Motivated by your valuable feedback, I made some mystery shopping over the weekend. It was very interesting: three points of sales out of ten do not overcharge, and I had interesting discussion with those who do. “Why do you ask 105 for 100”? I do get only a rupee for selling this. “What do you do for that rupee; you just give the card and get my money?” Yes, but I do have to pay the rent of the kiosk. “But I can buy some other items as I have a good reason to come to you stall.?” Silence. “So 100 rupee is enough? OK. So the lesson of this exercise was that you do not have to pay extra, but I understand that everyone does not have the perseverance to talk the transaction towards the happy end. Good thing is that there is also 30% of POS who understand the good customer experience and as I told you at my earlier blog, do concentrate buying from these “Good Guys”. Bad behavior and overcharging will vanish automatically. Other approach we have also taken is the measures through dealers. POS is in their hands and dealers are responsible for this window towards customers. They have promised to take necessary actions and I am confident that it will work out. If not, then we have to draw the conclusion that we have something wrong in the channel structure.
Couple of comments on the feedback of “We are setting the international standard in Nepal”
As the journalist so correctly stated, Ncell is all the time improving its operation benchmarked on international level of quality. As many of you commented, we are not yet ready, and we are bringing better customer experience and quality of services in all levels, all the time. What we already have brought in is e.g 24/7 Customer Care, Ncell Centers, Ncell Brand, and last but not least the network quality. Regarding network quality, we already offer almost world class service; we measure this by so called six sigma-standard and according to latest figures, we are good. But we will keep on improving.
Couple of comments on the feedback of “We are setting the international standard in Nepal”
As the journalist so correctly stated, Ncell is all the time improving its operation benchmarked on international level of quality. As many of you commented, we are not yet ready, and we are bringing better customer experience and quality of services in all levels, all the time. What we already have brought in is e.g 24/7 Customer Care, Ncell Centers, Ncell Brand, and last but not least the network quality. Regarding network quality, we already offer almost world class service; we measure this by so called six sigma-standard and according to latest figures, we are good. But we will keep on improving.
Good news at the end. We thank NTC for allowing our customers, YOU, enough capacity during peak hours to call their network!! This was one of the easiest matters to rectify on the way towards World Class Telecom Country. For the past two weeks you might have noticed that connection to NTC network has been on excellent level. Thank you NTC on behalf of all of our customers!!
Dear Pasi,
ReplyDeleteCongrats and thanks a lot for introducing Ncell Wi-Fi Router. I hope this would be the choice of many corporate offices, education institutes and many teenagers’ circles since this is the latest technology and all want to taste such services of Ncell for you having the faster internet access than any other ISPs in the town. But, have you ever thought that how much of problems are facing by those guys who spend relatively longer time surfing internet just because of the expensive internet packages in your Ncell Connect on the MB basis?
What no. of people have you thought to use the wi-fi router when such an expensive data tariff is just available with you? Do you think it is still perfect for a largest ISP in the nation to have such expensive packages?And don’t you think it is necessary to revise them according to market demands. I really want to know how much MB of internet do you spend surfing all the day? I think, it is not less than 500MB. Also you may have known how much MB of internet is spent in an Ncell centre in a day. So, I would like to request you to revise internet tariff making it cheaper like Rs. 1000, 1500 and 2000 for 5GB, 10GB and 20GB respectively so that we don’t need to check how much amount of money is spent running internet every time we use it. And, in this way, I hope Ncell Connect would be the first choice to many of the businesses, institutes and other organizations for internet.
Hope you’ll consider this.
Regards,
Basanta Kumar Dhakal
Dear Sir,
ReplyDeleteThere is no doubt all best CEO spend more than 80% of there valuable time on organizational welfare of there company. And there is also no doubt that 100% projects are successful on paper, 20% never get start, 30% get delayed and obstructions for start, 4o% various obstructions on process, 10% completed on time and Even them only 5% percent have full satisfaction for all aspect.....
Some points of your company need great correction while promising better service.....If will get reply then I will explain it.....
Jay
Commented for Ncell
namesty ... sir can we hav new offers for couples with maximum benifits to them .. like unlimited talk time , msging at chepaer rates n all ???
