Aug 22, 2013 09:16 AM
129077 Views
I bought two 1.5 ton split ACs from Hitachi, Hitachi ACE Follow Me, on 16 Apr 13. I was blessed with its installation after 4 days after many phone calls. The installation took 12 hrs for two ACs when the required holes in the wall were already there for the pipes. Thank god for small mercies, else it would have been one in a day.
It took another 25 days for the company to send someone to give a demo, of course by that time one had learnt everything from the manual and could teach a thing or two to the guy who came to give the demonstration.
The guy came on 15 May 13 for demo in the evening. That time one could see the up down louver of 1 of the ACs was not closing properly and not moving either, so the gentleman who came for the demo inspected and brought to my notice the louver was broken (in less than a month of installation) from the end where it gets its drive. When he was told that the indoor unit is installed way out of the reach of all the residents of the house he agreed that it needs to be replaced under warranty.
The complaint No 13051602332 was lodged on 16 May 13. Since then my interaction with customer service has been as under, without any repair being undertaken:
23 May 13 – 1730 hrs – Neha
24 May 13 – 1745 hrs – Sandeep
27 May 13 – 0845 hrs – Barkha
30 May 13 – 1010 hrs – Akshaye
31 May 13 – 1315 hrs – Barkha
01 Jun 13 – 1355 hrs – Chirag
03 Jun 13 – 1150 hrs – Chirag
04 Jun 13 – 1525 hrs – Amit
The only advantage of doing this was I could lodged the complaint regarding the same problem in the 2nd AC also in the same call on 30 May 13, complaint no 13053000321.
On the 04 Jun 13 the I was told me that the complaint has been pending for lack of customer appointment. Is this possible when the customer himself is calling every day? Yes possibly only in companies with poor service ethos.
The company immediately lodged a fresh complaint on my behalf and issued me complaint no so that the long pending issue can be buried.
The breakages in newly installed machines only point to poor quality materials being used and evidently, poor after sales installation and service only suggests that the product is not worth considering and one wonders if the 5 Star Rating sticker can be taken at its face value or not. Now one understands that Follow Me the model name actually means Chase Us.
The issue got resolved on 15 Jun 13, through replacement of the swing blade. However, the same part gave way again on 16 Aug 13 and a complaint was lodged promptly o the same day. The company after 4 days automatically closed the complaint without any feed back if the issue has been resolved or not. A text message was sent stating if it has not been done please lodge your complaint again.
Please feel free to get back to me to find out when the issue finally was attended to, though I will try and keep this space updated.
