Gas Companies are now the lowest of the low

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networkn

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#252989 20-Jul-2019 13:24

After a period of sustained illness of our family, we realized that our 45kg Gas bottles had switched over without us noticing and we would need gas reasonably soon.

We contacted our normal supplier Elgas who said they would deliver within 5 days. We got a call confirming delivery. On the day no delivery! I called the call centre who said the automated system they use is inaccurate during periods of heavy demand and they would deliver 2 weeks from that day. This is our second time we have had a similar experience so I called the call centre and asked for an escalation. The manager was completely disinterested and told us to go and buy a 9kg bottle and use that instead. I insisted the timeframes were well outside the expected delivery times and he said he would sort it. A person left a phone number saying that after our complaint they had managed to significantly improve our delivery timeframe to only 10 days.

I phoned around and found alternative companies. Most said they would deliver on Friday, but Genesis said they would deliver Wednesday this week. I double-checked and they confirmed. The following day I got an email confirming Wednesday.

Wednesday came and toward the end of the day I called up to enquire what time it would be delivered. No we weren't on the Wednesday manifest and it would definitely be Friday. Friday morning I called to confirm, yes we were on the delivery schedule. 2pm comes and we get anxious and my wife calls in as she needs to go out. They say that if they arrive and she isn't there, they won't deliver and will reschedule. I come home from work to ensure someone is there at all times as we are now critically low on Gas.

5pm rolls around, and I call the call center. Don't panic they say, they deliver till 7pm, but due to high demand they also deliver saturday and we should get Gas tonight but if not, definitely Saturday.

It's now 1pm Saturday, no sign of anyone, and surprise surprise, no-one answering at Genesis.

A 9KG Gas bottle isn't a very good option, as it's going to cost $80 but more importantly, it needs to be raised quite high off the ground and we don't have anything to secure it up that high due to the fact the connectors are designed for the 45KG Bottle. I also don't want a Gas bottle just sitting around the house.

I am going to raise HELL on Monday, but how can companies get away with this? Gas is an essential service. Our cooking and hot water require it. I presume I don't have any specific recourse here?

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#2280268 20-Jul-2019 13:59

We used Rockgas at our last place and never had any issues, at least in Northland anyway.

They were awesome when we had a gas leak and got someone there the same day to fix it.
They also never missed a delivery even when I only booked for a replacement bottle late the afternoon before.

Opinions are my own and not the views of my employer.

Senecio

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#2280271 20-Jul-2019 14:09

My wife organises the gas in this house. I think she uses Rockgas also. Order through the app on her phone and next day delivery or at worst the following day. Never had a problem.

lNomNoml

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#2280273 20-Jul-2019 14:19

networkn:

I am going to raise HELL on Monday, but how can companies get away with this? Gas is an essential service. Our cooking and hot water require it. I presume I don't have any specific recourse here?

There must be a legal way to take it further if that is what you want to do, otherwise if I were in your positions I would talk with my wallet and use someone else.

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#2280274 20-Jul-2019 14:24

Never had a problem before getting a quick delivery with rockgas. Sounds like you need to switch provider. You could always say you are going to switch provider and see if they then come to the party.Also escalate to the companies head, as that often gets results.

Based on wha happened with that gas explosion, you want to be careful with gas

decibel

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#2280280 20-Jul-2019 14:37

We also have never had a problem with Rockgas; use an app on my phone and next day delivery.

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#2280283 20-Jul-2019 14:41

mattwnz:

Based on wha happened with that gas explosion, you want to be careful with gas

Like get a gas fitter to service your heater, and the next day your house gets blown into matchsticks.

I wonder why gas alarms aren't mandatory. I have one on our boat, it's extremely sensitive (I check it occasionally by wafting an unlit cigarette lighter in front of it - the alarm would wake the dead, and it automatically cuts 12v power to a solenoid). I suspect they have a finite life, the detector component inside the unit has a heater element that I guess probably eventually fails, it was reasonably expensive, and you'd probably need several or them in a house with gas water/heating/cooking appliances.

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networkn

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#2280288 20-Jul-2019 15:10

Well, to some degree the crisis has been averted as we have had our gas delivered just this minute.

The guy crashed his truck yesterday and had to get a new truck, but said the issue was with head office as he delivered gas 9 doors down yesterday but they mistakenly put 1 bottle on the order. He always prioritizes 2 bottle orders as he knows those ones are nearly out of gas and would have delivered to us for sure if they had specified a second bottle correctly.

