Hitachi Home & Life Solutions India [HHLI]

[Resolved] Hitachi — Hitachi Authorized Service Center spoilt my AC by callous mishandling

Devesh Jagatram

from Delhi, Delhi

Address:

Ghaziabad, Uttar Pradesh

Hi, I am an owner of Hitachi Home Air Conditioners and a very loyal customer. I used to trust Hitachi as a brand blindly until my recent extremely pathetic experience with Hitachi. I had called up Hitachi Dial-a-Care to get one of my Hitachi Window AC with model number RAV019EKD serviced during the onset of summers. My request was served by Mr. Aasim from Big Superior Aircon, Vasundhara, Ghaziabad on 25/04/2014 against call number [protected]. During the process of servicing, due to his improper handling, he dropped the machine unit and damaged it. But instead of acknowledging the damage, he insisted that everything is fine and kept the AC powered on resulting in further damage. When we realized that it was not working properly, we again complained and he visited on 27/04/2014 acknowledging that there is some problem with its motor and PCP and took the unit to service centre for checking the same. After much following up, they came back with the unit on 02/05/2014 but we found that the problems persisted even after 1 week of them keeping it at their workshop. So the unit had to be taken back for investigation. After further suffering for more than 10 days and following up with them, we got the AC unit back and the engineer fixed it finally on 12/05/2014. But soon we realized that the AC was still not in proper condition as the fan motor was working only on step3 speed and not in lower speeds. We complained this back to them and also to the feedback calls from Hitachi. But I am sorry to say that till date I have not received any response from Hitachi showing any intent of repairing the AC. As a result of the damages, finally the AC has completely stopped working again and I have been suffering all this summer for being a Hitachi customer. I am surprised towards the callous attitude of not just the engineers but the entire company towards its existing customers. A big and reputed company like Hitachi, on receiving the complaint over feedback call, should have taken immediate and prompt action against its engineers for mishandling and damaging the unit and making the customer suffer, and also should have taken prompt action to get the AC fixed in proper condition instead leaving the customer to deal with the issue and suffer. With this bitter experience, all my trust on Hitachi has shattered and never again in my whole life will I buy or recommend Hitachi products to anyone. The least Hitachi can do right now is to take strict measures to get the AC fixed and act against their authorized service centre. With this letter, I expect the company to immediately fix its reputation by setting things straight otherwise I will be forced to take the matters to the notice of both digital as well as print media seeking their help in getting me compensated for all the sufferings and also pay back to the country as a responsible citizen warning them to keep away from companies like Hitachi with extremely pathetic and shocking customer support. Thanks, Umesh Kumar 908 Shipra Apartment Kaushambi, Ghaziabad Ph. [protected]

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Aug 14, 2020

Complaint marked as Resolved

Hitachi Home & Life Solutions India [HHLI] customer support has been notified about the posted complaint.

Jul 02, 2014

Updated by Devesh Jagatram Dear Team Hitachi,

As a followup to your email reply dated 22-June, I had an engineer visiting my premise on Monday (23-June) followed by another engineer on Tuesday (24-June). But by that time, already tired of Hitachi's customer support and appalled by the service quality, I had called up a local engineer who acknowledged that the motor had been damaged and needs repair and had taken the same for repair.

I am left to wonder as to who should take responsibility for the damage imparted to the machine due to Hitachi's service center mechanic's mishandling of the unit. Due to the mishandling, damages and zero response to fix the same, for the first time in last several years I had to call a local mechanic to fix the machine after suffering for almost entire summers. Hitachi should not only remunerate me for the cost of repairs but also replace the motor immediately so as to ensure that the customer grievances are resolved with no foreseen future issues due to a locally repaired motor when the company could have acted promptly and fixed it at their end.

