[Resolved]  Hitachi AC — Manufacturing Defect in newly purchased AC

Address:

New Delhi, Delhi

We purchased a new Hitachi 1.5 Ton Window AC Twin Motor Model at the end of June 2012. Since then, we have been constantly facing the problem of VERY LOW COOLING. Somtimes, the AIRFLOW STOPS COMPLETELY AND THE COMPRESSOR STOPS WORKING, FOLLOWED BY LOUD NOISES OF ICE BREAKING/CRACKING. There serviman was unable to sort out the problem, so we requested for the visit of a Sr. Engineer. Since then,for almost a month now, there has been no action from Hitachi inspite of repeated complaints over phone and through mails to there customer care unit.
I am reproducing the contents of my mails below for reference:

FW: Manufacturing Defect in 1.5 Ton Window AC TM Model‏
To see messages related to this one, group messages by conversation.
[protected]
Reply ▼
AJITABH VARMA
To [protected]@hitachi-hli.com, [protected]@hitachi-hli.com
Further to the mail below, I would like to inform you that the problem of no cooling/airflow and compressor off, as also described in my previous mail, occurred again yesterday, i.e. on the night of 21st June 2012. The AC was set at Cool mode, 22 deg.C, and low fan speed. We woke up in the middle of the night due to intense heat & sweating. And again, on changing to power mode, there was a VERY LOUD NOISE OF ICE BREAKING/CRACKING. Thereafter, the airflow started after 4-5 mins, resulting in very low cooling even though the AC was set at power mode, 18 deg.C.
This proves that this unit has serious MANUFACTURING DEFECTS, and we yet again demand for a REPLACEMENT/REFUND of our total money.

From: [protected]@hotmail.com
To: [protected]@hitachi-hli.com
Subject: RE: Manufacturing Defect in 1.5 Ton Window AC TM Model
Date: Fri, 22 Jun 2012 10:55:21 +0530

I would like to clarify that the problem of NO COOLING occurred only once as informed in my previous mails. However, we are constantly facing the problem of LOW COOLING with this unit.

To: [protected]@hotmail.com
Subject: Re: FW: Manufacturing Defect in 1.5 Ton Window AC TM Model
From: [protected]@hitachi-hli.com
Date: Fri, 22 Jun 2012 09:54:46 +0530


Dear Sir,

Please accept our sincere apologies at the severe discomfort faced by you. We regret the long unresolved experience and the trouble you are undergoing in following up this matter
again and again.

Thank you for writing to us with regards to NO COOLING of your window Air Conditioner.

We have your request number. Your complaint is under process. Our Service Center will attend to your request at earliest.

In the meantime, if you need our help, you can reach us at our Helpline number[protected] anytime or just reply to this email. Our team of engineers would be glad to help you out.

Warm Regards,
Alak
Hitachi Home & Life Solutions (India) Ltd.




AJITABH VARMA <[protected]@hotmail.com> 06/20/2012 07:26 PM
To
<[protected]@hitachi-hli.com>, <[protected]@hitachi-hli.com>
cc
Subject
FW: Manufacturing Defect in 1.5 Ton Window AC TM Model





With reference to the trailing mail, our complaint has still not been attended to.
It is shocking to see that one of the largest corporations in the International AC Market take their customers so lightly that inspite of our repeated complaints registered over telephone and through emails, no one has even got in touch with us, let alone taking any further action.
We request you once again to please take up this matter on priority, and inform us of the action being taken.

From: [protected]@hotmail.com
To: [protected]@hitachi-hli.com
CC: [protected]@hitachi.co.in
Subject: Manufacturing Defect in 1.5 Ton Window AC TM Model
Date: Mon, 18 Jun 2012 20:22:57 +0530

Dear Madam/Sir,

This mail is with reference to our Complaint Nos. [protected] Dt. 13/6/2012 & [protected] Dt. 15/6/2012 regarding Inadequate Cooling of 1.5 Ton Window AC TM Model purchased on 20/5/2012 from AB Electronics, RK Puram, New Delhi.
Your service engineer was unable to sort out the problem, and requested us to keep the AC running and observe the 'compressor running' indication on the front panel. The complaint report was marked as unsatisfactory and a request was made to have a Sr. Engineer attend to our complaint.

The following are our observations:
1. The compressor runs continuously for 3-4 hrs even when the temp. is set at 20-25 deg. C in Cool Mode with Slow Fan Speed.
2. On the night of 17/6/2012, the AC was set at Cool Mode, 21 deg. C & Slow Fan Speed. We woke up in the middle of the night due to intense heat and observed that there was no airflow from the AC & the compressor was also not running. We then changed the mode to Power mode. The compressor started running after 1-2 mins and there was a crackling sound as if of ice breaking in a non frost-free refrigerator.
3. As of date, no Sr. Engineer has attended our complaint.

This unit has some serious manufacturing defects and we demand that it be replaced at the earliest.

The following are our details:
Model No. : RAT518ESN, DT. 30/4/2012
M/C SR. NO. : 120D54994
Please note that the there might be some discrepancies in the above details as the writing on the slip is not clearly legible.

Contact Details:
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Warm Regards
Ajitabh Varma
S/O Dr. Robin P. Varma