ComplaintsforHisense USA Corp.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new TV and it broke within a few weeks. I've filed a warranty claim and reached out repeatedly but continue to be spun around in circles rather than them actually providing a replacement or repair.

  

  Business response

  07/27/2024

  Good morning, Thank you for taking the time to express your concerns. We sincerely apologize for the inconvenience. Upon reviewing your case, we see that technician has been dispatched but was unable to perform a repair service as the unit was not in a workable area. The television must be inside of a home with access to power and an adult must be present for the duration of the appointment. Please be sure to move the unit indoors so that we may service it.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Tv under warranty and they will not fix it. They put me on long holds, schedule repair appointments no one shows up for- horrible company

  

  Business response

  07/27/2024

  Good morning, Thank you for taking the time to express your concerns. We sincerely apologize for the inconvenience. We see that you have recently sent in a copy of your proof of purchase and we would love so set up your unit for a service repair. In order to facilitate that, please provide full screen images (showing all 4 corners) of the ** powered ON and OFF so that we can determine the proper servicing for this unit. Please also confirm whether this unit is being used in a residential, commercial, or government building.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased their refrigerator from Lowes on May 13, 2024. It is a refrigerator with the freezer on the bottom, no ice maker. Approximately 33 days after it was delivered the drawer of the freezer broke. The bearings feel out of the slide mechanism I contacted Hisense sent all documents they ordered parts and had them sent to my house. This took a couple of weeks. Once parts were delivered they sent a phone number to call for service. I did, and was told I was outside their service area. I've tried to contact Hisense numerous times to resolve this and get my product fixed. But no matter how many times a day I call or what time of day I am on hold until a recording tells me "due to circumstances beyond our control we can't take your call at this time" the paperwork that came with the product states that if on site service is not available Hisense will replace the product with a new or refurbished product of equal or greater value. I want a fully functional refrigerator that is all. I know to many this was a very reasonably priced product, but my husband is a disabled cancer survivor and on disability so this was actually a very expensive purchase for us.

  

  Business response

  07/26/2024

  Good afternoon,

  Hisense apologizes for the inconvenience this issue has caused the customer. After reviewing our servicing system, we do see that our support team has advised the customer that they have began the Return Authorization process for this unit on July 25th. Please review the below communication sent to customer via text: 

  To our valued customer, thank you for contacting ********************** Customer Support. This is to advise that we are unavailable to complete the repairs on your unit. As a result of this we have issued a Return-Authorization to ****** store# ****. Once we sent the Return Authorization (**) to ******, please be aware that they require a minimum of 48 business hours to process the *** After this period has elapsed, you may want to reach out to the ****** store directly. During your call, provide them with your ** number and inquire about the next steps for your return. Typically, ****** will issue you a store credit once the ** has been processed, which will enable you to purchase a new unit or make other eligible purchases in the store. ****** should also be able to assist you with the transporting of this defective unit and replacement delivery. We deeply regret this inconvenience.
  Return-Authorization # H3265124
  Please Note: When you contact the store speak with either the RTM Clerk or a Manager. If the store does not have a RTM Clerk anyone in the receiving department will be able to assist you.
  

  If there are any additional questions or concerns, please contact Hisense support at ************ and reference case number H3265124.
  
  

  Customer response

  07/29/2024

  They have reached out to me and I sent them the required information the same day. Now I'm waiting on further instructions from them to resolve the issue.

  Thank you for your prompt attention to the matter.

   

   

  

  Business response

  07/30/2024

  Good afternoon,

  It is our pleasure to be of assistance. Please don't hesitate to reach out if there are any additional questions or concerns regarding the Hisense return authorization process.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The hinge on my refrigerator snapped, causing the door to fall off - slicing my finger open in two spots and bruise my foot. Looking this up, it is a common thing for Hisense - not my particular model, but the door fell off. I have attempted to reach someone through email and through ******** chat, but have been ignored. I do not have time to sit on the phone and wait to speak with someone. I need this fixed as this is a defect in the refrigerator and no fault of my own. I am not looking for a tech to come out and do it. I just need the hinge and new plastic holders for the door.Model: HBM17158SS SN: D2020102800136

  

  Business response

  07/26/2024

  Good afternoon,

  Hisense truly apologizes for the inconvenience this has caused the customer. We are more than willing to assist with providing parts for their refrigerator as well as get this information over to our product safety team so they are aware. Please respond back with the following information for part ordering and safety concerns:

  1) Confirmed physical address of unit
  2) Image of customer's proof of purchase/receipt
  3) Images of the unit's defective parts
  4) Image of model-serial sticker inside unit
  5) Any images of injury that customer sustained

  Once all information is received we will ensure a part order is submitted and all injury information is escalated to the ************************* for review.

