Tikona — Non refund of advance amount after disconnection

Address:	560061
Website:	Tikona.in

User id : [protected]

I had taken a tikona connection on dec 7th 2015. After multiple attempts, i was unable to connect to internet at promised speeds and was also facing frequent disconnection. I check with the tikona team and they said it is a technical issue with the rooftop device and a service engineer will be assigned to resolve it.

Complaint no - 1-[protected]

I also raised a request for disconnection of the service on 9th after no one turned up to resolve the problem. After multiple calls and requests, the problem was no addresses even after 12 days. I wrote a mail to the appellate authority regarding the problems faced with tikona team -

Mon, dec 21, 2015 at 1:59 pm

Mr. Jaykrishnan

I have been a tikona user since the 7th of december 2015, with account no[protected] under the name of amrutha b b.

I have been experiencing pathetic service with tikona, be it transfer speed and connection issues or with customer care!

First, let me tell you about the connectivity issues i faced with your brilliant internet connection -

1. The connection gets disconnected every 30-40 mins and does not work for 10-15 mins until the connection is regained. I use a wifi router, i have tried connecting the ethernet jack directly to my laptop, which magically still did not work.

2. I have never recorded more than 1.81mbps on your own speed test. This was the peak speed i experienced though i have paid for a 4mbps connection.Interestingly, many speed test failed because of "time out" during download and upload! And sometimes during latency test itself!! The connectivity was so slow and absolutely crap!

I also contacted the person who had come for installation, explained him the issues and requested him to come check the connection, he just kept saying either "i will come in sometime" or "i will send someone" every time i called him, which didn't happen over 2 days.

Hence i decided to move out of tikona, and i called your customer care to request for the same -

Complaint no - 1-[protected]

09/12/2015

The day i called and placed a request for disconnection. Your rep, asked me for an opportunity to resolve the issue, but i said i dont want to continue with tikona and requested your rep to take a disconnection request.

I got a call from your mumbai office, asking for a chance to resolve the issue, if not resolved, the connection will be terminated as per my request. I agreed to it and your rep said a "senior technician" will come and check the connection within 48 hrs. But no one turned up to do anything with the connection for more than 48 hrs! False promise

11/12/2015

Called tikona care again to check what happened to the promise of sending a senior technician, the interesting response i got was - "sorry for the inconvenience sir, i will raise another request and someone will visit your place within the 48hrs"..!!!

I asked what happened to the previous request, but she didnt have an answer and repeated the same thing about another request. I replied, i am not interested in any more resolutions from your team, i want to go for disconnection. Also i asked the status of the disconnection request, your rep said it was "in progress" and again she requested for another chance to resolve the issue. I politely rejected and requested her to put the disconnection request on high priority, for which she said she would update.
False promise

13/12/2015

Called tikona again, asking for the status of my disconnection request, i got the very same reply - "in progress". Again requested the request to be placed on high priority and the disconnection to be done asap.
False promise

17/12/2015

Inspite of repeated requests for faster resolution and termination of my account, the status was still "in progress". For my shock, she said the process with take about 30days. Be practical, even a government agency will resolve the solution much much faster...!!

Again being asked for another opportunity for resolution, i told the rep to transfer me to her senior, while she said she was a senior executive, i asked her to transfer the call to her superiors. I get the most unethical reply i have ever heard when speaking to customer care, "all the seniors are busy right now sir, i cant transfer your call to anyone"..!! Seriously..?? I was promised i would get a call back from someone within the next 2 hrs, which never happened for over 24hrs!
False promise

18/12/2015

The best example of how you train your executives to handle an angry-questioning customer..!! 3 called were disconnected, 2 while the your rep was trying to convince me about something, which neither of them completed, and another when i was placed on hold for over 5 mins to check my details and the call was disconnected..!!
Pathetic customer service and problem resolution

The 4th call i started with "i dont want to be disconnected this time" and asked the rep to transfer the call to a senior.Interestingly, i got the same reply "all the seniors are busy right now sir, i cant transfer your call to anyone"..!! Is every senior executive so busy or are there no seniors/team leaders/managers hired at tikona??

After arguing for sometime and being placed on hold for a very long time, i finally got a call back from tikona from your mumbai office. I was happy that atleast there was some progress this time.