ReplyDeletedear, pasi
ReplyDeletemany of ncell gprs users are not satisfied with ur expensive tariff, ntc is providing so cheap gprs and its speed is lil bit slow comparing to ncell but its good enough for us(lower class nepalese). Many of ur other services are satisfying but gprs, no not, so plz try to think about ur gprs rates....on further plans..
Start online recharge via esewa, netbanking as soon as possible so that we get our recharges at MRP rates.
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
near pasi sir thanks for" Nights are for talking. Night calls @ 70 paisa per minute - now, also for Sajilo tariff :) Dial 1006 to get free service till February 18, 2012 for Sajilo tariff"
ReplyDeleteplz make this service for forever to sajilo plz
plz
plz plz plz
Sulav Pudasaini
ReplyDeleteThank you for Introducing new tarrif plan for sajilo Rs0.87(including tax) after 10 pm to 6 am(refernce Daily News paper and 9005 world class facility:>]).Now personally i can hope more from Ncell because this step make me clean bold and i can do more discussion about ncell sajilo,Ramro,GPRS,Data Sim card ,Ncell conncet Router,Ncell Pro,International call rates and many more with other networks..Hoping for best that Ncell will solve the overcharing recharge card issue soon..
there is package of 50GB_Data at 8999
ReplyDelete(without Taxes) and 100GB_Data at
16999 (without Taxes) in normal sim but
why not in data sim. if huge pack wud b
given in data sim it wud b better
Sir, Thank you so much for hearing us! Thank you for introducing Night Tariff for Sajilo users as well. Thank you so much.
ReplyDeleteDear Sandip,
ReplyDeletemight be also problem at the handset radio part. Once you checked with another device and if the problem still exist, please be in touch with our customer care or facebook team. They need location, your number etc. to study.
regards,
Pasi
Dear Udip,
ReplyDeletethank you for your comment. The package prices are the same in both SIMs.
regards,
Pasi
Why don't you disclose the wholesale price and retail price of all the cards as I personally experienced that some of the wholesaler tooks same price i.e for 100 Rs card they took 100 so there is no option for retailer.
ReplyDeleteThanks dear Pasi for hearing us. If you are planning to charge some kind of rental for night time calling tariff for sajilo users after this campaign ends(in February 2012), it will be injustice. Sajilo users give you more revenue than ramro because it lacks three f & f numbers and i have told you earlier that it is one of your prepaid products. So please do not discrminate and treat it as step-son. We sajilo users expect night tariff from you without any conditions because we too make your ncell family.
ReplyDeleteDear Pasi.
ReplyDeleteFirst i wann thank you for Network quality regarding voice and Data,i am regular user of Ncell from 1527 days,voice and data tariff are also better regarding quality service but i wann to raise at point of "SMS 2 Email" service why we pay monthly charge on that although we pay Re.1 for every SMS 2 Email,plzz i wann to request you,if u can remove monthly charge or if not u can take one time activation charge.
THANKS YOU.
BEST REGARDS.
what so ever is told or written every one needs its share in the profit. ncell is here for profit. so as the kiosk's too need profit in their investment. u guys invest 100millions, n get ur profit then y not a small kiosk who invest Nrs 100 only get some profit. its complete business. its u guys who should take care n provide cards for kiosks in less amount. they are happy to get rs2 only but they wont sell it without any profit. ur saying that they sell other things with card is not applicable in 99% cases. u guys are just trying to impose ur responsibility in other and get ur hands clear on this issue. if u can then open centers or shops in every corner of nepal. don't ever blame kiosks coz they are also ur backbone. if they stop supplying cards then ur customers will decrease.
ReplyDeleteAchyut Raj Pyakurel
ReplyDeleteThank you Ncell , The fastest growing telecommunication network in Nepal with world class standard...
Sir we being the costomer , are very much satisfied with the services provided by your network. bt some how dissatisfaction lies with in us regarding overcharging of Ncell TOP-Up card. first we being paying Rs55 for 50's top up card and Rs105 for 100's and respectively, and getting only talk tim of Rs49.02....respectively. we appriciate your step towards no more overcharging for TOP up. But question arise where do your marketting channels fails to provide top-up in respective prices as allocated, to the costomer?
