[Resolved]  Hitachi — Sub-Standard Hitachi Ace Split A. C. 2 Tons

July 4, 2008

To,
M/s Hitachi Home & Life Solutions India Ltd
Abhijeet, 9th Floor, Mithakhali Six Roads,
Ahmedabad-380006, Gujarat
Tel:[protected]
Fax:[protected]

Kind Attn: - Shinichi Lizuka (M. D.)

Sub: - Sub-Standard Hitachi Ace Split A. C. 2 Tons

Dear Sir,

This is in reference to a Hitachi Ace Split A. C. 2 Tons bought by me on April 14th 2008.

The Machine Model No. RAU024HOD Machine Sr. No SE081C03073 & Remo Com Sr No. RFL08A10542.

I would like to take a little of your busy time tell you my total experience with Hitachi India. I would also appreciate it you read it full as I spent lot of time writing & experiencing what I am about to write.

RELATIONSHIP WITH HITACHI INDIA

I have bought my Two AC of Hitachi Make Thorough M/s City Electronics in year 2003 when Hitachi had newly launched the Logicool µ Series AC.

The AC’s are still working in my home except for Noise Level has increased as years have passed I do not have much of complaint except for after sales service support which is pathetic.

CURRENT SITUATION

I recently had a need for a Two Ton Split AC again for my house although in the intervening years I bought lot of AC for my Office and Home from Electrolux, LG, Samsung.

The machine was bought by me from M/s City Electronics, Shop No. 17, First Floor, MGF The Plaza, M.G. Road, Gurgaon on 100% Cash Payment.

From the day of installation there were problems.


The personal who came to fit the AC were working in Samsung service center and were on leave that day and making some extra money on the side by doing installation. He did not even bother remove the wooden block placed under the compressor at the time of fitment claiming it is better as it will reduce noise.(Read the operation and installation manual). This block was removed by me personally.

The first complaint was lodged on the day one itself when as soon as the AC was switched on we found that it making noise like old rattling diesel Engine the outdoor unit can be heard all the way in the front of the house even when it was installed at the back of the house.

We had immediately informed the dealer and asked to replace the AC he assured us it was a minor problem and fixed. We agreed as we have known him for many years. His mechanic came and did something the noise went down but was not completely eliminated.

Now the situation is this that the AC has stopped cooling on June 08, 2008 so I lodged the complaint with Dealer who said his personal will come and look. The personal came after three days of lodging the complaint and checked the AC.

He stated that the Copper pipe above the compressor is cracked I immediately called the dealer and asked to replace the unit as this is second major complaint in as many months.

He said he will send another person in evening to confirm the fault.

The second person that turned up was from M/s Budget Vision, 107 Vashisht Complex,
Sikender Pur MG Road, Gurgaon.

He started by asking for soap water so that he check pipelines. I told him that pervious person has said Copper pipe above the compressor is cracked so he should open the unit to confirm the same. On hearing this he claimed that he does not have screw driver for the same (Which was a Lie). Fortunately we have suitable tools in our home so I provided him with tools. He just opened the electric connection plate and looked inside with light from mobile and confirmed what I just told him. I asked him to remove the AC and take it with him so that it can be replaced but it turned he was yet another roadside mechanic on contract with M/s Budget Vision. He did not have the Authority nor was his boss told him about removing the AC so he went away. (A big applause for Dealer management & training programs is needed here)

Next again after much agitated talks with M/s City Electronics & M/s Budget Vision yet another person turned up. He said he is here to inspect the AC. I told him it is already inspected by four People in last two days and he should just remove it and replace it.

He told he is from M/s Budget Vision & the AC was purchased by M/s City Electronics from them for further supply to me. That we should talk with M/s City Electronics for this matter.

Now it is over one month and we are without AC and nobody neither M/s Budget Vision or M/s City Electronics are coming forward with a proper response instead choosing to lay responsibility on each other.

Since when has a Japanese company starting to act like a Chinese.

I have paid a premium of nearly 40% over other brands for your AC. The price for your AC are 30 to 40% higher than other brands does this means do you consider Hitachi a premium Brand if yes than surely you do not provide servicing meriting this premium.

I searched the internet and read in newspaper it seems recently lot of Split AC are having a high failure rate in regard to same Issue i.e. leakage of Gas. Does this mean that you have faulty batch of Components if so then why issue a general product recall and have it fixed in one go as is the norm or other hand is this start of the end that QC has gone so low that you will supply anything.

I have been forced send the summers in hot all thanks to you people. I could have done easily without spending the extra 45K.

What is that we can do to improve the situation and get my AC Replaced. Perhaps I can visit your plant and personally airlift the a New AC to Gurgaon. Maybe if you can be specs and drawings of the AC I can fabricate it my self and believe me I can.

I will look forward to hearing your solution soon.

I don't expect much in form of response from your side. But still this letter might help you understand why after so many years Other Brands are selling more and giving a better performance despite yours is positioned as premium.

Regards,

Bhavesh Kumar
Mobile: - [protected]
Email: - [protected]@hotmail.com

PS: - I recently bought a Big Bazaar Brand Kroyo 1.5 Ton AC for my office and to my surprise it is whisper quiet and even the outdoor unit has no noise, the service level from them was much better than the one expect.