Shell is putting its bad gas problem behind it with a plan to launch appreciation days to win back customers whose vehicles suffered performance problems from the import of unsuitable product last month. Meantime, customers who incurred costs after filling up at Shell have until the end of the month to file claims against the company.

The problem with Shell's gas originated after the company's normal supply source began experiencing problems in its refining processes and was temporarily unable to produce the high octane gasoline required for the Bermuda market.

Technical experts identified an "alternative reputable source from the United Kingdom" and on September 6 the company introduced 30 barrels of that alternative to Bermuda. On the morning of September 27, the company discovered that despite receiving a clean Certificate of Quality, the vapour pressure of the product was "not ideal" for Bermuda.

David Rose, Shell's Oil products manager, said: "Although the vapour pressure was within specification tolerances for the grade of gasoline normally imported into Bermuda a number of vehicles experienced performance related problems when using it. The same product will perform well in different markets. Our technical advisors have since raised the minimum requirement in the specification for the Bermuda market."

The alternative gas however caused difficulties for many customs who filled up their tanks at Shell during the period. The most common symptoms of the gas were a "cold" start, stalling and pinging. Mr. Rose says, however, that is was only performance related with no resultant damage to the engines.

While many customers simply put up with their vehicles acting funny, others incurred bills at local garages before Shell became aware of the problem and was able to notify the public. The Royal Gazette called garages around the Island and found out that while some mechanics had seen no complaints others had as many as a dozen clients who brought their vehicles in for repair. Diagnostic equipment would not detect gas as the problem so in some cases cars received tune-ups and replacement parts in a bid to improve their unexplainable performance problems.

Shell has dealt with the issue in two ways. At its service stations, they immediately blended new gas with the gas already in station tanks at a dosage which eliminated the performance problem.

The company has also been advertised the problem in the newspaper and has offered to compensate those customers who forward claims to Argus Insurance Company.

To date, the appointed assessor has only received 22 claims, but customers have until October 30 to file full and supportive documentation about their vehicle and claim.

Mr. Rose said that all that is needed for customers to file a claims an invoice for garage costs related to the use of the gasoline.

"We will reimburse repairs and other reasonable costs," he said adding that a receipt for the offending gasoline is not necessary. "Customers do not have to prove they bought gas from a Shell outlet only that they suffered symptoms," he said.

Mr. Rose says that the quality of the product sold at all of Shell's service stations on the Island is back to "our normal high standard".

If any customers are still having problems with their vehicle engines, he says that refilling car tanks with the new gas will eliminate the performance problems.

As for regaining customer trust, Mr. Rose said: "We hope that, due to the manner in which we responded, we will not have lost any loyal customers. An announcement regarding customer appreciation days will be made in the near future."