[Resolved]  Mahadiscom — Poor and pathetic customer care - an harrassed customer

To,

All Concerned Officials of MSED.

From,

Consumer No:[protected]
Billin Unit No. 4642 Nerul Division
Mrsseema Suhas Kavthekar
Flat 202 Plot No 35, Sector 50
Nerul 400706

Respected Sirs,

This is my last ditch effort to get an issue related to irregular bill solved.

I have been a customer of your since 2 years, and have been paying the bill regularly without any arrears, and any issues whatsoever. But for the month of July, I was shocked to receive a bill for the amount of Rs. 8380/- and total no. o[censored]nit as 1210. I have never received a bill exceeding more than Rs. 800/- and total unit more than 200.

So, I was really surprised to see this, but when I checked the photo of the meter provided on the bill, I learnt that the photo was not of our meter. I also went downstairs to check the readings and found that the reading was wrongly taken. Infact, it was of a different customer. This was a gross mistake on your end you merged a different photo into my bill and send a bill of more than Rs. 8000 without verifying the credentials.

I thought that since this was a major mistake from your end, you would immediately correct it. The very next morning I visited your office and gave an application to correct it (the MSED office is a good 5 KM from my place and I have to spend more than 50 Rs for auto-fares, forget about the loss of working hours). The person told that this will be corrected and you will be send an updated bill.

To my disgust, there was no correction in the new bill too and the amount has risen to more than 9000. But this time they have taken the reading of my Meter correctly. Just so that all of you understand, I will give you the meter reading taken from the month of June to August so you could easily point the mistake.

Month Current Reading Previous Reading Consumed Units
June 1276 1201 75
July 2486 1276 1210
Aug 1435 1276 159

Do you notice the irregularity in the reading? In the month of August they have taken the correct reading but the amount of Rs. 8000 was never adjusted.

I went to the office again to meet one Mr. Ghote and he was not there in the office. I met his assistant. He told me that they have sent an employee to check my meter to find out why the bill was so high. I explained him that the bill was high because they have taken the reading of a neighbor’s meter and have merged that in my bill. I showed him both the bill. But, he was not ready to listen, he told me that we will get the report about the meter and then we will submit it to the billing department you will then get updated bill. I thought, how careless is the way of working with these people, and told fine.

The next day an employee visited my place, and checked the meter and told me that the meter is fine, you will need to collect the report from the office tomorrow. I went and visited the office again, Mr. Ghote was nowhere to be seen today too. His assistant told me that he would need a signature from one of the officer, and that he is also not here. He told me to come the next day, but the next day was Sunday and Monday was a off due to Eid. He told me to come on Tuesday.

I visited the office on Wednesday, but even on Wednesday he had not taken the signature. He gave me the same reason that the officers are not here and asked me to come on Friday. I visited the office again on Friday. Remember that I was wasting more than 50 Rs, everytime I had to visit the office. On Friday, he gave me a Xerox copu of the report, which was signed. I asked him where are all the original bill that was submitted. He told me that you would get it from the billing department. I went to the billing department, and I was told that Mr. Mohite who looks after Sec-50 is absent today. (I wonder how many people remain absent in a day in the MSED office). They asked me to come on Tuesday – 29-Sep-09.

So I visited the office on Tuesday again, and was glad to see that there was someone at the Sec-50 window. But he was busy with some work, and did not even bothered to see if there is a customer to attend. I waited there for 5 minutes, but he did not pay any heed. Finally, I told him excuse me – are you Mr. Mohite? He said yes and told me to wait. Finally after more than 15 minutes, he asked me what happen. I explained him I am here to take a revised bill. He asked me for the inward copy and I showed him the inward copy, He told me that the bill could not be revised see the reading on the report. I told him I do not understand this and in any way this is not related to my issue. You check my bills, but he was very arrogant he plainly told me that nothing can happen. I again requested him to atleast check the bill. I told me that for the month of July the reading are of a different meter. Finally he looked at the bill, and realized the goof-up of MSED.

He told me that you have to meet the sahab. I asked for the name - his name was Digvinjay something? I went to his office and he was not there. Then Mr. Mohite told me to come again tomorrow.

I am feeling like I am in a court getting new dates after other. I am feeling really frustrated now, so I thought the only option left for me is to send an email to the higher officer so that everyone understand whats going on at the lower level.

There is no Customer Support whatsoever, although I liked your web site which is very modern and gives the option for online payment.

I am a senior citizen, and work for a Government firm, if this is happening to me I can understand what would happen to all other illiterate citizen. Its high time that we understand customer needs and support them ably. I will forward this email to all other government and press colleagues of mine so that they understand whats happening at the grass root level.

I am tired of visiting the office daily, without any mistake of mine. You should punish the officer who took the wrong reading and offer some kind of compensation to me. And I am sure that my meter is working fine, the report is tampered with incorrect numbers – because the units are consistent.

Will some officer please take the pain to atleast correct this, I will then believe that there are people who actually check all the emails provided.

CC: PM of India Office
President of India Office

Best Regards,

Mrs. Seema Kavthekar