ComplaintsforHisense USA Corp.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2/12/2024 date of purchase and delivered on 2/19/2024. We purchased a Hisense 13.6 cu. ft. Garage Ready Frost Free Convertible Upright Freezer from ****** for $529.99 which provides a 2 year manufacturing warranty. The Hisense refrigerator/freezer went out, stopped cooling, on 8/28/202 causing me to loose several hundreds of dollars of food due to spoilage. I called ****** and was told that I could no longer return to the store because I had past their 90 day return policy and advised me to reach out to Hisense for warranty repair. I called Hisense om 8/28/2024 and a case(H3387444) was created to have a technician, from **** Appliances, come out which they did on 8/30/24. The technician performed some troubleshooting with Hisense technical team over the phone and determined that some parts needed to be replaced. I had to purchase another freezer ($329) while I waited for the repair of my NEW Hisense freezer. The technician return with the parts on 9/6/2024 and replaced the parts, which did resolve the issue with the freezer cooling but now the open door alarm was not work. Hisense suggestion that the part be replaced, and the technician would return on 9/16/2024 to replaced that part. The technician replaced the part and the door alarm is now working. An hour after the technician left, the freezer stopped cooling and the exterior of the unit was extremely hot to touch. I called Hisense back and we agreed to unplug the unit to prevent any fires and they would order more parts to be replaced, creating new case H3419324. This brings me to today 9/23/2024, almost a month and still no freezer. I called the ******************************** and they still have not received the parts from Hisense. I called Hisense back again and was told that someone would reach out to me, but I still have not heard anything. I want a refund or a new unit, because this unit must be defective, but most of all I need communication with Hisense. Please HELP!!!!

  

  Business response

  09/24/2024

  Good afternoon,
  
  Hisense USA apologizes for the inconvenience this service delay has been causing the customer. After reviewing the provided case number, we have decided to move forward with submitting this case for a Return Authorization back to the retailer. Please allow 48 hours for this authorization to be processed and sent over to ******. The customer will then be notified of how to complete the next steps with the retailer. Once the ** is processed, the customer will be able to return the unit to the retailer for an exchange, credit, or refund (this is determined by ******). Please be advised that the unit will need to be returned the same way it was received, so if the customer had it delivered, they will need to arrange a pickup directly with the retailer.
  
  If there are any additional concerns or questions, please reach out to Hisense customer support at ************ and reference case number H3419324.

  Customer response

  09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I just hope that I dont have any issue with the return to Costco.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Hisense refrigerator from Lowes in May 2023. My refrigerator has stopped cooling. Called Hisense support on September 16, 2024 and was given case H3417401. I submitted receipts and a picture of my refrigerator model name as requested, and I was told I would be called in 48 hours to confirm the appointment time, which was scheduled for September 20, 2024. I can see the parts have been received through my case. I contacted the number and emailed the repair company that was provided within the case. The phone number was ************, which goes directly to a voicemail. I left a message a few different times now, without response. I also emailed the repair company at ****************************** to which I have not received a response. I called Hisense back on September 20, 2024 to get an update. I was told by **** they could escalate the case to allow until Monday, September 23 to receive an update. I have tried calling several times today and now it says they will send me to a live agent and then just hangs up. Their customer service department is incompetent at this point. I cannot continue to go without a refrigerator, not to mention all the food that I lost due to the appliance failing. I need a replacement refrigerator if they don't intend to make good on the repair.

  

  Business response

  09/24/2024

  Good afternoon,
  
  Hisense USA apologizes for the inconvenience this service delay has been causing the customer. After reviewing the provided case number, we have decided to move forward with submitting this case for a Return Authorization back to the retailer. Please allow 48 hours for this authorization to be processed and sent over to ******. The customer will then be notified of how to complete the next steps with the retailer. Once the ** is processed, the customer will be able to return the unit to the retailer for an exchange, credit, or refund (this is determined by the retailer). Please be advised that the unit will need to be returned the same way it was received, so if the customer had it delivered, they will need to arrange a pickup directly with the retailer.
  
  If there are any additional concerns or questions, please reach out to Hisense customer support at ************ and reference case number H3417401.

