[Resolved]  Tikona — threatening calls from advocate of delhi court in regards case filed by tikona

Address:	Mumbai City, Maharashtra, 400097
Website:	www.tikona.in

Ramesh haria

User id: [protected]

Today, i got a call from a person who named and designated himself as advocate mr devraj joshi from some chamber of delhi court. He told us that he had a case lodged with him on us by tikona. He insisted us to make an online payment of rs. 3439/- of which 2000/- was charged as court penalty and was refundable and the balance amount was the pending dues as claimed by tikona. He went on to say that if we pay the said amount in 10 minutes time, then they will dispose off the case or else we will have to appear in the delhi court as summons will be issued in one hour.

Tikona has been trying by varied means to recover invalid, unreasonable dues from us and harrassing with phone calls and such threatening calls asking for dues even after disconnection which we are not liable to pay.

1) our say and experience about tikona connection:

We had started facing problems in our tikona connection since the end of month of may 2017. We could hardly use the internet service in that month and the subsequent month. We had called up at the customer care of tikona ‘n’ number of times to get the issue resolved. We had requested for an engineer to come and check what the problem was. The engineers had come twice or thrice to resolve the issue but the very next day we were facing the same problem again. Later, inspite of requesting on phone and his agreeing to come at our place, he did not turn up. When the last time the engineer came, he took away the possession of the modem from us and gave us direct connection but that too didn’t help.in short, the problem persisted, the engineers could not fix the problem once and for all and they could only get us connected to the internet services temporarily, for a short period as less as a day. We also used to talk on phone with the engineer and try to resolve the issue in accessing the internet services by ourselves but all the efforts were in vain. Even after that, we were daily consistently calling and requesting the engineer to come but they turned a deaf ear to our complaints. This problem continued for more than 2 weeks and calling the customer care people had become a regular affair.
We operate our business from residence only, and facing such problems and taking pains, spending precious time in just being able to access the internet services isn’t justifiable. This has led to unwarranted losses to our business.

2) further correspondences and action taken:

After realising that the internet accessing problem had no permanent solution, ill responses from customer care people, non-attendance of engineers, patiently waiting for reasonable time and considering its impact further on our business, we decided to get the tikona services disconnected.

In the month of june 2017, we started calling the tikona people requesting them to disconnect their services. They did not bother to give precise responses as to what exactly is to be done. Different people from tikona kept asking us for the reasons of disconnecting and every time we had to answer and tell the whole story to different people. The tikona people did not guide us about the necessary procedure for disconnection.

Finally, after being harassed, we stopped logging in to the tikona services by the end of the june month. Without causing further hinderance to our business, we opted for another internet service provider. Via tele-calling, we had informed the tikona people about opting out of their service and requested them to take away all the necessary wirings/ accessories etc and to do the needful. We were being harassed by receiving the calls daily and frequently in a single day.

Our tikona plan demands advance payment of bill for bill period: 26th of current month to 25th of subsequent month by the 11th of current month. I. E payment for bill period 26th june to 25th of july has to be made by the 11th of june. Accordingly, we had made payment by cash of rs. 633/- to the tikona representative on 8th june 2017 for bill period 26th june to 25th of july, 2017. We are being sent bills charging late payment fees even for subsequent months till date.

Details of correspondences :

On 4th august, 2017, we had a talk with miss. Priya gupta from tikona via tele-calling, she, during the conversation, agreed to the fact that our last login was on 26th june, 2017 and also mentioned that after that date we have never accessed to the services. She also said that she has registered the disconnection request on that date i. E 4th august, 2017 and we will receive a confirmation call within 2 days for the same. Despite of that, we did not receive any confirmation call for 8 long days.
On 12th august, 2017, we again had a talk with some tikona person, who again confirmed with us the last login date (26th june 2017) and also confirmed about the disconnection request date (4th august 2017). He further insisted us to pay outstanding dues to which we justified that it has already been paid and that we are liable to pay no further dues. You can understand from the call record how harassed and frustrated the customer is.


Inspite of confirming the last login date of 26.06.2017, requesting ‘n’ number of times for disconnection, informing about opting out of the tikona connection and taking another service provider’s connection, tikona failed to address the complaint and delayed in registering the disconnection request and upon that are insisting for payment o[censored]njustifiable dues for unreasonable delay and negligence on their part. Tikona has been charging late payment fees for every month till date and has been aggregating the same summing upto rs. 1439/-the question of charging late payment charges arises only when the customer is liable to make any pending payment for a particular period.in our case, we are not even liable to pay such charges as claimed in every bill of every month till date. This shows that the bills are being prepared without applying mind and without considering the facts.

Tikona’s internet connection does not serve the required purpose and doesn’t meet the bare minimum standard and quality of service which it should. Further, tikona service provider has made wrongful gains by charging customers for unsatisfactory services in return.
Tikona employees just pursue for payment of dues but turn a deaf ear when it comes to redressing complaints. They have been constantly calling us asking only for payment of dues. This shows the laid back attitude and money mindedness of the company. Tikona should rather divert its time and attention in improving its services and working on improving its customer satisfaction rather than harassing the customers.

Tikona, through notice, has asked to return the modem along with accessories, if we don’t then we are also liable to pay additional rs. 1500/-for the same.
Tikona engineer had already taken away the possession of the modem from us as stated earlier above. Hence, we are not liable to pay additional rs. 1500/- for the modem as we are not in possession of the same. As far as accessories are concerned, we had already asked the tikona person on call in the month of june, to take away the necessary wirings/ accessories but nobody from tikona turned up for that. This fact is also on record. This shows that we were and are willing to return back the remaining accessories.

3) loopholes noticed by us in tikona services:

• the engineer took away the modem from us. This fact was not updated in their records. This proves that tikona doesn’t keep a track of the actions taken by the engineers to resolve the problems of their customers and no acknowledgment is given of the possession of the modem taken away and the correctness of the same.
• we kept explaining the whole same problem to different people at different times and also frequently in the same day. Does the customer have no other work but only attend your calls whole day, every day? This shows that what the customer says and complains is not recorded/ registered in your database, there is no synchronisation of the complaints/correspondences recorded of a particular customer and the same customer is attended by 100 different people.
• inspite of informing ‘n’ number of times about disconnection and asking for the procedure, there was a delay from tikona’s side in just registering the request and consequently the entire disconnection process was delayed and then you ask for dues for the delay on your part. This portrays that tikona has a laid back attitude, cares nothing about customer satisfaction and is only money minded.
• calls from tikona were not made for resolving issues but only for pursing for payment of dues and harassing customers. This again shows money mindedness and lack of professionalism. Tikona should rather divert its time and attention in improving its services and working on improving its customer satisfaction rather than harassing the customers.
• tikona lacks in the area of customer satisfaction which is o[censored]tmost important in today’s competitive business world. Customers have a hell lot of choices from amongst many good broadband companies in the industry in which tikona operates; it is not difficult for us to switch over to another network. So it is the company’s duty and in its own benefit and interest to satisfy the customers and gain their loyalty and make its goodwill in the industry.

Thank you.