The Mahanagar Gas Misery
As my house is under renovation, it was necessary to remove the gas meter temporarily to prevent any damage to it. I had already turned off the supply and filed a request on 16 December on the Mahanagar Gas website under the given head, for someone to come and do the job.   (Screenshot attached).
 
I immediately received an email in which the web admin promised me a docket number within 48 hours. None came. I filed a follow-up complaint. This time, not even the promise came.
 
Finally, on 3rd January, I decided to use the phone. This was a massive rigmarole. At first, nobody picked up the phone even after several attempts. I dialled the emergency number. I was told very unambiguously to go back to the original number and have patience with the lock-down-hit company, with its sparse employees. Finally, a voice came on, to tell me that I must approach them only if I have a complaint. Then started the ritual of ‘Dial one for English, dial two for Hindi.’ I thanked the Brits for having come to India or else we would be holding the phone till Mahanagar Gas reached ‘dial 23 for Urdu.’ 
 
As I punch in my 1 and wait, the voice tells me, ‘Response not received’. I punch in another 1 and, getting the same response, yet another. Finally, I am asked to punch in my BP number.
 
Ooooops! What I had scribbled on a slip of paper was the CA number, which was irrelevant. I disconnect the phone and go back to my gas bill and carefully scribble the BP number, ready to be punched in. 
 
Once again, they cannot see/hear my 1 punched in for my foreign language preference, and I go on punching it in till they move on to ask me for the BP number. Ah, I won, I thought. But hold on! 
 
The over-abundance of the digit 1 prevents the full BP number from being accommodated in the given space. The unseen voice reads out my number WRONG – digits that I never did press – and then asks me to ‘Press 1 if correct, press 2 if incorrect.’ 
 
I give the honest answer by pressing 2. It repeats the directive to punch in the BP number, with all the preceding 1s lined up tall and willowy in the window to the left of my correctly punched in BP number. No, the gods at the other end are not appeased. 
 
Once again, I doggedly punch in my BP number. ‘Sorry, this is an invalid BP number’ says the nameless voice.  After many attempts lasting a good part of an hour, I finally succeed in being blessed with a voice that says, in Hindi (making me wonder if I had pressed 2 by mistake instead of 1), what I wanted. 
 
Never mind, one must respect the national language too, I reason, and try to recall what my problem was in the first place. I manage to state it and ask whether a man would be sent to do the job. And surprise! The voice asks me for my BP number!
 
Well, I stop myself from asking what happened to all my attempts at punching in the number, and, if I punch, then why should I have to say it and, if I say it, why do I need to punch it, and many other related academic queries.
 
I realise suddenly that the man said NO! No man would be sent, without due ceremonies.
 
Apparently one is not entitled to get a serviceman so easily. One must have patience. The voice told me I would receive an SMS, which would give me further instructions. And, yes, it would take about five or six days for the man to reach my doorstep. 
 
Now, after two days, there is no SMS, nor do I have any evidence of my telephonic conversation actually having taken place. 
 
I have, once again, taken recourse to the email route and filed two complaints. And am staring at the automated response, that promises me, with stubbornly innocent amnesia, once again, a docket number!
 
Jai ho!
 
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    COMMENTS

    gehani.mukesh

    2 months ago

    I along with 80 owners of Millennium court building Oshiwara. Mumbai have applied for a new connection through the builder Micro ankur developers. Since last six months there is no response from this company.
    THIS HAPPENS WHEN THERE IS A MONOPOLY

    tillan2k

    2 months ago

    Electricity companies are no bette. only instrucing dial 1 for english10 for Malayalam and insist service number and if u hav no service at thetime of inquiry u will never get to human under any condition

    alok.ambrosia

    2 months ago

    The contractors, sub-contractors and field personnel assigned with the task of providing service to the miserable customers of Mahanagar Gas are riddled with corruption. Whenever they come to your house for service related issues, they are BOUND TO OVER CHARGE YOU FOR EVEN TRIVIAL ISSUES SUCH AS REPLACEMENT OF GAS KNOBS, PIPE, VALVE ETC. THIS IS LIKE A CHRONIC DISEASE WHICH THE COMPANY SEEMS UNABLE TO STOP OR EVEN INVESTIGATE !

    Yes, the British looted our country, but that was nothing compared to what goes on nowadays. Because now, even our govt-owned companies loot our own countrymen !!!

    bajaj3

    2 months ago

    Our building is about to get a gas connection. The pipes are being fitted and our complex consists of 5 towers, at Malad west. Lets hope everything goes smoothly

    REPLY

    tillan2k

    In Reply to bajaj3 2 months ago

    asses the damage to ur building and path ways of ur society and street boxes are put in safe locations

    CV Easwar

    2 months ago

    Yes MGL does not have an escalation matrix for complaints. It is over 15 months since I sold my flat and they are still following for current payments to me despite my writing specific mails with contact details of the buyer and informing their customer care over phone. I had to spam their mail finally.

    Nahom

    2 months ago

    Indians are well known in the World for their lackadaisical attitude to work. No use complaining, they have power over you. Since the consumers are not United, you have to endure what you can't cure.

    arorasid2711

    2 months ago

    It is same for all, I got two SMS for immediate payment (saying payment overdue) even before my first bill was generated... filed a compliant and then another complaint to get a response on first compliant after 35 days, its been another 25 days and I am still waiting to hear on any of the compliant...

    jagdish.gujar

    2 months ago

    MNGL is pathetic.

    In my society, Yash Sankul, Pimpale Saudagar, Pune, they have laid the pipe line upto each of the 180 flats, but not fixed the meters.

    The reason? People who paid the deposit did not get the connection for months. Now others are sceptical if they will face the same. So people are ready to pay instantly upon being provided a connection, but not in advance.

    MNGL guys are not ready for this. Nobody seems to have the authority to take a decision. There is no escalation matrix on the website!!

    Hence, pathetic.

    veereshmalik

    2 months ago

    Consider filing a simple Public Grievance online at the PGPortal please.

    howardroark19

    2 months ago

    Try twitter. It helps.

    REPLY

    arorasid2711

    In Reply to howardroark19 2 months ago

    Nope, I made complaints thrice and always got a reply somebody will get in touch, but waiting for 2 months for somebody to get in touch...

    drlgbadrakia

    2 months ago

    This always happens in customer care no of mobile phone, bank, government services,
    certain private school, electricity, stock brokers etc., They teach us to keep calm and
    suffer from many jargon s. Why they don"t have an emergency number to answer
    within minutes..?

    drbheda

    2 months ago

    Under the pretext of epidemic the service has gone from bad to worse. If they can get a person to record meter readings then definitely other tasks can be done.
    Even for a Email reply they say due to covid...

    REPLY

    jagdish.gujar

    In Reply to drbheda 2 months ago

    Correct!! Covid is an excuse for all services.

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