I am using Tikona Broadband since Nov’14. But in this last one year my total experience is very miserable in several occasion. Not only the service also the Customer Care Support including tech support even from senior level as well as the issue resolution frequency is very poor.
Currently I am using 4 MBPS connection, but I am not getting the proper speed as per my plan. Now I am hardly getting 1.5 to 2 MBPS speed. This speed issue was happening with me from last 24th Dec’15. And I have raised the complain with Tikona Tech Support for several times since the issue was occurring. But each and every time whenever I am logging a complain from their end they just used to take an issue from me and giving me an issue docket no but they are not giving any proper resolution for this. From their side every time they just providing condolence with that they are working on it and issue will be resolved within coming 24 or 48 hrs. But still, till date from my end I found the same issue is going on as I am not getting the proper speed as per my plan. The tech care support even from their senior level is not co-operating with me in this issue.
Example of another offensive step taken from Tikona Support end that is due to this kind miserable service on 4th Jan’16 I have requestted to terminate my service and later on 7th Jan’16 I have again requested to cancel the termination request with them(I have told this request to Mr. Darshan from Tikona end. But now on 9th Jan’16 my service has been terminated and on 12th Jan’16 when I have talked to Mr. Darshan regarding this he is denying that I have not told anything to him regarding the cancellation of the termination request. Even Mr. Darshan from Tikona Support senior level has promised me on 7th Jan’16 that within 10th Jan’16 all the speed issue what is happening with my service since last 10-15 days will be resolved and I will get a confirmation regarding this from Tikona end. But the issue has not resolved till now and when on 12th Jan’16 I have asked Mr. Darshan regarding this firstly he has told me that my issue has been resolved though later he confess me that the issue is partly resolved and for another part my service will be under observation for next 24 hrs and if again from my end if I will be facing the same speed issue then again I have to logged a issue at their end.
Also when I am logging any issue issue at Tikona support end I dont receive any follow up from their end or any kind of confirmation through mail or message regrading the issue from my activation date. When I have asked the same to Mr. Darshan on 12 th Jan’16 he has told me to mail this to Tikona support. Talking about Mr. Darshan, my experience with him overall is very bad. He is not co-operative with customer, his behavior is very rude and bad. He is from Senior Tech Support team at Tikona end and I think he has not idea how to behave with customer. As per my understanding his knowledge level regarding Tikona business is very low that’s why convincing ability to customer is not meet with my expectation. And another issue with him is that he always differs with his words within certain interval and he does not agree to accept his fault but just arguing without any reason with me to establish his point.
Additionally the Engineering Support for physical device checking is also poor as for this last speed issue couple of times two different engineers were assigned to me for checking the device physically what has been installed at my roof from Tikona side but none of them were came and the first who was assigned he called me confirmed my address and asked me about the problem and scheduled a time to visit. But later though he did not visit and give an update against my docket at Tikona portal that I have told him my issue has been resolved and I am getting proper speed.
So overall the as per my experience with Tikona their everything is ridiculous. So please help me how can I get a perfect solution of these thing. I am expecting how the required action will be taken to resolve the speed issue from Tikona end as soon as possible. And as my service is affected from 24th Dec’15 due to the speed issue I want a waiving refund regarding this. So please help me in this circumstances.