Tikona — Charging rental for services not provided due to bad connectivity | |||||
Kindly note that I mentioned full waiver due to non-availability of service. Tikona has no right to charge a customer if the services are not provided. I have stated this several times that I did not get full internet services in the month of November, 2015 and I contacted customer care, talked to engineers but to no avail. That led to a big personal loss as I was fired from my company which accounted for me going into severe depression ultimately leading to bad health. I am on medication since the last 3-4 months and I'm still undergoing treatment. Now, I'm being constantly harassed by emails and SMSes for payment of certain dues for the month of November. Let me be very clear here. I'm not going to pay that amount since I did/could not use the services. So I once again, very politely, ask you to waiver off the outstanding amount. This will end our last association amicably and I may opt for Tikona in future. Having said that, I would also not shy away from taking legal action against Tikona for charging for non-available services, causing monetary loss and above all leading to my severe medical condition. I sincerely hope this email reaches the concerned authority and proper action is taken promptly. I have always been a very loyal customer and my records would reflect that I paid my dues in time. Unless compelled, I would not want to part ways unpleasantly. Kind Regards, Mansoor Khan I sent this email to Tikona to waiver off my outstanding bill since they are charging me for the services I couldn't use due to bad connectivity and some problem in Tikona's servers. I was told that the outstanding amount will be waivered but still I'm gettting emails and SMSes about the bill. They keep on adding late fees to it. This incident happened in November, 2015 when I was working from home for a startup. I couldn't submit my work due to bad internet connectivity. I called several times, the engineer visited my place but couldn't resolve the issue. My tikona id: [protected]. Kindly help. Was this information helpful? | |||||
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Tikona Digital Networks customer support has been notified about the posted complaint. | |||||
 4 Comments | |||||
Comments
This is the email I recently received from tikona:
Dear Mr. Khan,
Greetings from Tikona!
This is with reference to your email regarding service issue with Tikona Wi-Bro account.
Please note the following:
• With reference to your disconnection request dated 11/30/2015, request number 1-[protected] for your Tikona user id: [protected]. You would be charged entire bill cycle based on your disconnection request date or your last usage date whichever is later.
• We have considered last billing period 26-Nov-2015 to 25-Dec-2015 post which we have stopped charging you rentals for the service.
• If you wish to use the service anytime, you can do so. You would be charged 5paise/MB (excluding tax) @ a speed of 4Mbps only when you actually use the service.
• Your current outstanding is Rs. 1, 266.25/-, we request you to pay the due amount at the earliest to avoid late payment charges and any other inconvenience in future.
Please feel free to provide us any feedback regarding our service, you can write us on [protected]@tikona.in. Our Customer Care associate will be glad to assist you.
For faster access to Technical Support desk, call on[protected]* from anywhere in India.
Please share your valuable feedback on our Forum, link given below:-
http://forum.tikona.in/posting.php?mode=post&f=55&sid=cb[protected]ac4ef61c5d5ca68d33a
Regards,
Sufyaan Jamshir
Customer Care
Tikona Digital Networks Pvt. Ltd.
W: www.tikona.in
Based on their own admission I requested for termination of Tikona Internet services on 30th November, 2015. I disconnected router and took off the roof top device since I started using Airtel in December. Now they want me to pay for the entire billing cycle and they also added late fees to it which is totally unfair since the dispute is still ongoing. The way Tikona is handling the issue it seems I would never even think o[censored]sing it again.
A little understanding and human reply from someone might have convinced me otherwise but they just doesn't seem to care. Also, I get missed calls from Tikona and immediately after I get an email stating that I couldn't be reached by phone. This is not the right way of treating customers.
Dear Mr. Khan,
Greetings from Tikona!
This is with reference to your email regarding service issue with Tikona Wi-Bro account.
Please note the following:
• With reference to your disconnection request dated 11/30/2015, request number 1-[protected] for your Tikona user id: [protected]. You would be charged entire bill cycle based on your disconnection request date or your last usage date whichever is later.
• We have considered last billing period 26-Nov-2015 to 25-Dec-2015 post which we have stopped charging you rentals for the service.
• If you wish to use the service anytime, you can do so. You would be charged 5paise/MB (excluding tax) @ a speed of 4Mbps only when you actually use the service.
