[Resolved]  Hitachi Home & Life Solutions India [Hhli] — Manufacturing Defect in Hitachi AC and Delayed Availability of Spare Parts

Dear Sir/Ma'am,

I am writing to bring to your attention a significant issue I have encountered with my Hitachi air conditioner and the subsequent unsatisfactory service experience I have had with your company.

On 19 APRIL 2021, I purchased a Hitachi AC unit, model number SPLIT AC - 1.5TR HITACHI MERAI 3100S CHAMPION INVERTER - R410A - RSNG318HDEAZ2. The AC unit initially performed well, and I was satisfied with its cooling capabilities. However, after [a two to three months], I noticed a manufacturing defect in the AC unit. The defect has affected the functionality of the unit, rendering it ineffective in cooling the room as intended.

As a concerned customer, I promptly contacted your customer service department on 22 June 2023 to report the issue and request a repair or replacement of the faulty component. I was informed that the problem was likely due to a manufacturing defect and that a spare part needed to be replaced to rectify the issue. I provided all the necessary details, including the model number, serial number, and a detailed description of the problem.

To my disappointment, it has been more than 15 days since my initial contact with your customer service, and the spare part required for the repair is still not available at the service center. I find this delay in resolving the issue unacceptable, especially considering the reputation of Hitachi as a reliable and trusted brand in the market.

As a loyal customer who has invested in your products, I expected a more efficient and timely response from Hitachi's customer service team. The prolonged delay in acquiring the spare part not only causes inconvenience but also raises concerns about the quality of after-sales service provided by your company.

I kindly request that you address this matter promptly and ensure the availability of the required spare part to the service center within the next few days. I would appreciate it if you could also provide me with regular updates on the progress of my case, assuring me that it is being handled with the urgency it deserves.

In addition, I would like to emphasize that this delayed service experience has significantly tarnished my perception of Hitachi as a reputed brand. I trust that you will take appropriate measures to rectify the situation, including providing compensation for the inconvenience and disappointment caused.

I hope that my concerns will be taken seriously, and I am confident that Hitachi will uphold its commitment to customer satisfaction and strive to resolve this matter promptly.

Thank you for your attention to this matter.

Yours sincerely,