Namaste!
Hope everybody has had great holidays. I was shortly in my home country Finland and got a nasty influenza; feel still that half of my head context is following me in the air between Doha and Kathmandu. No can do, back to work..
There has been a lot of feedback and complaint about the point of sales charging too much for recharge cards. No wonder. Initially, we wanted to make everything easy for our customer by introducing MRPs and paying the withholding tax for you. The tax is actually the reason that your balance after recharging is not showing the face value of the card itself; we pay every single rupee to government coffer. The overcharging itself is not from this world, and we do not neither support nor accept it. It seems that there is some kind of country wide cartel in kiosks: I wanted to recharge my DishHome account and went to local POS in Lalitpur. And, the nice lady asked 10 NPR more than nominal value. When I asked “what is this 10 rupees for?”, she said “for me”. Kind of cute, isn’t it?
We have more than 40.000 point of sales countrywide. Controlling them by Ncell would be mission impossible and sure, you would not like to pay the cost of the operation in your minute price. The reason for our open letter to public was that please help us to fight this unfair phenomena. Only NOT PAYING EXTRA helps! Small entrepreneurs running kiosk see this opportunity short sighted and will shoot their own leg in the long run. Mobile telephony is a commodity nowadays and person appearing at their window or door, easily buys also some lollipops to make the average check bigger. When you stop going there and instead, buy from authorized dealers, Ncell Centres and honest kiosks, the grey economy will automatically disappear. What we can do is to increase various ways of electronic charging, and again, POS will lose their commission. So Dear Mr./Mrs. POS Entrepreneur, better stop overcharging and have your business running prosperously.
I would like to talk about different kind of overcharging. You give a lot of feedback that we should lower our tariffs. There was an article in Republica where I raise one crucial issue that would help you to get better rates and again, have a fair competion in Nepal:
The message in short: you should not be charged interconnection fees between Ncell and NTC fixed line. You pay 53 paisa per minute extra charge to NTC for visiting their network. Unfortunately, the system works so that we collect the money from you and then pay to NTC for the same. And you think it is our high tariff, not at all.
The charge does not exist between NTC mobile and NTC fixed line, which makes the rules of the game unfair for you and us.
http://en.wikipedia.org/wiki/Cross_subsidization
Don't you think its time to launch online top up through various online modes of payment? Aren't you too late in introducing per sec billing for voice calls?
ReplyDeletei think the rules that ncell has made for recharge issue is very much hapazard i would like to inform you that just outside krishna tower local shop are charging extra balance
ReplyDeleteIf you can't control the overcharging issue, then you must introduce electronic charging system as soon as possible, at least for those customer who never accept overcharging but under the compulsion to pay.
ReplyDeleteNext, you have given a wiki-link about cross subsidy, I clearly know that NTA is always against the cross subsidy. Haven't you ever knocked the door of NTA to let them know about NT's monopoly? If you had, what was their answer?
Dear Sanjay and Saroj, thank you for your comments. We will introduce more electronic payment methods, VFT is already there which is quite comfortable. What it comes relationship with NTA, they are very active and thanks to them we have had opportunity to bring new Ncell services and price schemes quite effectively to the market. Latest example Pro.
ReplyDeleteSualv Pudasaini,
ReplyDeleteWhat ever it is this external factors are also the problem of Ncell. We customers don't need any excuses.they all are suffering .Ncell have ranges in remote are too and what about your delears in these areas. How could we go to delers .Most customers have no idea about overcharging too..I am wondering that NTC is able to provide in MRP but why not NCell. Its too late..
Dear Pasi, introduce automatic refund for the charges your system deduct even after failed sms/mms delivery and dropped calls. Kindly visit airtel.in or rcom.co.in to have an idea as to how well these companies have provided their prepaid customers the facility to topup their accounts.
ReplyDeleteESEWA is there to serve you 24/7 for online topup. They are very eager to work with you but you are not showing any interest. They say that you are not providing them with epins. Talk with them and design the best online mode of balance topup.
ReplyDeleteQuestion 1. Did you pay extra to the lady at POS?
ReplyDeleteQuestion 2. are you waiting for NTC/NTA to cut out on cross subsidization or are planning something against it so that customers can benefit? How long do you expect this to go on?
once again congrats for staying well ahead in the race and bringing the 'not paying extra' initiative.
