Hitachi Home & Life Solutions India [HHLI] Complaints & Reviews

Reliance — Problem with Refrigerator

I have purchased a Hitachi refrigerator from Reliance on 06/08/09. This stopped working and on 13/12/09, I logged the complaint with Reliance Service Centre at Noida (Call no. [protected]). I was assured that the issue will be resolved within 24 hrs. However, the fridge is still not working. In last 3-4 weeks I have made a number of calls to them. Every time they give a new date for the resolution of the problem and never turn up.
The service is extremely poor. I am not able to get any information how to escalate the matter and claim compensation.

From:
PRAMOD B KEDIA
7, Vishrut Bunglows,
Opp Maruti Complex,
Subhash Chowk, Memnagar,
Ahmedabad – 380052

To,
Hitachi Home & Life Solutions (India) Ltd,
10th floor, Abhijeet,
Mithakhali Six Road,
Ahmedabad 380 006

Dear Sir,

Sub: Service Complaint in respect of Refrigerator 530 Ltrs, 2 Door
I have purchased 530 Ltrs, 2 Door Refrigerator – Model No R-Z530AND7KX-1 (Item Code[protected] SR No [protected]) vide Invoice dated[protected] which is covered by standard warranty / guarantee without any exclusion whatsoever. I call upon you to replace the product sold to me which contains technical failure and manufacturing defects. The technical failures / manufacturing defects are evident from the fact I was informed that the refrigerator will be required to be (once again) taken to the work shop for ‘modification’.

The entire sequence of events (spanning from 18/04/2011 till date) is noted below to demonstrate that it was a traumatic experience for me seeking much publicized enjoyable experience of a HITACHI product. I was required to chase the customer help line / service centre on a daily basis praying for the redressal of my grievances.

(1) It may please be noted that Installation demo was not given to me as per your standard policy. This was initial deficiency on the part of the company, however, later on (as described here-in-after) I learnt the harder way that there is absolutely no regards for customer satisfaction in your company and all the bombastic claims of the company were totally hollow.

(2) Perhaps, the machine was not working properly right from the day one (first week of November 2010), however in view of the winter season I could not realize that. But it became extremely evident immediately when the summer set on. It was noticed that the cooling in the refrigerator compartment was dismally low.

(3) The first complaint was registered on[protected] vide Service Registration No [protected]. The company engineer came to my home 3-4 times but no solution to the complaint was given. Even when the temperature measuring unit was installed in the machine to monitor the performance, the complaint was closed without the solution and without my knowledge.

(4) I took exception to the complaint being closed without solution and hence again the complaint was logged in on 2-5-2011 vide Service Registration No [protected]. Again 3-4 times the company engineer visited my home and went on saying to me that the machine is working properly. It was shocking for me. The engineers went on citing absurd reasons and went on maintaining that there is no problem in the machine just only to later on admit that the machine required ‘repairing’ and finally ‘modification’.

(5) Since, the machine was not working properly, almost on regular / daily basis I repeated the complaint vide emails. You can verify this from your records. My persistent complaint forced the involvement of higher authorities. They personally found, having spent about 60 Minutes on the site, that there is in fact defect in the machine. For the first time, the company official admitted of the problems with the machine (some where in the first week of May). [I was shocked to learn as to how a company of the stature of HITACHI can afford to give base less responses that machine was working perfectly – Refer to the matters noted in Para 3 & 4 above.]

(6) The faulty machine was taken away for repair to the company workshop during the 2nd Week of May. After a week or so, the machine was returned to my location intimating me that the machine is put in order. There was defect with the ducting and the same has been fixed. Assurance was given that the defect is fixed, that the cooling is restored to company specification and now there would not be the complaint of cooling in the Refrigerator compartment.

(7) However, within 24 Hours, I noticed that in the repaired machine there was absolutely no improvement in the cooling. Still, Cooling was dismally low in the refrigerator compartment. I waited for 3-4 days in the hope that assurance given by company engineers would come true. The defect persisted and I realized that false assurances were given.

