| Name of Complainant | |
| Date of Complaint | May 24, 2023 |
| Name(s) of companies complained against | Hitachi |
| Category of complaint | Utilities |
| Permanent link of complaint | Right click to copy link |
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I am writing to express my extreme dissatisfaction and formally lodge a complaint regarding the Hitachi Inverter Ref R-VG660PND3-GGR (2D 601L) refrigerator, which I purchased on October 24, 2018. Despite numerous issues with the appliance since its purchase, including a design defect causing imbalance and a faulty door leading to severe cooling problems, my complaints have been met with ineffective resolutions and inadequate service from Hitachi.
To provide a timeline of the issue, in 2019, I registered a complaint and a Hitachi field officer visited my residence in Rishikesh. Unfortunately, the officer failed to resolve the issue and informed me that specific parts needed to be ordered for repair. Since then, there has been no further communication from Hitachi or the field agent, and the technician’s attempts to fix the problem only caused further damage to the refrigerator. I have attached the original complaint and follow-up correspondence for your reference.
Recently, on May 11, 2023, I lodged another complaint (complaint no. 23051105384) regarding the same persisting issue. A Hitachi technician visited my home on May 13, 2023, but demonstrated a complete lack of competence in addressing the problem. In fact, the technician attempted to hammer the base of the refrigerator, which I prevented due to a prior negative experience with a Hitachi technician. As a result, the bottom door of the refrigerator now hangs without closing properly. I have attached photographs illustrating the deplorable condition of the appliance.
Furthermore, the technician suggested replacing the bottom door at an exorbitant cost of 35,000 INR. It is wholly unacceptable for me to bear this expense, as the issue is clearly a manufacturing defect that was further aggravated by the actions of your technician.
Despite escalating the matter to level 3, I received a customer support call where the representative expressed understanding of my problem but offered no hope for resolution. Subsequently, there was no communication for an extended period. When contacted by a vendor, who offered a 40% discount on replacing the door, he displayed a lack of empathy and failed to comprehend my problem.
The condition of the refrigerator continues to deteriorate, and I am extremely frustrated and disappointed with the abysmal level of service provided by Hitachi. Therefore, I kindly request your immediate attention to this matter and a prompt resolution. I seek your assistance in rectifying this situation and ensuring that I receive the necessary repairs or a suitable replacement for my defective refrigerator.
I have complete faith in the consumer court’s commitment to protecting consumer rights, and I hope for a fair and just resolution to this issue. I trust that you will take swift action in addressing my complaint and holding Hitachi accountable for their substandard product and service. Thank you for your attention to this matter. I look forward to your prompt response and resolution.
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