[Resolved]  Hitachi Home & Life Solutions India [Hhli] — Poor service support & quality of hitachi air-conditioners

Address: Chennai

Dear Sir/Madam,

Reference is made to the call numbers [protected] & [protected] towards breakdown requests of the Hitachi Air-Conditioners 1.0 TON inverter split AC with Model No. RAPG311HEEA (both units).

These were purchased during March 2022 along with two other Hitachi inverter ACs & Installation completed at our residence on 25.06.2022. The units were installed after duly raising installation request with Hitachi & was done by SEVEN STAR AIR CONDITION, a Hitachi authorised service provider from Chennai (GSTN: 33ACJPF3250G1Z2). As our residence was a newly constructed property, the ACs were not in use till 29th August 2022 and were only run weekly once to keep it in good condition.

On 29th August 2022, one of the Air conditioners stopped giving cooling & the very next day the other one did not switch on (breaker switch tripping whenever AC was switched on. We immediately raised a complaint with Hitachi vide aforementioned service numbers & the technician visited and said that Unit 1 there was a leak in the condenser coil & refrigerant was totally empty. The PCB in the second unit was faulty hence the breaker switch was tripping.

After following up with the technician, Seven Star Office, Hitachi Service Head in Chennai Mr. Srinivasan, they assured to rectify both ACs.
Unit 1 was taken to their warehouse on 05.09.2022 & arresting the coil leak & refilling the refrigerant. For Unit 2 they arrived with another PCB on 06.09.2022 & checked the coil sensor, wiring but again it was not working. Today (07.09.2022) the AC technician came along with Hitachi direct service expert Mr. Venugopal, and tried with a 2nd PCB, still the compressor was not starting. It is to be noted that the first unit which was taken on 05.09.2022 we were told that it will take one more week for which we suspect parts might have been interchanged and the AC may cause problems at a later date.

Going by the above sequence of events, it is evident that totally faulty machines have been sold to customers who are buying Hitachi products for the good brand reputation which they have built in the market.

We would also like to inform you that we have purchased Hitachi branded window ACs from 2012 onwards and only due to the good performance we decided to go ahead with the brand this time also. Going by the recent events, we are totally upset with the brand and the kind of service support given. Infact during one of the days, the service technician of Seven Star tried to remove the PCB of the other two ACs which are in running condition and which we denied. This clearly shows the lack of knowledge of the technicians who simply want to close the complaint calls and move on to the next one.

We kindly request Hitachi Team to arrange replacement for both the units through similar model / latest model as we have lost trust in these service technicians & their service quality and are afraid that both the units can cause problems in the future also.

You may kindly investigate this matter and resolve the issue for us once for all by replacing the faulty units with new ones so that our hassles don't continue.

Looking forward to a positive response from your end.

Thanks and Regards,

Krishnacharan. D