ComplaintsforHisense USA Corp.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Hisense electric glass top range and a Hisense refrigerator on March 15, 2024 from Lowes. On June 13, 2024, while I was cooking, the glass top exploded in my face. It was not anything that I physically did to this range to cause it explode in my face. I called Lowes because I purchased a protection plan so I can get this range serviced and someone can see why it exploded in the first place. Lowes they informed me that I am still under the manufactures warranty and I need to call them. I called Hisense on Friday morning and first I was told that they were sending someone out on Monday 6/17/24. Then ****** (a supervisor) from Hisense called me on Saturday 6/15/24 to inform me that they would not be covering it because it is cosmetic damage. As I have explained to their staff, supervisors, and managers this is not a cosmetic issue this is a defective and dangerous unit. I am not understanding how this defective unit exploding in my face is a problem I am supposed to be fixing. I pointed out that you can look at the glass on the pictures to see that it blew upwards and not downwards and you can also see that the red light indicating that the stove top is hot is also on. Now due to my experience being a store manager at a ***** store and also have a degree in Criminal Justice and assisting with processing scenes that have to do glass being broken I have had to determine how glass breaks on many items. Hisense will not come fix/replace this unit. I did not ask for a refund all I want is for my stove to either be fixed or replaced. I have two small children it has now been almost a week that I have not been able to cook anything using this stove. ****** told me that ultimately they wont repair the range because it is broken and it doesn't matter how it was broken. This doesn't make any sense to me at all. I didn't break it it exploded in my face and I have been cleaning glass shards from every where around the stove.

  

  Business response

  06/19/2024

  Good afternoon, Thank you for taking the time to express your concerns. We sincerely apologize for the inconvenience this has caused. We understand this is a frustrating situation however, per the Hisense Warranty policy, this unit is out of warranty. We would be happy to provide you with referrals to service providers in your area who would be able to assist you however, you noted that you purchased a protection plan with ******. Typically extended warranties purchased through a retailer do not apply until you are deemed out of warranty by the manufacturer. As we have provided documentation stating that your unit is out of warranty, your retailer should be able to initiate warranty action on their end. We would recommend reaching out to ****** for further information regarding your extended warranty.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a refrigerator from Lowes and it failed within the warranty period. I requested warranty repairs. Hisense sent a technician to perform warranty repairs on 3 separate occasions. They were never able to repair the unit. After that, Hisense completely ghosted me. They abandoned efforts to repair the unit and left me stuck with a defective/inoperable refrigerator and have failed and/or refused to replace the unit or repair it.

  

  Business response

  06/18/2024

  Good evening,

  Hisense truly apologizes for the lack of communication and the inconvenience this has caused. We've check our system and confirmed multiple failed services and would like to offer the customer our Return Authorization program since they are still within their warranty period. The Hisense ** process involves us sending over forms to the retailer to confirm that the customer can return the unit for an exchange or refund, or however the retailer and customer sees fit. Please be advised that the customer must return the defective unit the same way it was received (i.e. delivery or self return).

  Please respond to this complaint as a confirmation and we will move forward with processing the ** request.

  Customer response

  06/18/2024

   
  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

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept. 24 2023 I purchase Hisense 40 inch tv from ******** ** work fine. Kept original package box store TV in box. The tv was never drop , hit etc. after putting in storage for 2 months. The original frame protection tape was still on tv at top. Turned tv back on now LCD screen is crack. Hisense is not standing behind warranty. The outer screen and frame shows no damage etc. Hisense reply was quote: Please bear in mind that while the outer screen may not show the crack, the inner LCD screen is broken, causing lines in the screen or bleeding. Having said, this is considered an accidental and physical damage, which is not covered under our manufacturer's warranty. As such, we are unable to repair or replace any part of this unit. If tv was drop punch kick the frame / screen should be showing damage. In my profession I am a service tech for a major appliance servicer. Also work for Best Buy and assisted service techs on TV removals. Example glass cooktop cracks we cannot tell customers it was their fault unless we can see external damage from a article falling on glass etc which shows external. smash. So how can Hisense assume this was physical damage ! Which is BS. I have had LCD displays fail on appliances internally with no signs of external damage or negligence from the consumer ! Stand behind your Warranty ! Hisense ! I will be sure to let at least 40 residental customer I service a week know about you not honoring your product every moment I get. Among having my son college football team mates also post comment on their social media !

