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Friday, March 29 2024
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Gassing the consumer under lockdown: the tale of a consumer’s distressing experience

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This is the distressing story of a long time consumer of Indane gas – regular – whose distributor in Mangalore, one of many, is Karnataka food and Civil Supplies Corporation. While it has happened in the past, the consumer told me, the current ordeal in the midst of a medical lockdown that is being policed strictly and rightly so, would appear to be the next level in consumer distress. It may be unique to this consumer, and then again, it may not. 

It all started when a gas refill was booked on SMS on the 31st of March 2020. The existing cylinder had very little left and the consumer was anxious about running out of many things as naturally people our during this lockdown phase. While the rest was manageable as groceries were open every day, albeit with limited supplies, running out of cooking gas would mean entering into those cooking without fire competitions held during management fests.

There was a prompt reply the same day – The order is registered – ETA 5 Days. The consumer was also advised to pay online which he promptly did the same day. A confirmation receipt was received for the payment 3 days later on the 3rd of April 2020. Having done his duty in line with the urgings of the government to go digital, the Consumer then rested in the firm belief that the gas refill would be with him by the 5th or 6th as promised.

On the 6th of April, as prophesied by the order confirmation, the consumer received a notice of the cylinder having been delivered on the 6th when in fact it was not. Anxiety began to gnaw.

6th of April being a Sunday, the consumer decided to follow up the same with the distributor the next day. But neither of the phones were answered. In fact, one was returning a disconnected message. Attempts were made to contact the Company’s local LPG coordinator, who responded politely and said the cylinder would be with us that afternoon or the next day! Meanwhile, the consumer also contacted Company’s Customer care only to get the answer that the staff were all away.

Come on guys there is a concept called Work from Home. We are all doing it. In any case, the consumer followed the disappointing phone call with a written electronic complaint in the prescribed form especially highlighting the fact that the refill had not been delivered, but the SMS from the Company says it has been. Does look like the paradox was normal for them, because there has been no reply to till date.

The next day dawned, bright and sunny, and the gas in the kitchen was evaporating fast. The Consumer decided to visit the office of the distributor’s office on the Pumpwell Padil road. Given that mobility is only reasonably restricted up to 12 PM, he set out at 10 AM on a two-wheeler. No luck, it was closed. Next stop their godown at Bajal.

At the godown the consumer found several private vehicles – two-wheelers and four-wheelers – picking up refills and he regretted not bringing the empty cylinder for a refill. It did appear that they were all in the same boat and water was flowing out rapidly from under them.

There was a lone guy at the depot office. He did not have any official support or Digital support and when he was shown the SMS’s he said he had no information as there was no access to the online status of any booking. He expected the consumer to pay and take the refill. But when showed the SMS of payment and delivery, he was confused. He called up a couple of people including probably the delivery lineman and then threw up his hands in disgust. He told the consumer – we will note it down – bring the empty cylinder and take a refill.

And so the consumer returned to his residence in the city. On the way, he was stopped by the police at pump well. he was asked to leave the two-wheeler and proceed. He explained his dilemma showed the gas booking messages, the consumer book, etc and thankfully was allowed to proceed. During the course of the conversation, the police told the consumer that Gas is an essential service, and deliveries are allowed, for which all facilities have been provided; why then has it not been delivered? they asked, to which the consumer could only shake his head. The Police were very understanding of the situation.   They had to distinguish between a joy ride and genuine need and they did so with sagacity. Hats off to them.  He also requested the police to allow him to take a four-wheeler and bring back the gas to which they agreed provided the consumer came back with the gas refill. Perfectly fine.

And so it was done. On the return journey, the consumer did not find any obstacle from and back to his residence, his immediate essential need met.

But the consumer, who wishes to remain anonymous says that this is not the first time that this has happened. In the past too, delivery messages have been received and it is only after sustained follow up that the delivery of the refill was actually effected. Is there a flaw in the system?

This is the larger question that the Indian Oil must address – how does its online system really work? How are the deliveries monitored? is there a system like that of Amazon or Flipkart or say a Blue Dart in place where a digital customer signature is requested on completion of the transaction? Can one’s refill, paid for, be delivered to someone else either by mistake or for any other reason? Does the system allow it at all? And in a critical situation like this, shouldn’t arrangements be made to ensure that the office functions appropriately and the consumer is not put to unnecessary and I stress the word unnecessary hardship? Hardship is inevitable, but unnecessary hardship? In fact, had the refill been delivered, the consumer need not have stepped out of his home adding to the woes of the lockdown.

Hopefully, all the authorities concerned – be it the distributor or the manufacturer will find a future proof resolution: this is the right time for introspection – there is time at their disposal if the events narrated above are any indication.

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Brian Fernandes

Brian is an alumnus of Roshni Nilaya’s Post Graduate School of Social Work, HR Department and has 30 years of local and international HR and General Management experience. Journalism, poetry, and feature writing is a passion which he is now able to pursue at will. Additionally, he loves compering and hosting talk shows. He loves learning and imparting it; so, when time permits, he provides leadership facilitation and soft skills training to Postgraduate students and Corporates in Mangaluru and Bengaluru. Besides, he is an accomplished Toastmaster under the aegis of Toastamasters.org and a designated Distinguished Toast Master.

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