Dear Hitachi

I am from Kolkata. I have 6 Hitachi split AC’s of various capacities, all covered under AMC. Scheduled visits by the Service Provider have not taken place since 01.03.14 during which time 7 visits (@once every 4 mths) should have been made. The service provider could not be contacted. Their number has ceased to exist. Even after sending the mail below on 4th Nov 2015, no service has taken place. I contacted customer care today mid day and one Mr. Supriyo Banerjee., Service Team Leader, with no understanding of what was wrong. Mr. Banerjee on the other hand questioned me from which dealer I had purchased and suggested that it was a problem with the choice of dealer, which indirectly insinuated that it was my fault. Not once did he accept that the OEM Hitachi would ensure such things would not happen again and or apologise for the callousness of the service provider. He was alo unable to understand why the OEM should monitor the performance of the outsourced service provider. In short he denied any responsibility of Hitachi.

I am a very busy person with many official responsibilities and do not have the time to engage in such trivia. That is why I believe in quality for which I am willing to pay a premium. That is why I chose Hitachi. But now I think it was the wrong choice..

I would like to receive
a) an official apology from the Regional Head of Hitachi re this abject failure of a company of Hitachi’s repute and an assurance that such things would not happen again.
b) a prorata refund of AMC charges for the 6 AC’s for the 7 service visits that were not performed
c) an assurance that hence forth service would be provided by Hitachi and not a 3rd party vendor.
d) an assurance that customer support would pay greater heed to complaints and service performance will be systematically monitored by Hitachi as a closed loop system.

I have marked a copy to the consumer redressal forum of India and to my lawyer, since I have taken this matter very seriously and would like to ensure that the grievance is redressed and customers are not cheated henceforth.

Regards and better performance for the New Year

Lokesh K Ray