Interview: Abdul Aziz, President & CEO Ufone

This interview of Mr. Abdul Aziz, President and CEO of Ufone, got on-aired on CNBC Pakistan recently. I am putting it here with Permission of CNBC Pakistan for my readers.

Abdul Aziz discusses his company, strategy and policies, vision and future challenges.

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Tech reporter with over 10 years of experience, founder of ProPakistani.PK


  • Ufone is the most pethatic service i have ever found and their Customer Department is the most worse department, i have ever been through my profesisonal life. I am Technical Support Representative at Vodafone.

    In start i made 3 different calls of almost 30 minutes duration each but no one picked up my call. Laters, a customer representative Kashif dropped my call with out taking complete details of my complaint. I higly condemn this attitude.

    Ufone should seriously look at its Customer Service Representative’s attitude i must say. otherwsie any one can sue them.

    • waqar

      you are rite sidra…….. its true about U fone

      • MASUB ALI

        respected sidra,
        may u be gud n fine , sis am a team leader in one of call center of ufone, sometimes we are facing tecnically problems then u have to wait for calls ,, i u do face such problem i do apolojixw from kasifs side from bottom ov heart n wud try to eliminate wot u face,thanxs
        regards;
        masub ali khan

      • Muhammad umar

        yes ,, you are right bcz i have also faceing this problem
        MANY times ,,,,

  • ufone bekar tareen sim.ye haram katy hy.warid jazz telenor ke signal deko or ufone ke.or sim deko 150 ki sakal to deko sin jaket ki

  • waqar

    Yes its true…. same thing happened with me when I was using U fone………..

  • Qaseem Siddiqui

    .Ufone is the most pethatic service i have ever found and their Customer Department is the most worse department.
    In start on 28/4/2009 12:15 am, i made 3 different calls of almost 30 minutes duration each but no one picked up my call. Laters, a customer representative Zaheer dropped my call with out taking complete details of my complaint. After various complaints to different reps on help line,somebody committed to resolve my issue,but no solution so far as on 28/4/2009.I higly condemn this attitude.

    To day is 29th April,2009 & my Sms bucket is about to finish as ufone customer service intimated this morning.

    Ufone should seriously look at its Customer Service Representative’s attitude i must say. otherwsie any one can sue them.If somebody raeding these lines isadvised to take prompt action & credit my remaining balance wich are around 5500 SMS.
    Qaseem Siddiqui 0334-3238176

    • KHURRAM

      if help is not responding or busy, y dont u guys go for other medium like, web complaint, complaint via email ([email protected])
      FAX 111-333-900, service center or franchise outlet.we have to change our approach, so we can serve our PAKISTAN.

  • sunny

    well,i dont agree with you peoples, i m using Ufone from the last 1 year, i think its in the process of become better and better,

    right now, Ufone is the second largest operator in Pakistan after mobilink.

    for better improvment kindly suggest

  • khalid

    Well sunny , i also agreed with your comments.

    Ufone Services is now better than before, they have some network problem in the begining.

    Ufone is the first GSM Operator in Pakistan to Used the new technology of MPLS in their network at core side. still they are in the process of improvement.

  • processing better and better is not the right justification. I wonder if Ufone marketing and support people are sleeping and canot see our comments.

    Even nobody bothered to regret for the inconvenience ??
    Is their their qality service and INSTANT FEEDBACK ?

    And please decide urself if Ufone is the first or second largest network in Pakistan ? We are lease concerned with MPL and GSM services. The only thing a ufone customer knows that Ufone is pethati at dealing their customers.

    And please dont spam this blog by commenting from the same source.

    sidra

    • Qaseem Siddiqui

      Sidra,As a citizen of karachi I value your comments.To a great you are right that nobody from Ufone bothers to look into our comments.In fact,they are more than irresponsible.CEO must resign,,,

  • khalid

    sidra , as far as marketing is concern, Its clear from the print and electronic media, they r paying more attention and resources for their customers, As its the cheepest network in Pakistan.

    well, i dont agree with you with your comments about Ufone customer representative, i offently get to know about the new packages from 333. i found them very co-operative.

  • sunny

    well khalid, i agreed with you.

    aaj kal tu medai per sirf Ufone hii chaya howa hai…

  • No doubt they are very good at Promotion and may be Electronic and Print Media Marketing but what about online marketing ? i posted these comments in March and still not hearing from anyone responsible even in May –

    May be you have experienced something good with them – but look at the irresponsible attitude from their CS members.I was so polite to them and he dropped my call even without hearing me ?

    Forgot his professional capabilities;but tell me is it ethically fair ? where you are already paying for calling even customer support ?

