I Shivangi joshi R/O I-27, 2’nd floor lajpat Nagar 1 had purchased a Split AC from Hitachi on the 23-05-10 through VIJAY SALES LAJPAT NAGAR, the same was installed at my place on the 26-05-10. The AC worked for 4 months and was then not used since it was winters. The AC was switched on this year on the 25-03-11, and it was not cooling at all. A technician from Hitachi had come to service the AC (Wasim Khan) and informed us that there is no gas in the AC so how will it cool. He was the person who launched a complaint for us for non-cooling on the 03-04-11. A service guy came and filled the gas on the 05-04-11, the gas was again discharged in my bed room on the 07-04-11. Again a complaint was reported and the gas was re-filled on the 10-04-11. The gas discharged again on the 14-04-11.
On the 17-04-11 a senior technician came to repair the AC, he assured me that this time there will be no problem (the technicians name was AJAY). On the 16-04-11 he made pressure in the AC and on the 17-04-11 he had to come to re-fill the gas. I was told by him on the 16-04-11 that since I have been facing same problem with the AC repeatedly the warranty can be extended for the same for three months and he would give it in writing that the AC will not give any problems once serviced by him. On the 17-04-11 when he came the pressure was not maintained. He took three hours and filled the GAS AGAIN. I asked him if it would give problems or no, I was told it will drop water inside your room during Monsoon as at one point we are unable to fix the problem. I told him ok what about the extended warranty only for the gas he told me that his boss has refused the same. The next question which came was then what happens if the 1 year warranty expires and the gas leaks. The answer was you will have to pay RS.2600 for gas installation and if not I can take an amc worth RS.3600.
I requested him that I wish to speak to his boss regarding the same. Before, I could speak to his boss he told him that:
1. I stay on the top floor.
2. My room is very big (my room size is 12 by 10), I stay in lajpat nagar 1 and everyone is well aware of room sizes in a 100 Sq. Yards room.
THE BOSS COMES ON THE PHONE I ASK HIM FOR EXTENDED WARRANTY REFUSED POINT BLANK, REPLACE THE AC NOT POSSIBLE AND THEN THE BEST CUSTOMER SERVICE 'BAHENCHOD' YOU STAY ON THE SECOND FLOOR AND THE AC WILL NOT COOL WE CAN NOT HELP IT. Manager NAME (KULDEEP DAYAL).
I lost my temper and went to VIJAY SALES LAJPAT NAGAR BRANCH and spoke to Mr. PRANAV about the same. I was assured on the 17-04-11 that my ac will be replaced and within a week.
1. From the 17-04-11 to 24-04-11 no replacement no call from anywhere.
2. On the 25-04-11, I went to MR. PRANAV and was assured to give them some time as the model is no more coming we are arranging the same it will be done by the Thursday (28-04-11).
3. I go back home wait like fools at home taking off from work and on the (29-04-11), i go back again asking what happened. I was told that the AC has moved from PUNJAB (Chandigarh) and will be installed by MONDAY OR TUESDAY. I reach home was called by KULDEEP DAYAL and confirmed the same.
4. On the 06-05-11, I was told that it has not been approved and your ac will not be replaced. We can only re-fill the gas.
A month was passed by HITACH and VIJAY SALES MAKING A CUSTOMER A EDIOT JUST because believed in what she was being told and did not stoop down to a level where I could have easily abused them left and right.
Then On the 06-05-11, I insisted that I wish to speak to a senior manager/ Store incharge of VIJAY SALES. They called Ms. Niti Singh she is the incharge of LAJPAT NAGAR branch for VIJAY SALES. The lady was shocked to hear HITACHI’s behavior. She then told me since its Friday and late in the evening, to give her time till Monday to work things out as the brand is closed over the weekend.
On the 09-05-11, I went to meet her and was told that she had spoken to every one and a senior technician will visit my home and the AC will be repaired and I will have no problems to be rest assured. The technician visited my home on the 10-05-11 and said the AC cannot be repaired over here needs to be taken at the workshop and de-installed the AC.
The AC is de-installed and still lying in my house, no one has come to pick it up from Hitachi.
I want to ask the 1 year warranty of my AC expires on the 22-05-11 there is no gas in the AC. The AC has been de-installed.
I would like to question:
1.I do not want a defected AC today they are repairing it because it is in warranty what happens tomorrow when the warranty expires whom do I go to.
2. A product worth 40, 000 and a brand name ‘HITACHI’ is good for nothing.
3. The non working AC has been repaired 3 times still the problem persists (NO COOLING) and in some of the reasons given by HITACHI on their site as to why HITACHI is BETTER claims clearly that:
The innovative air delivery mechanism enables spiral airflow creating a "whorl" effect ensuring no hot air pockets in the room.
MY AC WORKS WORST THAN A COOLER
4.If they cannot exchange the AC which is defected why should i keep a product worth 40, 000 which is defective and there atrocious behavior. Please help I do not want my hard earned money in vain and suffer.
5. We are middle class people and each penny is hard earned how can you be so thick ear.
6. After promising a replacement and making me a fool for one month, you can easily get away by saying it cannot be done.
7. Where is the customer in your eyes? According to me a poper and not a king.
8. Am I at fault by buying your brand?
9. Please do something :
a) Replace the defected, non working, and repaired AC, if my model is not there anymore, I am ready to pool in extra money to buy the latest model.
b) If you cannot replace it mend the AC and give me free AMC for a year/ extended warranty.
Shivangi Joshi
9873141729
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