[Resolved]  Hitachi Home & Life Solutions India [Hhli] — Hitachi Window AC bought two months back not working and cooling - 1.5 ton 3 star Window AC (model no. RAW318HFDO)

I had bought a Hitachi 1.5 ton 3 star Window AC having model no. RAW318HDDO from M/s Vijay Sales, Lajpat Nagar on 24th April, 2022. (copy of bill attached for reference) The product was delivered on 25th April, 2022 and installed on 27th April, 2022. Thereafter, I went out of town and returned back only some days ago. When I started using the AC, I found that the AC was not giving cooling effect. I immediately raised a complaint with your customer care on 16th July, 2022 vide complaint no. [protected]. The engineer from the service centre (Siddhivinayak Enterprises, Ashram) came on 17th July, 2022 in the morning. He checked the AC and informed that there is no gas in the AC due to which it is not giving cooling effect. On enquiring as to what was the reason behind this situation, he had no answer and said that some other person will come to check and fill the gas in the AC. In the evening of 17th July, 2022, another person from the service centre came to inspect and fill the gas in the AC. I enquired the reason for no gas in the AC from this person also but even he was clueless about it. I was extremely shocked and anguished to hear this statement. How come a brand new AC have such a big defect which can clearly be termed as a ‘MANUFACTURING DEFECT’. I requested a replacement for this defective AC, instead of gas filing to which he made me speak to his center in-charge Mr. Chetan. The centre in-charge Mr. Chetan, uprightly rejected my request and said that he can only repair the AC by filing gas but cannot get the product replaced.

On 18th July, 2022, I registered a complaint for replacement of the defective AC with your customer care centre, whereupon I was assured that my requested would be looked into by the service centre team. However, till date I am still waiting for my request to be considered favorably.


I am still shocked and amazed to note such a big defect in the brand new AC which can only be termed as a ‘MANUFACTURING DEFECT’. It seems that proper quality check of the product was not done. It is incomprehendible as to how such a reputed AC manufacturer company is selling such defective products to the customers which is tarnishing the brand value and reputation of the company. An inherent defective product has been passed on to the customer which is merely being taken up as a no gas case and covering up the defect by offering to fill the gas in the AC is not at all acceptable. I have spent a hefty amount to purchase the AC and I ought to be provided with the product in proper working condition. I will not accept this defective product at any cost.


I was made to believe that Hitachi was a trustworthy company known for producing quality products and offering good service but this product/service has broken my trust and confidence and has given me enough reasons to believe that Hitachi is no more a reliable and customer friendly company. I am highly dissatisfied and disappointed with the product and your company after this experience. I again reiterate that I will not accept this defective product at any cost.

I therefore request for an urgent replacement of my defective AC with a new AC in working condition such that I do not have to face the mental agony and harassment that I have been facing over the past few days.