  Customer response

  07/27/2024

  Hello.  I appreciate your prompt response.  ****** cannot provide a full receipt due to being older than ************************* for them is: ********.

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

  **********

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

  

  Business response

  07/30/2024

  Good afternoon,

  Thank you for this information. We've sent over the parts order to our warehouse team. Please allow 5-7 business days for processing and delivery. The order number is 156193380 and the customer can reach out through this current complaint for any updates on tracking information if parts haven't been received in the provided timeframe. If there are any additional service requests that *** require a technician, please contact our Hisense support team at ************ Monday-Friday 9am-9pm EST, Saturday and Sunday 9am-6pm EST.

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a new glass top stove model # hfe3501cps in March of 2024. In June the unit made crackle noises after being turned off and the glass top cracked. I had filed an incident # for warranty coverage as this was a new unit in use less than 6 months. After almost 3 weeks of waiting and discussion with the company on the incident I was informed the glass top of their product are not able to be serviced and are not covered by the warranty as all damages are considered cosmetic with the glass cook top. They could not even give me an authorized servicer to call for repair of the cook top or the obvious electrical issue in the unit. I am now in loss of $980 and unable to repair or replace the unit recently purchased along with the loss of money spent not being able to cook in my home due to the inconvenience caused by the company and their warranty claim procedures. I feel that this is an unsafe and defective product that should be fully covered and repaired by an authorized professional by Hisense. I do have a copy of the warranty from the claim procedure and had them highlight where I can find that this was not covered and where it states they do not service and can not assist in finding a authorized service professional for the cooktop and electrical damage. What was provided only states it is not covered if it is cosmetic damage. I feel this company is deceptive and the product is unsafe for consumers. I have filed a complaint with the company as well and was informed they do not follow up on complaints taken when I asked if I would have a call from their escalation department. Along with a dangerous product, Hisense has provided unacceptable responses to complaints in my opinion and from my personal professional experience with assisting consumers with complaint resolution. The employee I worked with was polite and was only conveying the information he was given but I feel I should have been contacted by management as the outcome their decision.

  

  Business response

  07/25/2024

  Good afternoon,

  We do understand how frustrating this inconvenience has caused the customer. Although we do stand by our decision for the unit being out of warranty due to damage on the cooktop, the case as well as this complaint has been escalated to our R&D team advising them of the customer's contact request.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Hisense dehumidifier on November 23 2022. At the time of purchase I also purchased the extended warranty. It became defective in January of 2023 and was replaced. This unit is now defective. The manufacturers warranty does not expire until November of this year but my claim was denied because it has already been replaced once. I am unable to make a claim with the seller because technically the manufacturer warranty is still active. So this means I am unable to get a replacement.It is not my fault that Hisense does not make a reliable product.

  

  Business response

  07/25/2024

  Good afternoon,

  Hisense USA apologizes for the inconvenience this issue has caused. After researching the customer's cases in our system, we see a recent case submitted for our field destroy program. As of yesterday, July 24th, the customer reached out to our support team for an update and has been advised that we are still waiting for images of the completed 'Exchange/Refund Form' that was emailed to the customer on July 19th and 24th. Once the completed form is received, our field destroy team will process either an exchange or refund depending on the stock of the unit.

  Once again, we'd like to extend our apologies for this matter and if there are any additional concerns, please contact Hisense support at ************ and reference case number H3318018.

