Mahanagar Gas — new png connection - rubber tube not attached

Address:

Mumbai City, Maharashtra, 400002

I had applied for a png connection in may, 2017 with mahanagar gas ltd. (Mgl) under bp no. [protected]. Around mid-june, mgl technicians came to my residence and installed the meter and the pipe. However, they did not attach the rubber tube connecting the pipe to the gas stove. When i asked why, they told me that another technician from mgl would come in 3-4 days and would connect the rubber tube.

Three months have passed, but no technician has turned up as yet.

About 2 weeks ago, a meter reader from mgl came to check the meter and took some photos. He saw for himself that the rubber tube had not been installed, and once again, he told me that another department looks after connection matters and that someone would definitely come to complete the installation.

I have been regularly calling mgl customer care service number[protected] and checking on this - my complaint number is 3297354. The customer care agents have been very polite and patient, but each time i get the standard response that they are probably trained to give a customer - "we are very sorry for the inconvenience. We have forwarded your request to the concerned department and you will be contacted within — . Days".

In the last 8 days alone, i have called 5 times and been given these "assurances":

1. Called on monday, 11th september - told that a technician would call/sms me within 24 hours (Nobody got in touch)
2. Called on wednesday, 13th september - after an agent gave me the standard "training" reply, i demanded to speak to a manager/supervisor. One mr. Avinash (Floor supervisor), was kind enough to call me back - he said that someone would contact me within 48 hours (Nobody got in touch) and my work would definitely be done by sunday, 17th september (Not done)
3. Called on saturday, 16th september - when i said that nobody had contacted me within 48 hours as promised, i was told that someone would contact me within another 48 hours (Nobody got in touch) and according to their system records, the work was scheduled to be completed by tuesday, 19th september.
4. Called on monday, 18th september - first told by an agent that i would be contacted in 5-6 days. When i insisted on speaking to the supervisor, mr. Avinash again told me that he would chase up with the concerned area-in-charge and let me know tomorrow (19th september). - avinash did not call me.
5. Called on tuesday, 19th september - same reply, no result.

In addition, i called the number of mgl's "complaint-in-charge", mr. Rishi kumar[protected] ext 4548/4549) today (19th september) around 4:30 pm (Office timings are 3:00-5:00 pm on working days), but there was nobody to answer either extension. I have left my mobile number and bp number as instructed by the automatic recording... Let's see whether someone calls...

I have also written a mail to mgl's complaints email id ([protected]@mahanagargas.com) today.

I had already surrendered my lpg subsidy in june itself after mgl technicians installed the meter, expecting that my png connection would be completed soon. I have now bought 3 lpg cylinders at non-subsidized rates between june and august, because i have no choice and i am at mgl's mercy.

How many phone calls must a paying customer make to mahanagar gas to get a simple job done? How much longer am i expected to wait? Why is their so-called "technical department" sleeping on this matter?

I could have easily paid rs, 400-500 and called some handyman to fix the rubber tube. However, i would much rather have a qualified technician from mahanagar gas do the job as i do not want to risk gas leakage by having a non-qualified person fix the tube. Besides, it is mgl's responsibility to provide safe, secure, complete png connectivity, given that i have paid their registration fees in full and have been waiting since may!

Mahanagar gas supposedly has a "customer care" department; now when will they start actually caring for their customer?