We have an HITACHI Air Conditioner 1.5 TR, Model - RAU318KSD which we purchased from KOHINOOR, Kandivali, Mumbai on 1-May-12, vide Invoice No. KAN/601105, dt. 2-5-12.
Got a call from HITACHI Service technician, Sanjay Dhodi (74982 50120) on 10-Dec-12, Monday at about 12.10 PM willing to visit our home for routine service. Requested him to visit on next Saturday, for which he said to log a call on Helpline no. on the day before.
Accordingly, I registered a service request # 12121401107 on 14-Dec-12 (Friday), specifically requesting for a visit on 15th, Saturday. 2 service personnel visited on 15th, and found out that no cooling was taking place by the AC. Then they found that there is no gas left inside the tubings, to such an extent that even checking the leak thru’ soap solution was not possible. They checked up the AC Installation report and found out that one technician named Sajid had done the faulty installation on 10-May-12. Then they left assuring that some other technician would visit on next Monday, 17th to do the refilling.
No one turned up till 20th, i.e. Thursday. When I called up the HITACHI Dial-a-care, I came to know that the earlier service call was already closed. Ms Neeta who attended the call, advised me to log a fresh service request for next Saturday, i.e. 22nd, vide no. 12122001753. I specifically requested her to note that I wanted the service positively on 22nd.
On 22nd Dec’12, Saturday morning, I again called up the Customer Care No., and requested to ensure service on that day itself, and accordingly I stayed home all throughout, but no one from HITACHI turned up, nor even bothered to inform so over phone. I tried to contact even the Service Centre No. 022-32208169 / 70, at least 4-5 times, but either these were coming engaged, or as no reply.
On 25th Dec’12 being a holiday, I dialed the Customer Care again, when the customer executive apologized, and assured that he is logging a escalation request for ensuring prompt service.
26th & 27th Dec, no one contacted from HITACHI. On 28th, Thursday, one technician (74982 49336) called up my mobile no. around 2.10 PM and informed that he would visit within a hour.
He reported around 3.30 PM and asked my wife for papers on the AC. She showed him the duly signed Warranty Certificate, clearly indicating the date of sale. However, he insisted on having a photocopy of the Invoice, which my wife could not locate it immediately. I was at office when the technician spoke to me on my mobile, and asked for the bill copy, telling further that the earlier technician must have informed me on this during his last visit. I said no and informed him that Warranty Status of the machine could also be confirmed by him from HITACHI service centre, and therefore requested him to complete the long pending service first, and collect the invoice copy on next day, if it was so necessary. However, he said that it was their rule and that he required to collect the invoice Xerox copy, before rendering service!!! Finally, he left the place without doing anything.
What a superb service HITACHI is rendering!! Instead of rectifying an installation defect as promptly as possible, it made the customer to log another complaint after 6 days for the same service, and then again make the customer wait for 8 more days to come back, and asking for a Xerox copy of the invoice, before even attempt to repair the same!!
Request authorities concerned in HITACHI to reward the concerned technicians and Service Manager magnanimously, so that they can make HITACHI a truly trusted name in the field!!
No wonder, why people still prefer the good old VOLTAS.
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