This is a verbatim transcript of an email I sent their contact center manager
[email protected] today
Hi all
I know that Mr. Nair will not read this email. All your customers who post their grievances on your forum cannot be wrong
I have a 4Mbps unlimited connection - User ID 1107736051
I stay in Bangalore and am connected through the Vishesh Complex Access Point
On and off I have been facing problems with the connection : No connection or dropping connection or low speed
The latest instance was yesterday
a) At 12:34 PM I tried your toll free number - the standard recording said that all agents were busy. Instead of offering a callback option, the message said that my number was noted down and that I would get a call back - that never happened.
B) At 8:14PM I tried the number again - this time I was told that the wait time was 5 minutes and was offered a callback option that I took - that callback did not happen either
c) At 8:50PM I called the tolled number and spoke with Aniketh believing that that the earlier callback requests were logged. I demanded that he puts his manager on the line. He said that if I want a manager I have to email this id. He did not even bother to understand why I was asking for a manager
d) From 8:50PM to 9:30PM I tried to send mails from both my Yahoo account and my daughter's gmail account - obviously neither went through because of the network speed issue
e) At 9:44 PM Rupesh took my call, confirmed that Aniketh had requested a senior to call me back and that the callback did not happen.
f) He 1st mentioned that he was unable to access the Bangalore AP. However on the 3rd attempt he was able to and said that the AP was good and that my roof top device was dropping signals. He organized an engineer's visit today
g) Your local engineer Raju ( Ph 9035882309 ) got the connection through but was not able to fix the speed issue. He said the issue was with the main Access point and that he would log a complaint with the concerned team. He seemed to be in a hurry to leave.
h) I called you tech support line around 1PM and spoke with Neha ( tolled number ) who said that the problem was not with the Access Point but with the roof top device. When I wanted to speak with a senior she offered a callback in 1 hour - that did not happen
i) I called back around 2:30PM spoke with a lady called Shalaka - who also offered a call back that did not happen
j) By that time we had a power outage and there was no power when I spoke with a person called Dinesh who said he was an L2. When I demanded that he puts a manager on the phone he said that ( a ) there were no managers on the phone and that he was the senior most person and ( b ) that if I wanted a manager I had to mail you.
k) Please tell me how on earth does a customer with a poor / dead internet connection mail your team in an emergency when your other staff are not helpful
My technical issue is still not resolved. What I have seen about Tikona till now is that :
1) You are a bunch of cheats - your IVR tells lies ( the callback requests are never logged ), your seniors do not heed the callback requests logged with your L1 agents.
2) When you reply to a customer's grievance it is very often in the form of an automated email that does not address the customer's issues
This mail goes verbatim on to your grievances forum and all other forums where Tikona customers have complained about your service
If any one wants to call me do so before 11:30AM - after that I leave for work and am not back till after 11:30 PM. I do not take personal calls when I am at work
Disgusted customer
Shanker
