Hitachi Home & Life Solutions India [Hhli] — Poor handling of my refrigerator case

Address:

Japan

My HITACHI REFRIGERATOR bought on in oct 2016 had some issues on 16tg July 2023. I googled to call Hitachi technical team.I dialled the first number that popped up when i typed Hitachi service near me. The person on other sides assured me of getting my fridge fixed and in hours time a technician visited me. He told us that fridge has some cooling issue and gas leakage and change of filter is required. for this, he quoted 5k. When we tried saying this is too much, we will enquire from someone if this is correct pricing, the fellow said, i[censored] get it done by someone else, the warranty on the product will expire, so better get it done by us His words made us believe that he is from team Hitachi. From there on our nightmare begins, every second day the fridge would have issues n after multiple fixing by the guy, he finally came up to say, we can't fix it n we are Hitachi dealers and u need to call Hitachi people . It's then we realised we have been duped. After somehow contacting Hitachi people, they came, clicked pics n videos, only to reveal that some parts were damaged n changes or removed by the previous technician hence company doesn't hold the warranty now. They mailed me a whopping bill of over 40k. I pleaded them this isn't my fault n that they should consider my case as I invested a big amount in their brand just bcoz of their big name. They offered me a discount by saying compressor will be free but I need to pay 18k . To which I had again requested my financial problems. Since then, they had stopped replying to my calls n my mails just go empty. i escalated to level 3 but nothing is being done. I, an ordinary person with limited digital knowledge tried contacting them on Instagram but only false assurance was made. After again connecting to them, they said, a senior technician would visit ...on calling again n again, i was told ur case is in system, u accept the proposal on that mail, then we will proceed. But nothing is happening on my mails . After again some brain racking, i happen to contact them through WhatsApp, i got to know my complaint n request stands CANCELLED. why and how ..God knows... i understand company 's policy that if some other party does something on product, the warranty expires. But my question to company is how a very ordinary person, who is not too much technical or digitally advanced would get to know who is real or fake. After all this almost 2months emotional stress, my fridge still stands unattended n case unsolved. I don't know whom to blame, the company, the Google search engine, the people who control this whole thing where anyone can put their name n number under any brand company name or myself to invest in such a big name by making a hole in my pocket thinking i am allowed to buy good stuff like Hitachi refrigerator. after repeated efforts n after asking so many people, have not received any satisfactory response till now. Really disappointed with the entire system