ConsumerCase Hitachi

BEFORE THE DISTRICT CONSUMER DISPUTES REDRESSAL FORUM, South-West Delhi

Consumer Dispute Case No. ........./2012 <Year of filing>

A petition under Section -11 of Consumer Protection Act and

In the matter of :

Mr. Mohd Azeem Khan S/O Mohd Saleem Khan <89, First Floor, Suraj Apartment, Pl Prahladpur , New Delhi> ..... Complainant

Vs.

1. Managing Director, M/s Hitachi Home & Life Solution (India) Ltd., <9th Floor, Abhijeet ,Mithakhali Six Roads ,Ahmedabad : 380 006 > ..... Opposite Parties

2. Proprietor, M/s Summer Aircon ., <J36 A, ground Floor, Lajpatnagar Part 2, New Delhi -110024 > ..... Opposite Parties

To Hon'ble President and Members of District Forum <South West Delhi>

May it please your honours :

This complaint petition is being filed on behalf of Mr. Mohd Azeem Khan, <89, First Floor, Suraj Apartment, Pl Prahladpur , New Delhi >, referred hereafter as Complainant, and is as follows :

1.0 That this complaint Petition is being filed under Sec. 2 (1)(b)(i) of the Consumer Protection Act.

2.1 That the Opposite Party No. 1 is the manufacturer of 'Hitachi' brand Home Air Conditioners and other products for residential and commercial use, 1. (Description about the O.P)

2.1 That the opposite party No. 2 is engaged in the business of selling Consumer durables like Air Conditioners, Refrigerator, TV, etc. to the public for a consideration, apart from other activities.

(Narration of the incident)

3.1 That on 5th June 2011 (date of purchase), the complainant purchased one 'Hitachi' brand Window AC RAV 518ERD, 1.5 Ton (Details about the equipment purchased) manufactured by O.P. No. 1 from the show room of O.P. No. 2, vide Cash memo No...(Invoice No 241 , Book No 05 , Dated 5.6.2011), a photocopy of the said document is furnished at Annexure - I.

3.2 That the Air Conditioner (AC) abruptly stopped functioning (Showing Error E9 on Display) on 3rd July 2012 (when) and the matter was immediately reported to O.P. No. 2 and O.P. 2 has asked me to register the complaint on Customer Care Number of O.P. 1. As per his advice the complaint has been registered on 3rd July 2012 with customer care of O.P. 1 and my request number is 12070300862. A photocopy of the emaCare Department is furnished at Annexure - II.

3.3 On 8 May 2012 , I have also requested for Free Wet Service with Customer Care department at O.P. 1 . The service person taken out the AC Unit , brought it to bathroom where he has poured water on AC Unit . When I have asked him he said

A photo of the AC clearly visible wires outside is furnished at Annexure - III.

3.4 The same day on completion of service I have mentioned dissatisfied on their job sheet for free service of O.P. 1 , signed by me. (Recorded in O.P. 1 Job sheet of 8 May 2011)

3.5 That the Complainant immediately reported the matter to O.P. No. 1 and also complained to O.P. No. 2. (Furnish important relevant documents.)

3.6 I have made reminder for my faulty AC successively on 5 July 2012 to Customer Care Department , on 7th July I have sent a reminder and request to M/S Shivam authorized service provider of O.P. 1 . email is furnished at Annexure - IV.

3.7 I have also tried to contact Mr Varghese Joseph , Vice President Sales of O.P.1 via email on his personal email id [email protected] email is furnished at Annexure - V.

3.7 That the O.P. No. 1 did not bother to honour my service request till date the Complainant is suffering due to non-availability of the ACs.

4.0 That the O.P.s had supplied defective good and they have to make good the losses suffered by the complainant.

mailto:[email protected]

PRAYER

In view of the submissions contained in the preceding paragraphs, the complainant most respectfully prays to the Hon'ble Forum to direct the Opposite Parties to :

(a) refund the cost of the Air Conditioner (Ac Unit) , Rs. 28815 along with 18 % interest ; (b) pay a sum of Rs. 90,000/- towards the physical strain and mental agony suffered by the complainant and his family members (compensation) ; and (c) pay a sum of Rs. 1,000/- towards cost of this petition (Cost) ;

for which act of kindness, the complainant shall, as is duty bound, ever pray. Signature (X) Mohd Azeem Khan Complainant

Azeem Khan <[email protected]>

Complaint regarding RAV 518 ERD (1.5 Ton Window AC)

[email protected] <[email protected]> Wed, Jul 4, 2012 at 5:48 PMTo: Azeem Khan <[email protected]>

Dear Sir,

Thank you for writing to us.

