Happy Dashain!

After couple of months of exercising the use of social media in a personal level but in business, directly with Ncell customers, I am so pleased to feel energized because of your feedback. I do follow Facebook as well and I am very proud of our professional customer care people answering your questions. Please try to help them to help you better: please provide exact description of your problem and your contact number, it helps our other teams to be in touch with you quicker and more effectively. Other thing, please try not to bring specific network coverage or other issues related on your personal subscription to this blog. Due to time constraints, I am not able to follow your cases as personally as our call center or Facebook team. We want to give you a world class customer service and we have several teams helping you, call center and other direct customer officers are coordinating your request according to our processes.  Let them to take care of you, they are pros.

What it comes to quality service, we have selected top customer experience as our main target to convince you to become, and stay as our subscribers. This is also the reason (sorryJ) that we have to charge more about our services than our competitors: we invest more, we optimize our network better, we do drive test continuously to ensure best connectivity, we try harder and it also costs more. At this light, please try not to compare our prices with competition…I’d also like to stay at Hyatt or Soaltee for USD 50 or less cause they offer the best hotel quality in Nepal. Our data speed is in the average five times more than competitor’s so we are Hyatt or Crown Plaza in the sense. Our competitors may see the low price as the main value driver for their customers, but we want to offer you the best quality service. Yes, you are right that prices are too high for a “common” Nepalese (as you describe) or maybe students with restricted income. But we really try to do our best in enabling more and more people to buy the fastest internet in Nepal. Hope you like our 50% decreased offer for 5000 MB data package; if we learn that this is one way of keeping you as our customers and get more of you joining us, we might consider further offers.

Network coverage is also essential part of the quality service. I just recently moved to new house and found out that 3G coverage is pretty awkward: only place where I could get my Ncell Connect card or iPad connected to high speed internet is at the balcony of the house. The reason being, the neighboring house is shadowing the signal and I had to make a “hot spot” at the terrace… It is not very convenient to sit outside, dark in the evening with all the insects reading Ncell business secrets at my screen. Noticed, that the guy next door is sitting in their family room for the same reason. When you are buying your Ncell Connect card, please make sure that there is coverage in your area. You can get better price for cable internet compared to EDGE. Putting a 3G network node to the tower costs several tens of thousands  of USD and unfortunately, we can’t afford building coverage in every village very soon even I’d like to. But like in Kathmandu, we want to give you a good service. If you face problems like mine, please be in touch to our customer care and we try to fix it if doable with fair costs. And more you like us in big cities, the quicker we are providing 3G in rural areas too.

Hope you the best of health, prosperity and the most of fortune plus quality service from Ncell! Happy Dashain to everyone!

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