Location/place: Pune
Name of company/service: Tikona Digital Networks
Respected Authority,
I got a new connection for Broadband Internet from Tikona on 2nd September, 2012 which was activated on 4th September, 2012.
Customer Account No.: 118753558
Billing Account No.: 118696898
Username: 1107168295
Complaint 1:
At the time of speaking to the Relationship Manager, Ganesh, I was quoted a 3 month 512 kbps connection for INR 2100, however after the request was taken, I was called and said that this is now revised to INR 2300. Hence I need to pay the additional amount.
Now, I get a call saying that this amount is actually additional INR 270 and that billing cycle is till 25th November so i need to recharge now. The differential 8 days was adjusted against the less amount paid by me.
I was never informed of billing cycle and the amount paid was 3 months and not less!
Complaint 2:
I generally use the internet only during the night due to my work hours. Since the day i took the connection, almost everyday internet did not work from 8pm – 11 pm. Even if i was able to login, the connection would suddenly drop and then come back or not. Hence, most days i was unable to use it.
Repeated complaints were ‘resolved’ but the problem continued without any resolution.
On Thursday, 25th Oct, similarly the connection went out in the night. I logged a complaint. The engineer came (during my office hours since they can’t come after 7pm hence i had to come from office)and ‘fixed’ it but within 5 min, the problem recurred. I called back the engineer and he fixed it again. At night, the problem recurred!!!! On calling tech support, i was told the complaint has been closed and there was no way to reopen a complaint and that someone will call me back next day.
I did get a call back but was told a person would visit only by Sunday! on repeated arguments on this, the lady on the line told me to hold as she will try to get her team lead to speak to me, then she told she is unable to transfer the call so he will call back but i never got a call back. Tried speaking to the engineer who had come the previous day, he said he can come by 08:00 pm (Now he can work late hours) but then never came nor responded to my repeated calls. Meanwhile, by Saturday evening, my connection was again working without anyone coming to address it!!!
Absolutely pathetic network and worse customer service!
Complaint 3:
Same problem as above happened the next weekend on Friday, 2nd Nov 2012. On speaking to tech support and a lot of argument with the person on the line and the team lead, i was told that someone will visit my place by 10:00 am in the morning and fix it. NO ONE CAME!
I called at 11:00 am, another team lead, said for sure someone will visit by 04:00 pm, NO ONE CAME. Meanwhile the RM who had issued me the connection, he said someone will visit in half an hour, as expected, NO ONE CAME. And then he refused to pick my call. Finally, after repeated calls, discussion with some 3rd party, the engineer, shouting, pleading, someone came at 05:30 pm and fixed it. After wasting one full day after Tikona! At 4:00 pm, i had also told Tikona that i must get a compensation for all the time my net has not been working (about 2 months) or disconnect my connection and give me back all my money!
Complaint 4:
Last week, someone from technical team called and said there was a ‘flapping’ issue in my area which is now resolved and hence i shouldnt face a problem. i asked since when was there the issue and when did it get resolved, he couldnt tell me! i told him why i asked for disconnection and he confirmed that my usage in September and October was a meagre 2.3 GB which is extremely less for an unlimited plan. Finally, he said he can get me INR 200 discount on next bill, which i disagreed, and said someone will call me back.
Next call from tech support, the lade wasnt aware of my problem, explained the entire case, same rhetoric, no solution.
Next call from tech support on Monday, 12th Nov, same story no solution. Finally i told the lady on the line that i have explained this multiple so please next person should be aware of the facts and respond with a solution.
I got another call today, 14th Nov, by tech support. And the guy, Vishnu, is telling me that since my service is working now, there is no reason for refund. of course the service is working now that billing cycle is near! I told him that i either want disconnection with full refund or at 1.5 month extension of service due to the technical disruption. He said he cant give that hence maximum INR 200 discount. The guy was extremely insensitive to my problem and was trying to showcase that Tikona is giving service now hence all past problems are none of their concerns.
Tried speaking to the RM, he picked the call! Said the other day was a training! Full day! Also assured that he’ll call back in 10 min at 05:30 pm, no calls yet and now he is not responding to my calls again.
I am currently left with a feeling that i have been cheated with no resolution at hand. I either lose all the money paid to Tikona without getting the desire service or forced to recharge for next 3 months and live with their services and tantrums.
Kindly help get me justice and I hope any probable customers for broadband will not use Tikona’s service till these guys fix their processes and customer orientation.
Regards,
Sandeep Jha
[email protected]
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