ntc. If Ncell want to be a top company with the comparison of other I think it can give pstn services. In many more companies and offices there are ntc pstn but if it give pstn in many more companies and offices they take pstn because of ncell network and system is better.
From pstn to Ncell it’s so expensive. From rural area pstn to Ncell call of out of local they take per minute Rs 12. So many more people can’t want to call at Ncell and if they have ncell they want to change another sim. It’s not only my problem but I’ve seen this situation in my village many times.
So I think this type of services Ncell also think about this but what’s the problem to give this service? Or Government can’t give this permission?
many days before I sent email at info@ncell.com but company can't response about it. What's the problem?
We want cheaper data rates.
ReplyDeleteAnonymous was asking about PSTN tariffs, especially at rural areas. This is very interesting issue, thank you for your comment. We really try to make connectivity and quality service with affordable price available to all Nepalese. We introduced a Sajilo tariff a year ago: you can call 1.99 per minute to all networks. From NTC fixed, those prices are quite a lot. Our strategy is to offer world class mobile services; in order to you and your friends to enjoy 1.99 rates, please join and ask your friends to join Ncell as well. There is one thing which is not fair from the regulation and competition point of view: we have to pay 53 paisa interconnection fee to both NTC fixed and NTC mobile. At the same time, there is no interconnection fee between NTC mobile and NTC fixed. In practise, NTC is collecting a "tax" from Ncell subscribers to call their PSTN. In telco language, this is called cross subsidizing. Unfair competition and this should be rectified by the regulator or NTC themselves.
ReplyDeleteRegards,
Pasi
For me, My experience with Ncell is awesome except the data rate is little higher in 3G internet. All the best Ncell..
ReplyDeletei have very good experience with ncell. Talking about the speed of gprs and network , its very good in ncell, but its comparatively expensive.
ReplyDeleteDear Pasi, Can you ensure Ncell valuable customers to get recharge of NRs 50 in only NRs 50 all over Nepal? Ncell end users are looting in market due to artificial crisis of the recharge cards and they are being forced to pay NRs 55 to 60. This is an example only.
ReplyDeleteWe have been facing a network problem of ncell in our place, the cell info displays Chandragadi as network name, and its 3g, As soon as we switch on our mobile, the network comes and after some time the network goes, Sometimes network comes back instanty and sometime we must wait and wait for the network to come back again. We usualy switch of and on again, and the network comes instanty. Realy we are fade up with this problem. Plz help us sir by solving this problem soon.
ReplyDeleteLocation, jhapa district, chandragadi
how do we track a mobile if it is lost with an ncell sim on it?
ReplyDeleteDear Anonynous,
ReplyDeleteWe can locate the handset if you may provide us the IMEI of handset and your mobile number. In case the mobile is still live in Ncell netowrk, we might help you in finding the current user. The user's detail can only be provided if we receive a valid police complaint letter.
Regards,
Soma Thapa
Customer Relations Director
It would be better if We can use same prepaid no to activate corporate plan so that we don't have to carry 2 sim.
ReplyDeleteGood day Pasi!!!
ReplyDeleteI am Govind Rai, located in Morang, Kosi. I have visited to the service center of Nepal. My interaction with the representatives suggested me that there is definitely a lack of knowledge in them. Your guys over the phone have a better product knowledge but over all there is a lack of professionalism amongst the team members and ofcourse the soft skills + phone etiquettes.
I shall give you few examples for you to understand the scenarios.
1) I have bit of difficulty in communicating in Nepali, so I pressed the English option on IVR. The csr who answered the call says to me sir I dont understand English so please speak in Nepali or Hindi. I spoke with him in Hindi and god knows what he understand the issue was never resolved. My point over here is if I had to speak in Hindi or Nepali why did you give the option of English. I am sure you guys must have a system (software) that defines the skill levels of agents for routing the calls.
2) My other interaction with them. If I speak with them politely they take me as an illiterate country guy and they less care about my problem. I have to shout to get the work done or threaten them that I need to speak with a supervisor. The fact that when I ask the name they (emphasizing on vocal tone) rudely say no. Now if I have no name how would I know who answered my call and is accountable for follow ups. If you call them twice for the same resolution needless to say that they do not refer to the crm or they sound so.
3) I went to the Damak Service Center requesting for an easy to remember number. I liked 9801405555 it was there on the list. So I spoke with the guy over there (I can recall the name) I requested him for that number. His reply "Sir we cant issue you that number. By mistake we have enlisted the number. This number is issued by other branch and we are not authorized to." So I told him what is the procedure to go about it. He said I have no clue. I told him to enquire about it with the branch and let me know. Here is the thing I went back after 3 days and gave me an alternative (#) but again he said he has no idea why he cannot give me that number. After digging him a lot he said that these are issued to the corporates. I have a registered business and I told him if I can go get it under the circumstances that I complete the formalities required. His answer was no and that he has again not clue why. He is simply not interested.
Please put yourself into my shoes and I am sure you will grasp the level of disappointment.
Thank you
Good day Pasi!!!
ReplyDeleteI am Govind Rai, located in Morang, Kosi. I have visited to the service center of Nepal. My interaction with the representatives suggested me that there is definitely a lack of knowledge in them. Your guys over the phone have a better product knowledge but over all there is a lack of professionalism amongst the team members and ofcourse the soft skills + phone etiquettes.
I shall give you few examples for you to understand the scenarios.
1) I have bit of difficulty in communicating in Nepali, so I pressed the English option on IVR. The csr who answered the call says to me sir I dont understand English so please speak in Nepali or Hindi. I spoke with him in Hindi and god knows what he understand the issue was never resolved. My point over here is if I had to speak in Hindi or Nepali why did you give the option of English. I am sure you guys must have a system (software) that defines the skill levels of agents for routing the calls.
2) My other interaction with them. If I speak with them politely they take me as an illiterate country guy and they less care about my problem. I have to shout to get the work done or threaten them that I need to speak with a supervisor. The fact that when I ask the name they (emphasizing on vocal tone) rudely say no. Now if I have no name how would I know who answered my call and is accountable for follow ups. If you call them twice for the same resolution needless to say that they do not refer to the crm or they sound so.
3) I went to the Damak Service Center requesting for an easy to remember number. I liked 9801405555 it was there on the list. So I spoke with the guy over there (I can recall the name) I requested him for that number. His reply "Sir we cant issue you that number. By mistake we have enlisted the number. This number is issued by other branch and we are not authorized to." So I told him what is the procedure to go about it. He said I have no clue. I told him to enquire about it with the branch and let me know. Here is the thing I went back after 3 days and gave me an alternative (#) but again he said he has no idea why he cannot give me that number. After digging him a lot he said that these are issued to the corporates. I have a registered business and I told him if I can go get it under the circumstances that I complete the formalities required. His answer was no and that he has again not clue why. He is simply not interested.
Please put yourself into my shoes and I am sure you will grasp the level of disappointment.
Thank you