  • sunny

    well sidra,can u please explain the name of that CS member, and if possible please tell me your problem. i will help you and resolve your problem.

    • Sunny Sb, let’s take this scenario in a broader way, meaning that solving a single complaint wont resolve the situation.

      In fact we need more detailed homework in support departments, where each and every complaint and customer is taken as keenly as anything.

      I would give you an example of this Islamabad based broadband company, Micronet, they take their customers like their assets. And you believe me, they do this with all of their customers, i don’t know their department size, but often i wonder how do they entertain each request so lovingly.

      In case of cellular companies, i would opine that Sidra’s complaint is managerial flaw, and high ups must re-think execution policies that they make for support departments, for instance, we need

      – Customer Complaint history
      – Feedback reports etc

      By the way, i know Ufone maintains both things, but they never called me back if ever i replied with NO to their SMS, asking my satisfaction.

      Moreover, they never look at my history, when i ask for emergency outgoing allowance while my bills are over; despite i am 3 years old postpaid customer, they argue rule is rule…

  • Sidra

    Look at my first comment
    “In start i made 3 different calls of almost 30 minutes duration each but no one picked up my call. Laters, a customer representative Kashif dropped my call with out taking complete details of my complaint. I higly condemn this attitude.”

    I dont exactly remember the date now; but may be it was 14th coz most of the offices were closed in Lahore and Capital because of the CJ Rally; Some internal resources at Ufone told me later that the call was entertained from Karachi;

    Look i dont have any offense with ny individual; My intention here is to address the service; the system and the institution.

    This is the only way Pakistan can progress and individuals can play a big role; No doubt!!

    If you do not want to extend this thread, please send me your contact details.

    • sunny

      ok contact me at following email addr.
      [email protected]

    • Qaseem Siddiqui

      Sidra,CEO of Ufone is taking a REM sleep!

  • sunny

    ok contact me at

    [email protected]

  • sunny

    Qaseem, kabhi tu kuch teek bool liya karoo…

    • Qaseem

      Sunny! you are _____.Pl try to listen to sister Sidra..

  • Imran

    Dear Frnds

    Ufone is an excellent network in Pakistan. And Ufone will be the first 3G or may be 3.5G network in Pakistan. May Allah give more and more progress to Ufone, Aameen Inshallah.

    • Umer

      Ufone will go for 3G? yes this can happen if Huawei will again offer free deployment and paying the license fee on their behalf. Even they not paid their GSM amount yet.
      Secondly in Pakistan only 3 operators are intrested in 3G are Telenor, Mobilink, Zong but now only remain Telenor who has also vendor NSN also announced that they also continue 3G deployment for Telenor( Also Posted on ProPakistani)other excuse the PTA and they are not ready coz of economy recession.
      Ufone CSR mostly drop the calls before noted down all details and this happen with me most of time.
      God Bless Ufone.

  • IBRAHIM

    ” Cheaters Never Win and Winners Never Cheat ”

    I higlly condemn this attitude, service, statments and Interview of Abdul Aziz, President & CEO Ufone

  • IMRAN GHANI

    Dear sir

    i have request to you… alway wrong call from this mob no 0332 4963916.. ten time quest about this compalin but no anwar..

    from
    0322 5585312

  • QASIM

    Ufone not response my complaint positivly.i asked so many times but they not response me .i also submit my complaint to PTA.

  • QASIM

    UFONE NOT RESPONSE ME POSITIVLY.

  • Atif

    Hello!

    I also agree with people who think that ufone customer is not satisfactory but still i think it depends on the operator with whom you are connected so he/she maybe good at listening and solving a problem or not!!

    But still no doubt the services and packages given by ufone are outstanding among all other operators in Pakistan. I am also a user of ufone and also a satisfied user as concerned about service.

  • Rockky

    If you talking about ufone. its a problem child for PTCL and huge burden on the sholders of PTCL. why dont ufone take adv. of huge infrastructure.still have 27% of market share even telenor arise yesterday and is gonna to cross the ufone market share. there is huge problem in the management structure/ team in ufone. Both PTCL /UFONE most pathetic nature of organization having pathetic customer services as well. 2 weeks ago i put a complaint to vfone customerrep. he gave me complaint# and ask for 24hrs to resolve.but still waiting for the response.huh ….

