From last 9 years I am a consumer of Indane gas. At that time getting a gas connection was comparatively easier in our area. For first 5 years there was no complaint from our side, the booking and delivery procedure was quite smooth in Kalyan nagar area, Bangalore. The ordeal started when we shifted to Electronic City, it was the beginning of nightmare. We had to disconnect the existing facility to get transferred to a new distributor. The first shock I got was, it was nowhere nearby. We had to go to J.P. Nagar, the only distributor for Electronic city (J.N. Enterprise) was located there! Well, their service also was somewhat co-operative, the delivery man Harish always understood the requirement and our busy schedule too.Not for a single time he had to return back with the cylinder, as he used to call us before coming for delivery. Suddenly, around 2012, we got a notification from our distributor that our connection has been automatically shifted to Seetharama Enterprise, Jigani Industrial area. There was no clear explanation for why it was done, but we were OK if they deliver our refill on time. This was the start of the hellish experience we are facing from last 3 years.
Now, this location was far from our house, after asking many people and roaming around a lot, finally we reached the office to submit our documents. Well, we were met with the most arrogant set of people working there, who started calling us "TUM" from the very moment we entered. Whatever they wanted, the copy of transfer record, electric bill, and so on.were ready. But on the same day when we wanted to book a cylinder, the lady replied on my face "Tumhara marji yahan nahin chalega, refill chahiye to baad mein aana!" What the hell! When, how to book, she just never replied and dismissed me with a wave of hand. I was so infuriated that I took the Indian oil complaint no. from the display board and called them immediately. Anyway, the person sitting there was quite co-operative and informed me that I can book through IVRS on the same day itself. I came back with a grudge and the cylinder was delivered to me after 4-5 days, that also after repeated calling.
It became a ritual from then onward. Our consumption for LPG is very less, hardly we need 2-3 cylinders in a year as both of us work and we have good canteen facility in our offices. Every time whenever we tried to book cylinder, we were told that the facility has been lapsed. That means visit the distributor again, submit all the necessary proof like electric bill and so on, then only the refill will be booked. We went through this several times and got sort of accustomed. Then came the master stroke from Indane.
This year, we already booked a cylinder in June which got over by 8th October itself. Lots of relatives were visiting and I was experimenting with my culinary skills. On 8th October, 2014 I booked a refill through IVRS and started waiting for the cylinder only after 4-5 days(I know the ritual!). But one week passed, two weeks passed, finally it came to this week which is third, but no arrival of refill or any news from the distributor. I was unable to reach them also, as the phone seemed always busy. Only twice I got hold of a lady(through "unregistered" mobile numbers in their systems;) who informed me, "the gas is being delivered today, Madam!" But after that, just nothing! Today morning I really freaked out and started calling every number listed in their website, but a single number also wasn’t working! Like any other day I checked with the IVRS and came to know that "FINALLY" a cash memo against my booking has been generated. Now again I am waiting for the refill to be delivered and eating from packages, it has been 19 days without proper cooking in the house!
One simple question I have in my mind. When they can’t provide services, answer the calls from their customers and cause infinite numbers of troubles to their esteemed customers, then why don’t they opt out for anything else? Like enabling people for LPG portability? Is it too hard? For this subsidy also they create a havoc(my delivery boy suggested, why don’t you opt out of subsidy?) I really don’t mind, if I get the proper service. But nobody has the right to force me for something like that. The service and customer behavior from the distributor has been far below the rank till date. If I don’t get my refill or any reply from them by the end of this week, I have decided to move to Consumer court. Enough is enough, now it’s time to take some action against this fraudulent distributor.