Wireless Broadband / Fraud - False Committments
am very much dissatisfied with the POOR quality of Internet provided by Tikona Wi-Bro. Here, not only the quality of network is under question but I am more disappointed by the lack of focus on quality of customer service and customer satisfaction.
I had a telephonic discussion with VEER GARG (Nodal Manager) on 25th Feb 2010, where I described the complete situation and the problem I was facing for last one week regarding the installation of Wi-Bro. There he committed to me that the problem will be resolved with in next 48 hours. But the installation took place on 3rd March 2010 (after multiple follow-ups with various people at all levels), which is not with-in 48 hours by any means.
On 5th March 2010, I approached him again and this time because of the quality of network connectivity. Here, before approaching him I also called various other persons from Tikona, who left their mobile numbers during earlier telephonic conversations, sales meet, installations; but as usual all in vein. Here, he arranged a conference call with my area manager (do not remember the name), and committed that the problem will be resolved in next 1 hour. Again no results.
On 6th March 2010, I finally called Tikona customer care at [protected] and explained them the complete situation. They committed a service executive visit to my place over the weekend so that I may re-explain the problem and post resolution can confirm that the problem has been resolved. The weekend is over and no body visited my place to look at the problem. The complaint number is 1-[protected].
Now, the situation is really out of control. My earlier internet connection got expired on 22nd Feb 2010 and I was suggested by VEER GARG that I do not need to renew the same as the problem will get resolved with-in 48 hours. Lot of time has already been killed and the problem still persists.
On 8th March, I mailed the complete details to 'email@example.com'; 'firstname.lastname@example.org'; 'email@example.com'; but again, no response from anyone. Finally, today i sent them another reminder to respond to my mail. Till now i have not received any response.
In the end, I would also like to highlight the sales strategy used by Tikona in our society. Those who do not know, please note that there are more than 600 flats in our society. The sales team approached our society earlier last month with a plan that if 25 customers get enrolled to Tikona WiBro, company will provide everyone cash back of Rs. 500/- paid towards the one time security. I asked them that I will only take the connection if this amount is waived-off. Then after couple of days they confirmed to me that they have already got 27 customers so I need not to worry. Later, during my discussion with VEER GARG, he denied any such campaign by the company and also confirmed that there are only 11 customers.
One thing I missed to mention above is that when the demo was given the internet connection worked very fine, but that was the only time it worked fine.
This company does not care about customers time and money. All are requested not to use their connection, as they may fraud with you as well.
I also request them to provide me the correct escalations contact so that I may bring the situation under their notice. Along with that i asked below mentioned question:
Why should I stay with Tikona Wi-Bro?
Why I should not be refunded Rs. 500/- paid towards installation?
Why Tikona should not be banned in Gulmohar Enclave?
Is there any department in your organization, looking at the customer complaints and working on the prompt resolution of the same?
How would you compensate the problems faced by me so far?
If there any solution to the current problem and what is exact TAT?
Why false campaigns are used by the sales team, if they can not keep their words?
What is the best way to log a complaint, till now I have tried all known methods?
I have not received any response till now, and now i do not expect to get one.