| Address: | 411041 |
| Website: | www.tikona.in |
This is Joy from Pune. I had subscribed to Tikona BB on 24th Aug 2016 for "BBM4M750" plan of monthly rental INR 750(excl 15% ST). On 29 Jan 2017 changed my plan from "BBM4M750" to "ADULM3M750" without any hassle/extra charge as both the plans are of equal monthly rental of INR 750(excl 15% ST).
Over these 9 months o[censored]sage, there hasn't been a billing cycle that was disruption free. The major disruption began on 30th April 2017 when all of a sudden the Tikona Adapter stopped receiving signal from the roof top panel fixed in the terrace of my building/housing society. I also tried using my TP Link router which displayed "WAN Port is Unplugged" on my router home page.
Spoke to TP Link CC & they confirmed that it is not the fault of their router which I am using(please note this router is still under warranty & TP link is happy to replace it in the event of any fault with their router). The error "WAN Port is Unplugged" signifies that the router is not receiving internet traffic from the ISP.
Post this, I spoke to Tikona multiple times on 30th April 2017 & was told a Technician would visit the site the next day corresponding a ticket # 1-[protected]. 15 to 20 mints post call with CC, received a SMS stating that the issue "1-[protected]" is fixed which wasn't the case. Internet connection was restored the next day i.e. 1st May 2017 almost after 24 hrs. That too without anyone intimating me about the restoration. It was me who had been trying to connect all through the day & all of a sudden by the evening I realised the connectivity has been restored. Ever since this instance, disruption became intermittent & continuous but the service was getting restored automatically without any specific time frame so did not take the pain in calling CC as Tikona does not have a toll free number. Everytime a customer calls Tikona, the customer is liable to pay for their pathetic service.
Evening around 4.00pm of 5th May 2017, internet was disrupted with no service for the rest of the day. I did not call CC thinking it wud get restored automatically just like the previous days experience of May 2017. The following day, 6th May 2017 called up CC @ around 6.30am & raised another ticket 1-[protected]. At 8.30am rcvd a SMS stating issue has been fixed inspite of no connectivity. At 9.15am again rcvd another SMS stating Technician are working on my issue. Post this SMS Technicians called me thrice @ 9.26am, 10.09am & 10.42am. Unfortunately I was away shopping & I had left my phone at home so on my return I called CC @ 3.03pm & again @ 5.51pm explaining the issue over & over again at additional burden of mobile airtime. This time they committed to send a field tech to my residence the next day being Sunday(7th May 2017). So since 5th May 2017 evening I had no connectivity.
Worst & more frustrating is that the technicians would force the customer to follow their troubleshooting steps on the call at customers expense even when the customer is stating that the steps that he/she is going to repeat, is already being executed before calling the CC. These CC techs won't simply listen or believe even the customers can perform the same troubleshooting steps on their own.
On 7th May 2017, the field rep did visit my residence on time, @ 10.00am & restored connectivity stating that there was a fault in their terminal box fixed at the roof top. Again by 10.00pm the network was gone with the same error "WAN Port is Unplugged". So without waiting I called CC @ 10.05pm on 7th May 2017 & spent 12mints explaining the situation. The CC rep put the call on hold to check something at his end & during this time the connectivity was restored & the same was communicated to the CC rep.
On 8th May 2017 early morning @ 6.00am had to call the CC as the same issue resurfaced. The rep said he is adding a note to the previous ticket which was closed on 7th May & forwarding it to the tech team for resolution. At around 9.12am called the field tech who had visited my residence & was denied of any assistance from his end. So called the CC @ 9.34am & again spent 16 mints trying to explain the matter. This time got to hear a completely distorted history of my previous issue. The CC rep said that the issue which was reported on 6th May was with the internet speed & the field technician has resolved the same yesterday morning i.e. 7th May. This is what the field tech had mentioned when closing the ticket as per the statement of CC rep. This information given by the CC rep made me very furious simply because as a customer how would I know what notes/comments are being added by the technicians before closing the ticket. Is this not an IMBECILIC act of a CC rep? These unwarranted & irrelevant information & same old troubleshooting steps again by this CC rep just blew my fuse off. The rep said she would be escalating the matter to the senior tech & would hear from them in next 4hrs. This time frame of call back to the customers are made by these CC reps almost on every call which hardly materialized except the three calls which I had missed as I was outside without my mobile.
This intermittent connection restoration & disruption continued. As a result of this @ around 7.24pm on 8th May 2017 called the CC & had to literally force them to register a Disconnection requesst vide ticket # 1-[protected] which was confirmed by Aakshay from Tikona Tech team after spending 19 mints on the call. Aakshay also confirmed that in case I do not use internet after 14th May 2017, I will not be billed. I would have provided the audio clipping had there been an option to upload the same here.
Post the call I also sent an official confirmation on mail @ 8.37pm from my registered mail ID to Tikona CC mail ID with the ticket number 1-[protected] & also the detail that Aakshay had confirmed regarding no usage-no bill.
Ever since 8th May 2017, Tikona reps have been calling & pestering me for n number of reasons & giving false promises of giving 7 days of free internet usage / which ISP are you going to subscribe / sending a field technician again to my residence for another trouble shooting / also repeating what Aakshay had confirmed about no usage-no bill. But none had confirmed if the connection has been disconnected or not.
Customers are paying monthly rental to the ISP & also contributing additional 15% of ST on the rental to the GOVT for the sake of nation building but customers are harassed & get no value for money.
I am attaching the screenshots of SMS's of Ticket ID's along with the dates & time & also subsequent SMS's sent by Tikona. The screenshots have been taken from my phone & where ever irrelivent data was captured, they have been erased by me.
I hope the above mentioned information would enable to highlight the malpractices & harassment that Tikona caters to its customers when they decide to part ways to get rid of their pathetic service. Please do let me know if further evidences are needed in this regard.
Was this information helpful?
Post your Comment