ComplaintsforHisense USA Corp.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brand new ac unit went out in 3 mths contacted them sent pics an receipt was told be delivered in 4 to 6 days on day 18 now an can't get customer service or anyone except animated call!!!

  

  Business response

  08/09/2024

  Good afternoon,

  Hisense USA would like to apologize for the back and forth communication attempts the customer has experienced. The case has been reviewed and we see that the customer was originally processed to receive an exchange, but we are out of stock of the unit and have processed the customer for a refund. Our system shows the customer was advised of the refund on August 8th. Please allow 2-4 weeks for refund processing and delivery. If there are any additional concerns, the customer can contact ********************** support at ************ and reference their case number H3329740.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a window AC unit 08/02/2023 from Lowes. On 07/09/2024 my Ac unit was having an issue, turning off by itself. I called the company with my receipt and was advised someone would call me back case H3297743. 07/15/2024 call from Hisense they are sending a replacement, allow 3-5 days for the new unit. 07/18/2024 rcvd VM stating they are issuing a refund they do not have the unit in stock. Fast forward to 08/06/2024, Call stating they needed to verify my address for the refund to be mailed to. I called 08/07/2024 to ask for status, and was advised the refund check was mailed 07/30/2024. Today 08/07/2024 I rcvd a text stating I must cut the cord. I called and was advised by the manager ******, they will not send a refund, until I cut the cord. I have health issues, live in *******, and I am not able to cut the cord, and wait 2 weeks for a refund check. What is the point of a warranty if I have no other options? I CAN NOT cut the cord, even tho it goes off at times, it turns back on, and due to my HEALTH related issues, i can not be w/out AC. I am asking kindly for resolution to my issue please. Being elderly, living in ******* with temps over 100 plus humidity everyday is challenge with AC, not w.out.I never asked for a refund, I only want my unit to work, Send me a new unit, please

  

  Business response

  08/09/2024

  Good afternoon,

  Hisense USA apologizes for the delay in this matter. This customer's issue was escalated to service management and they have approved to process the refund without the customer cutting the cord due to their mentioned health-related issues. If the customer has additional questions or concerns with this matter, please reach out to Hisense support at ************ and reference case number H3297743.

  Customer response

  08/09/2024

   
  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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Television last year in November. The device stopped working last month and I filed a warranty claim with Hisense and I included pictures of the *** purchase receipt and my contact information.They responded requesting pictures of the tv and contact information.I sent again the requested and explained I already sent it in the first email.They reply requesting receipt of payment and pictures of tv when is OFF I sent the requested They didnt reply for days I emailed them asking if there was any further action They reply asking for pictures of the tv and if I can press input I reply saying the tv doesnt work and when I press input nothing happens and I rent a picture of the blue screen They didnt reply for days I message them with Hello?They reply asking for the address where the tv is again I reply with the information requested and I told them I already sent this information multiple times and to please process my warranty request.They now asked if the tv was used for commercial or residential purposes I replied saying it was residential and in my bedroom They sent me troubleshooting instructions I did everything and I did it before I contacted them and tv still doesnt work, I told them that.They havent responded for 5 days.This claim was originally filed July 10th.I need help dealing with this issue because they are not being serious and just asking for the same thing again and again. I want them to replace or repair my tv. The incident number is H3304245

  

  Business response

  08/09/2024

  Good afternoon,

  Hisense USA would first like to apologize for the inconvenience this delay has caused, but we thank you for providing us with all of the information needed to assist. We've reviewed the initial case, ** images, and email thread and have determined that this is a panel defect and will be processing this unit under our Tech Direct Panel Destroy program. This process involves a technician scratching out the ** panel and harvesting the parts to de-warrant the unit. Once we receive images from the technician confirming the panel has been destroyed we will then process the customer for an exchange or refund based on our stock availability. 

  A technician will be reaching out to the customer tentatively in 2-4 business days to confirm a date and time for the service appointment. If there are any additional questions or concerns, the customer can contact our ********************** support line at ************ and reference new case number H3356086.

  Customer response

  08/15/2024

   
  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.
  They sent a technician to destroy the ** and I am waiting on the new tv to arrive or Hisense to contact me to arrange delivery. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Hisense ** 08/10/21 from Amazon and also purchased a 4 Yr warranty with *********** My ** ahs been having issues, so ******* sent out ** repair men who replaced every part in my ** including the motherboard. after still having problems and getting error messages, the repair men came back out and said it was a software issue. stating I should get a hold of Hisense and they should replace my **. I Hisense first 3 reps tried to help me and kept escalating my case to someone else. I was emailed a link from one tech to download new software after he looked up my version. I followed instructions to put save to a *** and install on my **. the file was a zip and in a PKG format. saving with FAT32 per directions. directions said to unzip before saving to *** . I have two unzip apps but nothing would unzip the file, so I saved a copy without unzipping and called Hisense. there tech told me to load the *** and install with what I saved that it wouldn't hurt anything. It still wouldn't load and when we tried to look nn the ** for the software version it no longer said and had like time numbers. I asked if they could unzip the files onto a *** and send me. She said , she wasn't sure if they could. That she would escalate it and call me back. (I'm not asking for a new **, only help with their corrupt, or bad software)When she called she said they were going to send me an email stating I was beyond my 1 yr. warranty and that letter should be all I needed for Asurion to replace my **. I asked what if they don't and was given a text link to contact her back if I had problems. When I contacted ******* they said that software was not covered in my plan. That it was on Hisense. I tried texting the link from the Hisense tech twice but received no answer. Hisense now keeps saying I'm out of warranty and I have to pay for a ** tech to come out and load my software. My Smart ** does have an auto update, which says, up to date. Every time I turn my ** on I get different errors

