Telenor still ignoring customer’s rights

On the launch of EasyPaisa (15-october-2009) Telenor spent Millions of rupees to show its strength and create an impression in the cellular market. Only the Jang Group was given more than Rs. 10.5 million on the very first day of launch for Daily Jang and The News. According to sources over 100 Millions were spent on other mediums and follow up campaign excluding the outdoor publicity.

Telenor is still not authorized by Electricity departments in different regions of Pakistan to collect the bills from public, there is no official statement. It has been over a week and EasyPaisa shopkeepers and Telenor franchisees are still not conveyed by the Telenor to stop collecting LESCO, FESCO, IESCO etc. from the customers nor there is any sort of public notice in the newspapers to inform and guide the public in general.

On one hand, company is spending too much on advertisements and on the other hand it has to pay a huge sum of money to PTA which is outstanding which is damaging its reputation, also, it is least interested to release a single ad in the newspaper to let the people know its inability to collect electricity bills which is the right of a customer.  It is still a question why company bombarded the entire country heavily using all kinds of publicity mediums on a service which was already being offered by the NADRA. Other than this, Mobilink’s GPO & Gene services along with the Zong bill collection are other similar services in the market. How can it claim that it is making life easier through EasyPaisa.

What made Telenor to spend so much on EasyPaisa advertisement when there was nothing new? It always had time to mature its product before it was launched; company had the chance to avoid such a situation. No other competitor was in such an aggressive mood.

I wonder how much it will spend now in next few weeks when it launches the real service, MOBILE BANKING/ ELECTRONIC TRANSACTION across Pakistan for which tests are being conducted.

Public Notice EasyPaisa Website

After the issue was discussed in media on October 29, 2009, in all the aspects, it should have been the foremost thing for Telenor to guide the public through print or electronic media. Though Telenor updated its website (www.easypaisa.com.pk) mentioning only those companies which it is authorized to collect the bill for, it is also stated there that other utility service provider companies will be included shortly.

Can a website help spread this message to every citizen of Pakistan whereas we all know that only a small percentage of country access the internet that too do not know about the EasyPaisa’s website. If for some reason Telenor is not making it public and it is buying time to complete the agreement process with the companies even then it is the responsibility of the operator to clear its position.

From the regulation point of view, it is also mandatory for operators to update the public/consumers regarding all sorts of charges and service issues which affect them directly.

We tried to contact Telenor for their version on why they are unable to release any such advertisement but the spokesman did not answer despite of repeated reminders.

It’s a coincidence that Ex-Director Corporate Communications & Responsibility had given a one month notice which was completed on November 1, 2009 and he left the company. Sources close to the company claim that pressure on PR department has been increased manifolds during the last few months.  Recent publication of Auditor General’s report declaring Telenor a defaulter was a setback for the company.

Can PR department is capable of saving everyone when rest of the departments are not giving their hundred percent. Had the product development and planning people completed their work, company would have had a smooth ride.

Telenor has not finalized anyone for the new post yet, whereas, company is still looking for a responsible and energetic guy.

Tags: Financial Services, Telenor