If you are a mumbai customer and have to call the tikona hindi speaking call center in pune . It is a very very painful experience. Also as the call center refuses to give you the number of their  office in mumbai . All you can do is have a lot of patience (some of the call center reps are so rude you feel they used to work for MTNL before)

why did i need to upgrade the package .

tikona has a basic plan of 449+500 rs where you get 1-2 MBP (as long as the surfing download does not reach 3 GB after that it falls to 150 kbps) . At 150 kbp it is impossible to surf the net.

The only good plan is 750 kbps for 6 months costing 4799/- (approx) [fair usage 81,000kb = 79.1 GB) (have to still ask them to disable their wi fi as it looks like it is open)

http://www.tikona.in/for-homes-wireless-broadband-tariff-plans-Mumbai

After working in a call center myself i know when the customer service team at a call center works for the customer or just works for their monthly bills

Dear Sir/ Madame

I really hope you know what is going on in your customer service call center in pune ?

issue request to send billing rep to collect payment for upgrading place

1st call made on 8th December 2011 

customer re - ranjit

Rules 1 – Learn how to address the customer

8th december 2011

customer rep name Ranjit from the tikona call center on the 8th greets the customer by saying “what do you want?”

Rule 2 – Set right expectations for the customer

Ranjit on the  8th Dec promises the customer that the billing rep will come to their house by the 9th evening(false promise 1 )

9th evening now one comes

call 2

10th  calls the call center again. The recorded voice says all reps are busy please hold the line or call back . Wait time 5 minutes

customer service rep picks up again no greetings no how may i help you

Says the billing rep  will come on monday (false promise 2 )

12th december phone at 12 pm lady say someone will call you back for this issue at 3 pm (NO ONE CALLS ) (false promise 3 )

call 3

calls at 5.15 pm guys says you will get a call back at 6 pm .

Someone calls back at 6.15 pm and says that the request will take 3 working days from the 12th!! (what happened to the request opened on the 8th??)

[the surprising thing is there is no name of the customer service rep who made the outbound call in the notes in the customers account of this out bound calls - the last rep says we only take inbound calls and dont know who made the out bound calls (so who made it ?)]

ok i have a lot of patience . Waits 3 more days

call 4

called back on the 14th the 3rd working days

call time around 4. 40 pm 14th december 2011

customer service rep – swapna

waited 5 minutes for the rep to pick up .

She denies there is any issues raised on the 8th and says the request was put in on the 12th .

Rudely tries to tell me there was no calls before the 12th

I insist that she check the logs for the request . She then tells me there were TWO request raised for the same issue (one on the 8th and one on the 12th ) .

Rules 3 never play the disconnect trick on the customer

She says ok i will be tranferrring you to my manager to take up the issues.

Places the customer on hold .

Comes back and says sorry sir , the transfer to my manager is not working

And disconnects me

call 5

Ok time to call back and wait in line and talk to another rep

4.43- 4.48 wait time till someone picks up .

the next rep says i will add a note in the 8th issue for the billing guy to come to your house . (so what happend to the 12th request?)

told her to add a note in her notes about the previous rep who disconnected me .

call 6

15th December 2011

Call Center representative  - Amrita

Says the request is in progress

1) says cannot tell me who i talked to before at the center

2) says she does not have a manager or any other higher manager (sorry sir we cannot transfer your call to the manger )

3) directs me to email [email protected]

4) says she cannot help me with the issue says the issue was raised on the 12th

{Anyone calling up the customer care center and being told they cannot give you information on the status of your billing request? this is very serious because that means they are denying your information about your problem status .so in short they do not want to help you at all } can anyone confirm if this is the case only with this one advisor or tikona does not give your information about your issues from the case note.

What this means if this is true for all advisors .

1) you will need to write down all the details of each call made to tikona because they will not give you any information of your past interactions with their customer service reps .

if you do not write it down and they do not give you any information on your past calls and you do not have a good memory (problem with 60+ yr old customers) then you will need to call up and give new information everytime. So if you had called on the 12th and they say they cannot give you information on your call on the 12th and the SLA is 3 working days . You will have to put in a fresh order on the 15th and wait for another 3 working days?

no reply from

also emailed [email protected],[email protected] .

emailing [email protected] now  15th december 2011

Please stays tuned for more on the story and learn how to work in a call center.

http://www.tikona.in/

after 5 days i am writing to the

http://www.tikona.in/contactusform.php#

also emailed [email protected],[email protected] .

stay tuned to see what her response will be

Friday 16th 2011 – NO reply(from all 3 email address)  .no representative called to collect the payment to upgrade the package . after being unable to use the 150kbps connecting it was impossible to use the package for the past 20 days.

called to initiate the cancellation of the account .

 December 28th 2011 – 11.10 am  An individual called Ashutosh calls from tikona(so there are people who can make out bound calls?) . He says he is from “Advanced technical support”  and can solved all my problems . He says the cancellation is “In progress” (how can it be in progress when the expiration date is the 26th and the request was placed on the 16th dec ?) . He offers me 1 month free internet (this is when the customer had called to PAY for 6(SIX) months more of internet for their highest package and was told that they could not help on the 15th )

19 days no reply from any of the email addresses listed on their site ( i really wonder if anyone reads the complaints there ?)

I really dont understand what the problem with .

The customer WANTED to EXTEND their PLAN with the company for another 6 months and wanted to PAY for the plan.

So where did the order get stuck?

There were two request raised by the reps on the 8th and the 11th .

But no rep in mumbai came .

1) So did the request reach the reps in mumbai?

2) or there was a problem with the reps in mumbai?

why did no one call from any of the escalation emails . (from the last call the lady made it very very clear that there was no manager in the call center and directed me to email [email protected]

Frankly most customer just want the truth and if there was a problem with the service they would be ready to wait .

It looks like there are many others who have complaints about the service

http://tikonahelp.blogspot.com/2010/08/tikona-customer-care-no-all-india.html

February 12th 2012 – 2.40 pm some individual calls and says he has come from tikona and has an outstanding bill ? this is after 2 months after the account was cancelled? I told him to talk to the manager in pune . Mr Ashutosh. He wanted my number (convocation – to show he had visited the place?). This is really crazy. The torture just does not stop!