(8) On or around 23/05/2011, the higher up at the service centre was informed about the matter. You would be shocked to learn that the service engineer visited the location only on 03/06/2011 and that too not before my persisting telephonic calls. His visit again revealed that it was a fact there was absolutely dismal cooling as I had been complaining. – I was shocked to learn that the company like HITACHI acted so lethargically, took the machine to work shop, kept it for one week and returned it without fixing the problem and still conveyed that the problem was fixed as per company specification.

(9) The story does not end here. Once again there was lethargy. Instead of escalating the redressal of customer satisfaction by acting quickly and swiftly, there were no words heard from the company as to how the matter will be sorted out. Once again, after persistent enquiry, I was informed today on 07/06/2011 at around 4.00 p.m. that the machine would be required to be taken to the workshop for ‘modifications’ to fix the defect.

(10) It is amazing to note that modification in the machine would be carried out. I fail to understand – have I purchased an assembled local machine? The chronological events narrated above proves it beyond doubt that there is a MANUFACTURING DEFECT in the machine.

(11) It is our honest and bonafide belief that in a newly purchased machine modification can never be done so much so that even repairs can be done only if there is some minor problem. In this case, there is some fundamental technical failure / manufacturing defect and it can not be handled in the manner suggested to me.



(12) It may be noted that, during the period from[protected] till today[protected] –

(a) More than 10 times the service engineer of the company (may be 3 to 4 different engineer) has visited my home.

(b) We have talked to various personnel / executive / customer care operator of the company for more than 25 times. Some of the person to whom we came in to contact during these are:
a. Mr Mohan
b. Mr Jagat Gajjar
c. Mr Navin
d. Mr Raksesh
e. Mr Rutvij
f. Customer care operators

(13) The code of conduct of HITACHI (down loaded from Hitachi web site) is reproduced below:

“1.1 Provision of Safe High-Quality Products and Services
1. We will satisfy customer needs and specifications. We will not only obey quality, safety and environmental laws and standards, but also set our own voluntary standards when necessary to ensure the quality of our products and services. We will strive to guarantee safety and realize the goal of zero product defects so that customers can use our products and services with a sense of security.
2. We will respond quickly and sincerely to defects and customer complaints, and strive to determine the causes and implement thorough measures to prevent recurrence.
3. We will construct and administer appropriate quality management systems.”

(14) Following issues needs to be answered by the company –
(a) Does it take 50 days (almost 2 months) to attend to the technical failure / manufacturing defects in the machine (and still not solving the issue) so as to secure customer satisfaction? As per the company’s own code of conduct, response should have been quick and sincere, however, taking 50 days is neither quick nor sincere and that too when the result is still not achieved.

(b) In India, Refrigerator is indispensable in a hot summer. Specifically keeping that in mind, I purchased the refrigerator, however, two out of three months of the summer has passed and I am denied the worth of the money spent on your product Is there any accountability?

(c) The Refrigerator was taken away for more than a week for repair to the work shop. Why was it returned with no improvements at all?

(d) Company is found not adhering to its own code of conduct. Isn’t it a glaring breach of trust and faith against the customer and cheating with the customer who puts confidence in the Brand?

(e) Instead of grace fully accepting that the Refrigerator given to me contains technical failure / manufacturing defect beyond a normal repair, the company wants to modify the same. Isn’t it a breach of product warrantee / guarantee? Should it not be replaced immediately? [It needs to be appreciated that the product sold to me is covered under company warrantee / guarantee without any exclusion what so ever.)

(15) In view of the above, in my bonafide and considered belief, following is required the company –

(i) That the Refrigerator should be replaced immediately;

(ii) That it was a traumatic experience wherein the company has inflicted mental harassment on me, which needs to be compensated at once; and

(iii) That for both the above remedial action, company needs to act quickly and sincerely.

