26 May
Mr. G.C. Daga
Director Marketing
Indian Oil Corporation Limited
Corporate Office
3079/3, J.B. Tito Marg
Sadiq Nagar, New Delhi
110049
I am writing this on behalf of my nephew, Mr. Gautam Kalra, who is a consumer of M/S Eureka Gas Service, Pandit Wari, Dehradun. Uttarakhand. His Consumer Number is 22274.
The young man (my nephew) is away to the United States right now for sometime. His retired parents, who are living at Street No. 4, House No. 13, Ashirwad Enclave, Dehradun are presently using his L.P.G. connection; in his absence.
Your distributor, M/S Eureka Gas Service, has crossed all limits of ethical business and has become a pain in the neck. It appears as if he is living outside the ‘system’. His refill booking time is as follows: 1000 hrs to 1300 hrs & 1400 hrs to 1530 hrs. and during this period also, if he picks up the telephone, one has to consider oneself lucky indeed! Most of the time the phone is “busy” and unattended.
At times I get the impression that all the money that you are spending on promoting your consumer services is going down the drain. Your distributors are making fun of your so called “consumer service” behind your back. I’ll not hesitate to say that it appears as if your field officers are hand in glove with these distributors. Otherwise I can see no reason why should the consumer suffer; for whom the whole show is on!
It will be relevant to mention here that it is this type of distributors/dealers, who enjoy patronage of lower level field officers of the company, who are bringing a bad name to a prestigious organisation like the Indian Oil Corporation Limited – which figures in the Forbes 500 largest companies. And it is not paying attention to the complaints at your level that further emboldens them.
I am sure that you will be kind enough to direct this erring distributor to supply the refill urgently so that the family does not have to go without L.P.G. It will be kind of you if M/S Eureka Gas Service could be directed to keep themselves open for a longer period of time as stipulated by your prestigious company.
A line in reply shall be much appreciated. Your reply will be an indication of your will to serve the consumers and not your own distributors.
Capt RMP Singh (Retd.)
Note: a copy by post follows
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