But its better than suffering and still not making other aware of poor services by service providers.
I have had very poor experience with Tikona.
Since Tikona was offering best rates for broadband i disconnected my BSNL and moved to them. In short span of 10 months they frustrated me to the core.
Feedback of Tikona services was pathetic online, i still got good feedback from neighbour and moved to Tikona. Later he moved out of Tikona too and sadly i had paid them for connection and bought a modem also just for Tikona so had to stick with them.
Many times in month of Dec and Sep services were poor almost for entire month. They shall continue to provide poor speed <700kbps 2048kbps="" and="" answers="" bill="" customer="" download="" everytime="" have="" is="" nbsp="" of="" p="" pathetic="" plan.="" same="" service="" set="" the="" they="" tikona="" under="">1. Shut down device, switch it on after 1 minute (if you do this on your own still they shall force you to do it while you holding the line). if this dont work
2. Take out wire and repeat step 1. If this dont work
3. Issue with tower end, we shall keep service under observation for some time typically 1 day.
4. Next day when you come from office and still feel service is bad, you shall have to again go through step 1-3 and then they shall say since we have contention ration of 1/50 1200 kbps speed in a 2048kbps line is acceptable and is not a problem.
5. After some time speed shall drop to 400kbps and then you again have to go through step 1-3 and then he shall take complaint to send engineer at home
6. Engineer shall only visit during office hours and for him to come you shall have to take leave.
7. This shall continue each month for at least 40% of time.
Thus i went ahead with dis-connection that again was horrible process.
I complained on 22nd March registered complaint told them i dont want refund i dont want second chance as I have given them at least 3 second chances. For next many days kept on sending them screenshot of poor speeds and still no one came to collect device.
When i managed to speak to their agent after wasting almost 6 hours of wait time they said complained was cancelled as i didnt pick their call. I tld them I was in meeting and was always responding to emails but they wont listen and disconnect calls. I told them i have each and every screenshot and email communication but still they have only one answer we shall count date only from 6th April.
I am sharing all the email communication here so that in future no one falls into trap of Tikona in any of the cities.
I mentioned complaint on twitter on their forum but they wont publish it or delete the posts.
So using my own blog to make people aware and not to fall trap of Tikona.
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On Sun, Mar 23, 2014 at 3:32 PM,
This is a system generated Email, please do not reply to this mail. Kindly refer to the customer care details provided in the mail below.
Dear Mr. ANKIT GUPTA,
With reference to the request raised on your Tikona broadband User ID 1109135650, registered against your name, we commit to make sincere efforts to resolve whatever difficulty or issue you may have faced by engaging senior specialist from our team. Your account shall remain under our retention efforts for next 10 days to allow us a fair chance to satisfy your concerns and make sure you continue using Tikona services. It will delight us to re-instate your confidence in us. Within these 10 days we shall seek your cooperation to facilitate a prompt resolution with help of Specialized Help desk as well our field care executives.
We assure that in case our efforts to resolve valid issues to your satisfaction are not successful, then the monthly bill charges shall be applicable only till the next bill cycle date based on your last usage date or disconnection request date whichever is later. On processing of request for disconnection you will be required to return all Tikona installed equipment and material including indoor and outdoor CPE, POE adopter, cabling etc. In case CPE is not recovered charges of Rs 1500 shall be added towards the outstanding amount & you will continue to receive bill until you have not surrendered the CPE. Please note installation charges are non-refundable. Full and final settlement of the account will be done post completion of the above mentioned process.
The activities are summarized against your Service Request Number 1-3057232676, dated : 3/22/2014 07:06:42 PM
1) Resolution of issues or problem with your cooperation : Day 1 to Day 10
2) Formal email or call from your Registered Email or Mobile No. : Day 1 to Day 10
3) Suspension of account (last bill cycle) : Day 11 to Day 13
4) Payment of outstanding and return of equipments : Day 14 to Day 16
5) Closure of account : Once activity 4 is completed then within 48hrs account will be closed.
Kindly note during the course of retention if your account shows usage then your account will be considered as retained & it would confirm you wish to continue with the services.
In order to safeguard against any unauthorized request for disconnection of service we would also request you please write an email to customercare@tikona.in from your registered email id or call 1-800 209 4276 from your registered mobile number if the above retention effort is not successful. Please note that communication received from email or mobile not registered as part of Personal Information of your Tikona account is liable to be considered as 'not valid' and thus request may not be processed.
We do trust that through our sincere effort we shall be able to resolve any and all valid technical or commercial problems and shall maintain a long term client relationship.
For faster access to Technical Support desk, call on 022-40629629* from anywhere in India.
Regards,
Customer Care
Tikona Digital Networks
*Standard call rate apply as per your operator.
On Sun, Mar 23, 2014 at 5:26 PM, Ankit Gupta
I am ready to give you even 15 days not just 10 to provide better services. Take time till 4th of April and prove you can provide promised quality of service.
