Tikona — BAD connectivity poor service | |||
Dear Sir/Madam I, Varinder Kumar , is a customer of your internet services division/Broadband/WIBRO service. My customer no. is [protected]. I have subscribed for XFUL849 plan after much persuasion by your representative and with an assurance that under this particular plan the services are best as this plan is being sold as corporate plan along with a static IP. The issues started from the day one itself , when no body came to install the router for five days, than after few days the service broke down. The complaint was attended on 3rd day and at that time only I was told about the installation of some Nano station at my roof. Anyway it worked fine for a week and now again the connectivity is so poor that even your www.tikona.in is not being displayed in the browser. I have logged the complaint at least thrice[protected] , thrice it has logged, another one is[protected] but not a single time it has been sorted out though the commitment o[censored]nbreakable service was made at the time of sale of this particular plan to me. This is a complete breach of trust and harassment of a customer. Further while I call up your customer care number for logging a complaint , they try their best to issue the same complaint number so that the number of complaints can be kept low, a strategy probably to please seniors and boast of good services and avoid law. I have just completed one painful month suffering from slow connectivity and many a times no connectivity at all. The issues are never sorted out. With this mail of mine I hereby request you to direct your personnal to sort out the issues at the earliest. If it is not possible for your employees/service engineers to stick to commitments made to a customer w.r.t plans sold to them, I request you to kindly discontinue my services immediately and refund my balance amount. KINDLY TREAT THIS MAIL AS URGENT SO THAT I MAY BE ABLE TO SHIFT TO ANOTHER SERVICE PROVIDER AS MY WORK IS SUFFERING BECAUSE OF BAD INTERNET SERVICE. Regards Varinder Kumar Customer no. [protected] Was this information helpful? | |||
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+91 22 6119 1700 [Non Technical Queries]
+91 22 4062 9629 [Tech Support]
'Corpora', Office 3A, 3rd Floor, LBS Marg, Bhandup (West), Mumbai, Maharashtra, India - 400078
Hi Tikona
I would like to start by telling you how pathetic your services really are. I am sure you must be already aware of this fact as I am pretty sure that I am not the only cust who is upset about your poor services!
Ever since I have taken your service, I have had nothing but recurring problems at a regular frequency. Every 2 weeks to a months time, I have to call you guys and make the same complaint…. “SLOW SPEEDS”. This has now become a regular practice for me and your service has become so unreliable that I have decided to disconnect your service. What’s worst is that now whenever I call your IVR and dial 1 for technical help, I am by default routed to a Cust Service Exec who only takes a complaint and then says “you will receive an SMS in 6 Hours with the resolution time mentioned in it”. Is this a JOKE???? Someone is upset that his internet service is not working and wants it fixed immediately and you say wait for 6 hours!!! And that to only to receive an SMS… post that how much longer for a resolution???? So does your customer suffer in the mean time?? Is he not paying for the service???
Coming to second part of this complaint, I had first called your toll free no to lodge a complaint about the slow speed on Monday 23th Aug at 05:00 hrs but your IVR said that you guys work only 8:00 Hrs– 00:00 Hrs. I hence requested for a call back as prompted by your IVR and punched in my mobile no. I then assumed that I will get a call back at the earliest as mentioned by your IVR. I however did not get any call back till date.
Since I did not receive any call back and since the slow speed persisted, I called your toll free no again on Tuesday 24th Aug at 14:15 Hrs and spoke to Yogesh and for some reason he refused to give me his Last name stating that it was against company policy (but strangely your company policy did not stop some of your other agents whom I spoke to later from giving me their last names, so that means that either the policy is different for different agents or Yogesh does not know the policy!!!). After informing Yogesh about my problem, he informed me that he will have to take a complaint and then I would receive an SMS in 6 hrs with the resolution time mentioned in it. I got really upset that firstly I did not get the call back and now I have to wait for 6 hrs jus to know when I can have someone call me for a resolution. So that means your customer who is calling for help not only can’t get immediate help but now has to wait for 6 hrs plus to get the issue resolved. I refused to accept this and asked to speak to the manager, to which Yogesh just refused and since I got abusive due to the frustration he hung up on me!
I then dialed again and this time I spoke to Suraj Gadgul who mind you had absolutely no problems in giving out his last name!!! I called him at about 14:22 Hrs and he finally took a complaint and gave me the complaint no:[protected]. Since I was so upset, he said that he had referred the case to his seniors and I would get the SMS on priority in 1 hour! I have still not got the sms or call!
I called again the next day on Wednesday 25th Aug at 13:55 hrs since I did not receive the call and spoke to Sheetal Raut who again had absolutely no problems in giving out her last name!!! I gave her the complaint no and she told her that I did not get the sms or call. I also gave her the complaint no and she informed me that there was an update that there was some kind of bandwidth issue. She again then promised me that I will get the sms and call, and not surprisingly this time too I have still not received the sms or call!!!
I seriously feel that you guys are just a bunch of jokers there who do not know how to conduct your business!!! I am dead sure that I will not be making any more payments to you guys till I get your freaking SMS and a call from your freaking technicians who should come and check how pathetic is the speed that guys are offering me after claiming to offer me 750 Kbps speeds!!!
I don’t think you guys should be in this business if you can’t offer basic customer service and help. Even your IVR is so hopeless which says dial 1 for technical help but routes you to a customer service exec!!!
If this issue is not resolved in the next 3 days with appropriate compensation then I will have this service disconnected. I am really hoping that this will be taken seriously else I am going to advertise your service all over the broadband blog sites!!!
Below are the dates and times that I have called your stupid call center!!!
Date: 24th Aug
Agent: Yogesh (dint give last name)
Time: 14:15 Hrs
Date: 24th Aug
Agent: Suraj Gadgul
Time: 14:22 Hrs
Complaint:[protected]
Date: 25th Aug
Agent: Sheetal Raut
Time: 13:55 Hrs
Complaint:[protected]
Disc Ref No:[protected]
Regards,
Lanio Carvalho
[protected]
Tikona ID: [protected]