Defect in product complain as was not able to get a resolution from Hitachi

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Jago Grahak Jago Complain ID : JGJN039497   4   Complaint's Reply

Refrigerator Complaint  Complaint Date : July 10, 2019
  • State :  Haryana
  • City :  Gurgaon
  • Address: DLF Regal Garden, F 172, Sector 90, Gurugram -122505

I have to Register this complain as was not able to get a resolution from Hitachi on this. Pls note my complaint was closed thrice w/o any discussions or confirmation at my end.

My Complain numbers are 19062603893 ,19070109334 & 1970904329. The first complaint was registered on 23d June. Complain description is as follows:-

- The refrigerator front door Glass got shattered w/o any external influence or Damage caused. They’re was a cracker noise in the afternoon and the glass broke from inside in pieces. Pls note there was no impact from outside or any damage due to external hit vouched by Hitachi service engineer who visited. The glass was broken from the inner side and front is intact as it is.

I asked the reason from service engg as there was not a pinch of hit from outside due to which glass could have broken down.He stated it could be some internal defect or may be some internal heat generated which could have caused the glass to get punchered. He spoked to somebody shared pic on whatsapp and confirmed me that door would be replaced.

Post this a call was received from Hitachi service center that total expense of replacement needs to be borne by me. The total cost stated was Rs28,000/- . I asked 2 questions :-
- How this is a consumer defect – NO ANSWER was provided
- How this is justified that on a 80K model for a glass replacement I need to pay a enormous sum of 28K. Is this logical at customer end where he don’t stand at fault. Pls note the call was disconnected by saying speak to customer care.

Hitachi being a Brand was not able to validate the issue and they are putting the burden on consumers w/o any valid reasoning provided. The refrigerator is in Warranty & if this is not consumer fault then the glass needs to be replaced.

Looking for a resolution from this forum.
Details attached with Invoice copy.

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Defect in product complain as was not able to get a resolution from Hitachi Defect in product complain as was not able to get a resolution from Hitachi

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    Defect in product

    Dear Ramnik,

    We deeply regret the inconvenience you had. We have notified this to our concerned team and one of our representatives will be in touch soon to assist you with this.

    Regards,
    Team Hitachi

    July 17, 2019 Team Hitachi