[Resolved]  Gati-Kwe — refund of damaged items repair/replacement

Address:

NO 5 uk nu ncc nainital, Nainital, Uttarakhand, 263001

1. I have booked my household items (29 packages) through gatikwe from goa to nainital on 16 apr 2018 by mr praveen sharma, auth vendor of gati (Docket no[protected] and received on 29 apr 2018 in extremely bad condition. After nine months of follow up finally on 29 jan 2019, mr vipin of gati office, pune informed me that refund for damaged items cannot be processed view one major reason that it dept/cell is unable to change the column from shippers risk (Myself) to carrier risk (Gatikwe) in their software/system.

2. Till date i am in possession of original pod copy and as per rules should be with gatikwe (Not even honoring their own rules). Pod copy indicates that luggage was transported at full responsibility of company i. E. Carrier risk as promised by mr praveen sharma and there is a mistake done at company’s end while filling the form online and which is not the responsibility of shipper i. E. Mine. Mrs bhagyashri mankar customer support associate and mrs bharti dhuri, csm - epnq of gati office pune had also confirmed me on 09 jul 2018 (Email) that file for change of shippers risk (Myself) to company's risk (Gatikwe) in system/software is raised and obn no. Is being generated. Post change in system, survey will be conducted and claim can be settled. Survey was carried out by mr ranapratap of absolute survey on 30 sep 2018 and i believed that obn number is generated and amendment in system is complete. A report was submitted by absolute surveyor on 25 oct 2018 and on 04 dec 2018 by me to gati.
3. When, i saw no response from the firm, thereafter i register a complaint with grievance number: 1131751 online at https://consumerhelpline.gov.in on 01 feb 2019, after which m/s gati contacted me and offered a refund of rs 11715/- as per survey report submitted by absolute survey on 25 oct 2018 to m/s gati. Soon after that consumerhelpline submitted the reply
(Grievance was forwarded to the company by nch but no response has been received. If you have already complained to the company in written, not received any response from the company or not satisfied with the company response. You may file your case in consumer forum, following the procedure prescribed by them.) on 23 apr 2019
And disposed my complain, however till date despite many email reminders to m/s gati at various addresses, i have not been credited with refund amount, i have not even been contacted by m/s gati for any delay. I have submitted a total of 65 emails to various addresses of gati (Csa4_pqnq, csa6, csa9, csa15 and coord-siemens, gati customer care) starting from 01 may 2018 till 07 may 2019 and received 34 email as reply and a high majority of the replies are computer generated response, thanking for submission of email and m/s gati will reply soon.

4. It is evidently visible that m/s gati is committed to resolve the issue. All reply/call were received only when i informed them that i am seeking for legal option now. Therfore, after so much mental agony and extensive follow up, i would like to prosecute the firm for the inability to honor their own statement and violation of operating procedure and also want to charge for whole amount of rs 23000/- paid to the firm for delivery.