  

  Business response

  06/18/2024

  Good evening,

  Hisense apologizes for the inconvenience this has caused. We took the time to review the images the customer attached to this complaint and unfortunately there are two visible points of impact in the upper right hand corner (see image attached) which shows when the unit is powered ON. These impact points and the curved/diagonal lines that formed are what we consider as physical damage on the inner screen, which is not covered by our manufacturer's warranty. We have included a PDF of our TV warranty card for reference (see Terms & Conditions on page 2) and we fully stand by our warranty. The customer can contact our support line at ************ for information of local technicians in their area that can individually assist with this issue. Once again, we sincerely apologize that this has happened and inconvenienced the customer.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  5/21/23 I bought Hisence air conditioner from Lowes.2 yr warenty.The remote stop working,and control panel doesnt always work.I spent 3 1/2 hrs by ******* chat,calling them,getting run around till i was finaly told remote wasnt under warenty,to call their replacement parts number.I was told it would be a $30-$40 cost.

  

  Business response

  06/14/2024

  Good afternoon,

  First and foremost, Hisense USA would like to apologize for the frustration this has caused. We can confirm that this window air conditioner does have a 2-year warranty and would like assist the customer with two options. The first would just be sending out a replacement remote once we confirm our inventory team has it in stock. We do see that the customer also stated that the control panel doesn't always work. Since the warranty is still in effect, the second option would be to submit a small appliance field destroy request in the system for either a replacement or refund depending on the stock.

  Please let us know which option is preferred so we can move forward with our warranty process.

   

  Customer response

  06/14/2024

   
  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

  06/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing this complaint is because I purchased a stove from Lowes on 4/06/24. The stove is a Hisense stainless-steel glass top Model number HBE3501CPS. The stove was $699.00 before taxes and after taxes, delivery, and power cord the total came to $823.89. Everything was ok until 5/20/24, which was 45 days after the purchased date. The stove started to trip the breaker and the top left burner stopped working. Originally, I thought the issue electrical so we replaced the breaker and outlet thinking that would solve the issue. I contacted ****** but because the stove has past the 30-day **** I had to contact Hisense since I was still under the warranty. I reached out to Hisense on 05/21/24. I let them know of the issue and they said they were going to order the parts and have a tech to come fix the stove. Since I wasn't told not to use the stove because the issue was just a burner replacement, I used it as normal but not on a daily basis. Until 5/28/24, I had placed a griddle on the stove to make breakfast. I had the stove on medium heat and while I was waiting for the griddle to warm up. I was mixing the ingredients and I get a whiff of burned plastic or something. I look over at the stove and burner was a bright fire red and the griddle had a hole where the aluminum had melted on to the burner. When I got close to turn the burner off something reacted in that burner because the glass top cracked and two sparks flew from under the griddle and landed onto my countertop and burned the countertop, if I would've had oil on the griddle, I would have had a house fire for sure. I contacted Hisense to let them know of the new issue that same day. I have called them daily asking for updates and they say they will send someone to come fix it. It's been 23 days and all I get is we are looking for someone to go fix it, but we can't replace it. At this point I would like my money back for the stove. ****** store credit would be perfect. My Hisense case tracking # H3213801.

  

  Business response

  06/14/2024

  Good afternoon,
  
  Hisense USA apologizes for the inconvenience this delay has caused. We have escalated this complaint to our quality and product safety department, and they will be reaching out to the customer directly to assist with this issue.

  Customer response

  06/14/2024

   
  Complaint: 21838215
  
  I am rejecting this response because: I am always told that someone will contact me and they never do. I have been awaiting for a supervisor and manager to call me and I haven't received a call. Hisense does not hold their word to call back. I need to be assured that I will receive a call.  
  
