- Product with manufacturing defect delivered and not being replace ^Closed

Avik Aggarwal filed this complaint against Hitachi on Jul 09, 2020

Resolution Demanded:
Refund
Replaced

Writing you as a concerned customer of Hitachi Split AC, model number RMB***ABXA, bought on Dec **, **** and was installed on Jan **, ****.
When used for the first time in May last week, it didnt work at all. Since then we have been following up with the Installation Vendor, AS Enterprises (Authorised Service Provider Hitachi, Sector ** Noida), AC Vendor R. K. Digital World (**, Khanna Market, Lodhi Colony), and Hitachi Area Sales Manager RAVINDER YADAV, Sector ** Noida, Hitachi.

Our experience with Hitachi has been extremely disappointing and nontrustworthy at all.

On reporting the issue, first, the installation vendor (visits after ** days of complaint) tells that there is Gas leakage (this process iterates for *-* times). On June *, again complaint is lodged and the same process starts with all kinds of excuses.

On June **, Ateek Ali, Hitachi Engineer certifies that the product needs to be replaced as there is a manufacturing defect in the products and there was no gas leakage or cleaning required as informed by prior engineers.

Since then Hitachi engineers have been asking for model descriptions pictures (as attached on the product along with bar codes) and the same has been provided * times and there have been numerous calls spread across June ** - today (number of calls **) and till date, we don't see a clear solution to this.

Also, please note this issue has been going on since May last week to date.

On July *, Ravi Singh Rajput, Hitachi Transport & Stock manager, Noida, informed us that they have ordered for the wrong model for a replacement. Please note, this happened even after providing model descriptions pictures twice in past days.

Even after communicating concerns over email to Hitachi, there has been no seriousness in the actions taken by Hitachi to resolve the issue, which is a big RED FLAG on Hitachi's part.

I feel extremely disappointed to write all these events in customer court as this issue should have been handled by Hitachi more professionally and at a lower level but since we have been going back-n-forth for close to ** days now, We have to escalate this matter to India MD on Linkedin but to no avail.

Mr Ravinder Yadav informed us that it might take another * days for the replacement product to be transported to Noida location. It's very concerning that in this high-temperature weather, if the customer cannot use a product that he bought after spending INR **,***, its really of * value and is, honestly, just a waste of money & time and nothing else, literally ZERO value.

Honestly, Hitachi's post-sales service has been upsetting and pathetic in replacement and responsiveness terms and I would certainly not recommend the same to any of my connections.

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