Reconsideration Against complaints Poor connectivity & speed

Re: Reconsideration Against complaints Poor connectivity & s

Postby TikonaCare » December 4th, 2019, 10:11 am

Dear Subscriber,

Greetings from Tikona.

We would like to inform you that resolution of your complaint is in process and once the issue gets resolved will update you accordingly.

Regards,
Tikona Care
TikonaCare
 
Posts: 63998
Joined: November 16th, 2012, 5:09 pm

Reconsideration Against complaints Poor connectivity & speed

Postby Rajesh Gautam » December 2nd, 2019, 1:32 pm

KIND ATTENTION: The Appellate Authority and Company Secretary,

Sub: Reconsideration Against complaints Poor Service, Slow Internet Speed & Poor Connectivity

Dear Sir/Madam,

With reference to complaint against unique appeal docket number 1-7477024387 on 14th October 2019 and the decision given for the said complaint on 13th November 2019.

This is to inform that the Appellate Authority’s statement against Poor service, Slow bandwidth speed & poor connectivity - unique appeal docket number 1-7477024387 on 13th November 2019 reveals unfair and injustice.

From the last 3 months, this is being informed to the Appellate Authority timely with several service requests to take action towards said complaints which have been registered duly to get the attention for appropriate action. (Please see the below last emails & attached file for your reference).

Customer never asked for waiver apart from the complete refund against poor service, poor connectivity & slow bandwidth speed for last 3 months. (Please see the below last emails & attached file for your reference).

In this given decision by Appellate Authority on 13th November: Appellate Authority stated that the service provider claimed to reach customer several times on its RMN however there was no response from customer side. IN LETTER OF COMPLAINTS AGAINST POOR SERVICE & POOR CONNECTIVITY, SLOW BANDWIDTH SPEED, CUSTOMER ALWAYS MANAGED TO RESPOND AS PER CONVENIENT AND INFORMED SERVICE PROVIDER TO COMMUNICATE VIA EMAIL ONLY FOR BETTER UNDERSTANDING. (Please see the below last emails & attached file for your reference).

In this given decision by Appellate Authority on 13th November: Appellate Authority stated that the service provider has resolved the Technical complaint and applicable waiver for your Tikona account has been already provided to your account further no more waiver is applicable towards your account. CUSTOMER NEVER ASKED FOR WAIVER APART FROM THE COMPLETE REFUND OF LAST 3 MONTHS. IN CASE OF NOT PROVIDED UNINTERRUPTED CONNECTIVITY & SUBSCRIBED BANDWIDTH IN LAST 3 MONTHS.

In this given decision by Appellate Authority on 13th November: Appellate Authority stated that the service provider has acted in accordance with the TRAI regulations by responding to issues encountered by the complainant and has closed the complaint.
GIVEN DECISION OF APPELLATE AUTHORITY RAISED MANY POINTS WHICH CAN BE JUSTIFIED AS WELL, PLEASE SEE BELOW:

- WHAT ARE THE CRITERIA OF THE REFUND OR WAIVER?

- WHO TAKES THE RESPONSIBILITY OF INCONVENIENT CAUSED TO CUSTOMER?

- WHO DECIDES TO INFORM TO THE CUSTOMER OUTAGE PROCEEDINGS IN CUSTOMERS’ AREA PRE AND POST?

- WHO TAKES THE RESPONSIBILITY OF TECHNICAL/COMMERCIAL TEAM’S IRREPRESSIBLE BEHAVIOR TO PUT CUSTOMER HOLD ON PHONE MORE THAN 30 MINS.?

- IN CASE OF POOR INTERNET SPEED / POOR CONNECTIVITY, IF CONNECTION STILL PARTIALLY WORKING AGAINST SUBSCRIBED BANDWIDTH, HOW COULD BE CUSTOMER CONSIDERED TO BE BILLED?

- IN CASE OF BACK-END ISSUE / NETWORK OUTAGE IN AREA, HOW COULD BE CUSTOMER CONSIDERED TO BE BILLED FOR THOSE DAYS/TIME?

