Its 9 days now i am constantly complaining to Tikona broadband services. However, there is no response from their side. My user ID is: 1100207404.

The engineer did visited my place on 26 Jul 2010 and said there is technical problem of AP and the same will be resolved within 24 hours. However is still not resolved. Below is the mail trail with them.

Further i have requested them for reversal of my internet charges till the time my connectivity is down.

Thanks and regards,
Swapnil Nirmal



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From: Nodal Mumbai [mailto:nodal.mumbai@tikona.in]
Sent: Wednesday, July 29, 2010 8:14 PM
To: Swapnil Nirmal
Subject: RE: User id : 1100207404; Name: Swapnil Nirmal

Dear Team,



No action from your side as yet.



Thanks & Regards,

Swapnil |




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From: Nodal Mumbai [mailto:nodal.mumbai@tikona.in]
Sent: Wednesday, July 28, 2010 9:14 PM
To: Swapnil Nirmal
Subject: RE: User id : 1100207404; Name: Swapnil Nirmal



Dear Mr. Nirmal,



We regret the inconvenience caused.



We have assigned your case to our Service Team. They shall be contacting you at the earliest.



Please note your Nodal Officer Escalation Docket Number 1-672477320.



Please quote this number in case you wish to provide us additional feedback regarding your service issue.



Request your co-operation and support.

Regards,

Vikas Bhosale

Nodal Officer - Mumbai



From: Swapnil Nirmal //Kotak /Bank [mailto:swapnil.nirmal@kotak.com]
Sent: Wednesday, July 28, 2010 8:33 PM
To: Customercare
Cc: Nodal Mumbai
Subject: RE: User id : 1100207404; Name: Swapnil Nirmal





Its been a week now and my problem is still not resolved.



If the same is not resolved within 24 hours, then I will raise the issue to consumer court forum.



Further I want waiver of my internet charges for the said period.



Thanks & Regards,

Swapnil |




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From: Customercare [mailto:customercare@tikona.in]
Sent: Wednesday, July 28, 2010 9:29 AM
To: Swapnil Nirmal
Subject: RE: User id : 1100207404; Name: Swapnil Nirmal



Dear Mr.Nirmal,



Greetings from Tikona!



This has reference to your below mentioned complaint. We regret the inconvenience caused to you.



We would like to inform that the complaint has been forwarded to the concerned department for necessary action and the resolution is under process.



Tikona Email ID : nodal.mumbai@tikona.in



In case of any further assistance, please call us at 1800 20 94276 (1800 20 WIBRO) or email us at customercare@tikona.in



Thanking you and assuring you of our best services,



Sunitha.S



TikonaCARE





From: Swapnil Nirmal
Sent: Tuesday, July 27, 2010 8:16 PM
To: Customercare
Subject: RE: User id : 1100207404; Name: Swapnil Nirmal



Can I have a mail id of person with higher authority to escalate the issue?



Thanks & Regards,

Swapnil




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From: Customercare [mailto:customercare@tikona.in]
Sent: Tuesday, July 27, 2010 8:13 PM
To: Swapnil Nirmal
Subject: RE: User id : 1100207404; Name: Swapnil Nirmal



Dear Ms Nirmal,

Greetings from Tikona!

This has reference to your below mentioned complaint. We regret the inconvenience caused to you.

We would like to inform that the complaint has been forwarded to the concerned department for necessary action and the resolution is under process.

In case of any further assistance, please call us at 1800 20 94276 (1800 20 WIBRO) or email us at customercare@tikona.in

Thanking you and assuring you of our best services,

Swaminathan N

TikonaCARE



From: Swapnil Nirmal
Sent: Tuesday, July 27, 2010 8:10 PM
To: Customercare
Subject: RE: User id : 1100207404; Name: Swapnil Nirmal



Team,



My issue is still not resolved. I have lodged a new complaint (id: 1-670604305).



Kindly do the needful urgently.



Kindly provide a way out to escalate the issue further.



Thanks & Regards,

Swapnil




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From: Customercare [mailto:customercare@tikona.in]
Sent: Saturday, July 24, 2010 10:52 PM
To: Swapnil Nirmal
Subject: RE: User id : 1100207404; Name: Swapnil Nirmal



Dear Mr Nirmal,

Greetings from Tikona!

This has reference to your below mentioned complaint. We regret the inconvenience caused to you.

We would like to inform that the complaint has been forwarded to the concerned department for necessary action and the resolution is under process.

Your complaint Reference number is 1-662033842.

In case of any further assistance, please call us at 1800 20 94276 (1800 20 WIBRO) or email us at customercare@tikona.in

Thanking you and assuring you of our best services,

Swaminathan N

TikonaCARE






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From: Swapnil Nirmal
Sent: Saturday, July 24, 2010 10:46 PM
To: Customercare
Subject: User id : 1100207404; Name: Swapnil Nirmal



Team,



3 days back I had registered a complaint regarding my internet not working. I was promised that the issue will get resolved in 6 hours. Also, I was said that I will receive an acknowledgement by way of an SMS for the same. However my issue is still not resolved and I have not received any SMS.



Last night I had called the customer care dept and I was promised that engineer would be visiting my place today. In the morning I again called customer care to get the confirmation for engineer visit and I was confirmed on the same. I gave a reminder for the same in afternoon also.



