[Resolved]  Tikona — Incompetent Customer And technical Support

Address:

Bangalore, Karnataka

Hi,

My ordeal started on July 30, 2011 when my tikona internet somehow
stopped working...my ordeal still continues...

As I was away from home. My preganant wife had to call the tikona
support for help. She called multiple times, troubleshooting was done
but the issue was not resolved. An engineer was requested to come down
to check. But the engineer didnot turn up on the designated day. Even
after making several calls. In vain my wife called me telling that she
has been calling to get the internet rectified. I was really pissed
off..so I asked my to call up and tell to disconnect the connection.
Also, from my side I wrote an email to customer care, for which till
date I have note received a response.

So, my wife gets a call from technical support that an engineer would
come.So he turns up and check the connection. Goes to the terrace and
comes back saying that someone has stolen your Device from the
terrace. You will have to pay Rs 1500. My wife calls me and tell me
the issue. Then she gets a call saying that an FIR has to be lodged
and then we would have to pay Rs, 1500 also. She speaks to the Area
Manager and he says that we would have to pay for getting the
connection.

Finding no option, My father-in-law goes to the police station. From
the police station an enquiry is made and our apartment watchmen tells
the police that there was a tikona persoal who had come to our
builiding for some other customer had carried back a device. The
police call up the person as his number was entered in the register.
He says that he had taken our device and now is attending some
relatives marriage and can only come on friday.


So my questions to Tikona Company is: Please I do need the answer.
This is a very serious issue.

Whoes fault do you think this is Ours or Yours?
All the suffering and mental trauma that my preganant wife had to go
through becoz of your service. Is it Justified?
How can a engineer take out a device without checking?
How can a engineer not inform his Department that he took the device?
What would have happened if we had filed a police complaint and this
guy would have been picked up?
Do you think we should continue with Tikona?
Why dont I get a response when I wrote to customer care department? Do
they trash the emails of the customers?
When I login to Customer care portal. Why cant I see the details of
the case? Just the ID of the case would not help me understand the
status?
Do you think Tikona is a customer centric company?
Should I contact my Legal department and sue your company for service
incompetence?

Regards,

Pradeep Vasudevan