  • Ali Raza

    Dear Friends
    I am working as a Customer Care Executive in Ufone. If u have any quries than i can answer them…. Miss Sidra 1st I wanna answer ur comment that u have said In start you made 3 different calls of almost 30 minutes duration each but no one picked up ur call. Laters, a customer representative Kashif dropped ur call with out taking complete details of ur complaint. So just by judging the behavior one CSR how can u rate the whole organization???? Its not fair.
    I wish that once u come on the floor and attend the calls for just one hour …. After listening the rubbish from the customers i wish to see ur attitude with the customers. Our attitude changes after an obnoxious call. We are taking calls in a very positive attitude but just one obnixious call can badly effect our Attitude.And one thing more, the behavior of majority of pakistani customers is worst and most of the customers use abusive language & due to their worst behavior sometimes it happens that we lose our temperament.So its my request that dont rate any organization by having only one observation… Thanx

  • Imran

    But another side, Ufone launched those services which other networks did not launch yet, like; Ufone Call Block Service, Ufone Walki Talki (Push To Talk), Ufone U track Map, etc. And may be Ufone will launch 3G network before, Inshallah.

  • Ali Raza

    Imran you are right. If u look at the value added services of ufone, u will find a wide range of services. No other telecom company is offering that much Value Added Services to their customers.
    Some of those Value Added Services are:

    U Talk, Missed Call Notification, Phonebook Saver, MyUfone Account Services, Trivia Quiz, Pocket Data Services, Voice Bucket, urnumber, UGames, Ufone Music Station, UK Visa Information Service, SMS Song Dedication, Ufone Call Block Service, Sweden Visa Information Service, Quran on mobile,Ufone Mastermind ,Ufone Mobile Magazine,Word Power , Ufone self-Service Kiosk,Wap Portal, UBazar,Ufone Prize Bond Service ,UHealth,UKisaan,Ufone Walkie Talkie,Ufone Song Catcher,Ufone SMS Buddies, International Recharge,Hajj Guide,Ufone Dosti,Ufone Business SMS, Ufone UrEDGE, Ufone Toon Talk,Ufone EDGE USB,Ufone Collect Call,Ufone Travel Guide ,SMS Bundle Offer, Ufone TV Guide ,Ufone FunKey ,Utrack Maps ,Ufone Rishta Point etc……..

    Now u can see that this is the list of just some Value Added Services that are offered by Ufone. Is there any other telecom company that is offering this much value added services to their customers?????…… Offcourse no other telecom company can reach upto this mark.

  • Imran

    Thanks Ali Raza, But in some Ufone call packages, like; Ufone Prepay Life, Ufone Ghanta Package,etc, there r daily charges. Packages r good but daily charges must not b. Mobilink Jazz and Telenor r also offering late night package but there r not daily charges, but in Ufone Prepay life package (late night) the daily chages is deducted. Ufone is also offering 60 Paisa offer but customer has to pay 90 rupees + tax and validity is only 10 days, its not fair. What do u say about these packages(etc).?

  • asma

    Do you know that U-share has a validity of just “1day”
    It doesnot matter that whether you transfer Rs 10 or Rs1000 its validity will expire in just 24 hrs!
    All the extra/ unused amount goes to Ufone’s pockets….. this is simply robbing/ cheating.
    According to the operator (Helpline)it is given on its site.
    I have really screened its website but its not there.
    If anyone has the URL on which this info is given then pls post it on this forum Otherwise I am going to start a new blog/forum “UfoneDonotCare”……..

  • asma

    Dear Mr ali raza,
    I read your post …. please try to realise that customers say rubbish when they are NOT Satisfied!
    Nobody has the time or energy to call helpline just like that.
    Your operators should be Extra courteous with disgruntled customers.They should try to pacify them instead of showing indifference.

    • asma

      One more thing other companies respect their customers.

  • Imran

    Dear Friend, Asma

    First of all i would like to say that Ufone is the best network in Pakistan and thats 100 % true. U also must use Ufone.

  • Ali Raza

    Dear Asma
    As u said that”Customers say rubbish when they are NOT Satisfied”… u also said that Nobody has the time or energy to call helpline just like that.
    I wanna tell u that majority of customers are just calling the helpline for the sake of having fun…. mostly they call & just irritate us or they will ask rubbish quries like ” I want to know whats the time now or do u have number of any girl, or they will say we were getting bore thats why we called the helpline etc…. Now plz tell me what is this…. are they not satisfied with the services of ufone thats why they are doing all this???? u said that no one is free but i think they are free & they have extra energy thats why they are utilizing their energy by calling the helpline just for the sake of fun…. Do u understand????

  • asma

    Dear Mr Imran I am aUfone customer that is why I have complaints regarding their customer help.Pls read my first post!
    And for you Mr ali raza, I am still awaiting your respose for my first post regarding “1Day “validity of Ushare….. which is not mentioned any where on the website.
    I fully understand your situation now but dont you think that other cell phone networks also face same situations…. they are polite so is it really very difficult to train your operators to act nicely (atleast with genuine complaints)?????

