Tikona - Tike-na (doesnt last) would be more apt! . Review on Tikona WiBro

Update!

No response from the technical team. Connection is down for almost 36 hours now. We have spent about 2 hours with the CS and another few waiting for the engineer to come and fix the problem. The CS assured that someone would come yesterday at 10AM. Then it was 4PM and its the noon of next day and still no response.

Worse, after sending the email(copied below) to them, after about 20 hours we got an automated response that they will get back to us'SOON'!

Read on for the story till now:

Here's my email sent to Tikona at 12:43 PM on 10th April to the following mail id's:

s.nair@tikona.in, (Head CS for Tikona)

customtakeoutercare@tikona.in,

tikona.services@gmail.com

Hi,

I am taking this step after a lot of heartburn and loss of business due to constant disruption of services and many other greviences that we have had about your pathetic attiMr_customtakeouter with customtakeouters. My tikona username/connection number is 1105915894

Our experience with Tikona has been terrible to say the least. It starts with a call to your customtakeouter service for getting a new connection which is followed up by 3-4 sales managers calling for a connection - all asking us to tell the others that the'deal' for the connection is done with the one who called and others can scoot off. Finally, one of them does come home and we pay the money to get the connection. I can't remember the name of the sales guy(but I'm sure you will be able to get that from the connection number) but he was at our home on 6th March. I had told him very specifchandru021y that I will be flying out of India on 11th March and will need my connection active ONLY from 20th March. He assures me that the technical team will set up the connection and that I have'15 DAYS TO START THE CONNECTION' and the start date will be from that day. When the technical guys come home, they insist, despite being told about the sales guy's commitment, that the connection HAS TO BE STARTED AS ITS A COMPANY RULE(!). They start our connection with our own username password and our billing begins on 10th March. You will find in your records that we have not used the connection from 11th March till 18th March when we were out of the country. But the bill, obviously has charges from 10th March onwards, Making customtakeouters pay for for your sales team's lies and KPI achievement of your technical guys seems to be a company policy here!

Frankly the experience with Tikona, after we have started using it, has been worse! Every 2 days, we are on technical support line, trying to resolve a dead line. Since starting the connection, we have had 4 engineers visiting 4 different times and repairing some pins, antennas, cable and just about every part of the connection that comes to our home. Your CS promises to send engineers on a particular time but unfortunately, despite taking leave from work and waiting for them, they never show up. Calling your CS repeatedly, just gets us new assurances about the time and we have ended up wasting full days and its worth in our business due to the terrible service of yours and even worse service recovery. e.g. 1: Your CS Representative, Sanjay Pathare, hung up after we complained to him and asked for immediate resolution along with Mr. S. Nair's contact details which we were refused as this was against'Company Policy'! Of course, Mr. Nair's details are available on your website as we found now alongwith multiple consumer complaints on MouthShut_Official and Consumercourtin. E.g. 2 your CS representative'Pooja Technical Department'(she refused to give her full name when we threatened to complain higher if the engineer doesnt turn up as promised(today 10:30 AM was the appointment time and its 12:30 PM now - so obviously another work day is wasted thanks to you guys). Pooja, again hung up the phone instead of addressing any of our issues. Apparently, giving the phone to supervisor, giving email id's to officially file a complaint and also resolving them are all AGAINST COMPANY POLICY!

Every time we have given Tikona another chance to give us a continuous service without disruption, it has failed us. Of course your consumer charter states that service disruption of 3 days at stretch is allowed a refund, you guys have mastered the art of disrupting service every alternate day so as to claw yourself out of any repayment obligation. We use internet from home to for our work and your absolutely terrible service has meant that we have lost much business and work days. So much so that we are now working on Tata Photon just so that we can continue working - this despite having Tikona connection at home!

I am quiet sure this email will not resolve our problems - we have after all given you guys too many chances. I would like to discontinue Tikona service with a full refund of the amount I have paid, including the connection charges. I don't think I am even remotely interested in playing host to your incompetent engineers or talking to your rude customtakeouter service guys any more. I have been advised by a close friend who specializes in Consumer law to file an official complaint against Tikona in the Consumer Court for loss of business, service deficiency and mental agony.

I will definitely take that step soon enough, apart from writing, tweeting and facebooking my experience with Tikona across every online forum that is available. I am going to wait till end of business day today and if I fail to get a confirmation of disconnection and refund of the money that I paid to get your pathetic connection, I will be compelled to take the next step and file an official complaint against Tikona in Consumer Courts.

Regards, Partha