Hitachi — Service issues

Address:

Kolkata, West Bengal

Sir,

Greetings of the day !!


This is to address you a giant lapse of service I have faced recently from your company’s end.

First let me introduce myself, I am Bhaskar Bhattacharjee from Kolkata, purchased a Hitachi split A/C !.5 (ton, 5 star) almost a year & a half back.

Usually most of the time I had to wait for service centre guys to attend to my request of periodic cleaning even when it was within the guaranteed period.

Now, coming to the point, on 3rd of July I lodged a complaint (Complaint no. [protected]) as the outdoor unit of my A/C my was making noise, I was being told that it will be attended within a day or two.. Till 6th July there was no call from your company. On 7th afternoon a person called me up (from this no[protected] saying he will be coming down the same day evening ( 5 to 5 30pm) to fix up the problem and mentioned in BOLD that it will be chargeable, I said Fine.

I was waiting at home till 6 30 pm for him to turn up.

He did not turn up finally & at 7pm he called my mom- Mrs Anima Bhattacharjee (her number being registered)asking if he can come down then. My mom said NO. At 7 /730 in the evening How can I allow any outsiders to my house? Then he confirmed that he will be coming the next day(8th July) by 12 noon.

Till 1 30pm the next day(8th July) no one bothered to come down or even call up….Disheartening..

I called up the service centre, spoken to the customer care personnel Mr. Ednan who said that it will be done on a priority basis now and gave me a direct number of the service centre at Kolkata. After calling for 23 times no one bothered to pick up the calls.

Till 3 30pm no reply from your end. I again called up, this time it was Mr. Nitish and somehow I got lucky enough to speak to Mr. Kaushik Debnath (as per them he was the Manager). After explaining him he was kind enough to connect me to the particular service guy who was supposed to come the previous day. I was like …THANK GOD !!

But there were still more to happen.. this particular guy, Mrs Sarfarash/Sarfarosh (who forgot to take my address from his office) could not find my house at all (this is the first time it happened in my life), after lot of hard work for more than an hour he could find it out. After entering my house his first reaction was doing a favor to me. Forget about apologizing, he was blaming me that I was not good at giving him a proper direction, He actually blasted on me. I was thinking of to throw him out of my house. There had been so many times that people visited my house whether it’s the service vendor of my T.V./ Fridge/Laptop?...No one has complained about this, they could easily find out my house.

Anyway, after looking into the problem he could make out that the fan in the outdoor unit is broken and needs to be replaced, at the same time he fixed it up with some glues which got torn apart that particular night itself. So I am Facing the same problem again. I am not being able to switch on my A/C as suggested and that particular part will take 3 TO 4 DAYS TIME, as per the guy, which I am sure would not be attended before a month or even more.


Overall its hilarious, pathetic, laid back service and not expected from your company, When you are claiming your company to be the best you should make sure that your product is good at the same time your services should be excellent, all the calls to be responded promptly, service guys should always smile, people should take a feedback if the complaint is being solved or not (so far no calls came up to me), and people should apologize if the fail to meet the commitment.


On a serious note, I am totally upset with your service. I am now skeptical about the spare parts that’s going to come. If you could make the process faster from your end and please send a human being to my house for repairing it.


Thanks and Regards
Bhaskar Bhattacharjee
[protected]