  Sincerely,
  
  **********************

  

  Business response

  06/18/2024

  Good afternoon,

  We do understand how frustrating it can be to be told a call will be received and it doesn't happen. We checked our system and show that someone reached out on June 17th to explain the issue in detail as well as the voided warranty decision. If the customer has any additional concerns, they can contact our Hisense support at ************.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I brought a ********** from Best Buy and the ** went out, in return Best Buy sent me a ******* Fire stick **. In December of 2023. The ******* ** started blacking out so now I had to call the Manufacturer who was Hisense ** repair at ************. First they have you to reset the ** and a few other steps and it worked for about a week, then I called back and they had a repair man to come to my Apartment and they also had a Hisense Box sent to my home first. The Repair Man's name is ***. Once *** tries to fix it and couldn't, I had to put $50 in my account for them to buy and hold on. They FEDX me another ** and once I took the broken ** back to ****** they released my $50. This issue happened 3 times to 3 different ******* **'s. The serial and Model #'s are in order (1.) January 2024, S/N: 43N23301TH04590 / MD: 43C350LU. DATED SEPT 5, 2024, (2.) April 2024, S/N: 43N23345XH00287, MD: 43C350LU, DATED NOV 6, 2023 (3.) June 2024, S/N: 43N23502YH00926, MD: 43C350LU, DATED FEB. 2, 2024. ****** the Repair Man, came to my home 3 times 2/15/24, 2/21/24 and 3/18/24 after that they stopped sending him. Now I called them about the last **, blacking out, jumping from app to antenna, volume running up and down. What I am upset about is now, they are going refund me the money I spent, but now I have to send the ** back and wait 2 weeks to be paid, now we are going to be without a ** for 2 to 3 weeks. I am a 71 year old Senior with several disabilities. I feel after everything I have been though, I should be in titled to some kind of compensation for all that I have been though.

  

  Business response

  06/13/2024

  Good afternoon,

  Hisense would first like to apologize for the inconvenience the failed service attempts has caused. We do understand how frustrating it can be to wait for refunds. Unfortunately, this is the only way we can fulfill our warranty due to stock not being available for a replacement. We have escalated this issue to our refund department to see if the check can be expedited, but cannot guarantee it being under 2 weeks. If there are any additional questions, please contact our support team at ************ and reference your case number H3162193.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The unit quit working after six months. i put complaint on line. recieved emails for more information, gavei nformaiton. said replace. but no replace. I would love help and replacement. Thank you

  

  Business response

  06/07/2024

  Good afternoon,

  Hisense USA apologizes for the delay and lack of communication of this matter. We were able to locate the original case created in 2023 (case number H2772151) about this issue and would like to assist further through this BBB complaint. Please provide the below information so we can move forward with the next steps of the unit's warranty:

  1) Best phone and email contact information
  2) Physical address of the unit's location
  3) Image of receipt showing retailer, date of purchase, and full amount paid for unit
  4) Image of the model-serial tag on unit (to confirm serial and model numbers)

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought Hisense-L5G ******** Ultra Short Throw Projector in January 2023 thru Best Buy and it's still in Manufacture Warranty. Since last month i have issues like the receiver not changing the channels frequently, the sound app on iPhone not working, Projector On/Off automatically ...etc. I called Hisense customer support, and they were not able to fix the issues over phone nor trouble shoot and get delayed in fixing the issues. The customer care told to send the shipping label so that i can send across the projector, but they failed to send the shipping label and asking further questions which is not relevant. This is not the service as a customer I expect.So, I request to send the technician in person to fix the Minor issues at the earliest.Case # H3216865

  