- WHAT IS DURATION OF NETWORK OUTAGE PROCEEDINGS AS LONG AS?


A kind attention requires to see the details of service reference numbers which have been registered within last 3 months:

Month of September: (Technical engineer visited the site more than 4 times and found the issue from backend and informed that network outage on progress in the area).

6th Sept 5:40PM Dear Customer, We request additional 2 hours to revert to you on your TT registered. We regret the inconvenience caused. Tikona

6th Sept 7:45PM Your Tikona Service Reference number 1-7263518313 is assigned to RAJ KISHOR at Mobile Number 9720217626

16th Sept 2:43PM We have registered service problem for Uid: 1113471329.Please switch OFF and ON adaptor/Wifi Router, keep it powered ON. You will receive Ref no. shortly. Tikona

16th Sept 2:50PM Your ref no is 1-7312922327, Hope you have switched OFF and ON adaptor/Wifi Router. Please keep it powered ON. You will receive an update in next 6 hrs. Tikona

16th Sept 4:52PM Issue reported is resolved for ref no 1-7312922327. Please continue using services. Tikona

18th Sept 4:37PM Your Tikona Service Reference number 1-7326436891 is assigned to RAJ KISHOR at Mobile Number 9720217626

18th Sept 7:08PM Our Engineer visited and found issue from backend. We are working on network improvement. You will be able to use the service till then. Tikona

20th Sept 3:27PM Dear Tikona Customer Your service request no. 1-7326436891 for User ID 1113471329 is assigned to RAJ KISHOR - 9720217626 as per scheduled time

21 Sep at 6:15 pm E-mail complaint 1-7337673478

21st Sept 6:22PM Your Tikona Service Reference number 1-7344431330 is assigned to RAJ KISHOR at Mobile Number 9720217626

22nd Sept 5:00PM Our Engineer has confirmed resolution of Service issue on UID 1113471329. If problem persists, call 186030003434 in next 24Hrs & Get On-Call Support. Tikona

25 Sep at 3:29 pm E-mail complaint 1-7361529489.

25 Sep at 9:50 pm E-mail complaint 1-7362536804

27 Sep at 3:28 pm E-mail complaint 1-7362536804

Month of October: (A Network Outage started on 7th Oct and ended on 19th Oct) How could be it justify to the customer a longest network outage for 10 days period)

7th Oct 4:34PM We have registered service problem for Uid: 1113471329.Please switch OFF and ON adaptor/Wifi Router, keep it powered ON. You will receive Ref no. shortly. Tikona

7th Oct 4:46PM Your ref no is 1-7458604517, Hope you have switched off and on Adaptor/Wifi Router. You will receive an update in next 6hrs and a call from 022-61596159. Thanks

7th Oct 7:17PM Issue reported is resolved for ref no 1-7458604517. Please continue using services. Tikona

9th Oct 3:51PM We have an ongoing Network Outage in your area and Our technical team is working on the problem. Estimated Time to resolve is 4 Hrs. Tikona

11th Oct 7:23PM We have an ongoing Network Outage in your area and Our technical team is working on the problem. Estimated Time to resolve is 4 Hrs. Tikona

12th Oct 3:14PM We have an ongoing Network Outage in your area and Our technical team is working on the problem. Estimated Time to resolve is 4 Hrs. Tikona

13 Oct at 5:34 pm E-mail complaint 1-7475989680

15th Oct 3:00PM Dear Tikona Customer, we have escalated your technical issue TT no. 1-7478168168 to our senior technical team and you will receive an update within 24hrs.