In addition, to my another surprise, I was informed by the local mechanic and also reconfirmed from the visiting engineers on 23-Jun and 24-Jun, the cooling coil on the machine is of local make and not company original. Please note that as per the service request no [protected], the cooling coil had problems and I had to get the same replaced from Hitachi's authorized service center on 17/03/2013 by making full payment of original Hitachi cooling coil. I am utterly shocked on finding out that not only the service center installed a local cooling coil instead of an original cooling coil, but they also kept me in dark by never informing me about the same and charging full amount of an original cooling coil.

Both the above issues were acknowledged by your service engineers and they assured me to discuss the same and get back. But to my dismay, till date there has been no further communication from Hitachi to resolve the issues. It looks like Hitachi doesn't care about their old and trustworthy customers and is intentionally delaying the matter hoping that the customer will suffer for few days and find an alternative at his own cost so that the company doesn't need to take any responsibility.

Is this how a consumer has to suffer and cheated for being a Hitachi customer? I am not just surprised but all my trust in Hitachi is getting shattered every single day as the pathetic customer support and service &amp; care is being revealed. I am surprised how did the machine survive so many years with such quality of work. If the authorized service centers cheat Hitachi customers, who can a customer trust and who will take responsibility for customer satisfaction?

I expect Hitachi to take this matter on top priority and not only replace the unit's motor and cooling coil immediately, but also remunerate the cost of getting the motor fixed locally.

I only hope someone at Hitachi is heeding attention to consumer issues and work towards closure of the same on priority so as to regain its trust amongst consumers.

Thanks,
Umesh Kumar
908 Shipra Apartment
Kaushambi, Ghaziabad
Ph. [protected]

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Comments

Devesh Jagatram

from Delhi, Delhi

Dear Team Hitachi,

As a followup to your email reply dated 22-June, I had an engineer visiting my premise on Monday (23-June) followed by another engineer on Tuesday (24-June). But by that time, already tired of Hitachi's customer support and appalled by the service quality, I had called up a local engineer who acknowledged that the motor had been damaged and needs repair and had taken the same for repair.

I am left to wonder as to who should take responsibility for the damage imparted to the machine due to Hitachi's service center mechanic's mishandling of the unit. Due to the mishandling, damages and zero response to fix the same, for the first time in last several years I had to call a local mechanic to fix the machine after suffering for almost entire summers. Hitachi should not only remunerate me for the cost of repairs but also replace the motor immediately so as to ensure that the customer grievances are resolved with no foreseen future issues due to a locally repaired motor when the company could have acted promptly and fixed it at their end.

In addition, to my another surprise, I was informed by the local mechanic and also reconfirmed from the visiting engineers on 23-Jun and 24-Jun, the cooling coil on the machine is of local make and not company original. Please note that as per the service request no [protected], the cooling coil had problems and I had to get the same replaced from Hitachi's authorized service center on 17/03/2013 by making full payment of original Hitachi cooling coil. I am utterly shocked on finding out that not only the service center installed a local cooling coil instead of an original cooling coil, but they also kept me in dark by never informing me about the same and charging full amount of an original cooling coil.

Both the above issues were acknowledged by your service engineers and they assured me to discuss the same and get back. But to my dismay, till date there has been no further communication from Hitachi to resolve the issues. It looks like Hitachi doesn't care about their old and trustworthy customers and is intentionally delaying the matter hoping that the customer will suffer for few days and find an alternative at his own cost so that the company doesn't need to take any responsibility.

Is this how a consumer has to suffer and cheated for being a Hitachi customer? I am not just surprised but all my trust in Hitachi is getting shattered every single day as the pathetic customer support and service & care is being revealed. I am surprised how did the machine survive so many years with such quality of work. If the authorized service centers cheat Hitachi customers, who can a customer trust and who will take responsibility for customer satisfaction?

I expect Hitachi to take this matter on top priority and not only replace the unit's motor and cooling coil immediately, but also remunerate the cost of getting the motor fixed locally.

I only hope someone at Hitachi is heeding attention to consumer issues and work towards closure of the same on priority so as to regain its trust amongst consumers.

Thanks,
Umesh Kumar
908 Shipra Apartment
Kaushambi, Ghaziabad
Ph. [protected]