Consumer Redressal

I have a Comprehensive contract signed with Hitachi for AMC of 1 ton AC machine. The contract number is MUM2/CAMC/658 dated 12/9/2012 and expiring on 11/9/2013 and i have paid Rs. 3033/- for the same.. Pl. note the following : 1) I have been taking a comprehensive AMC for last 10+ years and there have been no issues with my machine. 2) In August 2013 , i made a complain to Hitachi Helpdesk (Request no. 13082600491). saying that ALL the \"manual\" buttons used to operate the AC manually (for temp control, changing mode etc) were not working. Also that my a/c remote was not working properly. This was causing a lot of problems as i could use the AC only on one MODE , at one temp set and at one fan setting. A technician visited my house and advised that my machine being of old model, he will check if the buttons/switches were available in stock for replacement. He also checked the remote and said it needed replacement . 3) After that , no one responded and I got an SMS saying my Request no. 13082600491had been closed. I again called service centre and once again opened a ticket (Request No. 13082600875) on 28th Aug 2013. Another technician visited and informed the same thing. He applied some tape on the Remote control (saying spring was loose) and said the remote would work temporarily but needed replacement. And again that he would check for the buttons in stock. I asked him to also check if new remote could be available. He returned the next day with a new remote asking for around Rs. 800/-. When i asked about the buttons, he had no answer. So i refused to take the new remote as first my AC should be in working condition manually. So he left. To my surprise , the ticket (Request No. 13082600875) was closed once again . 5) I once again called the Service centre and asked them to re-open it. They raised yet another request (Request 13083000951) on 29th August 2013. THIS TICKET IS OPEN TILL DATE. I asked them in the mail ----> Pl. let ,me know what can be done. If i have a comprehensive contract, i expect that the buttons/switches to be replaced. If Hitachi says they don\'t have such buttons/switches, THEN WHY DID YOU SIGN THE COMPREHENSIVE CONTRACT????? . I also wrote to them saying \"I need an immediate solution or else i will forced to take action with required authorities. \" I wrote the above in a complaint mail and sent it to \" customercare@hitachi-hli.com \" on 4th September 2013 AS MY AMC CONTRACT WOULD EXPIRE on 11th September. The below mail was sent to me by their Customer care on 5th Sep 2013: =========================== To: Firoze Wadia <firoze.wadia@tcs.com> From: customercare@hitachi-hli.com Date: 09/05/2013 12:21PM Subject: Re - Hitachi Customer Service - 13083000951 Dear Mr Wadia, Greetings for the day !! We acknowledge the receipt of your e-mail. We apologize for the inconvenience caused due to the non performance of the unit. We have generated the request for the same and is assigned to the concerned at – Mumbai Office The field team from Mumbai Office shall attend and resolve your complaint shortly. The Service Request number is – 13083000951 Please note the same and quote for future reference. In case of any queries/clarifications please feel free to get in touch with us on 022-35324848. Assuring the best of the services. Machine Details: Model :RAA12CP8 Model Desc. :1.0T LOGICOOL I With Warm regards, Team Hitachi ========================= I waited for 2 more days and no one responded. I called Custtomer desk once again and they told me to call up the Mumbai Branch - Service Centre in West region. The person said he had seen my complain. He said that I WAS LUCKY MY A/C WAS RUNNING FOR 10 YEARS. AND HE SAID HE COULD NOT HELP ME. Now my contract has expired. Every year Hitachi would run for my contract. This time they have not even called me. Please Help.