  

  Business response

  08/08/2024

  Good afternoon,

  Hisense apologizes for the inconvenience this has caused. We've reviewed provided documents, system cases, and emails from the customer and understand how frustrating this can be. Unfortunately, because this unit is out of warranty, we cannot provide any additional assistance with this issue from what we've already given. We escalated the software issue to our team and they confirmed that the software file is able to be downloaded, unzipped, and extracted as instructions suggest from our website link below.

  ****************************************************************************************************************

  Our warehouse inventory has been checked and we no longer have USB drives to send out to customers. If the customer's extended warranty with Asurian Co.is still valid, we recommend receiving mainboard repair assistance from them as well. Once again we do apologize for this inconvenience and hope the customer can get assistance with their extended warranty.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The internal speakers on the ** set simply quit working and all posted troubleshooting has been tried multiple times. I reached out to the company's service department and initially receive some replies although often they ask for information that had already been provided. Then they simply have not responded at all for some period of time and no resolution seems to be going forward. Would like for them to exchange the ** for one that works since it's problems developed just outside the 30-day window to return it to the ******* store and it does have a 1-year warranty.

  

  Business response

  08/08/2024

  Good afternoon,

  We apologize for the inconvenience this delay and repetitive communication has caused the customer. We have reviewed all provided images and documents and can confirm that the customer is still within our manufacturer's warranty. Our warranty policy does require attempts to service the unit before providing any exchanges. We've created a service request case in our system and a member of our Tier 2 Support team will be reaching out in ***** business hours to discuss the unit's speaker issue to ensure the correct parts are serviced. If there are any additional questions or concerns, please contact Hisense support at ************ and reference case number H3353448.

  Customer response

  08/08/2024

   
  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

  08/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was supposed to get a $200 *** store gift card. I only received $50. I spent weeks contacting Best Buy who sent me to Hisense who sent me to Opia.com without answer. I am owed the full $200 gift card (if not 10 hours of compensation for time spent tracking this down).Purchase Date: 2024-05-22 Order Number: BBY01-806938286269 Total paid: $2518.74 TV Model: Hisense U76N *** gift card promised: $200 *** gift card received: $50 Hisense (in partnership with Best Buy and Opia.com) owe me $150 and possibly compensation for 10 hours of calling, messaging, and emailing, Best Buy, Hisense, and Opia repeatedly without resolution. This has the makings of a scam in plain sight.

  

  Business response

  08/06/2024

  Good afternoon,

  Thank you for taking the time to express your concerns. We sincerely apologize for the inconvenience. We have contacted our Claims and ********************* and they were able to confirm there was an error in your fulfillment. Please see below for two URLs for $75 each totaling $150.

  NBA Store $75 e-Gift Card Promo *******************************************************************
  NBA Store $75 e-Gift Card Promo *******************************************************************

  Customer response

  08/06/2024

   
  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

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The original machine malfunctioned. They sent a replacement which was never delivered. The package was supposed to be signed for. There are no pictures or signature just typed in fdoor. I was told they would investigate this and reach out within 72 business hours. We are now nearly 3 weeks and I have not been contacted. I have called twice and told they have no update and are still investigating.

  

  Business response

  08/05/2024

  Good morning, Thank you for taking the time to express your concerns. We sincerely apologize for the inconvenience. Currently, on our end, the information we have as to the whereabouts of the package is the same as you: confirmation of receipt via the tracking updates on the ***** website. We recommend reporting this package as missing and starting a claim through *****. Another suggestion would be to check with management at you apartment complex in the event the package was delivered to the main office. Please let us know if you have any further questions.

  Customer response

  08/05/2024

   
  Complaint: 22074316
  
  I am rejecting this response because: I have already reported the package to ***** they said to contact the business. I have checked with the management at the complex and they haven't received it. 
  
  Sincerely,
  
  *********************

  

  Business response

  08/08/2024

  Good afternoon,

  We do apologize for this inconvenience. We've escalated this to our field service/destroy team for the next steps and they have advised that a refund will be processed instead of an exchange to ensure this won't happen again. Please be advised that the refund process can tentatively take 2-4 weeks for processing and delivery. If there are any additional questions or concerns, please do not hesitate to contact Hisense support at ************ and reference case number H3279923.

