Wednesday, April 27, 2011

The Customer Care Manager
Indian Oil Corporation - Indane Gas
Panampilly Avenue, Panampilly Nagar,
Ernakulam - 682036

Dear Sir,

Sub : Non receipt of cylinder on time when we book for a refill.

Ref : My Consumer No. 34489, Distributor – Priya Gas Agencies, Thavalakuzhy, Ettumanoor – 686631.

This is to bring to your notice about the anomalies happening at the time of delivery of recharge cylinders.

I would like you to discover something that I had booked a recharge cylinder on 9th April, 2011 and my booking number is 138. I have got my last recharge cylinder on 9th March, 2011. I’d like you to let yourself become more and more aware of the fact that I am yet to receive a recharge cylinder after 48 days from my last recharge. Since I am having a single cylinder connection, I could book my cylinder only after passing 15 days from the date of last recharge delivery. Hence I booked for my recharge on 9th April, 2011. Naturally, when I contacted the distributor yesterday, they have confirmed to me that they have printed the receipt on 25th April, 2011. And, in an interesting way, you’ll discover that till date and time, I have not received my recharge cylinder. I wonder if you’ll be surprised to discover that this has happened to us several times.

And I wonder if you’ll be curious to know the fact that I am a 79 years old lady and presently staying with my son and his family. My son is working for a private organization and my daughter-in-law is also working for an organization. Naturally, in an interesting way, you’ll discover that after they leave home, I am the only person available at home.

Maybe it will surprise you to notice that, last time, when the cylinder boy came to deliver the gas at my home, I requested him to keep the cylinder at my home and take the empty cylinder. But he thrown the cylinder at my courtyard and asked me to take the cylinder at my home. Now, of course, I don’t know for sure what you’re experiencing. But perhaps you will be wondering how your delivery boy is expecting a 79 years old lady to carry the cylinder to my home! One of the first things you can become aware about this is, since I don’t want to bribe him all the time, he was acting tough with me every now and then!

I would like you to appreciate the fact that I am a very old lady, (79 years old), to carry a cylinder to my home. I had to wait patiently till evening till my son returned home to bring that cylinder home from our courtyard. Till that time, the cylinder was kept in broad sunlight since I am unable move that cylinder.

With your permission…now, I wonder the following things :

Can you notice why your delivery boy is asking for bribe all the time, at the time of delivering my cylinder? Is there any charge need to be paid to deliver the cylinder at home?

And would you be willing to experience that your cylinder boy is throwing the cylinder at my courtyard instead of keeping the cylinder at my home; when his vehicle can reach up to my door step.

The really important thing is just to be fully aware of that why your distributor is not taking appropriate remedial action to deliver the cylinder on the same day the receipt was printed; even after receiving many consumer complaints about the same?

I also want to remind you of something that you probably already know, which is that there are no proper consumer grievances cell at your website or concerned authority readily available to attend consumer complaints so that such distributors are acting tough with consumers.

Hope You’ll be fascinated and feel a strong compulsion to take appropriate corrective action to rectify these anomalies at the distributors end.

Since I am having only one cylinder, I am facing a lot of difficulties. Hence I would like to apply for a second cylinder. Kindly guide me how to obtain a second cylinder for this connection.

Awaiting your reply, at the earliest.

Thanking you,

Yours faithfully,
Padmakumari Amma
91-9142074004