[Resolved]  Hitachi Home & Life Solutions India [Hhli] — Refrigerator

I am writing to you after a month of horrid experience. I am genuinely frustratedwith the behaviour and team's response toward resolving this. And there seemsno end to it as there seems to be no willingness to resolve this either.

I have been a proud owner of Hitachi Refrigerator since 2013 (Model No.: R-SG3TBPND, Triple door – 390litres). Just recently, the fridge stopped working. Wecontacted our local fridge repair person who checked the PCB circuit andmentioned that the circuit is working fine and might be an issue with thecompressor.

At this point, we contacted the Hitachi service centre. We got a call from Mohammad Salim fromNoble Aircon. After a few days, the executive finally came over on 26thSeptember, 2020 to check the refrigerator. He took the PCB with him and said hewill check it in case there is any fault with it. He also checked thecompressor and said that the compressor seems to be faulty and he will replaceit with a new one since this is under warranty. He took a pic of the purchase bill.He took INR 500/- as his service charge. Service request [protected]

He mentioned that he will check thePCB and call back the next day.

Ofcourse as expected he never called back. After umpteen calls to him, he finally respondedsaying that the compressor is coming from the company and will be replaced. Healso mentioned that there is an issue with the PCB and to fix it will take INR8000/- and to fill the gas in the compressor another INR 3000/-. He said thiswill be done in a week’s time.

Firstly, it was surprising that the PCB was found to be faulty by him when it didn’t seemto be. This just seemed to be a tactic to make additional money as it waschecked earlier and seemed to be working fine. However, I agreed to go aheadwith it since he mentioned that this will be all, and the refrigerator willstart working like a new one and will work fine for another 10 years.

After a week when I called him, he did not pick up my calls nor did he ever call back. When he did pick up after a couple of days, he told me the PCB is fixed but the compressor has not come from the company as yet. It should come in next coupleof days and then he will come and replace it.

When I called him after couple of days to check on the status. Mr. Mohammad Salim mentioned that the part has not come as yet. He asked me to call up his manager Mr. Ayazto find the status of the same. I called Mr. Ayaz who said he will check on iton Monday, October 5, 2020 by 11am and he will revert with the status. Ofcoursethere was no revert from him and when I followed up with him, he kept asking meto call back as he was yet to check on it. Last week, when I called him, hethen handed over the phone to someone else – another Mohammad Saleem whoclaimed he is from back office and will look into the complaint.

First he said, he knew about the issue and that the technician mentioned that PCB was faultyand compressor had to be replaced. And the charges were INR 11, 000/-. Itold him I had agreed on it. When I asked him on the status of the compressor, he mentioned that he will check on it as its not come from the company as yet.I called him again the next day and he said he will check on the system and updateme. When I followed up with him again, he asked me to send me the purchase copyof the refrigerator. This clearlyshows that nothing had been done even after more than 3 weeks. The compressorhad not been ordered at all.

When I confronted him, the same guy who knew about this issue and the charges were INR 11, 000/-and the compressor had to be replaced under warranty, NOW seemed to know nothing about the issue. He told me that he was new and had just joined in September. All this is nothing but a BIG LIE.

I really fail to understand the checks and systems in place before appointing suchcrooks for after sales service. They only give the brand such a bad name. I am surely not recommending to anyone I know. Not even my enemies. Such a greatbrand but if something goes wrong with the product, then you must deal withbunch of cheats who are only there to fleece money and not even give service. Well, itjust does not end here. Unfortunately. For me. It wasonly yesterday (October 15, 2020) that they hopefully ordered for the compressor.I hope. I do not trust their word. But this is what was communicated to me bythe same guy from Noble Aircon’s back office. Today, anotherguy came to check the refrigerator. Once again. What is there to check anymore.It needs to be fixed. But this new guy Prasanna said he needs to check and givea report. I let him in. He took some pics and did some testing. He hadsomething more to add. He said that the pipe has a dent and this too needs tobe replaced. He said he will inform the back office for some more additional charges. I DO NOTunderstand as to what the earlier guy servicing executive did. He had checked thesame things. Took INR 500/- as visiting charges. And now another guy comes inand adds few more issues to it???

I am sure another guy will come in a few days and instead of fixing things will add to my misery. Is thissome kind of joke or just harass the customer to the extent that he does notwant to fix the refrigerator at all?

Why does it take that long to resolve a simple complaint. Why do I always have to followup on your inefficiency? Why is there no transparency in telling me and workingtowards resolving this? Or simply give me my money back! That's the least youcan do.

In anycase, you guys have won. Because I DO NOT want to fix it at all.

All I want nowis my PCB (the circuit) to be returned back to me along with the compressor andthe visiting charges. I DO NOTexpect anything more. Because it is a SIN to expect anything anymore. But wantto highlight the SAD state of Affairs and how the after sales service and yourappointed Authorised Service Provider are nothing but inefficient and are FULLOF LIES.

Please STOP taking on such people on board and spoil an International Japanese brand. I dug up a little deeper to find that this modus operandi is usual forthem and this is how they carry their everyday business. I am not the only one dealing with it. The same name – Noble AirCon and Mr. Ayaz came up in the abovelink as well: https://www.consumercomplaints.inhitachi-home-life-solutions-india-hhli-extremely-poor-service-untrained-staff-c1561818

I really hope that you understand what one has togo through when the refrigerator does not work for over a month. The milk, vegetables, fruits gets spoiled every single day. And every single thing thatyou keep in it is already soiled. And the worst is you are still trying to findsomeone to fix it.

This is my last attempt to resolve this. Just refund my money for the fridge.

Maganlal Jain