18th Oct 11:56AM Our Support engineer will visit your premise to resolve your complaint. You will receive contact details of engineer in 4 working hrs. Tikona

18th Oct 12:28PM Your Tikona Service Reference number 1-7483001948 is assigned to RAJ KISHOR at Mobile Number 9720217626

19th Oct 12:08PM Dear Tikona Customer Your service request no. 1-7483001948 for User ID 1113471329 is assigned to RAJ KISHOR - 9720217626 as per scheduled time

19th Oct 12:08PM Dear Tikona Customer Your service request no. 1-7483001948 for User ID 1113471329 is assigned to Divya Prabhakar Verma – 8279713126 as per scheduled time

E-mail complaint 1-7501696706 31 Oct at 6:27 pm

Month of November: (A Network Outage started on 16th Nov and ended on 22nd Nov) How could be it justify to the customer a longest network outage for 7 days period)

7th Nov 6:54PM Issue reported is resolved for ref no 1-7512338980. You will get a call from 02261726500 for confirmation, save the number and keep surfing. Tikona

12 Nov at 12:55 pm E-mail complaint 1-7551524960.

16th Nov 12:18PM We have registered service problem for Uid: 1113471329.Please switch OFF and ON adaptor/Wifi Router, keep it powered ON. You will receive Ref no. shortly. Tikona

16th Nov 12:29PM Your ref no is 1-7589119466, Pls ensure both Wifi Router and Tikona adaptor is kept powered ON. You will get the next update in 4hrs and a call from 02261726500.

18th Nov 9:15AM Our technical teams are still working on permanently resolving the issue. You can continue to use our services during this period. Tikona

18th Nov 10:42AM Tikona internet service issue is attended. We tried to reach you for confirmation. Please answer call from 02261726500 or call us in 24hrs while TT is open.

18th Nov 4:17PM We have observed network related issue hence our technical teams are working on permanently resolving the issue. You can continue to use our services during this period. Tikona

19th Nov 6:41PM Issue reported is resolved for ref no 1-7589119466. You will get a call from 02261726500 for confirmation, save the number and keep surfing. Tikona

20th Nov 9:38PM We have an ongoing Network Outage in your area and Our technical team is working on the problem. Estimated Time to resolve is 4 Hrs. Tikona

22nd Nov 8:47AM Your Tikona Service Reference number 1-7596170661 is assigned to RAJ KISHOR at Mobile Number 9720217626

22nd Nov 2:37PM Our Engineer visited and found issue from backend. We are working on network improvement. You will be able to use the service till then. Tikona

22nd Nov 9:36PM Service Issue on UID 1113471329 is resolved. If problem persist please call on 186030003434 within next 24 Hrs and get on-Call Support. Tikona

26th Nov 11:51AM Your ref no 1-7600277587, please ensure both Wifi Router and Tikona adaptor is kept powered ON. Test speed on netspeed.tikona.in. You will get the next update in 4hrs and a call from 02261726500. Tikona

26th Nov 3:08PM We have registered service problem for Uid: 1113471329.Please switch OFF and ON adaptor/Wifi Router, keep it powered ON. You will receive Ref no. shortly. Tikona


As a matter of fact, it reveals that the subscriber kept on trying to get the service provider noticed to resolve the issue timely, And Service provider failed to offer uninterrupted connectivity & proper internet speed as per subscribed plan within the period of mentioned complaints above from last 3 months. Apparently, there were couple of ongoing network outage for longer period of 7 to 10 days and the connection was partially used. In this condition, subscriber was harassed mentally, physically and economically, hence this is not acceptable at all to pay for monthly Rs. 599.00 for such partial connectivity, poor service and slow internet speed.

Therefore, this is humble request to Appellate Authority to reconsider the case sympathetically and take appropriate action towards complaints which have been kept on registering from last 3 months and service provider fails to offer proper connectivity & proper internet speed according to subscribed plan. An assurance letter should also be issued by the service provider to the subscriber for taking responsibility for all complaints and the conditions which have been faced within last 3 months. Even also, the monthly subscription Rs. 599.00 has to be replaced with the plan Rs.399.00 monthly after consider all the above issues and conditions which have been faced by the subscriber.

@Company Secretory: With humble request, I am soliciting for your kind support & assistance to consider the case sympathetically and intervene in this situation on the necessity with the reason of, subscriber harassment mentally, physically and economically.


Thanking you!!!!

An un partial and un prejudice judgement is awaited in this regard.

Yours Sincerely,
User ID:1113471329
Last edited by Rajesh Gautam on December 7th, 2019, 1:01 pm, edited 1 time in total.
Rajesh Gautam
 
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Joined: August 9th, 2019, 10:29 am


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