  Business response

  06/05/2024

  Good afternoon,

  Thank you for providing us with this information, we checked on this case and we've escalated your shipping label request. Unfortunately, we do not offer on-site services for our laser TVs, so we will have to continue with the send-in-repair process. If there are any additional questions or concerns, please contact our Hisense support at ************ and reference case number H3216865.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last week went to turn my tv on in the living room and there was no picture but there was sound. I immediately went to website to trouble shoot. I did all the things outlined and still no picture. I email on athursday the manufacturer about the issue. No response, so today Jine 3, 2024 I called customer support. I was told based on the information given it was out of warranty and it is nothing that Hisense can do. The ** was as gift for my birthday in 2022. The issue that I am having is that Hisense is knowing producing items that will barely last 1 year. The issue is common so common when you call in its the main troubleshooting point to start with. I think intentionally making a subpar product is fraud. The fact my sister wasted her hard earned money. Now it's broken any Hisense has washed thier hands of rhe situation. I think they should be fined and investigated for internationally making lemons.

  

  Business response

  06/04/2024

  Good morning, Thank you for taking the time to express your concerns. We sincerely apologize for the inconvenience this has caused and we would love to assist you. As gifted products do not often come with a receipt, we have only a 90-day warranty policy for those units. Based on the serial number, the manufacture date is in 2022. We understand your sister is unavailable at the moment, but if you are able to contact her, please have her provide you with her receipt. If the date of purchase is still within the warranty period, we will be happy to assist with setting up service for you.

  Customer response

  06/04/2024

  I have attached rhe eeciept.  The issus that I have is that Hisense is purposely making faulty products ans knows that the screens do not last more than a year.  It's the #1 issue reported online and even the canned response when calling in. I know my sister has wasted 300 bucks on a TV designed to break down a couple of months.  

  

  Business response

  06/07/2024

  Good afternoon,

  We do understand the frustration this has caused and would like to extend our apologies for this inconvenience. Also, thank you for providing the image of your receipt. Although the purchase date still puts this unit out of the 1-year warranty, we escalated this to our service department manager and would like offer you a one-time courtesy service for the "no display" issue of your television. If you would like to accept this offer, please confirm the below information so we can set you up for service:

  1) Best phone and email contact information
  2) Physical address of the TV's location

  Customer response

  06/07/2024

   
  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.
  *************************

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

  Desoto, TX 75115

  ************ 

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

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the range on 5/20/2023 from Lowes. On June 5, 2023, I had to call Hisense about a burner not working, they sent a repair man and her told us it was a faulty wire in the back where the k*** It took until 6/20/2023 to have this problem fix. Then on 5/13/2024 I was using the oven went I had a power surge come from the stove and nothing was working so I call Hisense again to let know I have an issue with the range. The repair man come out and check the power he said it was the control board and he would have to order the part. I called again on 5/31/2024 because I have been out a way to cook at home with three kids it gets to be very expensive. they told me they had one part, but they don't know where the other one is. To my understanding there only one part. I look up my incident is H3201655. and it shows the part was ordered on 5/30/2024. Also, the repair company won't answer my calls. At this point I would just like a different range.

  

  Business response

  06/04/2024

  Good morning, Thank you for taking the time to express your concerns. After checking your case, its seems one of the parts was not delivered and was reordered on 5/30. Once the service provider has received the parts, they will contact to schedule an appointment time that works for you. Please allow at least 5-7 business days for shipping and contact.

  Customer response

  06/04/2024

   
  Complaint: 21793634
  
  I am rejecting this response because:
  I have been waiting for almost a month without a range. Also I dont trust this range after hearing the noise from the range. It sounds like a buzzing and an electric drain and made my lights go dim in the house. After that, we heard a boom and the stove quit working .This is the second time this range had to be fixed within a year . I would like to exchange it for a different range at Lowes. 
  Sincerely,
  
  *********************

  

  Business response

  06/05/2024

  Good afternoon,

  Thank you for this information. We do apologize for the inconvenience this delay has caused the customer and will continue to improve inventory issues and servicing timeframes. We've decided to move forward with the customer's request and have submitted a new case in the system to complete a Return Authorization with the customer's retailer. The new case number for reference is H3240544 and the customer can contact our support team at ************ for additional updates.

  Customer response

  06/06/2024

   
  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,
  
  *********************

*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. ↩