  Customer response

  09/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Within 2 months of purchasing our brand new Hisense fridge with a warranty, we started having problems. Below is a timeline of the issues we've had with our fridge (due to no fault of our own), and proof of Hisense's incompetence and horrible customer service/communication throughout the entire situation:7/31: Freezer died, we submitted a ticket with Hisense. We were told the earliest a tech could come out would be a week 8/6: Hisense finally schedules a tech to come look at fridge 8/9: Tech comes, apparently doesnt have the right parts, leaves. Has to reschedule, which takes another week 8/16: Tech comes back, fixes fridge 8/29: Our fridge fully stopped working (both fridge and freezer), so we submit a new ticket 9/6: The same technician came back, told us us Hisense sent him a part that was irrelevant to our fridge's issue. The tech demanded Hisense find us a different service company to come out with the right part so we could have our issue resolved quicker. He leaves, nothing is resolved 9/17: First available date the new tech could come. Showed up with no part or context about our situation because Hisense did not communicate. Found out the part we needed was sent to ***********, ** instead of our location in *********, **. The tech also said he was not even licensed to work with the specific refrigerant our fridge uses. He left, nothing was resolved 9/20: Hisense calls and says they are overnighting the part we need. We get a call from a new service company a couple hours later to schedule appointment. 10 minutes after that, they called back to let us know that Hisense cancelled our ticket so we would need them to re-open it before they can schedule us for service. Weve called Hisense multiple times before and since to get our ticket reopened and get an automated hang up message every time, leaving us with no way of getting a resolution We are at a loss - this timeline doesn't even account for all of the emails we've sent that received no response.

  

  Business response

  09/21/2024

  
  Good afternoon,
  
  Hisense USA apologizes for the inconvenience this service delay and lack of communication has caused the customer. After reviewing the customer's information and cases in our system, we have decided to move forward with submitting this case for a Return Authorization back to the retailer. Please allow 48 hours for the authorization to be processed and sent over to ******. The customer will then be notified of how to complete the next steps with the retailer. Once the ** is processed, the customer will be able to return the unit to the retailer for an exchange, credit, or refund (this is determined by the retailer). Please be advised that the unit will need to be returned the same way it was received, so if the customer had it delivered, they will need to arrange a pickup directly with the retailer.
  
  If there are any additional concerns or questions, please reach out to Hisense customer support at ************ and reference case number H3390981-1.

  Customer response

  09/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  3/25/23 date of purchase. We bought the extended warranty. The hisense refrigerato/freezer has broken down 3 times. First t wo times the freezer went out and we lost alot of food. The 3rd time, the refrigerator went out and we lost, again alot of food . They repared the freezer twice, but we have been without a fefrigerato for 6 weeks. We have had to buy a great amount of ice but can't much in it. Very inconvenient!!! Have had to spend alot of money on take out. I have reached out to them several time an get no response..THis was purchased but they no longer will help us We have to communicate with ********.THe case #is *******.

  

  Business response

  09/16/2024

  Good afternoon,

  Hisense USA apologizes for the inconvenience this service delay has been causing the customer. After reviewing the provided case number, we have decided to move forward with submitting this case for a Return Authorization back to the retailer. Please allow 48 hours for this authorization to be processed and sent over to ******. The customer will then be notified of how to complete the next steps with the retailer. Once the ** is processed, the customer will be able to return the unit to the retailer for an exchange, credit, or refund (this is determined by the retailer). Please be advised that the unit will need to be returned the same way it was received, so if the customer had it delivered, they will need to arrange a pickup directly with the retailer.

  If there are any additional concerns or questions, please reach out to Hisense customer support at ************ and reference case number H3387722.

  Customer response

  09/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/31/2024 I purchased a television at *******. While inside the store I tried to return the television to purchase a bigger size *************** customer service person told me I had to wait 24hrs. The associate help me put the television in my truck. I returned to the store to return the television. The associate opened up the box and it wasn't the correct television inside the box. A Walmart coach by the name of ***** told me I had to contact the manufacturer because the box was sealed. I myself explained to him and one of his associates that the television was just purchased from the store, the box never was open, how is this my problem and secondly it's unfair I have to do this when the store has cameras and I didn't leave the store after purchasing it.

  

  Business response

  09/10/2024

  Good afternoon,

  Hisense USA would like to extend our apologies for the inconvenience the customer has experienced. Unfortunately, this is an issue that the customer needs to solve with their local ******* retailer.