• Your current outstanding is Rs. 1, 266.25/-, we request you to pay the due amount at the earliest to avoid late payment charges and any other inconvenience in future.
Please feel free to provide us any feedback regarding our service, you can write us on [protected]@tikona.in. Our Customer Care associate will be glad to assist you.
For faster access to Technical Support desk, call on[protected]* from anywhere in India.
Please share your valuable feedback on our Forum, link given below:-
http://forum.tikona.in/posting.php?mode=post&f=55&sid=cb[protected]ac4ef61c5d5ca68d33a
Regards,
Sufyaan Jamshir
Customer Care
Tikona Digital Networks Pvt. Ltd.
W: www.tikona.in
Based on their own admission I requested for termination of Tikona Internet services on 30th November, 2015. I disconnected router and took off the roof top device since I started using Airtel in December. Now they want me to pay for the entire billing cycle and they also added late fees to it which is totally unfair since the dispute is still ongoing. The way Tikona is handling the issue it seems I would never even think o[censored]sing it again.
A little understanding and human reply from someone might have convinced me otherwise but they just doesn't seem to care. Also, I get missed calls from Tikona and immediately after I get an email stating that I couldn't be reached by phone. This is not the right way of treating customers.
So I got an email from Tikona on April 16th, 2015 stating:
"This is with reference to your email request (1-[protected]) regarding service disconnection.
We would like to inform you that, we have attached Rs.300.00/- as late fee charge waiver in your Tikona account on date 16-April-2016.
With reference to your disconnection request dated 11/30/2015, request number 1-[protected] for your Tikona user id: [protected]. You would be charged entire bill cycle based on your disconnection request date or your last usage date whichever is later.
We have considered last billing period 26-Nov-2015 to 26-Dec-2015 post which we have stopped charging you rentals for the service.
If you wish to use the service anytime, you can do so. You would be charged 5paise/MB (excluding tax) @ a speed of 4Mbps only when you actually use the service.
Your current outstanding is Rs. 966.25/- we request you to pay the due amount at the earliest to avoid late payment charges and any other inconvenience in future.
Regards,
Kavita Mahimkar
Customer Care
Tikona Digital Networks Pvt. Ltd.
W: www.tikona.in"
I replied to this by saying that:
"If the billing period under consideration is 26-Nov-2015 to 26-Dec-2015 and I requested for termination on 30-Nov-2015 then isn't it unfair to charge me for an entire month?
I stopped using Tikona soon after my request for termination and I even disconnected the router and even took down the roof top device. Your records will show that too. Also, when you charge on a pro-rata basis when a new connection is installed outside of the billing cycle then why shouldn't you charge in the same way on termination?
In all fairness, I should be charged for 26th to 30th of November, 2015 or at most say a week or 10 days. Why the entire month when I didn't use it?
My computer has records of internet access. I can present it wherever needed.
I hope you will not drag it further than it already had been.
-Mansoor Khan"
I thought I was clear enough in my email and my complaints about my grievances but such is not the case it seems. Tikona has resorted to envy against a customer. I got this email today from them.
"This is a system generated Email, please do not reply to this mail. Kindly refer to the customer care details provided in the mail below.
Dear Customer - MANSOOR KHAN.
Tikona broadband User ID: [protected] registered against your name is terminated.
Mentioned below are the outstanding details for your Billing Account no.[protected]
Total Amount Payable (Without Termination Penalty): Rs. 966.25
Total Amount Payable (With Termination Penalty): Rs. 2466.25
On account of service discontinuation due to non-payment, you shall compulsorily return all the modems in working condition. In the event of not being able to deliver the modem to the company in 7 days from the date of this email failing which Termination Penalty charges of Rs.1500/- will be levied on your account as per terms & condition mentioned in Subscriber Registration Form.
Please call our ISP coordinator to return our device.
You can contact our authorized representative Karam Ali at [protected] for returning the Modem
In the event of not being able to clear the Termination Penalty charges of INR 1500/- along with the outstanding dues (if any) we shall have no option, but to adopt appropriate recovery proceedings, inclusive of legal proceedings, criminal as well as civil, against you at your entire risk, costs and consequences.
In case you have any query or wish to reactivate the services please feel free to write to us on [protected]@tikona.in from your registered email id.
Regards,
Customer Care
Tikona Digital Networks"
So instead of resolving my complaint and trying to be understanding, they have resorted to threatening emails.
