[Resolved]  Tikona — Internet broadband issue

Address:	Mumbai City, Maharashtra, 122001
Website:	www.tikona.in

Dear sir,

With respect to my complains, I am writing here with a very disappointment and dismay that one of

My relative Gaurav Sharma (User ID - [protected]) is using the services of Tikona since long time . But we never get any better services from them since paid the amount timely .

I have taken a Plan of INR 950 (50 GB) at 4 Mbps Data Rate . But the speed I get from them is 400 Kbps with a lot of Internet Fluctuations and Disconnections.

Whenever I starts using Internet, it never work .

Connection was taken in the month of April or May at new location (at Present also) but since then we have called their customer support on daily basis for the help in regards to the complain . Or to Send the Technician to get the issue checked and corrected .

Now, As I was out of the town, so when I am back since mid of December, I am facing daily issues with their Internet services . At the beginning, I had ignored thought of it might happens due to the network .

But now I am very sure that they are at fault .

My daily routine is to work at office for 12 to 14 Hrs and I rarely use Internet for approx 2 to 3 Hrs . But whenever I try to access, it almost stops working .

Then, always I had to call their number and then they provide us time of 24 to 48 Hours to monitor the Back end or network . However, it never get resolved and this has been conti nuously happening with me since December (the time I am available) till date .

Whenever I called customer care, the fake promises and commitments were made by number of Seniors Executives (named Piyush / Prateek / Aditya / Amish - Worst Exec. ) .

They mostly tries to arrange call back from the Team which rarely happens from their side .

Now, I launched a complain 3 to 4 times in the month of January seeking for a resolution for which they sent a Technician who hardly helped us who just visited our place and turned the router's direction which is not a solution to the problem .

Again a number of calls made in the month of JANUARY And FEBRUARY .

I was not always available to get in touch with these guys, as no one is free . So, I hardly put a complain but their TAT is 24 to 48 Hrs which they never follows up . I raised a complain by calling them on 25 FEB till 29 FEB to resolve the issue . But they never bothered.

Hence, I asked them to release the waiver amount back to me for the whole month which I was not able to access the Internet .

The guys denied at first and after insisting a lot, He (Ashok Sharma ) raised a complain of Waiver only for February month .

Here, I would like to mention that whenever we calls, it takes a long hold to connect to the Team, then they arranges a call back and they are not the concerned person because they never take any decision of their own . Their calls durations usually ends to more than 1 Hour or 2 Hours as they tries to defend themselves on call .

Facing the same issues in the month of March, calling number of times in the first week of March and then continuously from 13 March and 17 March till 22nd March . They did not provide me any information about waiver and resolution .

My first question is what was the need to give waiver to the customer for February month . Obviously, if they are not providing the services . So, they are accepting it indirectly.

My second question is why the waiver has been calculated on the usage data not the entire data .

If the person has 50 GB data and he or she could not able to access . How could it be possible that after paying for whole month, we are able to use only 14 GB data which clearly shows them defaulter .

My third question is how they can assume the calculations without sharing it with the customer the way of doing . They just do what they want to irrespective of what customer exaxtly demanding and why he is approaching to and to what . .

Now, I requested them many times to share me the Logs of the Data Usage along with the Data Fluctuations, Pings and Disconnections .

They never shared it . This was raised on 13 March and till 22nd March I am approaching these guys .

I had been told on 17 March that no resolution can be given on call then why the customer support is available . Also, was told that Waiver Team will call . I got a call on Sunday (20 March) at 12:00 PM from Akash (Waiver Team)N who is really uneducated about the services and when asked him about the waiver conditions and to my surprise, he was not having a knowledge and he said his senior team will call in 15 mins which did not happens .

No one called . I spoke to AMISH, after having talk of 1 Hr 10 mins, he just disconnected call with out giving any resolution .

I called again and spoke to ADITYA on 21 Feb at 08:00 PM but the concern said that I will get a call from waiver in the morning at 10 AM on 22 March .

And there was no call back arranged from any one .

I called on 22 March again, and spoke to Prateek, he said he will get a call arranged by 12 PM . I waited however the Person named Walnik (Waiver Team) came back and disconnected the call in 2 mins (at 12.40 PM) .

Prateek called me back to check as I told him to give me a follow up call back but he could not answer to my queries and they all failed to resolve the issues .

My Complains

1. Need proper connectivity
2. Why the call back was not arranged after giving assurance
3. Why the complains were not logged on calls after insisting 100 times that my internet is not working . Team said that this has to be done at my end . But How could I be able to if INTERNET IS NOT WORKING .
4. Why the waiver of Feb is given of INR 628 if issue was for whole month .
5. Why the calls were disconnected after saying not to disconnects .
6 . While I requested now a waiver from May to March and no one attempted for the same .
If the disconnections and disgusted services are being provided then why should not I ask my whole amount to be refunded as per the PLANS taken and did not get the delivered services properly .

Request - I need a complete waiver of May to March Month as they literally harrased me . Have dialled up many times provided with no resolution only headche and vocals damaged . You can check the recordings . Even, we calls and they never document the same and then bounce back to customer that we never complain .

Also, I started complaining and posted on https://www.facebook.com/TikonaIndia/timeline but they have blocked me instead of doing needful .

WRONG INFORMATION CONVEYED TO ME IN REGARDS TO DATA PLAN '.

NEED CORRECTIVE ACTION TO BE TAKEN and PROPER COMPENSATION HERE DUE TO THEIR BEHAVIOUR .

I might have missed many things but still hoping for a resolution in my favour as we are paying for something and not getting 0.01 % for it .

HOPING FOR THE RESOLUTION NOW


Thanks and Regards
Sugandha
Mob : [protected]
Email sugandha.[protected]@goibibo.com