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 05/01/23 bought Hisense HRB171N6BSE refrigerator with icemaker. Reported to Hisense icemaker not working(incident#H2636036. The local service man came twice to fix it but it is still not working and it is nearly impossible to reach the service repairman. Another incident # was given to us: H2622262 June *******. There is a 2year warranty expiring 05/01/25 . The service man already changed the icemaker but still not working. WHt should I do ?

  

  Business response

  09/03/2024

  Good afternoon,

  Hisense apologizes for the inconvenience this is causing the customer. We've reviewed our service call system and see that we've attempted to troubleshoot and service this unit multiple times. Since the customer is still within warranty, we'd like to move forward with processing a Return Authorization for this unit. Please respond to this complaint with the following information:

  1) Image of proof of purchase
  2) Image of model and serial stickers in unit
  3) Physical address of where unit is located

   

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a portable ** unit on June 6 2024 From Lowes and exactly on August 5 2024 I started having major issues with The unit. I had to have an electrician come to my house because the unit blew out the power of half of my house. The electrician assured me it was the ** unit that something was wrong with it internally. Sure enough once the power was fixed the ** continued giving me issues. It wouldnt turn on for longer than 10 seconds, the vent would not open by itself, all the lights would turn on and the temperature of the room would just blink on and off for several minutes before just turning off completely. I tried contacting Hisense first on 8/6 they said someone would be coming to my house to fix it. On 8/12 they sent an email requesting me to complete an exchange/ refund form and take pictures of the cut power cord. Luckily I didnt cut the power cord when directed to because I called the next day to follow up before taking pictures and the woman on the phone told me there was miscommunication and that a service tech would be coming to my house on 8/22. She said 8/21 I would receive a call to let me know what time. So by end of day 8/21 I called them because I still hadnt heard anything. Hisense tells me oh never mind they dont have anyone in my area so I need to complete the exchange/refund form they sent me the previous week. Why did no one call me to tell me this? So basically I could have just completed the refund form days prior to get the ball rolling. So I fill out the form, cut the power cord as directed, send all the pictures on 8/22. 8/26 I still havent heard anything so I called to follow up. Hisense tells me they received everything and it will be 3 to 5 business days until I hear from someone? Problem is they told me on 8/22 it would be 3 to 5 business days. Now its 8/31 I still have not heard from anyone. I have been w/o ** since 8/5 Im afraid they are trying to prolong this until Im out of the manufactures warranty. Please help me

  

  Business response

  09/03/2024

  Good afternoon,

  Hisense USA apologizes for the inconvenience this delay and lack of communication has caused the customer. We've reviewed the case for this unit and can confirm that our field destroy team attempted to reach out to the customer to advise that a refund will be processed due to the unit being out of stock. If there are additional questions or concerns regarding this update, please reach out to Hisense support directly at ************ and reference case number H3375875.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put based a hose set tv on October 6th 2023 at a cost of $287.88 from costco.The TV began having issues in March of 2024. A few days later it just died.After several attempts to ask ****** for a solution ****** refered me to the manufacturer, Hisense.After contacting Hisense the company decided by reviewing photos of the TV that there was damage done by some sort of an accident or abuse to the TV, I can assure you no such damage was done to the TV and whatever caused it to malfunction is some sort of an internal failure.I hope this issue can be resolved through the BBB, otherwise my next step would be legal action. I know the cost of the TV isn't high - but the principal is important to me and I intend to follow this through.

  

  Business response

  08/31/2024

  
  Good afternoon, Thank you for taking the time to express your concerns. We sincerely apologize for the inconvenience this has caused. We have reviewed your recent warranty claim for your unit, and after careful evaluation of the issue and images provided, our technical team has determined that the unit is in fact out of warranty due to physical damage. We see you have been advised of this multiple times so we will attempt to explain how we have come to this conclusion.
  
  We understand it may not be clear when the unit is turned off as typically the outer layer of the screen is still smooth. However, this is due to the fact that the outer layer of the tv screen is not glass but rather a hard plastic. This means that when the screen is impacted, whether on purpose or accidentally, it is possible the inner LCD panel can crack without showing any signs of impact to the outer layer and only showing the damage when the unit is turned on. An example of this is how one can have a broken bone without any tear in the skin because our skin is malleable enough to allow enough pressure to break the bone without tearing itself.
  