If services are not up to mark, you may collect all the instruments on 5th or 6th April.
Hope the duration for which I have not been getting proper service i.e. 19th of March shall not be included in the next bill period.
As of today services have not been restored Its 23rd evening and 4th day of poor services.
I am yet to get waiver given before 15th Feb included in my monthly bill. I already wrote twice and called thrice to intimate you in advance to include the amount in bill.
Thanks& Regards
Ankit Gupta
On Mon, Mar 24, 2014 at 11:59 PM, Ankit Gupta
More speed test results..
On Mon, Mar 24, 2014 at 10:36 PM, Ankit Gupta
This is the speed test results for today..
Kindly see the attached results
On Wed, Mar 26, 2014 at 7:07 PM, Ankit Gupta
Latest speed test results
On Wed, Mar 26, 2014 at 7:00 PM, Ankit Gupta
Update of Yesterday evening post 10PM. Frequent disruptions and constant poor speeds.
Today right now also speed is so bad that its constantly showing unable to load configuration settings
Attached screenshot
On Mon, Apr 7, 2014 at 4:46 PM,
This is a system generated Email, please do not reply to this mail. Kindly refer to the customer care details provided in the mail below.
Dear Mr. ANKIT GUPTA,
With reference to the request raised on your Tikona broadband User ID 1109135650, registered against your name, we commit to make sincere efforts to resolve whatever difficulty or issue you may have faced by engaging senior specialist from our team. Your account shall remain under our retention efforts for next 10 days to allow us a fair chance to satisfy your concerns and make sure you continue using Tikona services. It will delight us to re-instate your confidence in us. Within these 10 days we shall seek your cooperation to facilitate a prompt resolution with help of Specialized Help desk as well our field care executives.
We assure that in case our efforts to resolve valid issues to your satisfaction are not successful, then the monthly bill charges shall be applicable only till the next bill cycle date based on your last usage date or disconnection request date whichever is later. On processing of request for disconnection you will be required to return all Tikona installed equipment and material including indoor and outdoor CPE, POE adopter, cabling etc. In case CPE is not recovered charges of Rs 1500 shall be added towards the outstanding amount & you will continue to receive bill until you have not surrendered the CPE. Please note installation charges are non-refundable. Full and final settlement of the account will be done post completion of the above mentioned process.
The activities are summarized against your Service Request Number 1-3070522114, dated : 4/6/2014 06:32:14 PM
1) Resolution of issues or problem with your cooperation : Day 1 to Day 10
2) Formal email or call from your Registered Email or Mobile No. : Day 1 to Day 10
3) Suspension of account (last bill cycle) : Day 11 to Day 13
4) Payment of outstanding and return of equipments : Day 14 to Day 16
5) Closure of account : Once activity 4 is completed then within 48hrs account will be closed.
Kindly note during the course of retention if your account shows usage then your account will be considered as retained & it would confirm you wish to continue with the services.
In order to safeguard against any unauthorized request for disconnection of service we would also request you please write an email to customercare@tikona.in from your registered email id or call 1-800 209 4276 from your registered mobile number if the above retention effort is not successful. Please note that communication received from email or mobile not registered as part of Personal Information of your Tikona account is liable to be considered as 'not valid' and thus request may not be processed.
We do trust that through our sincere effort we shall be able to resolve any and all valid technical or commercial problems and shall maintain a long term client relationship.
For faster access to Technical Support desk, call on 022-40629629* from anywhere in India.
Regards,
Customer Care
Tikona Digital Networks
*Standard call rate apply as per your operator.
From: Ankit Gupta
Date: Mon, Apr 7, 2014 at 5:03 PM
Subject: Re: Regarding your Tikona connection- 1109135650
To: customercare@tikona.in, j.nair@tikona.in
I already have a similar email from you dates 15 days back.
You should rather start working on step 4 and giving me back my money for proving poor speed.
On Tue, Apr 8, 2014 at 2:05 PM,
This is a system generated Email, please do not reply to this mail. Kindly refer to the customer care details provided in the mail below.
Dear Mr. Gupta,
Greetings from Tikona!
This is with reference to your email regarding disconnection request for your Tikona Wi- Bro account
As per our telephonic conversation on 9717983111,
We would inform you that, your disconnection request is in progress our backend team work on it we will update you shortly.
Please note it will take 15 working days from the date of 6th Apr 2014 to terminate your account.
In order to provide prompt and immediate attention & resolution to any technical or commercial problem, we have now set-up a single window "Customer care toll free no 1-800 209 4276". This cell is well trained to resolve all issues promptly.
Thanking you and assuring you of our best services,
Regards,
Neha Gada
Tikona Customer Care
Tikona Digital Networks
On Tue, Apr 8, 2014 at 4:29 PM, Ankit Gupta
I have given disconnection request long back. I can send you email also for the same.