  • Imran

    Asma

    u wrote that Ufone Ushare validity is only 1 day, its ok. But other networks how much validity of balance transfer is available ? like; Telenor Smart Share, Mobilink Jazz Share, Warid Balance Share,and, Zong Yariload. must reply please.

    Meri Dua hai

    Us “Mushkil Kusha” say, k aap ki sari mushkilaat door ho

    Us “Ghfoor” say, k aap ko bkhsh day

    Us “Raheem” Say, k aap pr Rahm kray

    Us “Rabbul Izat” say, k aap ki izat ki hifazat kray

    Us “Ghani” say, k aap ko hr drjay say nwazay

    Us “Maalik-e-Kainat say, k aap ko hr khushi day

    AAMEEN, INSHALLAH

  • asma

    Dear Mr Imran,
    You donot understand the problem…. “Validity for “U share”
    is not mentioned ANYWHERE on their website and their operator insisted that it is given there…!
    As far as other telecom companies are concerned…. well, presently I m not their customer so I donot care about thier packages/ facilities/validity etc.

  • Imran

    OK, OK. Dear Friend Asma, i have understood. aap to naraaz hi ho gyien hain. Best of Luck and keep smiling always.

  • Alee

    Im a ufone user myself … But ufone services are the worst
    There edge speed is so bad … There customer support is useless
    Warid has really good edge speed.
    Ill list the best service providers
    1. Telenor
    2. Warid
    3. Zong
    4. Ufone
    5. Mobilink

    • KHURRAM

      CURRENTLY Ufone offer EDGE in 12 cities other than those GPRS zindabad.

    • hey alee and all i am a ufone customer from multan i agree with you all that there customer service is not good but look at other things there rates are best they have great network after mobilink of course and they could be the ones to launch as it is governmnet based even though etisalat bought 26 % of the shares besides there ads are hilarious and they own the other compnaeis XD

  • Qasim Shah

    Dear Ashan

    i was using ufone postpaid since 02 years but its billing not update day by day its creat problem in billing and prepaid is little better from postpaid but postpaid very very poor.in Opposite if we compare mobilink to ufone then mobilink is best bcoz they know how to treat the customer and value of customer.After then telenor billing is best .and service i m so dispress from Ufone PostPaid .

  • Qasim Shah

    Dear Ahsan

    Assalam O alaikum

    i was using ufone postpaid since 02 years but its billing not update day by day its creat problem in billing and prepaid is little better from postpaid but postpaid very very poor.in Opposite if we compare mobilink to ufone then mobilink is best bcoz they know how to treat the customer and value of customer.After then telenor billing is best .and service i m so dispress from Ufone PostPaid .

  • tahir

    my dear sand me ufone or other compine code.

  • Yasir

    I’m big fan of ufone prepay, coz of many reason. Mainly it’s give very cheap rates on int roaming. It’s give u very attractive value added services. It’s give u very simple and cheap rates on local and int calling. Ufone is only company in Pakistan who give monthly edge buket on prepay. Many other stuff. Manytime I decide to switch my number to other network but could just becoz of above mentioned services.

    Main drop of ufone on which lossing customers.

    Network problems like drop of calls , poor reseption of signals, even I got to much problem like after connetivity of call I can’tl hear and other can’t hear me on both reviving and dialing. Other promblem is very slow edge speed.

    One more problem they activate there value added service like utune automatically even customer don’t order it, from that they generate millions of rupees on activation. I got same problem, on fight with customer center they reverse me after day.

    I hope they will fine better solution about all above mentioned problems.

  • Shiraz

    Ufone no doubth its best but nowadays its not working properly in our area and our area name is university town if ufone doesnt work in university town area in peshawar which z the best place also all ufone telenor, warid mobilink zong main offices r there and still its not working there but as per people saying tat this z all coz of those americians whoz r living in town they have put Jammers in their area so by dat ufone, telenor, warid n mobilink all network signals r completly week i dnt know how the goverment all those people to do such things with gsm communication.. i hope any1 can take a serious n strick action regarding this.

    i receive only 3 steps of signals in my room n tat also comes into 1 or 2 sometimes before it was always 5 on 5 now i m comepltly feed up of mobiles.

    hope u guys solve this problem.

    Shiraz.

