[Resolved]  Bharat Gas — Complain against the BharatGas Service and Agent (Shahid Shankar Agency)

Address:

Pune, Maharashtra

Hi, I am writing this email to file a complain against the poor quality of service seen at BharatGas Service and Agent (Shahid Shankar Agency). I am a customer of Bharat Gas and my consumer details are as below. Consumer No.: 62820066 Here are the details of experience I had with service issues seen: The new connection of Bharat Gas was bought with the name "Komal Bhujbal", she is my wife which included a single cylinder, regulator and a stove. It was bought before marriage and after marriage she shifted to my home(being her husband as per indian rituals quite common). Now we wanted to do following: 1. Transfer the connection to new address so that we can use the gas connection 2. Change her name to after marriage name as "Komal Phule" 3. Update the address of the connection as after marriage address 4. Get one extra cylinder so that we have 2 in total as per standards. Step 1: 1. I approached the agency Bhagyalaxmi at Talegaon Dhamdhere Pune. There was no issue seen in addressing our request as they smoothly handed over the transfer papers to Raka Gas Agency, Chinchwad Pune. There were no any charges for the transfer with this agent. 2. I approached Raka Gas Agency and came to know that there is no service availbale to my area by them. The staff was very supportive and guiding well. They suggested that I need to first produce following KYC documents copies: Old Name: Komal Narayan Bhujbal New Name : Komal Sudarshan Phule - After Marriage 1. PAN Card (Old Name) - ID Proof 2. Aadhar Card (Old Name and Address) - Address Proof 3. Electricity Bill (New Address) - On my fathers Name 4. Original Gas connection passbook (to be shown) 5. Original Gas connection receipt 6. Transfer letter from Old Agency Bhagyalaxmi at Talegaon Dhamdhere But Additionally, I carried following documents with Me: 7. PAN Card (New Name) - ID Proof 8. Aadhar Card (New Name and New Address) - Address Proof 9. Husband's Passport - New Address Proof 10. Marriage Certificate - Relationship proof With all these documents provided, they simply done the inward at their end and provided me the transfer letter to Shahid Shankar Agency, Chinchwad, Pune. They suggested that, you carry the same documents with transfer letter to "Shahid Shankar" and your job will be done. The connection would be transferred and you will start receiving the refill at your new address. Post that, you can change the name and address and apply for new extra cylinder. They charged me Rs. 100 for processing the transfer. Overall experience dealing with this agency was good. 3. Now, at last along with all above documents and transfer letter, I approached "Shahid Shankar Agency"! First of all, I would like to highlight that the overall atmosphere there was already very PANIC and customer support people were just shouting on customers. Many customers were trying hard to get their things done. As I approached to them, the first reply I heard was : "Why people come to eat our head here for a name change and all. You could have done a name change before you made the transfer only." I shown them all the documents I had with me and requested for the transfer of connection. Now, the communication was like this: Customer support executive: "You should have address proof with the name "Komal Bhujbal"(Old name) otherwise transfer cannot happen." Me: "How is it possible to produce the address proof with her name as she recently shifted with my family after marriage?" Customer support executive: "Or else bring the affidavit from the lawyer, ask your father to make it proving that she stays with you and submit his electricity bill" Me: "But we got married and I have a marriage certificate which is legally registered at the court. Now as a relation proof if we submit it, why can't we use my passport as an address proof?" Customer support executive: "You are talking too much. We don't have time for discussing this all. You unerstand what I told you. Bring the affidavit and then talk" Me: "I am just trying to understand the process. If you can tell me the complete list of documents it will save my time and multiple visits to your office" Customer support executive:"Didn't I just tell you the documents. You could have noted it down. We don't have time to give this information to customers writing it on paper." Me: "But thats the point I am trying to make. Why cannot we transfer for address change without affidavit? And what about the name change? I have a valid marriage certificate." Customer support executive:"What I just told you? Don't you understand. Now go and bring that and then we will talk. And we do not accept marriage certificate as a relation proof. Go to lawyer. Get 100Rs. stamp paper and getit notarized that you are married to your wife." Me:"But court registered marriage certificate is a highest proof for marriage. Its higher level proof than a notary writing it on 100 Rs stamp" Customer support executive: "What to do now? I donn have time. Please go and bring that was told. This is our process." Me: "Please tell me who is your senior. I will talk to them. Yesterday, I called a lady and what she guided me thats what I have produced as documents." And I again called a lady on a agencies registered mobile number which was available on bhratgas website. To the same person I spoke the day before and she confirmed the list of documents and I brought the same. The lady was sitting just next to her. When I enquired on a call day before about the extra cylinder cost at Raka and to this lady, I was told as 2400. Now I approached a senior lady at the agency! Me: "Ma'am, your people talk to the customers in a very bad fashion." Lady: "What is your problem. You don't tell me all the story. Just tell whats your problem" Me: "Leave the problem for a while and listen to my complain first." Lady: "We don't have time for all that. Show me your documents." Me: "Here are those. And besides having marriage certificate, my connetion not getting transferred. And the way your people talk is ridiculous." Lady: "See, don't you see the kind of people we are dealking with here. There are so many faces we need to see each day and we get irritated." (I wondered, thats what their job is, to serve people? Isn't it?). Me: "But Ma'am you should understand whom you are talking to. I am also from a customer service industry and working as a software developer since 10 Years. I own a company and I am a well educated qualified customer and I have my self respect. If you are just insulting me and yelling at me, I have rights to complain and ask for the correct information" Lady: "We don't care what you are. You could be a minister or anybody. We have a process and we have to follow. YouAgain you stated the same story. Leave it, we are transferring your connection" Me: "But, why can't you be simply nice to people while you speak to them" Lady: "You want your work to be done or not. Then stop the topic and complaining" Me : "Whats the name change process now? and whats the cost for extra cylinder" Lady: "3500" Me: "But Raka provides it for 2400?" Lady: "Don't tell me what other people do. We know how to run our business. This is our rate. You decide whether you want it or not." Finally, my connection was transferred. Now I asked for the name change process. Again the same story was told to me "Get it written on 100Rs stamp from a lawyer that you are married to your wife". I left the agency office and confirmed the rate from Raka again. They said it will range about 2047. I got a regional sales manager's number from them. Mr. Jagtap and tried to contact him on [protected] but could not connect. I will call him and tell him about all this tomorrow. Result: 1. I was frustrated to know the fact that marriage certificate which I got after lot of efforts and documents submission with witness signs is useless for these people. They do not even understand the signifincance of marriage certificate which Passport India also accepted being highest government authority in india. 2. The ridiculous way of talking to customers and insulting them had crossed its limit. 3. I was tensed for the full day with this experience early morning. 4. Now, I am going to file a cosumer forum complain at a court regarding all this. 5. These people who don't know how to talk to people do not have rights to work in servide industry 6. I had lot of panic mental torture due to this. 7. I do not understand, same documents worked at Raka and Not at Shahid Shakar. They have different rates altogether This and many more things which I can not write on email were discussed and the task was not addressed well. Now waiting to see what Bharat Gas as a trusted company will do to address this complain. I want them to apologise in written for the misbehavour they have done. I have also registered a complain for this on website. "Your Complaint has been successfully registered with Complaint Number: 244076" There was no space to describe the details and hence emailed this to email ids I got from internet. Awaiting a favourable reply. Thanks.