Jun 12, 2012 12:39 PM
2012 Views
I am posting this here as the emails to tikona's customtakeouter care and applete authority just bounce back
s.nair@tikona.in, customtakeoutercare@tikona.in
Ref: Application no: 50000020694571
I have made a cash payment of Rs.3000/- for a 6 month Wi-Fi connection of 512mbps including installation charges. However as of now I have not received any connection.
Mr. Santosh Pal had collected the payment and promised that connection would be done in 3 days. It is already 5 days.
I had called customtakeouter care on Saturday 9th June(wait time always around 20 minutes) – I was told that the instrumentation procedure was pending for my application. The lady could not explain to me what it meant. In her words “ I can only tell you that your instrumentation procedure is pending. I cannot give you any further information”
I call Mr. Santosh Pal, and he asked if I had received the Login details, which I had not. He showed surprise and promised to check and tell
After an hour I called customtakeouter service again, the lady told me the a senior person would call me within 24hrs, till now I have not received any call from any senior person from Tikona.
I waited all of Saturday and Sunday and assuming that people may be on leave on weekend, waited on Monday for someone to come and do the installation… however, no one came till 8 in the evening. Sometime around 4 pm on 11th June, I got the login details.
I called the customtakeouter service on 11th @ around 8 pm (hold time 11-15 min) – Mr. Razzak at customtakeouter service told me that only Rs.2000 was deposited on 8th June and Rs.1000 was deposited on 11th June… this was a big surprise… why and who kept my money and for what. Mr. Razzak also told me that the employee had been removed from Tikona due to such irregularities.
I called Mr. Santosh Pal and Mr. Ashok, they both confirmed that they were very much with Tikona and no such irregularity was done from any of their sides.
I called customtakeouter service again (wait time 20 mins): Luckily I got thru to Mr. Razzak (may be only 1 customtakeouter service agent was working last night). When I asked him about his lies, he told me that it was the procedure and he had assumed that such action would have been taken.
Today morning I tried to call customer service but heard announcement that there was a 55 min wait time!!!!! What kind of busy customer service department do you have? Or you customers have so much problems that it keeps the department so busy….
After several calls to Mr. Santosh Pal, Mr. Ashok (he left for vacation and his phone is with Mr. Sachin) and telling them that I would be approaching the Police for this – I have been assured that installation would be completed today.
There are several issues that makes me insecure about going frward with Tikona now.
1) The senior does not bother the respond to any queries
2) The customer care executives are either not familiar with procedure or are not cooperative. Sometimes they are out right rude and disconnect the phone.
3) The customer care number has unusually long hold time
4) Someone has kept my money for person use for a few days. Who??
5) What kind of service should I expect for the next 6 months of my relation with Tikona? Should I expect any service or just write of this amount as a bad debt.
6) Will you read my mail till this point and will I get a reply or will any action be taken about such bad service ?