I trust you would be responsive. However, if still the company is not acting quickly, I shall be forced to take action in terms of consumer rights and consumer law for which the company shall be responsible.

Thanks & warm regards,


(Pramod Kedia)

Same thing happen with me too.Hitachi should stop the production of AC rather thn try to fool the indian customer with its high price range.

I also bought Hitachi Quadricool 1.5 ton TM AC dated[protected].
From the very starting, i complained alot for its very less cooling.But they people don't want to solve the same prob.I complained again n agn, after tht they only chk the grill temp. in a rainy season n report the machine is ok.

While i hv Voltas Vertis Plus, Carrier Durakool, OGeneral too...All r cheaper thn Hitachi n in compare to cooling performance its too much far behind thn 16K machine.

So, consumer forum hv to take the action against HITACHI for its poor manufacturing.

Kindly stop to sale the Hitachi Product.

Same thing happen with me too.Hitachi should stop the production of AC rather thn try to fool the indian customer with its high price range.

I also bought Hitachi Quadricool 1.5 ton TM AC dated[protected].
From the very starting, i complained alot for its very less cooling.But they people don't want to solve the same prob.I complained again n agn, after tht they only chk the grill temp. in a rainy season n report the machine is ok.

This damm machine had been repaied almost 4 time in 3 years, twice for burnt motor, 1 for breakage in blower fan and once for low cooling and sound

Still the same unresolved and on contacting the chandigarh branch office, unprofessional and cold response is given to the customer

So, consumer forum hv to take the action against HITACHI for its poor manufacturing.

Please do upfdate as i want to get the same srttled once and for all

I am also a victim of the Hitachi poor quality products.
I purchased a window AC in last month(24 March 11) and get installed the same on 23 April 11 and since installation getting error E1 and when confirmed from hitachi call center as per them there is PCB got faulty.
This is suprise how company like hitachi delivers defective machine to end consumer and now i am not sure what to do, though i have complaind hitachi [protected] today 24 April 11 and waiting for the engineer visit.

Moreover Demo call is still pending with reference no [protected] which logged on 23 April-11.

Pls suggest what to do, and i want to replace my machine not to repair.

Regards
Ashwani jain
[protected]

Hitachi AC service are the worst. They make sure after 3rd service the gas leaks as soon as warranty of one year is over. Parts take a long time as well.

Dear Sir/Madam,

Below complaint I have sent on 03rd July2008 regarding my window Airconditioner for which I got a reply on 16.09.2008 from Hitachi Customer Casre, almost after Six Months.

On 12th May 2009 I again call at Hitachi Customer Complaint Centre for some problem in my AC Vide Complaint Number[protected], the service engineer has visited and found a leakage of gas. I have told him take the AC at their service centre and thoroughly checked the same, as this is the second time in one year where I have faced this Gas Leakage problem, but he overheard my request & fill the gas only at my residence . Now after two months again the Gas Leakage problem exists . I am very much disappointed with the performace of my AC. I want to change my AC immidiately, as this the THIRD TIME in a span of ONE YEAR where I have faced "GAS LEAKAGE PROBLEM"

Hope to have a early action & reply from your side in my case not like previous one where it takes SIX MONTHS from your side to be actioned

Thanks & Regards
Ajay/03.08.09

"I am not at all happy, with the product ( Window Airconditioner/Model No# RAV019EOD/ Dealer Unison Airconditioner)purchased on 14.05.2008. Two complaints in less that two months . Previously there is some problem in the panel, now there is no cooling( Complaint No#[protected]. If such type of performance has been give by a well known company's product, then sorry to say that I never recommend any body to buy the product of your company.

So, I only request you to kinly look in the matter & resolve the same as soon as possible."

I agree with this as well as all the complaints made for Hitachi. They should be asked to wind up business from India.

