[Resolved]  Bharat Cooking Gas — Delay, or non-delivery

Dear Sir,

I am a consumer of Bharatgas through M/s. Sini Agencies / Yuvajana
Samajam Road / Kadavanthra / Kochi- 682020 / Kerala State.
Their Tel. Nos:[protected] / 2310785.

Usually, their delivery time is 20 days from booking date. Last time, they said "delivery by 15 days". I made the booking on 17.11.09. So I expected delivery on or after 1.12.09. But till date (9.12.09) I did not receive the refill cylinder. So, I called Sini Gas and they said that their delivery man had called on 27.11.09 but we were not home to take delivery.

The problem is that they do not give the customer intimation about their man calling and returning without delivering the refill. Then, after such incidents, the gas agency unilaterally "cancell" the order and their responsibility seems to end with recording "order cancelled" in their records. Only when I called them today to enquire about the non-delivery of my order that I came to know that their man had called even before their declared delivery date of 1.12.09.

Such a system of non-communication with the customer about his
gas refill cannot be called a customer-friendly attitude. This situation should change for the better.

The gas company can easily signal the customer about non-delivery if the delivery man leaves a piece of removable sticker with their name and date of calling affixed to the locked gate or door of the customer. They can even charge Re.1/- for the extra expenses incurred for the sticker.

This type of feedback must be made compulsory so that the customers are not left in the dark.

Again, the agency could make a second attempt at delivery after two or three days when that customer is sure to be home and ready
to receive the refill. That is, once an order for refill is accepted, the agency should not "cancell" it unilaterally.

In the above said incident, the man at the office of Sini Agencies just blamed me and asked me angrily why I did not call them for so long.

The authorities in the Govt and the gas companies should look into the matter and revise the rules and regulations dealing with the interaction between the gas distributor agencies and their customers
in the transactions involved in the sale of gas cylinders and delivery
of the same - from order to effective delivery, each time.

I request that you kindly forward this email to all the authorities concerned.

Thank you very much.

Yours truly,

Joy K. Jacob