My Complain:
I have purchased a 1.5T Window AC from "Great Western Trading Co" on 13th May and wait for 1week to install my AC.
On 18th May (Friday) at 8:00am I called directly to HITACHI customer care to install my AC (Install request Number: 12051800082) and they told me that your AC will be installed by 48hrs.
1st call:- I have waited upto Saturday evening and called again to HITACHI customer care and they responded that by Sunday 10.30am your AC must be installed.
2nd call:- I again called on Sunday 10.00am to HITACHI Customer care, and a lady told me that Sunday is not possible to install we can do it by Monday 9.30am.
3rd call:- On Monday, I called to customer care again and they told me to contact Jasur Road, Kolkata. and I called several time to them but no one picked up my call.
4th call:- Again I called to customer care on Monday and they gave me technician's GOPAL GULI's phone number and I called him and he responded like he is busy with some other stuff and disconnected my call when I asked that my case is also high priority.
5th call:- Again I called to customer care on Tuesday morning to let them know that my AC not yet installed but they told me that we will do it soon by putting my case in high priority list.
6th call:- Again I called on Tuesday evening about my status and they told me that you case will be handle soon.
7th call:- Again I called them at Tuesday 9:00pm and the same response I received from them.
By mail communication:
1) I also mailed on 05/21 to customer care: [email protected]
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"Hi All,
I am very disappointed by taking HITACHI AC. I purchased it from Great Eastern Trad.Co, Baguati (Kolkata) and I have logged a ticket on 18th May at 8.00am to install my AC and customer care told me that your request will be attended by 48hrs. but till 21st May no body from HITACHI didn't take any action for my request. During this period I called at least 10times to Customer care but they gave me Jasur Road service office number and no body picking my phone when I called them. So at last I got the technician name from Customer care like Gopal Guli and also I called to that guy and he told me that he is busy with some other stuff. So I lost my temper and asked him that "Is my AC installation is low priority? " but he replied me that he could not make any time for me.By this situation what can I do???
Also I called to customer care at 9:00 am again on 21st May and inform that I am going to install my AC from Private party. So they told me that " The 1year warranty not going to apply, if you install it by Private party.
If your Service is poor then why I will suffer? and if I install it by my own then you know that I am not satisfy with your service and why you can say that you are not going to provide the 1year warranty.
Respond me immediately otherwise I will take serious action against you.
From,
Jagabandhu Nayak
Phone# 9836180111."
Received response from Customer care executive MOHIB:
"Dear Sir,
Thank you for writing to us with regard to installation of your Window Air Conditioner.
Please accept our sincere apologies at the severe discomfort faced by you. We regret the long unresolved experience and the trouble you are undergoing in following up this matter again and again.
Our Service Center will attend to your request by 23/5 after an appointment with you.
If you need any further information, you can reach us at our Helpline number 033-35324848 anytime or just reply to this email. Our team of engineers would be glad to help you out.
Warm Regards,
Mohib
Hitachi Home & Life Solutions (India) Ltd. "
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On 23rd May evening, I have sent another one mail:
"Hi Mohib,
As per my previous mail, I have requested for installation on 18th May but still no action has been taken from your end. Today is 23rd May and your commitment for installation ends today. Now I am going to request Private party to installation my AC.
I confirmed that your commitment having no value. So I can't wait for you to install my AC till end of Summer Season.
Please consider the 1yr warranty for AC. So that I can install my AC tomorrow from my own expenses.
Request you to don't hang me any more with any other commitment. Reply back me soon.
From, Jagabandhu Nayak
Phone:9836180111"
But I didn't receive any response from them after that. What I need to do now???
Now I am planning to request Private party to install my window AC. If HITACHI Service center not provide service on time then how much time I will be wait more. and if HITACHI providing POOR service then they should not have any right to say like "They are not going to provide 1yr warranty, if I will install by Private Party". I should entitled to get 1yr warranty in this case.
Please suggest me in this regard.
Jagabandhu Nayak
BD-187, Kamal Park, Tulika Apartment,
Kestopur, Kolkata-7000101.
Email: [email protected]
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