BBQ gas bottle used to heat home in winter
Photo:
123rf
Ruth Olliver ordered a 45 kilogram bottle from ELGAS on 10 July, but was still waiting on delivery more than two weeks later.
"I've had to hook-up - or my husband has not me because I wouldn't know what I'm doing - just hook-up the little wee BBQ bottle.
"But, you know, when I say to them 'I've go no gas' they say 'oh well we can't do anything for you'."
The Ōpunake resident had been using gas for heating, hot water and cooking for the past 18 years.
"The heater takes quite a bit at this time of year. I go through one a fortnight, a 45kg bottle a fortnight, so I was sort of running out."
ELGAS said deliveries to Taranaki had been impacted by illness and recent severe weather.
It warned customers not to interfere with the gas cylinders themselves.
"We strongly encourage customers to avoid handling 45kg home gas cylinders themselves.
"This is best left to our people who are trained in safely connecting and disconnecting these bottles and conduct leak checks when exchanging cylinders."
Olliver was not the only ELGAS customer having delivery issues with several commenting on social media.
"Yes, it took three and half weeks to get one swapped. Poor service and no follow-up," said one person.
Another was in the same boat.
"Agreed. I've been waiting three weeks now. Just about need my other one swapped! Useless."
One customer had waited almost a month.
"Ordered on 30th June... three phone calls [later] finally delivered 24th July."
Olliver said communication with ELGAS had been difficult.
"Just no response every time I ring they're just like 'we'll send an urgent message' but I've got no reply, no communication back. Nothing."
ELGAS eventually offered to supply her an emergency bottle.
"They did say to me we can get another bottle and get an urgent truck down to you, but it will cost you $250 for the truck and I said, 'well I'm not paying it'."
Olliver's gas usually cost about $150 per cylinder, including delivery.
An emergency delivery had also been offered to one of the social media commentators - at a cost.
"Waited 21 days then was told I would have to pay emergency fee to get it that day... So I emailed an official complaint... It came that day.
"They told me it would cost $250 for emergency fee. I refused."
ELGAS said it appreciated its customers' patience as the company worked through these challenges.
"We are proactively shifting resources to meet local demand and expect service to return to normal shortly."
Olliver had in the meantime swapped to another provider who had delivered fresh gas cylinders on the same day.
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