  Customer response

  08/08/2024

   
  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

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the stove and it had a gas leak on install. **** a hisense rep said that he would send a part out and would reinstate the manufacture warranty once the part was installed by a tech from a list of companies that he provided. I did so. a few days later we used the oven for the first time and it caught fire shortly after turning it on. I reached back out and **** from hisense and he said that they wont take responsibility since it happened after the tech installed the part and that it should be cover under the techs insurance. the tech from prompt appliance said that the stove needs to be completely replaced and that the part was installed correctly. I have reached no resolution with either hisense or prompt appliance. Either way, this is the company that hisense gave me to install the part. if the company that hisense tells me to use cannot install the part correctly; like hisense is saying. They should resolve the issue by refunding me and work to recover they money/ rethink who they recommend to fix their appliances.

  

  Business response

  08/06/2024

  Good afternoon, Thank you for taking the time to express your concerns. We sincerely apologize for the inconvenience. After reviewing your case, it seems you have already been advised that your unit is out of warranty due to physical damage as well as concerns with the work that was done by the service provider should be covered by the service provider's insurance. 

  We understand that this is not the outcome you were hoping for, and we regret any inconvenience this may cause. While we cannot offer a repair under our warranty, if you purchased an extended warranty through your retailer, you may speak with them regarding their extended warranty process.
  
  Please let us know if you have any questions or if there is anything else we can assist you with. We value your business and hope to continue serving your needs in the future.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Hisense fridge/freezer from Lowes on June 8th and it was delivered on June 10th, and it worked for just about 30 days and stopped working. Once it stopped working I requested an ** number, per Lowes direction to get the unit swapped out. I contacted Hisense and was told this was not an option and that they would need to send out a technician. The file was opened on 07/17 after numerous calls and attempts to discuss this failure. The work order was then finally put in place on 07/19. I was given the contact for a technician and the parts were then ordered. I contacted the technician and they did not know anything about my repair. Upon receipt of the parts, which was on 07/26, I called again and they had a little more information. The technician made an appearance to repair today, 07/30. He was there for 5 minutes stating that the company ordered and sent the wrong parts and that the unit is more than likely unrepairable. I called the Hisense office with this information and again requested an ** number for replacement to which I was again denied. I am requesting the ** to rid myself of this unit which has already rotted my food and left us without a fridge for multiple weeks.

  

  Business response

  08/05/2024

  Good morning,

  Thank you for taking the time to express your concerns. We sincerely apologize for the inconvenience. We have reached out the technician and confirmed your unit does have a freon leak. We will be providing ****** with a Return Authorization. Once this is processed the retailer will contact you to process a refund or an exchange at their discretion. Please note, the process of returning the unit will be the same method that was used to transport the unit to your home originally, e.g. if ****** delivered it, ****** would pick it up. Please let us know if you have any further questions.

  Customer response

  08/05/2024

   
  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

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Hisense refrigerator. It does not stay cool and leaks water. I lade my first call to them on 4/30/24 and my issue is still not resolved as of today 7/27/24. I have called no less than 30 times and have talked to several agents that assure me that I will receive a call back and I never do. They have supposedly assigned three different companies to my case and every time I call each one of these companies theyre saying that no they will not do the case and that I need to take it up with Hisense. All the while I have not had a working refrigerator in 3 months. The company refuses to communicate and is running me in circles. At this point I would like to reimbursed for the cost of the refrigerator so that Incan purchase a nee one as well as the cost of having to purchase food daily for 3 months because the refrigerator does not work. They do not communicate and have been lying to me for 3 months about fixing my refrigerator that is still under warranty. I want my money back and reimbursement for food expenses.

  

  Business response

  07/30/2024

  Good afternoon,

  Hisense USA would first like to apologize for the inconvenience and frustration this delay in service has caused. The service call request has been reviewed and we see the customer spoke with a ********************** support agent on Monday July 29th regarding their case status and was advised to contact the service provider FIX APPLIANCE SERVICES LLC at ************ to schedule their service appointment. We have also escalated this issue to the Hisense field service manager and provider dispatch for a more concrete update.

  Customer response

  07/30/2024

   
  Complaint: 22053708
  
  I am rejecting this response because:

  I spoke to the business Hisense referenced on Monday and they said that Hisense did not approve the company to come out. I talked to Hisense and they are talking in the same circles as they have been since 4/30. There is no estimated date on when my refrigerator will be fixed. They HAVe NOT  reached out to me and my refrigerator is still broken 3 months later. As I stated I want to be reimbursed for having to purchase food daily and to be reimbursed for my refrigerator or have it replaced. I will be having my lawyer contact Hisense. 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/30/2024

  Hello,

  First we'd like to thank you for providing this update. We did have our servicing team reach out to another service provider in the customer's area but unfortunately they did not have an R600 technician on hand to provide proper service. The customer's case is now being processed for a Return Authorization. Please allow ***** hours for this authorization to be sent over to the retailer of the unit. Once the authorization is processed the customer will be able to reach out to the retailer and return the defective unit back to them for an exchange or refund (this is at the discretion of the retailer). If there are any additional questions or concerns, please contact Hisense support at ************ and reference case number H3308167.

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