Terve Pasi,
ReplyDeleteI am a resident of Bhairahwa, Nepal. Currently I am living in Helsinki, Finland. My family members has got Ncell subscription. The dark side of Ncell is with the network coverage. When ever I try to reach my family on their cell, I could not reach them because of network coverage. I always get same response that "tapai le dial garnu bhako number ahile uplabdh huna sakena", later when I call on the landline, I can easily reach them. Hope you will do best to solve this issue.
Regards
Mahfuj Alam Khan
Hello Mr. CEO,
ReplyDeleteThe best is how the NTC people have done. I dont know but they successfull in doing this. I have 2 NTC and an NCELL number. I have a postpaid and prepaid for NTC. But they charge only Rs. 100 for a recharge card of NTC while for NCEll they are charging 105.
Dear Sualv,
ReplyDeletethank you for the comment. I'd hope that POS would notice that they are pushing themselves out of the market with such habits. NTC channel structure is different, we consider having less layers ourselves.
Dear Roshan,
ReplyDeletethank you for asking...I did pay; I liked the approach:). Interconnection issues are very much regulatory, we are discussing with authority about it. To have fair pricing between operators, other option would be to introduce interconnection fee between NTC Mobile and fixed. In this case, tax income would be higher but consumers have to pay it.
dear pasi, don't u think that ur mobile net charge is too much? U take 7rs per mb, 4/5rs per mb even in package whereas ur competitor is charging 1rs per mb. Due to ur heavy gprs charge in normal sim, we r oblige to keep data sim in mobile handset. It has make us oblige to take ntc sim just to get cheap net in mobile set.
ReplyDeleteTerve Mahfuj,
ReplyDeletethank you for the question. Hard to say the reason without further info...please email at info@ncell.com.np. We have dedicated people to help you.
Dear Pasi,
ReplyDeleteI think you have gone through facebook page and market review also about recharge card overcharging.you shouldn't forget that in every success of ncell there is equal hand of retailer who sells you sim card and recharge card. You can find recharge cards in every grocery shop, mobile shop, pos and ncell shop, many retailer are charging extra Rs.5 in each card. You should find out reason why they are charging more. They are selling NTC card inn Mrp and why can't they sell ncell card in Mrp. it's because of your commission structure. You should revise the commission structure and publish in media how much dealer, wholesaler retailer get. I am sure if you revise commission structure and control the unauthroiz sell of recharge card you will succeed. i want to remind you that electronic media (electronic recharge through bank or payment gateway) is only for certain people who uses net, there are such customer who don't know how to see the balaance of sim and recharge in mobile, so is it possible to go in electronic recharge. we hope you will solve recharge card issue as soon as possible and have your business running prosperously
What about the charges your system deduct for sms which are not delivered successfully? As a rule you should charge for every successful sms delivery. I have fallen prey to your incompetent system. I have lost charges for three international sms( to India) but still waiting for justice.
ReplyDeleteDear Pasi,
ReplyDeleteNcell have been No.1 GSM of the country.You have always providing good and quality services.And thanks for that.We have always been looking new schemes that ncell is providing.You have been providing new schemes only to the new suscribers.What about old one?We like your new schemes but for that we have to purchase new SIM.You are not providing any schemes to the old suscribers.And we are also looking for the schemes.When you are going to introduce new schemes?I am also hoping to see iphone introduce by you.Thank You.
Dear Sanjay ji,
ReplyDeletesaw you post at my FB. You are right, only delivered messages are charged. If you undelivered message was charged, you can naturally get refund from our Customer Care. Sometimes, the phone sw itself is faulty: it can send "received" signal to SMSC and the charge is to be done. To find initial reason for these failures in individual case is too costly; operators check the signaling frequently with their test SIMs and proofed handsets.
Regards,
Pasi
Dear all,
ReplyDeletethank you for your comments, I value them a lot and they will be considered. Unfortunately I cannot have a public conversation about the what abouts of Ncell future business:)
Regards,
Pasi
Someone commented about cost structure and value of our POS and dealer partners. To my opinion, such businesses who "loot" customers (like they say in Facebook from us)and Ncell as a business partner should consider their behaviour in front of the community. Of course this is a free economy as such but short sighted eagerness is not solid platform for mutual collaboration.