I am still seriously unhappy with this whole thing and I will be approaching management and having a conversation. I am going to ask them for some compensation as they told us someone had to be home all day yesterday so I missed about 4 hours of work and still didn't get gas delivered yesterday.

Bung

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#2280336 20-Jul-2019 16:03

networkn:
After a period of sustained illness of our family, we realized that our 45kg Gas bottles had switched over without us noticing and we would need gas reasonably soon.

We contacted our normal supplier Elgas who said they would deliver within 5 days. We got a call confirming delivery. On the day no delivery! I called the call centre who said the automated system they use is inaccurate during periods of heavy demand and they would deliver 2 weeks from that day.

Is the automated system the Elgas txt reminder to check bottles based on past usage? Inaccurate doesn't describe being 1 whole bottle late .

pinkydot

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#2280342 20-Jul-2019 16:32

Use Rockgas, I ordered one 45kg on 30th June, noticed 1st July till 5th July didn't delivered at all. Give them a call on 5th July noon just to make sure they get the order.

They checked the system, it did record and the person said it will be delivered on 9th July and he said this time of year during winter it's high demand, so the whole week for my order push back since others order in front me has to be deliver first.

So I ask for my area delivery schedule, he said my area is Tuesday & Thursday. They delivered a full bottle on the 9th morning and my other bottle empty on 9th evening, that was close.

chevrolux

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#2280346 20-Jul-2019 16:38

We used Elgas initially. They were absolutely terrible. We have a gate and a dog, so all we ask is if they could five us a call 15-30 minute before they would deliver as we can easily get home.

They couldnt manage making a phone call, but could manage to inform head office that there was a locked gate.... no sh1t!!! This happened twice. The third time, we said dont bother.

Rang Genesis, and had gas delivered the next day. The driver rings 10 minutes before he gets to our place which is perfect to shoot across town to open the gate and tie up.the dog.

Edit: just to elaborate on deliveries. They deliver on Monday, Wednesday or Thursday. And you simply get it delivered on whatever the following delivery day is after ordering.

networkn

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#2280350 20-Jul-2019 16:48

Sorry, I probably wasn't clear enough. After being told 10 days from El Gas, we signed up with Genesis. El Gas is entirely manual.

Genesis apparently has an appliance that will monitor your gas and update your phone so you can 1 click order. Having said that, the driver today told me it was $7 a month. I am going to see if they will give us that for a year free of charge for the mucking around we got as a new customer.

It is mental to me, that you should ever wait 5 days, even in the middle of winter, for Gas to be delivered in a metropolitan area. When I called to kick El Gas to the curb, they seem relieved. I think they are trying to shed customers as they seem constantly under pressure.

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Geektastic

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#2280470 20-Jul-2019 21:34

We have two 9kg LPG bottles as the only gas appliance we have is the cook top.

It's totally manual. I just keep a couple of full spares so that if I forget to look I can still replace the bottles if they run out. Cost about $35 to swap for full ones.

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#2280582 21-Jul-2019 09:32

I had found the service from Elgas to be quite good, used to get discount vouchers for the fuel and the deliveries were on time.

But then they hiked the price 5 times within 9 months totalling about a 34% increase.

tdgeek

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#2280603 21-Jul-2019 10:32

Geektastic:

We have two 9kg LPG bottles as the only gas appliance we have is the cook top.

It's totally manual. I just keep a couple of full spares so that if I forget to look I can still replace the bottles if they run out. Cost about $35 to swap for full ones.

Same scenario here we have one 45kg and just use the cooktop for that. Cant have two as too close to windows to have two, so we are manual. I have a temp sticker that is on it, and when it runs out I pop a 9kg on a wheelie bin, secure it with a couple of bungie cords. Genesis, ChCh, deliver 2 days a week, super reliable.

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#2281316 22-Jul-2019 13:23

We are in the process of changing from El Gas to Kiwi Gas (Local company here in CHCH) after some recommendations from others. I too find El Gas to be hit and miss with deliveries and when going to re-order the latest bottle and finding the price had incresed from $112 to $129.95 with no notification or seeming justifcation. That was the final straw.

The whole gas market to me seems to not be functioning properly, its incredibly hard to compare different providers on things like delivery timelines, cost, customer service etc.

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