Friends,
I suscribed for tikona brodband services on the 5th of August 2010 but just from the 2nd day after installation the modem installed by tikona engineer stopped working this problem was addressed the next day the initall speed at the time of installation showed as Download Speed: 2014 kbps (251.8 KB/sec transfer rate)
Upload Speed: 441 kbps (55.1 KB/sec transfer rate)
Latency: 10 ms
05 August 2010 16:27:23
But after that I have been gettiing speeds varing from 44 kbps to 140 kbps as against the suscribed plan of 256 kbps,on calling the customer care their officer Mayur tells me that nowhere it is mentioned that you will get a continous speed of 256 kbps, I understand a plus minus of 10 % variation in speed but if its 50 to 60 percent & they are justifying it amounts to cheating the customer , the services are so erratic we just cannot download any thing & get timed out very often.

The customer care center staff are very robotic & not at all customer friendly & seem to justify their poor services.
I looks we are paying to register complains rather than using the services for any useful work.
I am totaly digusted with their services & contemplating a terminating the suscription.

Stanley Lobo

Dear customer,

Please provide your User ID and modem MAC ID, and please keep your modem ON so that we can monitor your connection status from back end. Please mention specific times or days of week on which you experience slow sped, that will help.
We would also like to inform that our contention ratio for unlimited plans is 1:30. Slow speed is often attributable to several factors such as customer’s PC health, whether AV is installed or not, whether auto-updates are ON while using internet, etc.

Regards,
Tikona response team

Below is the kind of service & solution provided by Tikona. The company will grow if they keep the pace but change the direction & looking at experiencing in zillions of compalints my feel is otherwise.

================================================== =========================
from My Name <emailid@mukherji.co.cc>
to customercare@tikona.in
cc My Name <emailid@gmail.com>
date Tue, Sep 28, 2010 at 4:30 PM
subject Re: Pathetic customer experience - Billing Issue since June
mailed-by mukherji.co.cc

hide details 4:30 PM (5 minutes ago)

Post writing this email, I got a call from someone in Tikona while I was sleeping.

This representative told me that the issue will be taken care off, only I will have to call the support number in two days.

Today I called the support & was on a call for about an hour talking all over the same things which I did month on month. What I have identified, your callcenter agents do not update tickets with what exactly the customer says. I spoke to a supervisor called "Shrikant" whom I gave all my complaint numbers and the issues logged on your system was not for which I had called.

This supervisor told me that he cannot help me as my bill waiver request will automatically get rejected as my Mac Id shows usage. When I asked him what the usage was, compare to current month (September billing cycle), it was 50% lesser. I explained to him the 50% reduction was simply because of the on and off connectivity issues and I could not used the internet optimally which is also clearly viewable from the number of complaints raised by me. However he kept saying that this request will not be facilitated.

I had no choice but to give up on this guy. It is not his fault, neither it is company policy fault it is the fault of those representative in system who do not update tickets exactly as per customers complaint & causes further disappointment and frustration to customers. Half of them do not understand english & when we say you can talk in hindi they will respond saying english is fine. This is how they mess up.

Throughout the conversation I felt customers due to which the company is doing business are liars and those callcenter representatives who disconnect customer calls, keeps on long hold, make false promises etc. are doing the right thing.

Lastly, whether you resolve my issue or not, I AM NOT PAYING BILL for the period I had problems. I will pay the bills from September billing cycle ONLY IF YOU SEND ME REVISED BILL.



Regards,
My Name

Account ID: xxxxxxxxxx
Contact Number: xxxxxxxxx / xxxxxxxxx
- Hide quoted text -


On Sun, Sep 26, 2010 at 12:50 PM, My Name <emailid@mukherji.co.cc> wrote:

Whomsoever it may concern,

I have been behind this billing issue since quite sometime now.

There has been a technical problem with my internet since end of May and I have logged about 13 complaints & couple of engineers came in to resolve the issue however it still did not get resolve permanently. During this period I asked for a bill waiver as I could never use internet optimally however there was no response from anyone from tikona. My internet started working since the month of September & I decided to pay the bill starting September however looking at my September usage your team decided that I am not eligible for the bill waiver.

I want you all to go back and look at the number of complaints I have logged for the internet usage from June - August. I want a bill waiver for this period, once the bill amount is adjusted I can start paying from September month.

When I called the support number last time some supervisor who do not have any understanding of internet (that is how she sounded like) was telling me I have used my internet during this time & she can see my usage of 10mb / 15mb /25mb for one hours sessions. If she would have known, I have an unlimited internet connection @ 300kbps which means in an hour with simple maths I should download nothing less then (30 X 60 X 60) 105mb in an hour. I repeatedly tried to made her understand that due to technical problems my usage is lower than historical trend she did not believe me & absolutely sounded as if I am lying.

this was the WORST experience I have had with any customer support. Some similar email I had sent a week back & to my surprise today when I called to enquire I found your customer care email option did not deliver that email & I had to take efforts to send this email all again.

I hope I pay to you guys not to give me trouble however to ensure I have flawless usage of internet. Please resolve this issue asap & get back to me, do not be unresponsive. My account id is "xxxxxxxxxx" & this account is in name of USER ID, My registered mobile number xxxxxxxxxx.


Regards,
My Name.

Hi friend, I am harish from chennai. in tikona, for the first 200 mb, you will get a speed of 2MPBS every months and after that it will be 256 Kbps. if the speed is 256 Kpbs (kilobit per second), then you can download at the speed of 32 + kbps (kilo bytes per second) i.e(256/8). This is the procedure for all the broadband. I think, you have not read the plan properly. I am also having tikona plan FUL599 i.e 512kbps unlimited.

“I thank you for the prompt action and valuable support.
I appreciate efforts made by Mr. chandrakant at Baroda division.
I wish to have a lengthy and healthy relation with Tikona.

Regards,

Vishal Mehra”