ReplyDeleteRegards,
Pasi
Rightly said Mr. Pasi. I requested for refund to 9005 CCRs and Mr. Rajan on phone but they said that they have no idea about refund and my issue would be forwarded to complaintresolution. Customer care representatives have a very bad habit of not accepting our complaints as genuine. You can hear the recordings of the conversation between me and your loyal CCRs. They replied that my sms will be delivered later and there is no time limit. You need to train your call center operators about prompt refunding.
ReplyDeleteDear pasi why saijlo tariff users can use off hour(nite hour) rates while ramro can?
ReplyDeleteeither introduce a service that let user to change their tariff as they wish or either introduce off hour rates to ncell .
just dont make excuse by saying sajilo is best tariff,so no amends,
looking for positive answer,
Ncell is doing well in voice service but what about data service? I mean I'm using Ncell sim for voice calling and little usage data in my cell phone but for my Laptop I'm using UTL's data sim '
ReplyDeleteit's not because their service is great but because there is no better option for unlimited data plan except UTL. So for those who are busy almost 5-10 hours of their daily life on internet(like me)want unlimited data scheme in such a competitive price tag. You can say Ncell can't provide high-speed internet service in cheap price tag like UTL but we don't want 3.6mbps speed in competitive price tag. We are happy if we get speed of around 256kbps in unlimited data package with competitive price tag. If you do this you'll get internet customer more than you expected within a month.
waiting for your positive reply
Lakshu
Sir, I hope, you will answer Anonymous.I am also waiting for it.Thanks.
ReplyDeleteIntroduce on-net night tariff for sajilo customers too. Sajilo and ramro both are your prepaid products. You should not discriminate. You can't deprive your sajilo customers of that privilege. On-net night tariff should be available to all prepaid products(access/ramro/sajilo) as a rule.
ReplyDeleteWaiting for response of saroj ji,
ReplyDeletedear pasi ,why sajilo cant have off hours rate to ncell like ramro tariff,
ur every schems hav drawbacks why?
how best it would be if nepal's no 1 gsm would introduce tariff changing system as per users wish !
waiting for positive and a clear response for pasi sir,
Ncell micro-sim,Ncell Nokia windows phone support?
ReplyDeleteNcell micro-sim for micro-sim Nokia N9 support and Nokia Windows phone support,hurry...?
ReplyDeleteHope this time sajilo tariff users get nite hour rate to ncell service or tariff changing to ramro service from nepal's no 1gsm company
ReplyDeletewe can buy facebook likes... @ http://fanpagehookup.com/ @ http://1000fbfans.info/ and many other sites.. how can this be fair
ReplyDeletePasi does not have a genuine answer to our sajilo night tarrif question. He treats his own prepaid subscribers indifferently. I am not asking to introduce F & f numbers for sajilo because if that happens RAMRO will be wiped out. All sajilo, access and ramro users are Mr. Pasi's ncell prepaid products. Why should sajilo, which does not have F & f facility, be deprived of on-net night tariff? Mr. Pasi, you should end this discrimination. If you can, introduce a system that will charge your subscribers who wants to change their prepaid plans (access/ramro/sajilo) and keep a time period limit(latency) before which one cannot change their prepaid plan again.
ReplyDeletehow do we register for Professional program via Telisonera is it applicable for graduates from Nepal can we participate ??
ReplyDeletehow do we register for Professional program by Telisonera is it applicable for graduates in Nepal as well
ReplyDeletewhy dont you introduce the prepaid to postpaid conversion protability???
ReplyDeleteFor the TeliaSonera professional program, please follow Ncell Facebook and TeliaSonera.com. It is applicable to Nepalese too.
ReplyDeleteDear Sanjay,
ReplyDeletethank you for your good comment. Unfortunately I cannot comment what, when, why not etc. type of feedback or opinions that has some kind of future guidance in it. We are strictly following the code of publicly listed companies. Please be assured that all the feedback are considered and actions taken when necessary and viable. Any chance in tariffing needs a little project and we have plenty of them...priority sometimes pushes good initiatives further at the road map.