I have never in my life faced such humiliation by any service provider anywhere. A few years ago, I had a similar dispute with Airtel Broadband, but after several email and some days, they listened to me, understood my problem and finally waived the unnecessary amount from the outstanding bill.
It's a shame I had to drag this dispute in open and still no proper representation from Tikona.
Anyways, I am gonna close this off and I am gonna pay them since I do not want this to make a matter of my ego. I have already wasted months on this.
I am sure people will take note.
Thank you Tikona. You've given me a lesson for a lifetime.
"This is with reference to your email request (1-[protected]) regarding service disconnection.
We would like to inform you that, we have attached Rs.300.00/- as late fee charge waiver in your Tikona account on date 16-April-2016.
With reference to your disconnection request dated 11/30/2015, request number 1-[protected] for your Tikona user id: [protected]. You would be charged entire bill cycle based on your disconnection request date or your last usage date whichever is later.
We have considered last billing period 26-Nov-2015 to 26-Dec-2015 post which we have stopped charging you rentals for the service.
If you wish to use the service anytime, you can do so. You would be charged 5paise/MB (excluding tax) @ a speed of 4Mbps only when you actually use the service.
Your current outstanding is Rs. 966.25/- we request you to pay the due amount at the earliest to avoid late payment charges and any other inconvenience in future.
Regards,
Kavita Mahimkar
Customer Care
Tikona Digital Networks Pvt. Ltd.
W: www.tikona.in"
I replied to this by saying that:
"If the billing period under consideration is 26-Nov-2015 to 26-Dec-2015 and I requested for termination on 30-Nov-2015 then isn't it unfair to charge me for an entire month?
I stopped using Tikona soon after my request for termination and I even disconnected the router and even took down the roof top device. Your records will show that too. Also, when you charge on a pro-rata basis when a new connection is installed outside of the billing cycle then why shouldn't you charge in the same way on termination?
In all fairness, I should be charged for 26th to 30th of November, 2015 or at most say a week or 10 days. Why the entire month when I didn't use it?
My computer has records of internet access. I can present it wherever needed.
I hope you will not drag it further than it already had been.
-Mansoor Khan"
I thought I was clear enough in my email and my complaints about my grievances but such is not the case it seems. Tikona has resorted to envy against a customer. I got this email today from them.
"This is a system generated Email, please do not reply to this mail. Kindly refer to the customer care details provided in the mail below.
Dear Customer - MANSOOR KHAN.
Tikona broadband User ID: [protected] registered against your name is terminated.
Mentioned below are the outstanding details for your Billing Account no.[protected]
Total Amount Payable (Without Termination Penalty): Rs. 966.25
Total Amount Payable (With Termination Penalty): Rs. 2466.25
On account of service discontinuation due to non-payment, you shall compulsorily return all the modems in working condition. In the event of not being able to deliver the modem to the company in 7 days from the date of this email failing which Termination Penalty charges of Rs.1500/- will be levied on your account as per terms & condition mentioned in Subscriber Registration Form.
Please call our ISP coordinator to return our device.
You can contact our authorized representative Karam Ali at [protected] for returning the Modem
In the event of not being able to clear the Termination Penalty charges of INR 1500/- along with the outstanding dues (if any) we shall have no option, but to adopt appropriate recovery proceedings, inclusive of legal proceedings, criminal as well as civil, against you at your entire risk, costs and consequences.
In case you have any query or wish to reactivate the services please feel free to write to us on [protected]@tikona.in from your registered email id.
Regards,
Customer Care
Tikona Digital Networks"
So instead of resolving my complaint and trying to be understanding, they have resorted to threatening emails.
I have never in my life faced such humiliation by any service provider anywhere. A few years ago, I had a similar dispute with Airtel Broadband, but after several email and some days, they listened to me, understood my problem and finally waived the unnecessary amount from the outstanding bill.
It's a shame I had to drag this dispute in open and still no proper representation from Tikona.
Anyways, I am gonna close this off and I am gonna pay them since I do not want this to make a matter of my ego. I have already wasted months on this.
I am sure people will take note.
Thank you Tikona. You've given me a lesson for a lifetime.
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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
Greetings from Tikona.
Please be assured that your concern listed Apr 4, 2016 has been noted and our team is working on addressing the same.
Regards,
Tikona Care