As compairing with NTC , NTC was success to provide the top-up's in ther respective prices with in a week as its announced no more overpricing for top-up.But even after more than two month Ncell is not achieving its goal of provide top up in its respective prices......
Sir Hope you will seriously analyze the scenario and satisfied to millions of your
costomers.......
If ncell takes any charge for nite net calls from sajilo tariff after feb 18,i sware i will throw my 975days aged sim into dustbin and will return to ntc,it may be joke to ncell but not to me,i love ncell now after feb 18 lets c whether ncell brokes my heart or not
ReplyDeletencell must decrease its gprs rates.its very expensive
ReplyDeletesathi ho now we should demand cheap gprs to ncell. Plz frens let pasi know our problem
ReplyDeleteDear sir nowadays i am listen that from 2012 internet service are unlimited @ Rs.500 this is right please tell me sir otherwise what ur plan in 2012 in internet service thank you sir.
ReplyDeleteDear Rammami,
ReplyDeletethank you for your comment. Services like SMS to email require special software and thus, have special cost to us. To cover our production for special services, we need to have initial fee too.
Regards,
Pasi
Quite a many comments on Ncell Connect and GPRS pricing. We offer quality service and fastest internet in Nepal based on huge investment in the network; pleased to see the good demand too. As we build more capacity in becoming years, we may consider some tariff changes in high user segment. But there will never be unlimited, it is impossible to offer good quality with unlimited data tranfer.
ReplyDeleteRegards,
Pasi
We understand that the quality of internet goes down with the unlimited offer. So it wud b gud if ncell decrease its current data tarriff along with high data package (limited) of 50gb 75gb 100gb in a reasonable price for heavy data users.
ReplyDeleteWhen will you ever think of implementing the most famous and historical per sec billing for domestic and international voice calls? You know very well that the market will be yours once you do this. Then what stops you from doing this. Do take one time activation charge keeping validity of per sec billing tariff for one year. I am not telling you to lower the present call rates. Just do it and you will see inactive users becoming active and you will soon become 12 million strong. Sooner the better.
ReplyDeleteDear Pasi,
ReplyDeleteThank you for introducing Night Call facility for Sajilo tariff as well at Rs. 0.70*. This has made many Sajilo tariff customers including me very happy as well as proud to be an Ncell customer. But as stated in the press release, the offer lasts till February 18, 2012 only. Why is it so? Are you planning to end this offer after the date? If your answer is "Yes", we (Sajilo tariff users) will be very much disappointed from this step.
Hope you will not let us down!
Thank you.
Dear Pasi,
ReplyDeleteYa Ncell has huge invest in the network; I think Other Operator[NTC] also invest a huge amount in network Same ZTE equepment. Ncell also use ZTE..then wats the different? Ntc gives RS 1/MB on 3G But Ncell RS 6/MB.. Speed Both have Same 3.6mbps...
Now a days every thing is expensive compare with NTC Network
Call Rate:: Ncell RS 1.99/min, Ntc RS 1.50/min on prepaid
Ncell Rs 1.2/min, Ntc RS 1/min
Int Sms:: Ncell RS 10/sms, Ntc RS 5/sms on prepaid
Night call:: Ncell 70paisa/min, Ntc 55paisa/min
GPRS:: Ncell Rs 6/MB, Ntc RS 1/MB
Unlimeted GPRS:: on Ncell NO Unlimeted scheme, NTC RS 600/Month on Postpaid mobile
PRBT:: Ncell RS 10/month, NTC No monthly charge required
Others Charge:: Ncell Too much Hidden charges like SMS to 8888, Prbt,missed call notification etc, Ntc No hidden charges if they do then they informed to all customer via Newspaper[bold word *condition apply],press conference etc
Plz sir tell me Why Ntc givin low price on Gprs and call? But they are earning more profit then Ncell..Per day around 90 millions
Regards,
Praween
Dear Pasi,
ReplyDeleteExplain to us why there was no network in whole Pokhara city since last night. The network is still not available.