We have your request number as 12070300862. Your complaint is under process. OurService Center will attend to your request at earliest.

In the meantime, if you need our help, you can reach us at our Helpline number011-35324848 anytime or just reply to this email. Our team of engineers would be glad tohelp you out.

Warm Regards,AlakHitachi Home & Life Solutions (India) Ltd.


07/03/2012 12:13 PM

To [email protected]

cc

Subject Complaint regarding RAV 518 ERD (1.5 Ton Window AC)

Dear Manager Customer Care ,

This is advocate Azeem Khan , I have bought a window AC RAV 518 ERD on 5 June2011 ,From Hitachi Home Lajpatnagar Part 2, New Delhi . Recently I got it serviced viaHitechi Authorized Service provider . They have simply taken out the whole unit andwashed it by pouring water on the ac unit . When I have asked them ,they told me this ishow the service is done . being a layman , I have to keep quite as they are theauthorized by Hitachi . Now after that service within a month or so I am getting error E9 ,I have called on customer care number 07930414747 . I was briefed by the executive topay Rs 350 for the visit charges and extra for the part change .

I hereby like to understand what is the meaning of error E9 which displaying on my AC .I also want to complain that my last service was not done properly as I was promised by

Gmail - Complaint regarding RAV 518 ERD (1.5 Ton Window AC) https://mail.google.com/mail/u/0/?ui=2&ik=7e466e50f4&view=pt&s...

1 of 2 7/11/2012 11:12 AM

mailto:<[email protected]>






Hitachi Dealer for two free of cost service . which is not been performed as perstandards and thus there is a fault in my ac unit .

I hereby request you to get my unit rectified under the warranty . I will not pay for thepart or for the visit.

Regards

Mohd Azeem KhanGSM : +91-9999039922Skype : baba_azeem


2 of 2 7/11/2012 11:12 AM


Poor Service Marks -Site Issues

Azeem Khan <[email protected]> Tue, Jul 3, 2012 at 6:12 PMTo: [email protected]

Dear Manager ,

As per my last two mails please find the attached pics . I hereby like to highlight the kind of service done tomy ac last time , Please that the service guys havent close the unit properly .I hope these pics will help you to improvise your service standards as a brand .

Regards


3 attachments

IMG-20120703-00486.jpg285K

IMG-20120703-00483.jpg55K

Gmail - Poor Service Marks -Site Issues https://mail.google.com/mail/u/0/?ui=2&ik=7e466e50f4&view=pt&s...

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IMG-20120703-00485.jpg42K

Gmail - Poor Service Marks -Site Issues https://mail.google.com/mail/u/0/?ui=2&ik=7e466e50f4&view=pt&s...

2 of 2 7/11/2012 11:14 AM


Complaint regarding RAV 518 ERD (1.5 Ton Window AC)

Azeem Khan <[email protected]> Thu, Jul 5, 2012 at 6:37 PMTo: [email protected]

Dear Manager ;

Now It has been more than 48 hrs : No one has contacted me or visitedmy residence for the repair of my AC :REGARDS

On 7/4/12, [email protected] <[email protected]> wrote:> Dear Sir,>> Thank you for writing to us.>> We have your request number as 12070300862. Your complaint is under> process. Our Service Center will attend to your request at earliest.>> In the meantime, if you need our help, you can reach us at our Helpline> number 011-35324848 anytime or just reply to this email. Our team of> engineers would be glad to help you out.>>> Warm Regards,> Alak> Hitachi Home & Life Solutions (India) Ltd.>>>>> Azeem Khan <[email protected]>> 07/03/2012 12:13 PM>> To> [email protected]> cc>> Subject> Complaint regarding RAV 518 ERD (1.5 Ton Window AC)>>>>>>> Dear Manager Customer Care ,>> This is advocate Azeem Khan , I have bought a window AC RAV 518 ERD on 5> June 2011 ,From Hitachi Home Lajpatnagar Part 2, New Delhi . Recently I


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> got it serviced via Hitechi Authorized Service provider . They have simply> taken out the whole unit and washed it by pouring water on the ac unit .> When I have asked them ,they told me this is how the service is done .> being a layman , I have to keep quite as they are the authorized by> Hitachi . Now after that service within a month or so I am getting error> E9 , I have called on customer care number 07930414747 . I was briefed by> the executive to pay Rs 350 for the visit charges and extra for the part> change .>> I hereby like to understand what is the meaning of error E9 which> displaying on my AC . I also want to complain that my last service was not> done properly as I was promised by Hitachi Dealer for two free of cost> service . which is not been performed as per standards and thus there is a> fault in my ac unit .>> I hereby request you to get my unit rectified under the warranty . I will> not pay for the part or for the visit.>> Regards>> Mohd Azeem Khan> GSM : +91-9999039922> Skype : baba_azeem>>

