Complain Details

Pathetic customer service

Category : Home Appliances
Company / Product Name : Hitachi Home and Life Solutions
Complaint : I am posting the issues I am facing to get my Hitachi Air conditioner installed through Hitachi Service. I am pasting the same email I wrote to some unknown email addresses as they do not provide any contact details for addressing customer grievances.

I have read reviews by others about same issue at complaintsboard.com and consumercourt.in but I though that those may be rare cases. But trust me – it is REAL and genuine problem with Hitachi Customer care. So please I would request to beware of buying any Hitachi product in India, unless you have lots of extra cash to shell out for servicing and repairing from private vendors.

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Hi,

I do not know who will be receiving this email and what is your responsibilities. But in last 7 days I came to know that this company is running automatically.

I have bought a HITACHI AC from ezone store at Shipra Mall, Indirapuram, after waiting for 18 days to get my product delivered. This delay was not a problem as I was pre informed and aware about is because they (ezone) does not had the required model in stock.

The actual problem began when I finally got it delivered at my doorstep. They told me that the installation will be done by Hitachi service centre and they have already registered an installation request. They also confirmed me that it will be installed within 48 hours as confirmed by the Hitachi customer service. I started waiting for 2 days to get a call from service personnel. Now the problem began…

After two days when I did not got a call for installation, I contacted eZone store and they gave me the reference number for the installation request and phone number of Hitachi customer care. So that I can follow up myself.

Installation request Registration number: 11033000910
Registration date: 30 March 2011.

So I contacted the customer care and they told me that it should have been done till now. And they will again remind the technicians and ask them to do this as soon as possible.

So far so good…

Now when I did not got a call till next day evening, then I again contacted the service centre and voila I got the same response again. They also assured me that it will be done today evening or tomorrow morning.

I again waited impatiently and when I again did not got a call till next day evening then I called the customer service again and to my surprise they again gave me same response – that they will contact the technicians and ask them to do my installation on urgent basis.

And at last today when My patience has started breaking I called them again and asked – If there is any responsible person who looks after this customer service division they did not gave me any numbers. Instead he gave me number of service centre at Noida, which is – 0120 3140071.

Now I again called up this number, first they do not know how to talk to a person. Then after telling them 3 times that I have already called the toll free and registered an installation request on 30 March. He told me to call back after some time so that he can check the status of the request.

So the current status is that I am waiting for last 5 days to get my AC installed which I bought after getting finance from Future money as I can not afford to buy expensive AC via full down payment. I was very happy that using the finance scheme finally I was able to buy a great AC like Hiatchi. But now I know that Voltas is much better then your International brand. God must have helped me when I decided to go for the second one I bought a Voltas and it got installed the next day without me making any phone calls and taking unnecessary tension.

I am contacting the eZone to take it back if possible. I will never ever recommend Hitachi to any one.

Unsatisfied Customer,
Rajendra

Updated at 04 April 2011: I am still waiting for my AC to get installed. Added to that when I called there corporate office in Okhla to lodge a complaint to some responsible person. Then the person who picked the phone again gave me the number of customer service centre in Noida and asked to call there. He was not ready to listen what problem I am facing and why I have called them. Pathetic.
Posted by on Jan 01, 1970 05:30:00, views: 1468

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User Comments

I have also purchased a Hitachi Window AC, and the service was quite satisfactory. Yes in the installation they took a few extra days, but the quality of service was good.

And to my surprise today they called me themselves and asked to do a dry service and AC checkup so that when we start it in the coming season then it works as required and no need to call them. This is a good experience for me.

Posted by Rajendra on Jan 01, 1970 05:30:00