Hitachi Home & Life Solutions India [Hhli] — Urgent Complaint Regarding Hitachi Split AC Service Delay & harrasment

I am writing to formally lodge a complaint regarding the appalling service experience I have had with your authorized service center and customer care team. As a genuine customer who purchased five Hitachi Split ACs a year ago with the assurance of top-notch service and customer care, I am utterly disappointed by the lack of professionalism, accountability, and responsiveness from your service representatives.

Issue Timeline:

Initial Service Request (26th February 2025): I lodged a request for my last free AC servicing. However, the assigned service engineer refused to visit on the scheduled date, assured me of a postponement, and requested the CDN, which I shared. No action was taken thereafter.

Repeated Follow-Ups (Customer Care - [protected]): I repeatedly attempted to raise a new request but faced severe difficulties as the call kept going silent after registering the request. Finally, after keeping the call active for 5-10 minutes, my service request was successfully registered on 28th March 2025.

Unresponsive Service Engineer (Aftab): I made multiple calls to the assigned engineer, Aftab, who continuously ignored my calls. When he finally answered, he made false promises to visit the next day and instructed me to mislead customer care if they called.

Last-Minute Service Chaos (30th March 2025): With great difficulty, I managed to get a service person to visit. However, he shockingly took a photo of my bill and sent it to Mr. Amir Choudhary of your service franchisee, Royal Home Care.

Unprofessional & Rude Behavior: Mr. Choudhary blatantly demanded service charges despite my valid free service request, refused to acknowledge my earlier request, and was extremely rude in his communication. His attitude towards customer service was outright insulting, and he wrongly blamed me for the situation, demanding payment without any justification.

Key Concerns:

Failure to Honor Service Commitment: Hitachi assured seamless service, but I had to struggle for weeks to get basic servicing done.

Negligence & Disrespect from Service Staff: Engineers ignore calls, give false promises, and demand payments unjustly.

Disregard for Genuine Customer Complaints: My initial service request in February 2025 was conveniently erased, causing unnecessary delays and frustration.

Lack of Accountability: Even though I purchased my ACs in March 2024, they were installed on 29th May 2024 due to ongoing home interiors. This delay was already communicated to the dealer (Electronic Paradise, Galaxy Blue Sapphire, Greater Noida West), yet I am being unfairly denied my rightful service.

Unjust Financial Demand & Customer Harassment: Your service partner is attempting to exploit customers by forcing unnecessary payments for services that were promised as part of the warranty.

Immediate Action Required:

Immediate resolution of my service request as per the promised warranty, without any additional charges.

Strict action against Royal Home Care and Mr. Amir Choudhary for misconduct, unprofessionalism, and harassing a loyal customer.

A written confirmation ensuring that my service history is accurately recorded and that such delays and mismanagement will not occur again.

Escalation to senior management to ensure corrective actions are taken against such negligent behavior.

The entire ordeal has been a complete violation of customer trust and service ethics, and I demand a swift and satisfactory resolution at the earliest. I expect a formal response from your end with an actionable resolution plan.

Looking forward to your urgent intervention.