Dear Rajib,
ReplyDeletethank you for your comment. Pokhara network failure was caused by unfortunate cut of fiber optical cable by some construction work. These things happen by external parties, approximately once a month. We do have redundancy loops built, but at the same time we had MPLS upgrade going on and had to revert to old system to stabilize the network. I am really sorry for this!
Regards,
Pasi
Ncell we really having a problem with ur expensive data rate per mb. So it wud b nice if u less the cost in data sim and normal sim. We have to frequently check the balance and data package left in our accoun so u do think a way to give us data plans in lower rate as soon as possible.
ReplyDeleteDear Pasi,
ReplyDeleteI don't think that Ncell is keeping its own words. Last time u guys asked us to report about those dealers who charge high price on recharge card. For your kind information I personally have submitted the name, address and the phone number of the respective shop. If u don't believe me, better check in the voice recording in the customer service system (9005). Why haven't u taken any action when full information was provided to U ? So better, practice what u preach... If u can't solve the problem better don't provide the hope too !
Dear Pasi,
ReplyDeletePlease help us out!!
It's high time Ncell take a major step to stop recharge card over charging.. as a responsible consumer i hav always protested the unfair overcharging at POP about 18 - 20 times including some nasty experiences.. But today evening it was worst of all to the extent that i ended up paying 305 for 300 card:( I(probably along with many more responsible n faithful Ncell users) cannot take it anymore to fight this simple yet sensitive issue.
I hav already lodged a complain at rechargeinfo@ncell.com.np but i m not sure abt its effective role.
Please do consider few of my humble suggestions..
a) Multiple warnings to retailers in national dailes.. and also requesting the consumers to take the cut piece of the warning add while purchasing a recharge card.
b) provision of temporary/permanent electronic recharge system and facility of recharge from bank credits.
c) Strict action against retailers if found guilty and making aware other retailers about the number of retailers facing action in accordance to consumer protection act.
Please do the needful to solve this issue to earliest possible. Long Live Ncell..
Dear Rup, Dear Achyut,
ReplyDeletethank you for your comments. Sorry to hear your bad experience. Hope you red my previous blog named Overcharging. We are working with distributors (the meeting is taking place right now)and dealers who actually are in charge of point of sales to rectify the situation. If internal measures are not sufficient, we are prepared to take more serious step too.
Regards,
Pasi
You guys have the best network .. now focus on internet service .. we need unlimited internet service PASI ...
ReplyDeletehad opened your blog to share my bad experience regarding the overcharging issue of your recharge card. I read Rup's comment and yours reply as well, so did't write anything.
ReplyDeleteRup's experience is only the representative example,most of the Ncell user are getting looted by shopkeepers and we also have compelsion to pay as much as the retailers say.
I do hope, you will take an appropriate action soon to give some relief for your valuable customers.
Thanks.
Dear Pasi,
ReplyDeleteWhy is there no 100 recharge cards in the market?
Nice to see the CEO personally giving answers to his costumers.
Keep up the good work.
Dear sir,
ReplyDeleteWe ncell users are eagerly waiting for this :
For outgoing local calls, 1 pulse = 1 seconds.
For outgoing international calls, 1 pulse = 20 seconds.
please try to understand we ncell users problem and make a historical decision.
thank u
Dear Raju,
ReplyDeletethere was a deliver problem yesterday for 100 NPR cards. Today POS will get more cards.
Regards,
Pasi
Dear Pasi,
ReplyDeletenetwork of ncell is not very good. it is taking place from past 2 to 3 months. there is not very good network connection in my home in dattatreya, rather it was very good pastly. is there is anything wrong in the bhakatapur network tower? so please check it properly
network of ncell is not very good. it is taking place from last week. there is not very good network connection in my home in kirtipur area(mostly in loadsheeding time)
ReplyDeleteis there is anything wrong in the kirtipur network tower? so please check it properly
dear pasi,
ReplyDeletethere is the problem in vft transfer due to no network coverage nowdays and also the 3g network coverage is also totally down mostly in the loadsheeding period in the kirtipur area..
so plzz solve this problem as soon as possible.....
regards,
hello kirtipur (pos)..