My emails to the Tikona Customer Service & Top management say’s it all...
Dear Mr. Prakash Bajpai,
I write this email to you to inform you that your company has the most pathetic customer service executives who only lie to customers. Your top management team including your Appellate Authority, Mr. Jaykrishnan Nair has only failed false promises in writing to me which is unable to keep. Please refer to the entire trail mail below for the case history.
Your customer service executives I believe are given special training to bang the phone on the customers face and some executives like Ms. Shonali & Ms. Pratkisha Saini are taught to make false promises to customers and are probably busier that the President of the United States of America. I was specifchandru021y told by Ms. Pratkisha Saini that Ms. Shonali is extremely busy and cannot come on the call. I only asked for Ms. Shonali since she called me yesterday and asked me to speak to her regarding my issue.
I only hope that your employees at least rRajeev_Vermact your authority in the company since they done seem to be listening to anyone else in the company and get the issue resolved.
I URGE YOU TO READ THE TRAIL MAIL BELOW TO KNOW THE MOCKERY YOUR EMPLOYEES ARE MAKING OF CUSTOMERS.
From: Dhruv Muni
Sent: Sunday, February 10, 2013 3:27 PM
To: J Nair; Customercare
Subject: Re: Very poor processes and Customer Service
Dear Mr. Nair,
Referring to your email below, this is to inform you that your team has FAILED to keep your commitment and my voucher has still not been activated as yet. The last update from your superior customer service executive is that it will take further 48 hrs to activate the voucher.
I am sure that this email will give you an immense sense of satisfaction about your own authority at your workplace. I would like to reiterate the following:
Your esteemed company has a disgraceful customer service team.
Your company policies are extremely customer unfriendly.
Your well paid employees have no sense of keeping their promises which now unfortunately also includes you.
I am sure this kind of feedback will make you feel very proud of yourself and your company. I hope you continue to maintain such pathetic service levels which ensure thst your company goes out of business and lets a better service provider capture a large part of your maeket to serve the needs of customers better.
-------- Original message --------
From: J Nair
Date: 08/02/2013 14:25 (GMT+05:30)
To: Dhruv Muni
Subject: Tikona UID - 1107098136
Dear Mr. Muni,
At the outset we want to thank you for giving us an opportunity to serve you. We in Tikona are committed to provide you best service and attention at all times.
This is with reference to your email regarding color voucher activation with your Tikona Wi-Bro account.
According to our conversation with you on 8th Feb 2013, please note the following:
• We have escalated the details and further your color voucher will be activated within 24hrs. In order to provide prompt and immediate attention & resolution to any technical or commercial problem, we have now set-up a single window “Customer care toll free no 1-800 209 4276”. This cell is well trained to resolve all issues promptly.
You can also write to us at customercare@tikona.in. We appreciate your patience and kind support. Regards,
Appellate Authority,
Tikona Digital Networks Pvt. Ltd.
W: https://tikona.in From: Dhruv Muni [mailto:dhruv.muni@motilaloswal.com]
Sent: Friday, February 08, 2013 10:15 AM
To: J Nair
Cc: Customercare
Subject: Very poor processes and Customer Service
Dear Mr. Jaykrishnan Nair
My subscriber id is 1107098136.
This is to inform you that you have a very rude and bad customer service desk who hang up on customers and have no courtesy to speak to them properly. Further, your company also has very bad policies. You don’t even inform the customer in advance that usage or plan is about to expire and to recharge to continue using the services without any interruption. This has made me have to wait for 48 hours to restart using your services.
I suppose your employees are paid to serve customers and not insult them. It is utterly shameful that you have no control on how your people talk to customers. I regret every minute of becoming your customer. I will ensure that I post this feedback on every possible social media website and links so that people think 10 times before choosing your services.