--Mohd Azeem KhanGSM : +91-9999039922Skype : baba_azeem


2 of 2 7/11/2012 11:17 AM


Notice -From Advocate Azeem Khan

Azeem Khan <[email protected]> Sat, Jul 7, 2012 at 12:29 PMTo: [email protected]

Dear Manager Customer Care ,M/S Shivam Group,Badarpur New Delhi

This is advocate Azeem Khan , I have bought a window AC RAV 518 ERD on 5 June 2011 ,From HitachiHome Lajpatnagar Part 2, New Delhi . Recently I got it serviced via Hitechi Authorized Service provider MsShivam as per Hitachi Records on 8 May 2012. They have simply taken out the whole unit and washed it bypouring water on the ac unit . When I have asked them ,they told me this is how the service is done . being alayman , I have to keep quite as they are the authorized by Hitachi .

The people who came to service my Ac was not professional , they are inexperienced people . Even theydont know how to close the unit .

Now after that service within a month or so I am getting error E9 , I have called on customer care number07930414747 .

I hereby put a blame of in accurate service , lack of experience and breach of contract with HItachi so I amgoing to lodge an complaint in consumer court . I also request you to check my job sheet dated on 8 May.The executive from Shivam knowingly done the services in wrong manner and thats why these problemhappened.

I hereby like to understand what is the meaning of error E9 which displaying on my AC . I also want tocomplain that my last service was not done properly as I was promised by Hitachi Dealer for two free ofcost service . which is not been performed as per standards and thus there is a fault in my ac unit . I wasbriefed by the executive to pay Rs 350 for the visit charges and extra for the part change . I am not going topay any visit charges and part replacement charges for the same . Please reply us before monday 9 July2012 else it will be too late .

I am also forwarding you the pictures which support to my statements .

RegardsAzeem Khan---------- Forwarded message ----------From: Azeem Khan <[email protected]>Date: Tue, Jul 3, 2012 at 12:13 PMSubject: Complaint regarding RAV 518 ERD (1.5 Ton Window AC)To: [email protected]


This is advocate Azeem Khan , I have bought a window AC RAV 518 ERD on 5 June 2011 ,From HitachiHome Lajpatnagar Part 2, New Delhi . Recently I got it serviced via Hitechi Authorized Service provider .They have simply taken out the whole unit and washed it by pouring water on the ac unit . When I haveasked them ,they told me this is how the service is done . being a layman , I have to keep quite as they are

Gmail - Notice -From Advocate Azeem Khan https://mail.google.com/mail/u/0/?ui=2&ik=7e466e50f4&view=pt&s...

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the authorized by Hitachi . Now after that service within a month or so I am getting error E9 , I have calledon customer care number 07930414747 . I was briefed by the executive to pay Rs 350 for the visit chargesand extra for the part change .

I hereby like to understand what is the meaning of error E9 which displaying on my AC . I also want tocomplain that my last service was not done properly as I was promised by Hitachi Dealer for two free ofcost service . which is not been performed as per standards and thus there is a fault in my ac unit .

I hereby request you to get my unit rectified under the warranty . I will not pay for the part or for the visit.

Regards


3 attachments

IMG-20120703-00486.jpg285K

IMG-20120703-00483.jpg55K

IMG-20120703-00485.jpg42K

Gmail - Notice -From Advocate Azeem Khan https://mail.google.com/mail/u/0/?ui=2&ik=7e466e50f4&view=pt&s...

2 of 2 7/11/2012 11:18 AM


Important Notice For Request Number 12070300862

Azeem Khan <[email protected]> Fri, Jul 6, 2012 at 4:42 PMTo: [email protected]


This has reference with the said request number of 12070300862 from Mohd Azeem Khan (myself) issuedby Hitachi . After so much follow up with Hitachi . Your service person didnt turned up till now . I have alsotried to talk with your local service agent or partner Shivam .But there is no response till now .

Just to put everything on record for future and legal case . Please note I am fade up with Brand Hitachi andits services .I think Hitachi consider itself as a super-brand and doesn't care about its customers any more .

