Hitachi Home & Life Solutions India Limited
9th Floor, Abhijeet – I
Mithakhali Six Roads
Ahmedabad – 380006
Gujarat
Attention: Mr. Shinichi Iizuka / Mr. Motoo Morimoto
Subject: CONTINUOUS PROBLEMS WITH Hitachi ITEC INVERTER SPLIT AIRCONDITIONERS
Dear Sir,
We have two nos 1.5 T Hitachi ITEC Inverter ACs bought during year 2010.
• Ever since purchase of these ACs there have been recurrent problems with the Controllers and Motors. Both the controllers and motors have been changed in both the ACs many times by your team during last two years. The replacements have been done after endless haggling and follow up with your Service department as well as Field service staff based at Delhi.
• Due to such a pathetic performance both by the Hitachi product as well as the service team, we opted to incur additional costs and paid for the Annual Maintenance Contracts for both the ACs.
• To our utter disappointment and frustration, your service teams have not bothered to do the necessary services as per the AMC Contract.
• Despite our online Service Request Registration on your website, nobody has bothered to visit us for the service of the ACs.
• We then registered complaint over phone and were given the complaint numbers as follows :
12041102511
12041102514
• Even after this we had to do repeated follow up and were told that the service has been assigned to service staff, they shall contact, take appointment and visit you. To our surprise, one day two staff (Vinod and Badal) from Jaina Service Centre, Jaipuria Mills, Subzi Mandi, Delhi arrived at our premises without information or appointment. On asking them the reason they told that they are told by the company Hitachi to go without appointment to the service calls.
• They did not perform any service citing the reason that the Model numbers mentioned on the AMC Contract are different from those installed at our home, and in the Call document showed almost 3 hrs at our premises.
• Further they declined to provide service for the AC whose AMC was upto 09-04, saying it has expired. Also they told us to use the ACs at the same time declining to take off the ODU cover. If despite our Service Call Registration on web and over phone if Hitachi does not respond in time, why should we be penalized?
• We again contacted your Call Centre and were assigned fresh complaint number as follows :
12042500887
• Again to my frustration, nobody from your organization or service centre has bothered to address our problem while both the ACs are not functioning at all.
We hope a company of Hitachi’s stature would surely be worried about the reputation of its products and services and take swift action to address our problem.
Further,
1. Due to inherent design problems of the ITEC Inverter ACs we are forced to maintain Annual Maintenance Contract. The company should solve the problems once and for all and assure to take lifetime warranty and refund our AMC money.
2. Otherwise if the company feels it is impossible for the ITEC Inverter ACs to run in Indian conditions, the company should take back the faulty air conditioners and refund our complete money with interest immediately.
In case our problems are not addressed within a week, we shall be forced to take the matter to consumer court. As a last resort we plan to auction these two ACs through Newspaper advertisements with complete record of problems and Hitachi response and action.
SANDEEP KUMAR GUPTA
9818788154
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