  • use url

  • sajjad

    hello
    i have made portability from Zong to ufone
    so i observed that there is a problem in reving call form mobilink i lounch complant many time but zero results form call center
    so
    . . . . ..
    what can be done with this prob….?
    gatya tareen service

  • TARIQ AZIZ

    THE 1 QUALITY OF UFONE IS NOT ANY OTHER MOBILE COMPANIES & THAT IS ITS JUST 14 & ONLY PAKISTANI COMPANY. SO BE PAKISTANI BAY PAKISTANI

  • Rabelle

    hi i’ve a Question, how can someone call us from ufone code 333 exept ufone service.
    today someone call on my ufone number n said u’ve won 500,000 Rs cash but to get it u’ve to follow few steps i did..in which i lost my family’s 20,000 Rs,
    those people who were calling us were crooks. Ok we get it but they were calling from number 333.
    i want genuine answer, All your prize schemes are fake fruad.
    bunch of people robb us and its Ufone people’s fault.
    I want to discuss this matter with Ufone Official i wont give up untill i get my money back!

  • muhammad saeed khan

    dear, I have received very poor signal & distortion a prolong. i have aknolodge/submitte to ur good help line 333 maney maney time, but no possitive responce. why? please insure me, take a nessussery action to coceren persan & need to visite my area . from muhammad Saeed khan city muzaffargarh(punjab)thermal power station colony GENCO-III MUZAFFAR GARH. my cell No. 03335566850 / 0662033290 / 03125566850 .plz solve the problem as soon as possible THANKS.

  • muhammad saeed khan

    Main drop of ufone on which lossing customers.

    Network problems like drop of calls , poor reseption of signals, even I got to much problem like after connetivity of call I can’tl hear and other can’t hear me on both reviving and dialing. Other promblem is very slow edge speed.

    One more problem they activate there value added service like utune automatically even customer don’t order it, from that they generate millions of rupees on activation. I got same problem, on fight with customer center they reverse me after day.

    I hope they will fine better solution about all above mentioned problems.

    03335741748

  • Mushtaq Ahmad

    sir
    Modebana guzariesh ha.k Distt.Buner village chinglai ma U fone service nahin ha.ma ap saheban say apail karta hon k maray pas plase of tower ha. ager ap yahan u fone service start karna chahty ho tu ma ap saheban ko plase of tower dainay k ly tayar hon thanks.
    Mushtaq Ahmad village chinglai Distt. Buner
    MobaILENumber.03149636037

  • Noel Lisk

    Thx for information.

  • Nauman

    Why ufone doesn’t respond on [email protected] as such address is specially designed for corporate customers as listed on http://bsms.ufone.com/bsms_app/ufone/FAQ.html

    if the email id is dead, just removed it from the site.Such offline support has to be enabled and in active mode.

  • Altaf Hussain

    Hello Asslam Alakum Sir .

    Sir my name is Mr. Altaf Hussain Rajar . I am a graduate . I
    am 25 years old . I belong to desert
    area of umerkot District , which is very much backward area . sir I am always impressed u .Sir My society is sink in barbarism, they are
    un educated , standard of education is
    to low , very few peoples reached in to matriculation , they have no knowledge
    about world , Sir with the efforts of my
    parents I complete B.A final , sir you are living in big cities , you have
    no knowledge about desert villages , Sir
    I want to educational revolution in my society, we have no source to
    communicate to the world , Sir city Umerkot is 40 KM away from us , daily outback village to city I am using
    computer in the city 3 times in a week
    at private institute , computer charges
    40 rupees per hour , Sir I am poor I can not afford these charges , So plzzzz I need
    computer and smart phone .sir I am poor
    I have not rupees to reach at your program . but you know Sir that now world is a global village through Internet ,
    Phone etc . Sir I am a poor student , I have no facility to connect with
    the world , Sir I have need your
    help , Sir plzzzzzzzzzzzzzzzzzzzzz help
    me , Sir my request is plzzzz manage a LAPTOP and smart phone for me to connect to world and work to gather
    .

    Urdu

    Sir hmari basic need
    to Roti Kapra oar Makan hy , lekn sir hm chahty hn k education k through hm agy
    ja skty hn , ajkl education k ley Computer oar Internet ka hona both zaroori hy
    , is ley meri ap sy hath jor k request
    hy ,plzzzzzzzzzzzzzzzzzzzz sir meri
    society aor mery ley kuch kren . hmen Laptop computer oar smart phone inayat kren . ap ko RAMZUN
    MUBARK k sadky ap jo bi hmari ley kr sakty hn wo kren ALLAH ap up ko us ajar dy
    ga.

    Address: village Karimdad Rajar. UC kharoro syed , Taluka umerkot dist umerkot. Post office
    Umerkot

    Contact No : 0347- 3922453
    / 0304-0358581 Email Address : [email protected]