My issue
A 1.5 tonne was supplied to me by one Vishwa Enterprises on 12.05.2009, tried to get it installed on 15.05.2009 however the same was installed on 23.05.2009 by a totally untrained person. AC was not working since it had no Gas, also confirmed by the person who came to install the same. Supplier took the issue lightly. A complaint was made to HItachi on 23.05.2009 and thier service person arrived on 24.05.2009 certifying there is no GAS and Hitachi should replace. Suplier was unconcerned ready to fill the Gas but no replacement (wanted me to read an open book or have a second wife) as well as Hitachi, after much follow-up, a replacement was sent on 20.06.2009, to the surprise that it was a repaired AC, worse then waht I got it, could not be installed/replaced. Would Hitachi be able to compensate me for the Summer I am facing since 12.05.2009 without AC. HAHAHA.

Since all efforts are lost and 40 days patience is enough, I would be sending a "BEWARE OF HITACHI MESSAGE" to minimum 25000 e-mail IDs of my Company officers across India and also see that Hitachi is banned for future supplies in my company as well as the supplier Vishwa Enterprises (A Career dealer also) adopting such unthical practices. My second step is going to Consumer Form and seek damages for the loss of 40 days.

Vishnu Agrawal
265, Vigyapan Lok,
15, Mayur Vihar Ph-I, Delhi 110091
Material S. No. as recorded on the Final Call Report (prepared by a person probably who doesn't know English - A Hitachi Standard) M/c No. 090D19561, Com S.No. 333DT 8130671 Model RAV019EOD

chor company luteri hai

dear sir,
i am use the HITACHI a.c. air condisnar not working satating time many time mail send but not slove problam .
vipan
[protected]

Dear Sir/Madam,

Below complaint I have sent on 03rd July2008 regarding my window Airconditioner for which I got a reply on 16.09.2008 from Hitachi Customer Casre, almost after Six Months.

On 12th May 2009 I again call at Hitachi Customer Complaint Centre for some problem in my AC Vide Complaint Number[protected], the service engineer has visited and found a leakage of gas. I have told him take the AC at their service centre and thoroughly checked the same, as this is the second time in one year where I have faced this Gas Leakage problem, but he overheard my request & fill the gas only at my residence . Now after two months again the Gas Leakage problem exists . I am very much disappointed with the performace of my AC. I want to change my AC immidiately, as this the THIRD TIME in a span of ONE YEAR where I have faced "GAS LEAKAGE PROBLEM"

Hope to have a early action & reply from your side in my case not like previous one where it takes SIX MONTHS from your side to be actioned

Thanks & Regards
Ajay/03.08.09
New Delhi
Mobile Number# [protected]


"I am not at all happy, with the product ( Window Airconditioner/Model No# RAV019EOD/ Dealer Unison Airconditioner)purchased on 14.05.2008. Two complaints in less that two months . Previously there is some problem in the panel, now there is no cooling( Complaint No#[protected]. If such type of performance has been give by a well known company's product, then sorry to say that I never recommend any body to buy the product of your company.

So, I only request you to kinly look in the matter & resolve the same as soon as possible."

Hi,

I recently bought a Hitachi ACE Cut-Out too with 1.5 Ton Spilt unit. Initially from the day it was installed I had a water dripping problem on the very next day. Person authorised from Hitachi service centre didn't come and install but it was from own men from FORTUNE POWER SHOP in DLF Galleria, Gurgaon, haryana which came and did installation.
Then comes next few days noone turned up to solve the problem. There was a complaint registered and then hitachi person came but to my dismay they also mentioned that this is a INSTALLATION problem and will only be fixed by person who installed.
The whole people group from Hitachi service centre as well as shop are cheating and delaying the ACE unit installation correctly.

And now with barely two months of installation, we have a FAN MOTOR issue in the outside unit of the AC. We have been following up for more than ONE week on the problem with two people visiting from company service centre but one person just diagnosed the problem as in MOTOR and second person came with a old used motor from some area and tried to install that. I totally refused to do so.
First, a two month old unit doesn't need such repairs that too we buy this for a clear peace of mind but we have been tired of calling and following up with Hitachi all the time but noone bothers to respond.