  As you may have noticed, the warranty policy only covers technical damage. This can be seen with vertical and horizontal lines on the screen when turned on. Occasionally these lines are accompanied and caused by diagonal/curved lines as seen on your unit along the right side of the screen. These are always an indicator of physical damage no matter how large or small. While we cannot speculate how this damage happened, we know there is damage nonetheless and it is not technical damage. Therefore, the unit is deemed to be out of warranty and that is our final conclusion.

  Customer response

  09/05/2024

   
  Complaint: 22219846
  
  I am rejecting this response because:
  Your assessment that there was a physical damage done to the TV is wrong. There was no impact or damage of any kind to this TV. In the middle of watching TV we began seeing vertical stripes. This deteriorated - it wasn't a sudden thing. See photos taken in May of this year. I'm attaching screenshots from my phone so you can see the date in May. As we did the diagnostic procedure with ******* it deteriorated and at some point we just saw the lines on the right. Once again, we are 2 adults living here and no impact or any damage done to the TV - it began as we were watching TV and nothing impacted the TV while watching.

  Again, I hope in the spirit of good customer support you can replace this TV. If your final decision is to reject my request please know that my next steps will be to first share my experience on my social media, and my many followers, and then I'll start a small claims court claim in my local town.

  Respectfully, I do not intend to just let this go.

  I hope we can come to a satisfactory solution,

  Sincerely,
  
  *********************

  

  Business response

  09/06/2024

  Good evening,
  
  We do apologize for the frustration and inconvenience this issue has caused. As previously stated, the images provided by the customer have been reviewed repeatedly, and Hisense will stand by our decision regarding the unit being out of warranty due to physical damage on the inner LCD screen of the TV.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a very expensive Hisense L9G projector online. The item was received totally new in box and was a US product. Within a year the projector started to have burned out pixels which greatly affected the viewing quality. When I attempted to contact Hisense for warranty repair they stated that there was nothing they would do because the projector was not sold from a licensed dealer. This is despite the fact that the item was purchased totally new. Even after requesting any additional help they could provide they denied further consideration.

  

  Business response

  08/30/2024

  Good morning,

  We've received your complaint and reviewed the phone call communication case and files regarding the customer's initial request. We do apologize for the inconvenience but after reviewing the notes and completing a second escalation, we still stand by our initial decision deeming the unit out of warranty due to it being purchased from a company that is not on our authorized dealer list.

  Our manufacturer warranty does state that Hisense USA only warrants units that are "shipped in its original container and sold or distributed in the ************* and *********** by an authorized Hisense dealer." The customer purchased this product through a company called Coolbeens via **** which is not an authorized Hisense dealer. We highly suggest the customer contact the dealer directly to assist with any troubleshooting issues for this unit.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a hisense french door refrigerator from lowes on july 9th ***************************************************** it. after 3 days of calling i was able to talk to someone a repair man came out on july 19th 2024 and fixed it they had sent him the parts. august 10th , 18 days ago it went out again, a repair man from *****'s appliance repair was to contact me no phone call from him i called him twice and he has never returned my calls. i called hisense on friday the 23rd they said give them 24 hours, monday the 26th they know the parts went to the appliance repair person give them 24 hours, tuesday the 27th it is still being looked into 24 hours, today wednesday the 28th they have not been able to fully look into it give them 24 hours they will get back with me as soon as possible. i need my refrigerator now. 18 days is a long time i need a direct answer not 24 hours

  

  Business response

  08/30/2024

  Good morning,

  Hisense USA apologizes for the delay in our response as well as the inconvenience this has caused the customer. Since receiving the complaint, this issue regarding the service delay was escalated to our field service manager and provider dispatch team. Due to this escalation and delay in service, on August 29th, we submitted the customer's case for a Return Authorization back to the retailer. Once this is processed a member from our service team will provide detailed instructions on how to return the unit back to the customer's retailer for an exchange, refund, or store credit (this decision is handled by the retailer). 

  Once again, we'd like to extend our apologies to the customer for this matter. If there are any additional concerns or questions, we ask that the customer reach out to ********************** support at ************ and reference case number 
  H3363754.

  Customer response

  08/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