[Resolved]  Tikona — Worst Customer Service provided by Tikona. Especially its so called Floor supervisors.

This is regarding the Worst Customer Service provided by Tikona. Especially it’s so called Floor supervisors.
This is a Sequence of worst customer service by Tikona.

• I had a account with Tikona in Jan 2016, which I closed after very very bad service. However took another account choosing to forget the previous experience. The account number for this is XXXX.

• I had called in Sep 2016 (around 18 Sep 2016) asking for my account to be cancelled from phone number-XXXXXX. I was transferred to another agent who tried telling me to keep connection, transfer it somebody when I clearly told that I am leaving country. After talking for some time, the customer service, finally told me that they would cancel my account.

• I called again on to confirm if its cancelled around 27th Sep from same number and was told it would be done. I told them clearly my phone would not be reachable.

• On 29th Sep 2016, I called again from a different number- XXXXXXX, as I was going overseas and surrendered my other number and told them to cancel the connection. I was told it has been done. I informed them to come and check and confirm if I need to pay anything as I cleared my bill and was told all is clear.

• I confirmed on the same day I am leaving the country now and the wire has been disconnected and the device in my home has been disconnected. I was told the device in my house is mine and no payment is required.

• I called again around 2nd and 9th Oct again from XXXXXXX to confirm if my account is closed was confirmed it was and nothing to pay.

• Since I somehow could not believe Tikona’s world class customer service, my family member kept calling to confirm if the account is closed from phone number -XXXXXX and YYYYYY and ZZZZZZZ to confirm if account is closed or not and any payment is due. This was entire month of Oct 2016.

• I called again in Nov 2016 to confirm if the account is closed and any payment due was told no payment due. I called from XXXXXX.

This is the part from where the bad customer service gets worst.

I had come down to India to attend a family death and I got a call on my phone number[protected] on 24th Feb 2017 from a lady Neha in Delhi saying he is filing a case in court at 3:00PM on behalf of Tikona. The call was received at 2:00PM. She said I have to pay Rs.1000 to Tikona immediately.

This lady was rude and was threatening on the call and was not ready to provide or listen to any details.

I called Tikona immediately from phone number XXXXXXX and a very nice customer service lady representative (the only helpful person at Tikona who should be immediately promoted) was understanding and helpful and checked my details. She looked into my account, asked me if I had ever called from a different number and took my previous number and checked that I had called from YYYYYYY around 18 sep 2016 to end my connection and I had called in Oct also. She acknowledge that it was a mistake and assured me it would be sorted, when I asked speak to a supervisor, she told me that tikonoa has no supervisor. (A lie). On insisting she transferred me to a floor supervisor Nazreen.

Worst Supervisor number 3 (Ranking backwards).
Nazreen spoke to me for 45 mins and assured me that it’s all mistake and I wont receive any more calls and it’s a mistake by collections department. She also checked with me on the devise which I clearly stated has been disconnected and was bought by me. Which she confirmed. She gave me personal commitment that it will be sorted. When I asked a written confirmation she said she can’t do it and this argument continued when the call was disconnected.

No call back from Nazreen till now.

I got a call again from Neha threating me at 4:00pm on same day. When told her that I have spoken to Tikona and Nazreen supervisor has confirmed the same, the lady Neha was rude, threating and said “Tikona will say like that, but you have to come to court now and get all these supervisors to court”.

I again called customer service and asked to speak to Nazreen and was told she is busy in a meeting, when I insisted, my was transferred to a Accounts supervisor named Chaitanya

Chaitanya – Worst Supervisor number 1 (worst of the lot).

Mr. Chaitanya straight away said you outstanding of 650 you have pay and kept repeating it like a parrot. In fact instead of trying to understand the situation he tried to blame it on me saying you have used it after disconnection call. You have to pay. Call disconnected.

I called again and spoke to a supervisor Harsh or some name like that.

Worst Supervisor number 2

This gentlemen is a copy of Chaitanya. Kept going around in circles, told me Nazreen has left for the day, he can’t see any records of my calls to them, infact Nazreen has left no notes regarding my 45 min conversation with her. He told me he cannot access any information and he can’t transfer to supervisors as there is no supervisor or manager above him. The only person who is great enough to talk to is Chaitanya. He told me Nazreen has left for the day. He said he has no records of my call to tikona before 29th Sep 2016. This gentlemen finally said he will call back after listening to all calls with call quality team and he cannot do anything right now.

Feb 27 2017.
I received no calls till Monday morning or any response from Tikona. I had to call back and this time I spoke to another supervisor Anil. The customer service agent transferred the call to him, without telling him anything about the whole issue. In fact he was looking for an information for me and transferred suddenly (another example of bad customer service and lack of call quality ethics)

Worst supervisor 4 (better of the lot, but basically gave false commitment like others hence made it to the list)

Mr. Anil, like other great supervisors at Tikona went first into same loop and gave same information about due amount of 650. Finally with lot of difficulty a brain wave hit him (which the agent I spoke to first on 27 Feb 2017 was able to do so effortlessly, guess it’s a matter of intelligence or lack of it) asked me if I had ever called with different telephone numbers.
When I told him the different number, he looked and hopefully saw the issue and told me he will get me a call back from his supervisor, since all other supervisors have not helped me he will get me a call back from his manager within 4 hours.

No phone call received till now. (More than 24hrs)

Feb 28 201.

At 1:20pm after waiting for more than 24hrs and no call received, I called again.

I spoke to a customer service agent Priya who when I asked to speak to Anil said legal calls have been stopped. On my instance she said she will transfer call to a new supervisor, shabaz but transferred the calls to Nazreen instead.

Nazreen told me she has sent an email to back end team and legal team and got a response saying my account has not been given to legal at all.

This the high point, so according to Nazreen, I mad and making up that I received a legal call for Tikona.

I as customer had to ask Nazreen what is the account number on the email she sent to her legal team and behold and the truth shall revel, she after talking to me for 45mins on 27th Feb, sent email with wrong account number. Infact the customer service agent who spoke to her was looking at right account, but when call went to Nazeen with even bothering to verify information and asking any probing questions (open or closed to understand customers problem, which are part of basic customer service training) assumed and gave wrong commitment and is very proudly informing me that she told me information based on what was showing on her screen. She was not even apologetic for the blunder she has done.

Things come out this. The first agent who initially transferred the call to Nazreen was able to probe and get the other account details through my phone number and check everything, while Nazreen did not even bother to gather information on customer issue from her own agent on customer issue and spoke and gave false commitment and sent emails for wrong account. Secondly assumed information flashing on her dialer (as per her) was the account I was calling for and spoke to customer for 45mins without checking with customer or verifying details. Shows lack of training or concern by supervisors.

Nazreen this time has acknowledged that she has some one above her as her boss and she would get me a call back in 1hr or 4hrs from highest authority.

Again no fixed call back time, wrong commitment since my initial call to them today was at 1:10pm. Its 3:23 pm. No call yet.

The matter is not about paying 650 or 1000 it’s about Tikona’s attitude and harassment and complete lack of apathy and displaying complete disgard of customer. Worst customer service indeed and badly hired and trained supervisors.