How to kill your CX !!! Nightmare at an Indian Oil petrol pump – Looted in my own country

As an Indian, I have always believed in the governing laws of the country under which my rights are protected.

I am sharing this incident not only because this has happened to me and I want the world to know it is also because I have learnt an important lesson as a CX student that no matter how good or innovative marketing strategy is, if you don’t implement it, this is bound to generate a very negative customer experience.

My name is Deepak Kashyap. I am an entrepreneur and have always believed in using honesty and integrity as the best tool to build a successful business. I expect other businesses also following the same. But, I got a big time shock to this when I did a very innocent activity of getting fuel filled for my vehicle as a normal Indian with a vehicle will do.

My view point has also completely changed about sanctity of the laws and the intention of law makers to implement them.

The core value of Indian Oil at least as per their website says “Care, Innovation, Passion and Trust,” which is exactly the opposite of what has happened to me.

 It may sound harsh but I feel completely robbed by IOC authorities and other law implementers.

Background:

I was coming from an event from Aerocity ( Delhi) on 6th April evening and was heading to my home which is in Ghaziabad. I realized that my car was low on fuel. I drove approx. 25 km and saw a petrol pump at NH-24, Ghazipur, Taneja Service station. I decided to get the fuel filled from this petrol pump. I have a habit of getting my tank fully filled almost every time. I did the same and instructed the gentleman at the pump to do so. Then the unexpected happened.

Mishap

The guy filled 68.23 litres of diesel…..This was a complete shocker for me. I drive a Renault Duster ( Diesel variant) which has a fuel capacity of 50 litres. This is what Renault also claims. Imagine filling 68.23 litres of diesel in a 50 litres capacity fuel tank ???? I went into a state of shock and asked this gentleman that how is this possible and then came out the interesting responses:

I : How can you fill 68.23 litres of diesel into a tank with a capacity of 50 litres?

Attendant: I don’t know but look at the meter , it says so.

I: Please call your manager. (The manager comes out and seems to be drunk. Please note the time is just 7:30PM).

I : how is this possible that you guys filled 68.23 litres of diesel in a tank which has a capacity of 50 litres.

Manager: How do I know but you need to pay the bill.

The owner also comes out, he too seems to be drunk and asks me to come to his cabin to sort this out. I smelled something very fishy as it seemed more like a veiled threat and did not feel safe at all in going to his cabin. I paid the amount for 68.23 liters of Diesel and headed to home with a lot of uneasiness and above all with a lot of pain in knowing that this has happened to me in my own country and that too in the capital of the country.

The video is attached for the conversation that happened. And I am also sharing the bill that I received and the payment receipt of the transaction. 

Few clarification and actions that is immediately required:

From Indian Oil authorities:

1.      How is your filling station doing is in broad daylight. Do they know any magic to accommodate 68.23 litres in a 50 ltr. capacity fuel tank or cheating customers is running in their business veins. No checks on them ?

2.      I am sure there would have been a lot of complaints against them and would have gone to deaf years. Why are you doing this?

3.      IOC needs to take an immediate action and shut this petrol pump and initiate criminal proceedings against them so that no more customers are taken for such a ride.

4.      If this is investigated diligently, you might realize that some of your organization members could also be involved in this heinous crime. Else, how come such petrol pumps are still being run.

From Ministry of Petroleum and Natural Gas:

1.      Are you willing to set an example for good especially at a time when we talk about “Make in India” and here One of your countrymen has been “looted ” by one of the Indian companies itself. If this is the state of affairs, then How are the foreign investors going to trust us with their money?

2.      What laws are there to protect us from such plunderers?

From Delhi Government:

1.      What are the check and balances available to ensure a fair practice among such erring petrol pumps ?

2.      What actions will you take in such a scenario to keep the rights of a citizen sacrosanct ?

3.      Does the Government even believe in the true spirit of customer experience?

From Renault team:

1.      Need an immediate answer if you guys are lying about the specifications of your vehicles. Else, it is absolutely not possible to fill 68.23 liters of diesel in a 50 liter capacity fuel tank.

I am also attaching the bill, the statement of amount I paid for everybody’s perusal. I also have a small clip where the conversation with petrol pump guys is happening.

To sum it up, when the business houses design values and ethics on how it should operate, then it should also deliver. The result is an absolutely poor customer experience and creates a trust deficit among the people.

  The governments set up laws to protect customer’s interests and setting up Customer centric aspirations but such an incident comes out as a complete opposite to the vision. My take is that either create rules which can meet the aspirations and expectations of customers or don’t create rules which cannot be enforced and end up in disappointing citizens. This is absolutely poor Customer experience.

We need to take the strongest of action against such people who are doing business by cheating people and also destroying the faith of people in the laws which protects consumer interests.

I implore the concerned authorities to immediately get into action with some concrete evidences of action taken for the world to know how citizen centric our governing authorities are.

PS: I got the tank filled again from another petrol pump on 20th April 2019 at Vaishali Petrol pump and this time , it came out to be 50.16 liters, which is what it should be. You have just won a customer for lifetime. Kudos.

#IOC #IndianOilCorporation #MOPG #FCA #DelhiGovernment #MinistryOfConsumerAffairs #IndianOil #Renault #RenaultDuster #CX