[Resolved]  Hitachi — Faulty Split Ac

Sub: - Poor after sales service of your company and Replacement of your faulty product.

Sir
This is in reference to Hitachi 1.5 Ton Ace split AC Model No. RAS018GPD, Sr. No. SE090E11121 purchased by me from dealer Ms S.R. Enterprises Rewari, Haryana.

I hope you will read it fully as I have spent much time writing & experiencing that I am about to write.

I purchased this AC on 27 June 09. Just after five days of the purchase the Ac stopped working. I lodged the complaint with customer care on 3 July 09.
They promised to send the engineer within 48 hrs. But the person came after 5 days of the complaint i.e. on 8 july 09.He said the power control board of the AC was not working & needed to be replaced.

But he came with part after 12 days i.e. on 20 july 09. While installing ihe part, he said two more parts were not working and needed to be replaced.Here I want to ask that when the person had come earlier on 8 July, was he not knowing that some more parts are not working? If not, then what kind of service engineer he was. The same day on 20 July, I contacted Mr.Rajiv Aggarwal & Mr. Vinay Kapil of Hitachi & they assured me that the part will be surely changed tomorrow i.e. on 21 July. But no one came. When I contacted Mr.H.S.Rawat of your company, he said that we couldn't arrange the part & will take some more time.

I had never ever imagined that after spending so much money, I would have to suffer for 19 days and still on because of your faulty product.I cannot tolerate any further and being a Doctor I don't have enough time to call the service people again & again.

I have paid a premium of nearly 40% over other brands for your AC. The price for your AC are 30 to 40% higher than other brands does this means do you consider Hitachi a premium Brand if yes then surely you do not provide service meriting this premium.I searched the internet and read in newspaper it seems recently lot of Split AC are having a high failure rate in regard to same Issue.I have been forced to spend the summers in hot because of this problem. I could have done easily without spending the extra 37K.

I want to ask that if your can't provide after sales service properly, then why does your company sell your products in such locations? But I want to make it clear that Rewari is not an off location.I am having CAT scanners & other machines worth crores in my hospital and these companies provide service within 24 hrs here. So that's not any excuse as made by one of you senior service personal. After passing 19 days in hot and still going on, I have removed the AC from my room and I have sent it to the dealer for its replacement. And I hereby request you to look into this matter and get my AC replaced as soon as possible Or give me my money back.

I look forward to hearing your solution soon. And I hope this letter might help you understand why after so many years Other Brands are selling more and giving a better performance despite yours is positioned as premium.

Regards,
Dr.(Mrs.) Krishna Sachdeva
MD Gynae.