Well as I never got a proper response after several reminders . So today I am putting brand HItachi onNegative list and starting a webpage name I_Hate_Hitachi on facebook . I will post all the communicationand other shortfall of Hitachi Services on this webpage . I will try to bring all the dissatisfied customers ofHitachi on this platform and my target to achive 500 members or likes and together we will educate thepeople not to buy Hitachi and its products anymore as Hitachi have a very low quality products and doesnthave a proper support system .

https://www.facebook.com/IHateHitachi

Further more based on our last communication , please note I am going to file a suite against Hitachi inconsumer court on 9 July 2012 . Its a last chance for Hitachi to get my Ac rectified else we will see you inthe court of law.

Looking forward to hear from you .


On Thu, Jul 5, 2012 at 6:37 PM, Azeem Khan <[email protected]> wrote:Dear Manager ;

Now It has been more than 48 hrs : No one has contacted me or visitedmy residence for the repair of my AC :REGARDS

On 7/4/12, [email protected] <[email protected]> wrote:> Dear Sir,>> Thank you for writing to us.>> We have your request number as 12070300862. Your complaint is under> process. Our Service Center will attend to your request at earliest.>

Gmail - Important Notice For Request Number 12070300862 https://mail.google.com/mail/u/0/?ui=2&ik=7e466e50f4&view=pt&s...

1 of 3 7/11/2012 11:19 AM




https://www.facebook.com/IHateHitachi




> In the meantime, if you need our help, you can reach us at our Helpline> number 011-35324848 anytime or just reply to this email. Our team of> engineers would be glad to help you out.>>> Warm Regards,> Alak> Hitachi Home & Life Solutions (India) Ltd.>>>>> Azeem Khan <[email protected]>> 07/03/2012 12:13 PM>> To> [email protected]> cc>> Subject> Complaint regarding RAV 518 ERD (1.5 Ton Window AC)>>>>>>> Dear Manager Customer Care ,>> This is advocate Azeem Khan , I have bought a window AC RAV 518 ERD on 5> June 2011 ,From Hitachi Home Lajpatnagar Part 2, New Delhi . Recently I> got it serviced via Hitechi Authorized Service provider . They have simply> taken out the whole unit and washed it by pouring water on the ac unit .> When I have asked them ,they told me this is how the service is done .> being a layman , I have to keep quite as they are the authorized by> Hitachi . Now after that service within a month or so I am getting error> E9 , I have called on customer care number 07930414747 . I was briefed by> the executive to pay Rs 350 for the visit charges and extra for the part> change .>> I hereby like to understand what is the meaning of error E9 which> displaying on my AC . I also want to complain that my last service was not> done properly as I was promised by Hitachi Dealer for two free of cost> service . which is not been performed as per standards and thus there is a> fault in my ac unit .>> I hereby request you to get my unit rectified under the warranty . I will> not pay for the part or for the visit.>> Regards>> Mohd Azeem Khan> GSM : +91-9999039922> Skype : baba_azeem>


2 of 3 7/11/2012 11:19 AM



>

--Mohd Azeem KhanGSM : +91-9999039922Skype : baba_azeem


3 of 3 7/11/2012 11:19 AM


Request From Azeem Khan

Azeem Khan <[email protected]> Sun, Jul 8, 2012 at 6:42 PMTo: [email protected]

Dear Mr Varghese Joseph ,

Good Evening,

I am writing you this mail with my last hope with Hitachi Home & Life Solution India Ltd. As far as its concernwith you I dont know 'Are you the right person' .Still I am hopeful that you can look into this issue .

1) My Window AC 1.5 ton started displaying error E9 since 3 July . I registered the complaint the same dayagainst complaint number 12070300862 . My AC is out of warranty now.

2) But on 8 may I have requested for my second free service and the service man come fromHitachi authorized service center in Badarpur. They have not done the service proper ,eventhey havenot closed the unit in proper manner . Please see the attached pics .

After several request first of no one visited my place neither I have got any proper responsefrom Customer Care . They only say that some one will visit by today .... but now its morethan 5 days . No One even bothered to call me or visit my place .

last day I have sent a Notice to local service provider M/S Shivam . I have asked for seniorcustomer care managers details , the customer care guys never co-operated with me .

It is my request to you to look into this issue. And ask your local service provider to fix theerror as he has not done that when my unit was under warranty .

RegardsAzeem Khan+919999039922

3 attachments

IMG-20120703-00486.jpg285K

Gmail - Request From Azeem Khan https://mail.google.com/mail/u/0/?ui=2&ik=7e466e50f4&view=pt&s...

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IMG-20120703-00483.jpg55K

IMG-20120703-00485.jpg42K

Gmail - Request From Azeem Khan https://mail.google.com/mail/u/0/?ui=2&ik=7e466e50f4&view=pt&s...

2 of 2 7/11/2012 11:20 AM

ConsumerCase Hitachi

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