Tikona — Worst customer care. No any appellate authority exists in Tikona

Sub: Frustrated by ISP - M/sTikona Digital Networks Pvt. Ltd., CIN: U72900MH2008PTC182808 ‘Corpora’, 3rd Floor, LBS Marg, Bhandup (West), Mumbai -400 078.

Respected Sir,

I was using the fore said internet connection of M/s Tikona Digital Network wide user Id-[protected] since March 2015.

Their services were very bad and pathetic they never use to provide an uninterrupted services for one or other reason their services used to gets break down due to their own technical problems and back end tower problems as it was told by their own technicians who used to visit our site as lot of money is involved in shifting their towers and it also appraised by their technicians that most of customers are facing similar problems like us and thus they are fed up with their poor services

I've paid around Rs 3500 for the first three months and was receiving very poor connectivity right from the fist month. The so called "engineers" who came to demo the service promised me that I'll be receiving atleast 2.5 MBPS speed when I'm paying for 4 MBPS speed service. i.e; 950 per month for a 35 GB plan.

When tried to call the customer care, it's a disappointing task as all they tell ON EVERY SINGLE CALL is that we're facing some technical issues on the tower and your problem will be resolved in 8 working hours.

It's a very very time consuming task to call the TIKONA service providers back end which is available for 24 hours call support but the fact is I've never received the support ever. It takes more than 30 minutes to get connected to a customer care rep even though the IVR says that your expected wait time is 1 minute, hence I don't tend to disconnect the call. It's luring right from the call wait time.

If by luck I get connected to the CCR, the rep first asks a silly question if my adapter is on - without which how will I try to get connected..? silly untrained staff.

When they see the packets drop or the reply time when pinging is more than 2500 ms ( Which should be in 7ms or max 9ms), they say to be on line and "DON'T DISCONNECT THE LINE" - Do I look stupid, after waiting for freaking 30 -40 minutes and listening to some annoying music, do you even think that I'll bloddy disconnect the phone line?

Again after a 5-10 minute halt, all they say is that "There is some technical issue and it will be resolved in 8 working hours". They say that first our Senior technical team will check the service and provide you resolution, please keep the adapter on. If for any reason, they aren't able to, you will be assigned with an engineer.

I'm an employed person and can't spend 2-3 hours with these calls or may not be able to call them every single day I face a problem and when request for a waver, they say to request once the problem is solved - I think I'm just being in a loop.

I've paid regularly till Oct-15 and have decided not to make any more payments and requested to stop the service which has not been attended yet.

In the last 6 months, I've faced high end issues with the ISP and have not received timely or uninterrupted service for the money I've paid them.

When a technical person / engineer is assigned, they come and work on my neighbours terrace for 4 - 5 hours yet with no success and again they say the same thing - some technical issues. This is very annoying as a working employee can't afford to spend 4 -5 hours a day for these untrained jobless engineers.

One gentleman frankly confessed that the tower from where I receive the signals is blacklisted and that they are in a transition to change towers but it will take anywhere between 3 to 6 months. I'm highly disappointed with the service and have called almost every day in Nov-15 and Dec-15 to report the issue and that I need a discontinuation.

Many of the representatives even discontinued the call. I'm mentally bothered as I get SMS notifications on my number every 4 hours in a day and almost 3 emails a day for overdue payment.

They use to send email / sms / call notification every day thrice to remind me of the payment which I used to make on time with out fail and off late, I've not paid when I received a call from the customer feedback team.

A very helping employee - Madhuri called to check in for a week or two and then she too got fed up coz the service is really bogus and can't provide uninterrupted service.

The so called area manager has resigned and I've requested a visit which has never been successful till time.

On this new year, I've decided to write back in detail as when I've tried to write first, they emailed back the standard auto reply that the problem will be solved in no time which was never the case. The engineers when visit the location, if the problem is not solved don't turn back and the next day I get calls to confirm if my problem is solved or not. When I press 1 stating that the problem isn't solved, they try to get connected to the customer care which NEVER EVER gets connected. I'm really really fed up of this service.

In Nov & Dec-15, almost every day this issue had happened, I've got the recordings of the complaint numbers and can provide it on request. I've almost 10 -15 of them for the last 5 -6 months and in Nov & Dec, they added all the complaints in one ticket number. The worst thing happened was when they call and if by any chance I happen to miss the call, they email the next second that we've tired to contact you and you weren't reachable and that your issue has been resolved - HAPPY SURFING. I mean, how can this be possible, I just missed the call and the next second my phone beeps with an email notification, when I get the connection checked, it's still the same. IT's SOO DODGY.

I've requested a waver for atleast 50% of the money I've paid a I've not received the service and the speed was an issue since day 1. I want the outstanding to be reversed and the credit either in monetary means or in duration means to be delivered to me asap. Failing to which I'll have to file a law suite against the above mentioned ISP and knock the doors of justice.

I've already consulted a attorney friend of mine and will certainly proceed if my requirements are not fulfilled.

Sir I would kindly request you kind self to do the needful to get rid from mental harassment made by service provider and also request you take necessary action against the above-mentioned service provider.

An early urgent and favorable action is highly solicited. I am thanking you

With regards,

Sinu Varghese

Dear Sunil,

Greetings from Tikona.

We have noted your post. In order to assist you further, we would require your contact or Tikona User ID details. We have assigned a reference number # TIKOC0219 to your case. Requesting you to mention the reference number in the subject line while sharing your details with us on [protected]@tikona.in

Regards,
Tikona Care

Dear Sunil,

This is a gentle reminder to follow-up on your concern listed on Oct 03, 2015. Requesting you to share details in order for us to assist/resolve your concern. Kindly share your details with us on [protected]@tikona.in mentioning your assigned reference number TIKOC0219 in the subject line.

Regards,
Tikona Care

Dear Sunil,

Gentle reminder # 2

We have not received your information for us to take it forward. We now request you to share your detail on our official Tikona Forum - forum.tikona.in by mentioning the reference number in the subject line.

Regards,
Tikona Care

I have asked for my account closure on August 26th, 2015 and stopped using their services/network. But they keep sending bills and also legal notices (3)...and not responding to my calls and emails in this regard.

Tikona is worst service and they are playing cheap tricks on public.

-Bharath
Bangalore

Hi Sinu,

Even I had a similar experience and easy way out is to spread the message so that they should shut their shop !!

User #[protected]

Hi!
After 3.5 months of request for stoppage, (To be precise 6th Nov 2015), I still got bills citing usage from Tikona whereas I was not using Tikona but another.
After series of mails to customer care and failed actions, I had recently raised the matter to Appelate authority. The unique appeal docket number is 1-[protected].
Let us see if they at this Level act with proper Diligence.

Prasad Satyanarayana Durgavajjala.
Tikona Account UID: [protected]

The appelate authority replied in their favour...Tikona in its current form doesnot seem to have ethics.