[Resolved]  Tikona — Connection Speed

SANKET B. KADAM


----- Forwarded Message ----
From: sanket kadam <[protected]@yahoo.com>
To: [protected]@tikona.in
Cc: nodal.[protected]@tikona.in; nagesh.[protected]@tikona.in; [protected]@tri.gov.in; [protected]@tcil-india.com; d.[protected]@nic.in
Sent: Thu, 3 March, 2011 8:51:46 PM
Subject: NSATISFACTORY SERVICE AND FALSE COMMITMENT

TO

CUSTOMER CARE TIKONA

CC TO
MR VIKAS BHOSLE, TIKONA CARE
MR NAGESH PRASAD, APPELLATE AUTHORITY TIKONA
THE TELECOM REGULATORY AUTHORITY OF INDIA
The Hon’ble Authority. Telecommunications Consultants India Limited
Mr. D.Madan Deputy Secretary Department of Telecom (incl. BSNL & MTNL)



i am your wifi bro user with plan hunltd 3899. i am staying below address and on my building only your tower is installed. when i came to know that tikona is avilable in my area i called for demo . after doing so i got approximate 10 calls from different agent. after that your 1 agent name PRAMOD came to my home and showed me a demo which was showing healthy speed.
he didnt provided me any broacher but suggested me hunltd 3899 plan and committed that you will get consistent speed of 600 kbps. which sound convincing to me so then and there i gave him cheq for payment of 6 month. on 1st of Feb i started using tikona with user id [protected]. till first 10 - 15 days the speed was consistent i.e around 550kbps to 600 kbps. but after that it went down to 150 kbps to 250 kbps. so i called pramod for same he told me that there must be some problem so he asked me to call his senior MR VAIBHAV who works as customer service assurance executive. when i called him he sent 2 engineers to solve my problem also he personally came down to my home to check. even after that the problem was not solved on head of that vaibhav told me that i got some serious problem with my laptop only. also he told me that there must be problem in using wifi so he offered me to provide connection through swith which was installed on my building and he assured that this will solve my problem and i will get consistent speed. beliving him i agreed for that when i got connection from direct swith just for 1 day i got satisfactory speed and from the next day onward i was not able to get connected so i again called vaibhav so he said he is sending MR ANIL. who is engineer to my place.
when anil saw my plan and all details he told me that my plan provides 600kbps speed n after that it reduces... it was too much shocking to me cause it was clearly told by pramod that this plans provide consistent speed. when i told anil that this was told to me he said that this sale people do not have that much knowledge. suprisingly i called back vaibhav, because he too was working on my problem from 2 weeks but he never told me that ma plan is not consistent speed. when i told vaibhav he too was suprised so i called pramod, he said to me that in your plan you get consistent speed and that technical persons dont have any knowledge.he also added that he his working from last one year and he have better knowledge than anil it was too irritating for me. anil pramod and vaibhav had a conference call on which they discoverd that my plan really do not provide consistent speed.
i was told by vaibhav that pramod have commited wrongely so he will solve my problem. when i called pramod he said its his mistake that he commited wrongly that i will get consitent speed he also agreed to come down to my place and resolve the problem.
from that day to till date pramod is not picking up the call and when i am calling vaibhav he is saying what speed i am getting is according to my plan and he cant do anything as the false commitment was given by pramod. also he suggested me to change my plan

what i want to convey is changing the plan is not the resolution. after all what i have faced is false commitment and poor customer service respons. which is not at all according to tikona image. i find mr vaibhav least intrested in solving my problem and more intrested in blaming pramod which is not at all suitable for customer service assurance exe. its more than 15 days now and i am still getting speed of 150 kbps to 250 kbps... is this what i should expect from tikona...if i would have told clearly about plan before only i would have chosen different plan...so why was the false commitment given...and now is that my fault that my plan dosent provide me consistent speed even after i was told so...or it was my mistake to pay in advance for six months by trusting on tikona image...i sincerely look forward for positive and quick action from you as it is really disappointing being a tikona user.

SANKET B. KADAM
[protected]
3/b 505 narendra complex vaishali nagar
dahisar east mumbai 400068