The executive asked me the same thing again, another chance for resolving the problem, which i promptly denied and requested for termination of my account as soon as possible. She said she has updated the request and i will get a confirmation mail with in the next 48hrs and the needful will be done. Its been 3 days already and no mails or messages from tikona as promised..!!!
False promise by a senior executive

To summarize, there is no difference between a junior executive to a call back person in tikona, all they have to give the customers is full of false promises.

After all these dreadful experience from your team and executives and technicians, and facing so much problem for being a tikona customer, i am writing to you hoping for some serious and responsible resolution of my problem. Kindly terminate my account and settle the remaining money. You are my last hope at tikona mr. Jaykrishnan. If you are going to reply the same thing as your customer care people did, i will definitely take this issue to consumer forum.

A very frustrated tikona user.

I got a call from the team within 24hrs and was promised that the account will be terminated and the difference amount will be refunded. Also received the following confirmation mails -

1. Dated - wed, jan 6, 2016 at 1:43 pm

Sir/ madam,

The appellate authority has conducted an inquiry based on your appeal docket number 1-[protected], with the service provider, in line with the telecom consumers complaint redressal regulations, 2012 issued by trai dated 5th january, 2012.

In this connection the appellate authority would like to state that the service provider has addressed the service disconnection request and on basis of your request they have stopped charging you rentals for the service. You will be charged upto your disconnection request date or upto your billing cycle date or upto your last usage date whichever is later. 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.

The service provider is continuously working on the technical / commercial issue faced by you for providing better quality services.

The service provider has acted in accordance with the trai regulations by responding to issues encountered by the complainant and has closed the complaint.

With the aforesaid decision this appeal stands closed.


Regards,
Appellate authority
Tikona digital networks

2. Modem return request on tue, feb 16, 2016 at 7:58 am

Dear amrutha bb,

Service disconnections has been initiated for your tikona user id [protected] as per your request.

You will not be able to use the services now.

You will not be charged any recurring/rental charges after the final bill period in which usage is seen or request for service disconnection was registered (Whichever is later). A full month (As per bill period) shall be counted in case the usage/ request is for part of the bill period. Your bill period is indicated on your tikona service bills.

We shall compute and intimate you, within 15 days, your final payable amount against above service account. You may receive an interim bill in this period if your bill cycle is already due. Any recurring /rental charges after your final bill period, if applied in the interim bill, shall be waived-off.

Please note that a penalty of rs.1500/- will be applicable towards breach of terms of service in case you fail to return cpe /modem and all accessories in working condition. You can contact our authorized representative mr. Roopa / karthik at [protected] to return the cpe/modem & other accessories.

For subscription under the advance rental scheme, where service disconnection is initiated before the completion of the term, waivers and rebates provided under the scheme shall be reversed.

Service disconnections shall be completed and your account shall be closed on receipt of cpe/modem and all accessories by the company and payment of all outstanding balance.

We thank you for giving us the privilege to serve you and we look forward to your association with tikona in future.

In case you have any query please write to us on [protected]@tikona.In from your registered email id.

Regards,
Customer care
Tikona digital networks

3. Dated wed, feb 17, 2016 at 4:09 pm

Sir/ madam,

The appellate authority has conducted an inquiry based on your appeal docket number 1-[protected], with the service provider in line with the telecom consumers complaint redressal regulations, 2012 issued by trai dated 05.01.2012.

In this connection the appellate authority would like to state that the service provider has confirmed that termination of your account has been initiated.

The service provider shall communicate the policy on full & final settlement and recovery of cpe/modem & other accessories.

The service provider has acted in accordance with the trai regulations by responding to issues encountered by the complainant and has closed the complaint.

With the aforesaid decision this appeal stands closed.


Regards,
Appellate authority
Tikona digital networks

When ever i call customer care and enquire about the refund status, i get a reply that as per company policy, the refund cannot be processed as my connection is in the feasible region.

But sir, kindly tell me, when my connection was in the feasible region, why didnt any of your executives come to resolve the problem for 17 days? How sensible is it when none of your executives turn up to resolve an issue and then give the reason that as per company policy, the connection is in feasible region for refund cant be processed?

Interestingly, i havent received a copy of the bill until date..!

Also attached are the images of a few speed checks for your reference about speed and connectivity issues i faced and cpe removal form.

Please look into this matter and kindly resolve the issue and the refund the difference amount along with a statement of the charges.