Please help us what to do. Should be know the consumer court door?

Regards,
Prash...

I have a hitachi window ac 18PC14 it is working well but my remote control is not working so I have tried for a new remote every where in hitachi in Lucknow, please help me.
Vineet Verma
C-10 Tilak Nagar
Lucknow
Mo. [protected]

I had purchased a Tower Air-conditioner of HITACHI on 01.11.2007, from Pearl Traders, 5/23 Netaji market, G.T. Road, Panipat 132103 Haryana.

Although its been approximately 1 year and 10 months passed and but from near about last 1 year it is stopped working.I complained to the Distributor and the service people (Mr. Narender) said that the compressor / refrigerant gas is leaking and got finished. However, to my knowledge there is no need to refilling the gas for at least 8 years. I have inquired this from other dealers too. I am afraid that the dealer has given me a defected item.On complaining he never responds or take any action to replace the compressor though it has been taken away with him.

So please keep this matter on the top priority & take necessory action.

Sir/Mam,
My A/C was now working properly and customer care no not connecting so plz send me loclation of service center in kanpur (U.P).

A/c Make HITACHI
my contact no:-[protected]
Dt:[protected]

Sir/Mam,
My A/C was now working properly and customer care no not connecting so plz send me loclation of service center in panipat(haryana)

A/c Make HITACHI
MY CONTACT N0-[protected]
DT[protected]

I have given a complaint to the local dealer regarding service of my A.C. on 22/03/2012 but till now it is not attended.whenever I remind they say it will be done today.
Please help.
Dealer Name- Smile Stores Kanpur

plz send me hitachi service center contact in kanpur...
my contact no-[protected]

HITACHI worst AC service

Hitachi split air conditioner — compresser not working

our air conditioner is not working properly its compressor is not working its cooling level is very low.

Hitachi / Air Conditioner — Not Working since installed

AC is not working properly since it is installed.
No body from company is attending the complaint.
Bought the Hitachi AC for Barnd image and quality but finding it was a mistake.

Frick India limited purchased the following split AC for their CNC machine room to keep temperature 22 + 3 degree C.

1) 5.5 TR 2200 cfm split AC scroll type[protected][protected].[protected]nos
2) 5.0 TR (2.5 + 2.5) split AC CONCEALED type twine rotary comp---1no

The above units were commissioned in January 2009. After a few months, we noticed that we were not getting the desired tempreture i.e 22+3 dgree C.After consulting the local authorised service center i.e((Anamika Eterprises ), they advised us to get wet service done. Accordingly, we got wet service done for all the 3 units paying Rs4500.00 but even after that we were not getting the desired tempreture.On reporting the above matter to your Hitachi office, they referred the case to M/S Temperature Control, stating that Anamika at present was not their authorised agent.M/s Tempreture control representative came and after checking the units, they informed us that they can do servicing of split AC up to 2.5 TR.So again Anamika was asked by your Engineer to check the units.After checking the units, Anamika submitted quotation mentioning Scroll compressor got to be replaced which is not under WARRANTY. Generally all reputed companies keep their compressors under 5years to 7 years warranty but we were not informed by Hitachi that scroll type compressors were not under warranty.

WE now wanted to know why Hitachi can not offer warranty for their scroll unit. Is thir scroll compressor still under development stage ? If so Hitachi should have intimate to their client accordingly.

Mr Pankaj, you should go and file a complaint in the consumer court. Writing/calling to Hitachi won't help you at all.

Providing good Post sales servises beyound warranty period has not been a quality standard by any AC manufacture and typically the same is very pitable condition for high priced Hitachi Ac also.

At the first place as a consumer if the gas leaks after 2 yrs of prchase form a brand like HItachi, than the manufacturer should introspect the product quality.

B Dash
[protected]