Tikona — Bad service / Unfriendly Behaviour

Ashish Agrawal

from Mumbai, Maharashtra

Address:

Hyderabad, Andhra Pradesh

I applied for tikona connection on 31st Mar 2010 , a sales representative ( Phani Kumar) came at our place ,took the installation charge and promised to provide the connection that day itself. However the connection was not provided that day , i called him next day to check what went wrong , he told me that a technician would come at my place within 2 hrs , again no one showed up till late noon then i called (Phani kumar) again,he didn't receive my call , then i called in the head of sales tikona ( Achut) he told me that there was a shortage of devices and connection cannot be provided until late next day, he was too rude and even said if you don't want then don't take the connection , i tried calling technical department head (Chaitanya) she didn't receive the call however when i complained in tikona care and then a technician came late at my place( 1st April) and did the installation but again he couldn't set up the connection and said there was an issue with the back end and at 7 O'clock in the evening no back end technician so he promised to resolve the issue next day (2nd april) but he never showed up and then i had to again launch several complains since then and each day a new tech comes and tries to resolve the issue.However it is never done. i had a talk with chaitanya every day atleast three times and now when i got fed up with launched a complain to terminate the connection the technical head has stopped receive my calls and is now responding .I just wanted the connection to be terminated and my request is not being processed. I don't understand what should i do now , i need the connection to be terminated because i don't want to get a bill at my home for the connection which i cannot access.I have even called customer care requesting to terminate the connection but all they do is provide me with a new case number and nothing else. I remember one of the agent's name at customer care was ( Anand ) and his manager who had promised to give a call as he was busy never called back and his name was ( Yuvraj ).
So Can any stern steps be taken against these guys to give us so much of trouble..

If so i would request that to be done.

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Comments

km.srvn

Ms, Vertika,
My experience with Tikona Digital Networks - [protected].
Can you please respond & update me the status ? I hope the issue will be resolved & I will have my refund back.
Please disconnect the services with immediate effect I would not like to pay for your services any further.
SALES / MARKETING EXECUTIVE
1. While the demo was shown the internet speed was less than 100kbps for the @mbps plan, the Executive convinced me “it’s just a demo our installation people will place the modem in the right direction & you will 100% get 2Mbps speed, the user name is shared by many sales executive so it is still slow”.
2. I wasn’t convinced, then he called his sales manager to provide a new user id which he sent via SMS & he used that user name & convinced me stating “If you pay Rs.1000/- installation fee will be waived off!” I accepted it without knowing it to be a trap.
3. The marketing executive took the cash Rs.1000/-, address proof (passport copy), photographs and promised for the installation in 2 days.
RECORDS TEAM
1. I have submitted my passport copy as proof of address,
2. I got a receipt with the wrong billing address, which I notified them stating it to be a typo error; the Costumer care guys on the telephone were not ready to change the address.
INSTALLATION TEAM
1. The engineer called me to confirm the address & the payment.
2. He refused to install the system in my premises until he got the documents which I had already submitted to the sales executive. I had to rush back home to resubmit the documents to get the connection.
3. The installation engineer informed me that “the marketing team should not take the documents, if they take how will I get, until I get the document I will not install”
AFTER SERVICE & BACK-END CALL CENTER
1. I have been calling the CC for frequent disconnections & speed issues.
2. I am getting the reference complaint ticket numbers each time I book a complaint from them but at the same time they are being closed without resolution or from customer consent.
3. The most disgusting thing is that the onsite engineer who comes for servicing gives us repeated missed calls on your cell until you call him back, “ sir I am from tikona” to respond.
4. That onsite engineer has no basic commonsense or manners on how to deal will the customers, after doing all the baloney and chatter the problem is back to square one.
5. Finally today I had a prompt onsite supervisor stating the fact & the reason for frequent disconnection & speed issues. I appreciate him & I understand the issue is with the proximity of the access point & signal strength.
6. Unable to contact the Nodal officer over landline, the operator never transfer the call

BILLING TEAM
1. Promptly I have a bill with additional Rs.500/- as installation charge.

I would request you to discontinue the service as I am having frequent disconnection or no signal & refund my amount.
Justify your company’s code of conduct, mission plan, service motto with this service attitude & advice if I have to further stay with it?