Regards,
Pasi
Dear Akash,
ReplyDeletethank you for your comment. MicroSIMs are availbel from our NcellCenters, cut by hand so far:)
Regards,
Pasi
dear pasi i think there is no use of connect wifi router in nepal because in nepal people want unlimited monthly service for such routers. People already feel price packages for data are higher,so using same connect sim for eight will make them think data in the sim is decreasing faster and they are in heavy loss ?? so i think with this type of router introduced, mothly unlimited service must be introduced..
ReplyDeleteDear Sir,
ReplyDeletewell its a small comment on all those comments being a average Ncell subscriber. I really appreciate the service given by Ncell in Nepal. I am pretty sure that if Ncell'd not introduced its service in Nepal then till now more than 75% of Nepalese would not have seen mobile in their hands and those 25% of people who had managed to get a mobile service also need to think thrice just to pick up the incoming calls. Whatever Ncell is doing is a fantastic job. Ncell is 100% successful in changing the whole life style of every Nepalese and the people living in Nepal. I wonder how quick people can forget not only the cost of calling but even receiving the calls? Ncell has not only saved endangered and rare species sim cards and mobile phones. But it kept on multiplying those species in Nepal in geometric series. But still these types of comments and advices are very important to Ncell to improve with innovative ideas and go for its long run services. But being one average nepalese i'd say i would not have seen mobile sets in my hands till now if there be no Ncell. Thanx to Ncell that this has not only given us the chance to carry mobiles but given many people the business. If Ncell of nepal has given the business even to our neighboring countries china and india and they are in profit then definitely i hope Nepal and Nepalese are in benefit. Without Ncell people of nepal would not know what is sms, mms, difference betn incoming, outgoing, missed, tariffs(ramro,sajilo),split charges, gprs, prbt, crbt, memory, sim, microsims (postpaid or prepaid), tower, network,customer care, call centre,router, charges, vft transfer, n many more . anyway Ncell has given the fastest service to make nepalese fast otherwise till now to call a son or husband gone abroad nepalese need to stand in a queue to call in a NTC booth or wait in a neighbour's house to receive a call from abroad.
BBS
Dear Lakshu,
ReplyDeletethank you for your comment. Operators offering unlimited data plans with restricted speed are valuable players and appreciate their service like you. We do not restrict the speed but if we would offer high speed unlimited the the speed would go down due to highMB downloads like movies. This is a capacity issue of radiowawes. So we stick on offering good speed "limited" in order to allow as much of cyber high way as possible.
Dear Ashim,
ReplyDeletethank you for your comment. As I replied to Lakshu, we are not in the business of offering unlimited packages but good speed instead. In the new router, the bandwidht is split between users so the amount of MB does not run any faster is it one or many users using the same connection/router.
Regards,
Pasi
Today at the early morning I got two news regarding Ncell. One was regarding its
ReplyDeleteservice (specially for sajilo tarrif) which was quite good but another was about its
complaint that was really bitter. The article on Annapurna Post made me think and I
tried to comment.I know my effort among 6 million subscribers will just an be effort
but nothing will change...
Ncell is providing new offers continuously but regarding the price of recharge card Ncell seems to be ignoring its customer's complaints.
Hundreds of customers shout at callcenter representative everyday and its
already more than 2 months but nothing has changed. Only incresing the number
of subscribers everyday with different attractive offers doesn't mean
they are with Ncell just because of its better service and quality network.
So instead of providing various offers and Bonus Free talk time
PLEASE try to fix out the problem of the recharge card price.
I'm sure, the faith towars Ncell will grow more stronger.
Hello Pasi,
ReplyDeleteGood to hear all the above comments, how about "NCELL overcharging" us. There is no fixed time or rate what you charge us for the same type of call made.
Hope you give a satisfactory answer.
We have a network fluctuation in our place, I have already complaint to to the Customer care but there is no still improvement, the most suprising fact is that about 500m far from the ncel tower, where I work, is always out of network, the networkless area covers around 200 square meter and there are not any big infrastuctures to block the signal, network merely comes there, that also goes in an instant
ReplyDeletelocation:jhapa district, chandragadi-8
please I hope ncell will solve the network flactuation very soon, I will be more thankful to ncell if it solves the problem of my working place too, thank u.
I am glad to found such useful post. I really increased my knowledge after read your post which will be beneficial for me. This is very interesting, the points that you make and the questions that you ask kind of make sense.
ReplyDelete