[Resolved]  Hitachi Home & Life Solutions India [Hhli] — No redressal of customer complaints

I bought a 1-ton Hitachi Split Air Conditioner with Serial Number SE210H09958 from the online website of Croma on 15 March 2022 and the same was delivered by Infiniti Retail Limited, Khasra NO 21/[protected]& 21/[protected], , Village Tikri Kalan, New Delhi, DELHI-110041. Soon after I have been facing issues with respect to its cooling since 12 May 2022 for which I lodged a complaint with Hitachi Customer Care on 13 May 2022 as the AC is under the Warranty Period given by the company, which was addressed on 15 May 2022 by a service center person who visited to assess the AC and told me that some part got damaged which they will arrange to be changed within a week’s time. When I connected with his senior [protected], he told me that the Machine will be replaced from our side free of cost but it will take 15 days. On my request for some alternate arrangement, the service person offered me a temporary solution in lieu of Rs 3500.00 without any receipt, which was actually an amount to be paid unofficially, which I denied. However, after 15 days I called them on daily basis to know about the Air Conditioner replacement status. On[protected] one senior person [protected] from Hitachi Ltd informed me that the company doesn’t have a machine of 1 Ton to replace and if I want replacement immediately, I can upgrade the machine to 1.5 Ton by paying Rs 4, 000.00 extra. I found myself in a situation with no other way and I paid Rs 4, 000.00 on 06 June 2022. After a span of three days, I regularly requested updates on the status of the replacement with the same executive [protected] regarding the last assured period of installation of a new machine. It was really the worst experience when the executive starts ignoring my messages with no response on WhatsApp or on call. Ultimately for a speedier address to my issue, I posted a social media post reflecting my trouble with Hitachi on Twitter and Facebook, in response to which I received a call on 20 June 2022 from Hitachi Customer Care asking me to send a formal complaint via E-mail on [protected]@jci-hitachi.com along with the bill and all proofs of my conversation and payments with Hitachi representatives till date. In response to the above-mentioned complaint, I received an automated assurance for redressal of my issue. Apart from this, I got a message on Facebook messenger from someone named Gauravi who denied disclosing her designation and her pet reply was, ‘Please allow me some time to get back to you. Gaurvi, Team Hitachi’ on 20 June, 23 June, 24 June, and 25 June too however, to date 28 June 2022 there has been no action taken to resolve my issue.
I am using a total of 5 ACs in my flat and all are Hitachi Split ACs as I believed in the reputed name of Hitachi Limited and associated myself with this company as a consumer with good faith to get access to a good quality product and trustworthy after-sales services. However, my experience and interaction with this reputed company during this period has been a complete violation of my faith and right as a consumer of this company. The reason told to me for the AC being ‘Out of Stock’ is convenient to the company but completely unacceptable to me as a consumer of this big and reputed company. In pursuance of this situation where the company such as Hitachi Ltd. has given up on my complaint on mere account of an OUT-OF-STOCK situation when a fresh piece of a Split 1.5-ton Hitachi Air Conditioner 3 Star Inverter AC is very much available in the markets which is a big irony to the reason given by the company executives in response of my complaint.
As an informed consumer, simple dismissal of my continuous complaints against the defect arising in the product is unacceptable. I reserve the right under Section 9(iv) of the Consumer Protection Act to be heard and to be assured that my consumer interests will receive due consideration.

Not only this demand of Rs 3500.00 on 15 May by an employee of service center with the collusion of his senior Mr. Zafar ([protected]) and the sum of Rs. 4000 paid by me in dire pursuance of a speedy and effective solution guaranteed by an employee of Hitachi Ltd with the contact number, [protected] on account of the difference for immediate replacement of my 1-ton Hitachi Split Air Conditioner with a 1.5-ton Hitachi Split Air Conditioner 3 Star Inverter AC is a clear case of cheating and fraud on the part of the Company against which I have the right to file a criminal complaint under section 415 and section 420 of the Indian Penal Code.
I have been a patient consumer to date, as a result of which there has been no resolution of my issue and it has caused me a grave inconvenience as I lack access to an Air Conditioner in this scorching heat as well as wastage of my time in registration of complaints numerous times.