Bad support and pathetic escalation

Since I was getting very frequent disconnection issues so I was not able work from home. So, I made 'n' number of calls to their customer care and tried to escalate but experience was very bad. Please find below mails for your reference, please note that I have erased my e-mail ID from the below mail chain.

---------- Forwarded message ----------
From: xx@gmail.com>
Date: Fri, Jul 4, 2014 at 10:57 AM
Subject: Re: Resolution confirmation- Technical TT closed- 1110424980
To:  <xx@gmail.com>
Cc: "j.nair@tikona.in" <j.nair@tikona.in>



Hello,
Thank you for not giving any value for my complaint!! I experienced the same issue just now also and had a talk with customer care person ["seja faide'' - not sure the name is correct or not] as per her the earlier problem was closed. For the issue which i am experiencing now, someone from senior department will call me within 6 hours and see whether it can be fixed or not!! I have asked her to transfer the call to an escalation point and she was not ready to do the same as always, she said no lead and managers are available now, what a strange!!


Since you have difficulty in reading my name and acting on it i will be starting a blog for the same and will update the same there and will send you the link so that whenever you have time you can read and enjoy.


Regards,
Prajeesh.


On Thu, Jun 19, 2014 at 10:25 AM,  xx@gmail.com> wrote:

Hello,
If Mr. Jaykrishnan Nair is still alive and have some value than coconut then please note that the issue is not yet solved and I am still making calls to tikona care and spending time for nothing. When i called couple of minutes back the Customer care agreed that one of the Engineer will visit my home by 1PM IST today and will fix the issue for ever and I am still waiting for the wonderfull event.

So fedup and still alive.
Prajeesh.




On Wed, Jun 18, 2014 at 3:31 PM,  xx@gmail.com> wrote:

Hello,
Its strange the last update which had from your support person was, your Engineer will visit my home and check the connectivity from end to end. But nobody visited my home yet! but you confirm that the issue is been solved now, may i know what was the exact issue since you mentioned the issue was at my end?


Regards,
Prajeesh.



On Wed, Jun 18, 2014 at 10:58 AM, <Tikona.update@tikona.in> wrote:

This is a system generated Email, please do not reply to this mail. Kindly refer to the customer care details provided in the mail below.

Dear Mr. xxx,

With reference to the TT no. 1-3131858242, raised on your Tikona broadband User ID 1110424980, registered against your name,

We hereby confirm that your Technical issue reported has been resolved. We have observed the connectivity for your account from backend and noticed you are now able to use our service without any issues hence we would be closing the above TT. If you still face the issue, kindly revert back to us.

Please feel free to contact us on toll free number 1-800 209 4276 to provide us any feedback regarding our service. You can also write to us on customercare@tikona.in. Our Customer Care associate will be glad to assist you. For faster access to Technical Support desk, call on 022-40629629* from anywhere in India.

Regards,
Customer Care
Tikona Digital Networks

*Standard call rate apply as per your operator.