[Resolved]  Hitachi Home & Life Solutions India [Hhli] — complaint no. - [protected]

Address:Kolkata, West Bengal, 700156

Complaint No. - [protected]

I had purchased this product (Split AC - 1.5TR Hitachi Neo 3200i Inverter -R410A - RAU318EWEAD) from M/s Capital Electronics, Kolkata on 21st Jan 2017. Installation was done on 25th Jan 2018. No demo was conducted till I logged a complaint. I got the product demo only in Oct 2017 & thereafter all the 3 services was conducted in Nov, Dec & Jan 2018. Being a winter season product was not in use till February 2018.

Last week on switching on I observed no cooling & thereafter I logged a complaint. Post technician visit I was told that the gas leaked & that needs to be recharged on chargeable basis as it's more than year.

Now the issues are :
1) Is the product delivered to me is faulty because gas leakage can be due to poor installation or faulty product.
2) This problem was not identified earlier during 3 continuous servicing because of lack in quality servicing. Service engineer just use to clean indoor unit filter & pour a mug of water on outdoor unit... He never checked the gas pressure. So he never identified the issue at initial state.

So for the above listed issues why should customer avail your AMC when your product is faulty & service is not proper. And what's the guarantee that after gas recharge this problem will not occur.

Based on my discussion with your personnel I understand that this is once in a while case & not a regular complaint. Therefore you need to check the product quality & do proper service to enhance customer expectation from your product. As per technician I should get an AMC to get free of cost service. This gives an impression that this product is going to give problem very frequently & AMC is must for product to run.

Product pricing is not match with the quality & service.
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Apr 9, 2018
Complaint marked as Resolved 
Hitachi Home & Life Solutions India [HHLI] customer support has been notified about the posted complaint.
Verified Support
Mar 09, 2018
Hitachi Home & Life Solutions India [HHLI] Customer Care's response
Dear Customer (knockamit),

Apologies for the inconvenience caused to you. We have escalated your concern to our team and will get back to you at the earliest.

Regards,
Team Hitachi
Mar 16, 2018
Updated by knockamit
Hitachi personnel reached out to me with 50% discount on gas recharge charges as customer good will but they are not ready to accept that there product failed immediately after 13 month & that too with timely services. In this current scenario i have very little faith in Hitachi product & services. No guarantee how long this is going to last if product quality not up to the mark.
It's HHLS responsibility to regain customer confidence with better product quality & service.
Verified Support
Aug 22, 2018
Hitachi Home & Life Solutions India [HHLI] Customer Care's response
Dear Customer (knockamit),

We understand that your complaint is resolved now. Please get in touch with us if you face any problem with our product.

Regards,
Team Hitachi
Complaint comments 

Comments

Hitachi personnel reached out to me with 50% discount on gas recharge charges as customer good will but they are not ready to accept that there product failed immediately after 13 month & that too with timely services. In this current scenario i have very little faith in Hitachi product & services. No guarantee how long this is going to last if product quality not up to the mark.
It's HHLS responsibility to regain customer confidence with better product quality & service.
Hitachi Home & Life Solutions India [HHLI] Customer Care's response, Mar 16, 2018
Verified Support
Dear Customer (knockamit),

Please be assured that our team is working on your issue and will be getting in touch with you at the earliest.

Regards,
Team Hitachi

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    Hitachi Home & Life Solutions India [HHLI] Phone
    +91 27 6427 7571 [Head Office]
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