[Resolved]  Hitachi Home & Life Solutions India [Hhli] — Break down request [protected] for rauo 14 hpd pending since january, 2017

Address:Vadodara, Gujarat, 390019
Website:www.jci-hitachi.in/product/Home-Air-Conditioners

I would like to bring to your notice that i registered break down of my split ac, model rauo 14 hpd, on 17th january, 2017 through web portal. Since then my complaint/request is unresolved.
Against my complaint, local franchisee deputed service technician twice in the month of january, 2017 to diagnose the problem and to trace the error code. Later i was offered quotation for required spares namely pcb & smps. While discussing with area manager & service technician, they confirmed that dc motor within the ac is fault free. Since quotation of spares found on higher side, i requested area manager to pass on some discount on spares required to rectify the problem. Based on my request, area manager mr. Sandeep sough the approval of management about how much discount to offer in my case. Later i followed up twice with mr. Sundeep to know the status of approval on discount. Both the time, he was waiting for the response & conveyed me that whatever the decision, same would be conveyed to the local franchisee & in turn local franchisee would contact me. I never heard anything either from area manager or local franchisee. Later after 3-4 days, somebody from hitachi was inquiring the status and i narrated the same happening to him. He assured me to do the needful & move the matter. This gentleman also did not do anything in my case.
Unfortunately, i got engaged in my personal task & was not able to make follow up & my family purchased cooler and managed the summer. As we had a very bad experience in the past, it was beyond the control of my family to handle the issue.
This is very sad & i would say that this kind of after sales services not expected from a company like johnson controls - hitachi air conditioning india limited. The whole experience concludes that johnson controls - hitachi air conditioning india limited is not customer focused. Whatever discussion i had with your area manger reflected very casual approach towards the customer’s problem.in few cases, i found his behavior inappropriate. I doubted his ability to handle customer’s problem & find amicable solution to the problem.
It was very surprising that customer’s request was closed without actually attending it. How can any complaint/ request be closed when still it is open? I used to raise frequent complaints in the month of january, 2017 & johnson controls - hitachi air conditioning india limited used to close it mentioning fake reason.

I am ready to pay for the spares against the offer made in the month of january, 2017. I have already paid service charges in the month of january, 2017. I request you to resolve the case. This is perhaps a great learning & will be the last deal with johnson controls - hitachi air conditioning india limited. Before i complete, i would like to offer some suggestions which i think will be helpful in serving community. If johnson controls - hitachi air conditioning india limited cannot bring smile/ cheer on the face of customer, i thing business has got no value. If johnson controls - hitachi air conditioning india limited does not resolve my case, probably i will throw away my ac which will cost me mere rs. 10, 000 but if johnson controls - hitachi air conditioning india limited is losing many more customers, company is at a more loss than i am going to incur. I would recommend ethics rather than evil intentions. I will not like to approach consumer forum to resolve the case. Following points need to be improved.
1. Compliant/request cannot be closed unless confirmed or agreed upon by customer.
2. Hitachi is not customer focused.
3. Area manager has to improve his behavior with customer.
4. Lack of skilled/competent personnel.
5. Lacking confidence in understanding the machine error code.
6. Warranty for electronic parts like smps, pcb to be enhanced from 1 month to 1 year.

I hope above suggestion will be helpful to the company.
Expecting your most favorable response,

Yours truly,

Kishorkumar shah
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Aug 20, 2017
Complaint marked as Resolved 
Hitachi Home & Life Solutions India [HHLI] customer support has been notified about the posted complaint.
Verified Support
Jun 15, 2017
Hitachi Home & Life Solutions India [HHLI] Customer Care's response
Dear Kishorkumar Ochhavlal Shah,

We regret that you are facing an issue with your product. One of our representatives will be in touch soon to assist you with this.

Regards
Team Hitachi
Jun 28, 2017
Updated by Kishorkumar Ochhavlal Shah
Your representative contacted me, but they have not been able to resolve the case of break down. Please let me know what is your problem. Contact me on [protected]
Verified Support
Jun 29, 2017
Hitachi Home & Life Solutions India [HHLI] Customer Care's response
Dear Kishorkumar Ochhavlal Shah,

We assure you our team is working on your concern and request you to allow us some time. We will get in touch with you shortly.

Regards
Team Hitachi
Verified Support
Jul 20, 2017
Hitachi Home & Life Solutions India [HHLI] Customer Care's response
Dear Kishorkumar Ochhavlal Shah,

We hope your concern is resolved. Please drop us an email at hitachiindia.[protected]@gmail.com in case you need any further assistance.

Regards,
Team Hitachi
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