Dec 15, 2013 06:51 PM
2242 Views
I am a consumer of Indane Gas Company for over 3 decades and after several years of service and superannuation. I settled down at Nellore and my distributor here is Kalpana Indane Gas Agency, Nellore.
Recently, I logged in to https://indane.co.in and registered my name. Since it offered to register order for refill, I tried to order for a refill online on 27-09-2013, but a message prompted me to book for one after September 2013. I booked online on 03-10-2013 and promptly, it was displayed in Order History.
An acknowledgement was sent to my email ID stating that my request had been forwarded to the distributor and the reference number given was R131003125396212. I was very delighted at this hassle-free way of booking, since booking for a refill over phone would consume at least half an hour each time and you get connected only after you ring up at least 50 to 100 times.
When the refill was not supplied to me even on 31-10-2013, I had to telephone the distributor again and I was aghast at his reply. He said that no such booking could be seen on his screen and that online booking had not yet been started by Indane.
He said that if booking online did not materialize, it is the lookout of the company and not his. He booked my order over phone on 31-10-2013 and said that in 15 days, it would be delivered. When I tried to lodge a complaint on the website of Indane, it just did not go after giving details, there will be no SUBMIT button). I sent an email to the distributor and it was simply forwarded by the company to the distributor. No action was taken by either the company or the distributor.
The order was shown as ‘delivered’ on 11-11-2013, but in fact, it was delivered to me on 16-11-2013. When I had a look at the earlier bookings, there was always a delay of 2 to 5 days on all occasions and the delivery boy says that he was not responsible for such delay and that whenever the slip was handed over to him, he always delivered the cylinder on the same day.
He said that the matter should be taken up with the distributor only. But the distributor washes off his hands saying that he had sent the cylinder through the delivery boy on the date recorded at his end. Neither the distributor entertains any complaint by the consumer nor is there a way one can communicate to the company. The consumer can only knock his head against a wall.
If the website is not yet operational, the company should have made it clear in the beginning itself and not allowed any consumer to place orders online. Having taken the order and acknowledged it, the company does not even entertain any complaints. The website is for play by children and it serves no other purpose. You cannot complain to the company and the distributor would not listen to you. And that is what the Indane Website https://indane.co.in is all about.
The booking history displayed on the site on my login is produced below.
Welcome S.PADMANABHAN
Booking History
Order Now
•Refill Booking History
•Hotplate Booking History
•Rejected Refill Booking(s)
S.No. Reference No. Order No. Order Date Delivery Date Status
1 0 2000037681 10-12-2013
14-12-2013 Delivered
2 0 2000027448 31-10-2013
11-11-2013 Delivered
3 R131003125396212 03-10-2013 &nbs
p; - In Process
4 0 2000009879 21-08-2013
13-09-2013 Delivered
5 0 2000000757 17-07-2013
20-07-2013 Delivered
6 0 5549 28-05-2013
30-05-2013 Delivered
7 0 3302 12-04-2013
20-04-2013 Delivered
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You can see the booking of 03-10-2013 being still "In Process" with Ref No.R131003125396212. I wonder what process would take place for this booking.