Dont fool me with this.
Get your stuff collected and leave me in peace.
Your connection sucks big time.
If you intend to charge me for last 15 days, I have proof that connection offered poor speed each and every day.
So better don't charge me for the period which was kept under observation.
Sending you screenshot for the same..
Thanks& Regards
Ankit Gupta
On Fri, Apr 11, 2014 at 3:46 PM, Ankit Gupta
Disconnection request details
1-3057232676, dated : 3/22/2014 07:06:42 PM
Thanks& Regards
Ankit Gupta
On Fri, Apr 11, 2014 at 3:44 PM, Ankit Gupta
I have given dis-connection request long back. 22nd March. I dont want any confusion over this. I wont pay you for the period after 15 days of 22nd march or the days where speed was poor. ( I have screenshots to prove the same)
I have given you enough time to collect them and sufficient period to improve your services.
Thanks& Regards
Ankit Gupta
From: Ankit Gupta
Date: Sat, Apr 12, 2014 at 7:00 PM
Subject: Re: disconnection- 1109135650
To: customercare
I am awaiting confirmation and product collection. I shall not take any responsibility after 14th of the month.
I have given you enough time and sufficient reminders to collect your adapter and wires.
Thanks& Regards
Ankit Gupta
On Mon, Apr 14, 2014 at 3:20 PM,
This is a system generated Email, please do not reply to this mail. Kindly refer to the customer care details provided in the mail below.
Dear Mr. ANKIT GUPTA,
We hereby confirm that services for your Account No. 120683034 having User ID 1109135650 has been terminated as on Termination Date : 4/14/2014 03:19:29 PM
We will send our executive to collect all the equipment’s provided to you by Tikona, please handover the same.
Please note on account of service discontinuation, you shall compulsorily return all the modems in working condition. In the event of not being able to deliver the modem to the company, for reasons attributable to your action/account, the modems would be assumed to be permanently undeliverable to any person including the company. In such an event, including a case where the modems are delivered by the subscriber in non-working conditions, the company would charge the subscriber 1500 per modem not returned or returned in non-working conditions towards penalty/damages for breach of the terms of service. This is applicable for all plans.
The Modem provided by Tikona and installed in your premises is a wireless transmitter imported by the company under a license issued by WPC wing, Department of Telecom, Government of India. Possession of such equipment, under your ostensible charge, is prohibited under THE INDIAN WIRELESS TELEGRAPHY ACT 1933 ACT XVII OF 1933.
We will consider your last usage date or Termination request date whichever is later as the date up to which you would be charged for services, basis which the full & final amount will be calculated.
If CPE and/or other equipments are not returned you will be charged Rs.1500/- additional in the bill, over and above the mentioned *balance outstanding.
In case you fail to clear the balance outstanding payment you will continue to receive bills with late payment charges levied every month. Please ensure you clear the dues on priority to avoid any inconvenience at later stage.
Once you return the CPE, you will receive the final bill which will be generated on the bill cycle date. This bill will cover the full & final amount. If any amount is refundable to you it will be processed and dispatched to your address registered with us in the next 30 working days. You will receive an SMS confirming the refundable amount once the cheque is dispatched.
Your registered address according to our records is as below.
Name - ANKIT GUPTA
Address - FLAT NO XX SHATABDI RAIL VIHAR,
SECTOR 62 ,
20S3X1
NOIDA
In case of deviation in the details mentioned above, please send Proof of Address & Proof of Identity scan copy which was provided while subscribing for Tikona services for correcting the detail on customercare@tikona.in within 48 hours along with your User ID and registered mobile no.
Please feel free to contact us on toll free number 1-800 209 4276 to provide us any feedback regarding our service. You can also write to us on the above customer care email id. Our Customer Care associate will be glad to assist you.
Regards,
Customer Care
Tikona Digital Networks
On Tue, Apr 15, 2014 at 10:23 PM, Ankit Gupta
Kindly get your stuff collected from my premises ASAP. I raised dis-connection request on 22nd, dont know what took you so long apart from needlessly trying to waste my money by proving your pathetic services.
I suffered, and will definitely make all the communication public so that in future no one gets into trap of Tikona services.
Date: Thu, Apr 17, 2014 at 8:39 PM
Subject: Re: Termination of Services for Tikona Wi-Bro Account 120683034 – Confirmation Mail- 1109135650
To: J Nair
You people are so shameless that now you dont even care to respond.
Such pathetic services, best i can do it make others aware, so that they don't fall prey to you.
Got call from Shukla 9999708154 to collect modem 3 days back, when i told him to collect modem at 6PM he refused and told his duty ends at3PM how ridiculous.
Today when i asked him to come tomorrow morning at 10AM he again refused saying he has some other work and can come at 6PM.
Are customers supposed to run behind bloody suckers Tikona to give them their poor router is is not Tikona should be adjusting to customer.
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