Ncell Nepal Axiata Group needs to improve its service

I have been using Ncell number 981xxxxxxx as my emergency back up number from past few years. Working as a journalist I need to carry few SIM just in case of emergency and have been using this number occasionally and only at times of need. Despite this I have been regularly recharging the number. I had recently recharged my same number on 1 December 2020 with NRs 354.90 by esewa. My number started showing failed registration from 4 December and I went to the Ncell Customer Care Center(NCCC) Durbarmarg on 6 December. The customer care  personnel told me that due to lack of use or lack of spending any money from my account, my number was closed on 4 December. I was more or less okay with it as it may have been their policy so I asked him about my previous balance. He replied first you have to reissue  a new sim and than further process can be done. So he checked for avaialbility of the same number and confirmed it was open, so I filled a new application for the same SIM with the same number paying NRs 100. The customer care guy asked me to write an application in regards to reinstating the previous balance which I had recharged on 1 December. He took my number and said he would call to confirm for the balance transfer. I went back but my SIM was not activated till  10 December  and my number  was still saying sim card registration fail.

So on 10 December, I finally gathered my strengthen to call them. At first I called the customer service  and the loop of circle started where the Ncell center in Durbarmarg failed to pick up the phone. I don’t know why they have this number when they don’t pick up the call.
Then I tried the facebook messenger service which is a disaster and can’t even track the application. I think the facebook messenger is just for general queries and others using the service is a mistake as it is a hectic job of explaining and repeating the same thing again and again. I got sick and tired and my finger were paining typing the message to pooja, isha and bla bla………….

They all seem to ask question and vanish I got dam irritated

The last and the least, the phone Call Center Service that is suppose to be there to solve people’s problems but the Customer Service Representative(CSR) asked me to visit the Ncell center. what is the use of having a customer call center when you ask your customer to be physically present at the site. The reality that in a country like Nepal where we have so limited knowledge of consumer rights this is what happens to people like us who are aware and educated. Just imagine the people who are not able to communicate and have limitation they would be completely ruined and frustrated. Its the circle of communication that make you dissy.

I got so irritated with the call center CSR that I nearly puked, what a pathetic service that too at time of COVID19 when the whole society is saying stay home and these inefficiently  people are purposely trying ignore the consumer and understand  the problem and trying to escape showing this and that.

“I just wanted to know why my number was not activated and what about my balance” 

They don’t even want to listen to the customer’s problem. The only solution they say is VISTI the NCELL CENTER. 

I was sufferings from cold and in fact I did visit the center on 6 December and did the necessary things as I was told.  I was so pissed that I went to the internet and search customer service and got and email and sent an email with all my details and problems to [email protected]

With an hour I got a reply saying sorry for the inconvenience and the email promised to look into the issue. As the hour went by the same customer service guy from Durbarmarge called and informed me that my number will be activated in an hour. I told him why this delay he said he was following up on the issue. Then I asked him about why they were not picking up the number in Durbarmarge center, he replied we are not allowed to pick up the call while attending the customers in the center, I questioned him why have a number than he was silent

Till today December 21 my balance has not been transferred and I am sick and tired of calling and explaining my situation. I can guarantee you that with this personal experience Ncell Nepal  a group of companies of Axiata has a worthless  customer service and the customer service culture is ridiculous. In this time of COVID19 when the whole world is taking an efficient approach towards call centers and improving customer service, the staff and the value of Ncell Nepal shows lack of brand value and ZERO CUSTOMER SERVICE and I mean it. 

I request whoever is managing the customer service in Ncell Nepal or Axaita Group  to see and to check its efficiency and motivate their staff. Having too many customer service center doesn’t improve customer service but a willing to help and inspired, and motivated staff ensures better customer service.

I am not playing a victim card but reality bites when big companies fail to perform in view of its staff culture where at times they launch campaigns like #STAYHOMESTAYSAFE #CORONAMATHIJEET and hold their Customer Service to be the best and efficient.

Latest update

Finally I got my balance back on 23 December, 2020. I received a call most importantly I doubt that this article helped me raise a bit more awareness about my problem to the staff. I hope the manager will understand that when there is a problem there is a possibility to improve. The main thing is customer is king and you guys are in a service industry, expect it to see anyone facing the same problem.

By Shreedeep Rayamajhi