Lastly I called customer care at 06:30pm today and the customer care officer confirmed me that I will receive a call back within 30 minutes. However its 4 hours and I haven’t received any call from your side.



I can’t understand what quality of service you are providing. Its been 4 days my internet is not working. Many times I face the problem of no connectivity or slow connectivity and every time I don’t receive any response from your side.



Kindly acknowledge my email and resolve the issue at the earliest. In case of non-receipt of any reply from your side I would be escalating the issue to consumer court forum.





Thanks & Regards,

Swapnil Nirmal

Hi,

I have taken Tikona broad band on July 3rd week , intial 3 weeks it worked fine. From August 12th 2010 onwards the speed has become so pathetic whcih is equal to 1kB/S where the promised speed was 256kB/S.

I waited for a day and informed the customer care on saturday 14th of August 2010. Today it is 17th August 2010 still the speed is the same and i cannot even open the google screen.

I have made the copmlaint to nodal officer Karnataka and also to the escalation point. The reply is so cool that there technocal people are working on it.... these people dont know the value of the word work and time.. Simply comitting some hours for resolution and saying working working.

Is there any way where i can take this to notice of higher authorities of tikona?

How can i make a move to consumer court?

Thanks & Regards,

Arun

Hi,

I would like to start by telling you how pathetic your services really are. I am sure you must be already aware of this fact as I am pretty sure that I am not the only cust who is upset about your poor services!

Ever since I have taken your service, I have had nothing but recurring problems at a regular frequency. Every 2 weeks to a months time, I have to call you guys and make the same complaint…. “SLOW SPEEDS”. This has now become a regular practice for me and your service has become so unreliable that I have decided to disconnect your service. What’s worst is that now whenever I call your IVR and dial 1 for technical help, I am by default routed to a Cust Service Exec who only takes a complaint and then says “you will receive an SMS in 6 Hours with the resolution time mentioned in it”. Is this a JOKE???? Someone is upset that his internet service is not working and wants it fixed immediately and you say wait for 6 hours!!!! And that to only to receive an SMS… post that how much longer for a resolution???? So does your customer suffer in the mean time?? Is he not paying for the service???

Coming to second part of this complaint, I had first called your toll free no to lodge a complaint about the slow speed on Monday 23th Aug at 05:00 hrs but your IVR said that you guys work only 8:00 Hrs– 00:00 Hrs. I hence requested for a call back as prompted by your IVR and punched in my mobile no. I then assumed that I will get a call back at the earliest as mentioned by your IVR. I however did not get any call back till date.

Since I did not receive any call back and since the slow speed persisted, I called your toll free no again on Tuesday 24th Aug at 14:15 Hrs and spoke to Yogesh and for some reason he refused to give me his Last name stating that it was against company policy (but strangely your company policy did not stop some of your other agents whom I spoke to later from giving me their last names, so that means that either the policy is different for different agents or Yogesh does not know the policy!!!). After informing Yogesh about my problem, he informed me that he will have to take a complaint and then I would receive an SMS in 6 hrs with the resolution time mentioned in it. I got really upset that firstly I did not get the call back and now I have to wait for 6 hrs jus to know when I can have someone call me for a resolution. So that means your customer who is calling for help not only can’t get immediate help but now has to wait for 6 hrs plus to get the issue resolved. I refused to accept this and asked to speak to the manager, to which Yogesh just refused and since I got abusive due to the frustration he hung up on me!
I then dialed again and this time I spoke to Suraj Gadgul who mind you had absolutely no problems in giving out his last name!!! I called him at about 14:22 Hrs and he finally took a complaint and gave me the complaint no: 1-756297674. Since I was so upset, he said that he had referred the case to his seniors and I would get the SMS on priority in 1 hour! I have still not got the sms or call!

I called again the next day on Wednesday 25th Aug at 13:55 hrs since I did not receive the call and spoke to Sheetal Raut who again had absolutely no problems in giving out her last name!!! I gave her the complaint no and she told her that I did not get the sms or call. I also gave her the complaint no and she informed me that there was an update that there was some kind of bandwidth issue. She again then promised me that I will get the sms and call, and not surprisingly this time too I have still not received the sms or call!!!
I seriously feel that you guys are just a bunch of jokers there who do not know how to conduct your business!!! I am dead sure that I will not be making any more payments to you guys till I get your freaking SMS and a call from your freaking technicians who should come and check how pathetic is the speed that guys are offering me after claiming to offer me 750 Kbps speeds!!!!
I don’t think you guys should be in this business if you can’t offer basic customer service and help. Even your IVR is so hopeless which says dial 1 for technical help but routes you to a customer service exec!!!!
If this issue is not resolved in the next 3 days with appropriate compensation then I will have this service disconnected. I am really hoping that this will be taken seriously else I am going to advertise your shitty service all over the broadband blog sites!!!

Below are the dates and times that I have called your stupid call center!!!
Date: 24th Aug
Agent: Yogesh (dint give last name)
Time: 14:15 Hrs

Date: 24th Aug
Agent: Suraj Gadgul
Time: 14:22 Hrs
Complaint:1-756297674

Date: 25th Aug
Agent: Sheetal Raut
Time: 13:55 Hrs
Complaint:1-756297674
Disc Ref No: 1-79209946


Regards,
Lanio Carvalho
9820456822


Tikona ID: 1100304444