[Resolved]  Hitachi — Complaint against Hitachi after sales service and Air Conditioner as well

Address:

Mumbai City, Maharashtra

Dear Sir, I had purchased SPLIT AC - 1.5 TR CLASS HITACHI ACE CUT OUT in May 2011. I also purchased AMC for its maintenance every year. However, I had to make repeated calls to the service centre in order to get the maintenance done. I registered for complaint regarding water dripping from the AC on 2nd June 2014. I was given the following complaint number: #[protected]. On 4th June when the service personnel arrived, they informed me nothing was wrong with the AC and I was imagining the whole thing. They put 11/2 litre of water through the A/C and since none of it leaked out, they assumed nothing was wrong. After one month, when the same problem reoccurred, I had to make another complaint on 4th July 2014. I was given another complaint number: #[protected]. In June it was only leaking from one place, now it was leaking from five places. The service personnel came and cleaned the Ac when they arrived on 7th July 2014. They informed me they will send a couple of technicians in a couple of days. The technicians arrived on 10th July 2014. They examined the entire unit and decided that the AC along with the outer unit needs to be taken to the warehouse for further examination. They also informed me that if any of the parts need to be replaced, I will have to pay for the same and that I will be informed about it. They also told me that the one of the screws of the outre unit had busted and I would have to pay Rs.100 for it when they returned with the unit in 3 days. They asked me to pay the transport charges of Rs.750 for taking the AC to the warehouse. Since I did not have change with me I told them the amount will be given to them once they return the AC. They agreed and took the AC along with the outer unit and return in 3 days. They took my signature on a form but did not provide any receipt for taking the unit since I did not pay transportation charges. when I called customer service(#[protected]) on 14th July 2014, I was provided with the Goregaon Warehouse number (#[protected]). I called the warehouse in Goregaon and asked them when the AC will be returned. They informed me they will bring the next day if they finished the work or latest by Wednesday the 16th. When I called then on 15th July 2014, I was told, they will come the next day, and they will will call before coming. I called again on the 16th in the afternoon at 11:18 am, nobody picked up the phone. I called again at 11:28am, still with same results. At 12pm when I called, I was informed that the relevant person was doing Namaz and I would get a call back. However, since I did not get any call back I called again at 1:24pm, I was told that the relevant person was still in Namaz, and I would get a call back. I called back again at 3:10 pm and asked to speak to the relevant person, I was told I was kept on hold for 5 mins and then informed I will get a call back. I received a call back at 3:21pm, where I was informed that they would not be delivery the AC, since they had still not finished the work and it would be delivered on the 18th. At this point of time, I was really angry and I asked them why they have to keep the AC for so long Since I was very upset I asked them to somehow try to deliver it the same day (16th July 2014). They told me they will deliver it in 30 mins time after having a 23 mins conversation. At 4pm, I was called and informed by them that the coil in the Ac had to be replaced and it would cost Rs.6145 since it is not covered under the AMC (I had taken AMC for Rs.3500 on 8th March 2014- valid for a year. I also had AMC taken for the previous year for the same amount). I told them I will let them know. They told me they cannot return the AC on 16th July 2014. They called me back in 10 mins and I told them I do not want the AC repaired and they should return it as it is, since I do not want to spend anymore on it, than I already have. I asked them why they did not inform me earlier, but they had no answer for it. I received a call from Rahul the manager in the warehouse and I informed him I am not happy with this service. I also spoke to Mr. Gurudas (the regional Manager of Hitachi Malad Area), but in vain. They were extremely unhelpful and refused to acknowledge the poor service provided. I am extremely dissatisfied with this service and I would like the current year's AMC refunded back to me since the service has been extremely dis satisfactory. The AC has just completed 3 years and has already not lived up to its potential along with the poor service.Please do the needful and oblige. Thanking you, Yours faithfully, C Fernandes [protected]