  Customer response

  07/26/2024

   
  Complaint: 22015479
  
  I am rejecting this response because:

  I sent the requested form on Wednesday July 24. Called the customer service department Thursday July 25 and talked to *****. He said that he cannot find any emails that I have sent and this now has to be escalated to someone else. The original purchase was November 2022. This will be the second time I have had to replace the unit in less than two years. The process is extremely complicated. Guess they are hoping I will go away
  
  Sincerely,
  
  ***********************

  

  Business response

  07/30/2024

  Good afternoon,

  The case has been reviewed and we do see that the customer reached out to the support team requesting an update and was advised to resend the completed form on July 29th. We'd like to confirm that the completed exchange/refund form has been received and attached to the customer's case for processing as of today, July 30th. Please allow ***** hours for the documents to be reviewed and field destroy be processed in the system. The customer will be contacted by a support agent with an update on whether an exchange or refund will be processed.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/18/2023 I purchased a Hisense wine cooler through Lowes home center for $584.20. This unit was advertised with a full 2 year warranty, plus 5 years on the compressor. After 8 months, the unit has failed. On June 15, 2024 I contacted Hisense Customer Support. I received a response and supplied them the required information. I was assigned a incident number (H3270857) on 6/24/2024 via email. I was informed that a technician would contact me shortly to set up a service time. On 6/27 I had not heard from anyone, so I called to confirm the status. The case had been re-assigned to a different technician and a part was being delivered to them. I received notification that the part was delivered on 7/1. I was given a phone number for the technician that goes unanswered and has a full message box, making them unreachable. I contacted Hisense via phone on 7/5 at which time the representative also tried to contact this tech with the same result. I was informed that this would be referred to the service team and someone would get back to me. On 7/9 I was forced to telephone support again since I did not hear anything from anyone. At that time I was told that this case would be escalated to management. By Friday, 7/12 I received no response from them, so I called again and was told a second time the case would be escalated to management again. I asked what happened with the first escalation, but the rep couldn't tell me. I was told that it would be addressed by Monday, 7/15. All I keep hearing from these people is that someone will contact me and they are working on it, yet No One ever gets back to me. I called again on the 17th and asked to speak with a manager. They informed me they were trying to get a hold of the service team (is it not their service team?) and that I would hear back by end of business that day. I requested a replacement unit, since I can't get service on the one I have. Since I again have received no response, I am referring this to BBB

  

  Business response

  07/22/2024

  Good afternoon, Thank you for taking the time to express your concern. We sincerely apologize for the inconvenience. It was indicated that the service provider assigned to this case was unable to service your location. We understand how frustrating that can be and in response, we have decided to process this unit for a Return Authorization. The ** will be sent over to the retailer where they will process it and reach out to you to provide you with a return or exchange at their discretion. Please allow 5-7 business days for this process to be completed.

  Customer response

  07/22/2024

   
  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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our refrigerator is not staying cold. The freezer is not frozen. I have been calling for a month. They had send someone out to look at it. That was it. He didn't fix it. He just look at it. Now we are out hundreds of dollars of food because of it. I have been on hold for over 30 mins and then just hung up on.

  

  Business response

  07/19/2024

  Good afternoon,

  Hisense apologizes if there was a lack of communication on the servicing side. Another case (H3309492) was created on July 15th and we escalated the issue. After further review and additional research, our field service team confirmed that this unit has been deemed out of warranty due to infestation (please see images provided by field team attached). If you purchased an extended warranty with your retailer, you may speak with them regarding their warranty process. Once again, we apologize for any inconvenience this may have caused.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Hisense refrigerator through Lowes and May 2023 that has a two-year warranty through the manufacturer. The refrigerator stopped cooling a week ago and we promptly contacted the manufacture and submitted a warranty claim and were told that a repair technician would reach out within 24 hours to schedule a repair date and time, that was Tuesday 7/9. More than 24 hours later on Thursday 7/10 Not been contacted so I reached back out to the company And was told again that it had been forwarded to a repair technician and I would be contacted within 24 hours to schedule repair time. I waited Thursday evening, Friday, the Weekend and the following Monday and still have not been contacted. Upon called I continue to be told the same thing. Im now a week without a properly working refrigerator, out a couple hundred dollars of spoiled food and have 4 children Im trying to keep fed. They have been the most unhelpful group I have ever dealt with.

  

  Business response

  07/20/2024

  Customer has been scheduled for a repair service appointment as off 7/17. If there are any additional questions after the repair, the customer can reach out to our customer service department at ************** and reference case number H3299570.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  purchased a hisense 8k window ac from my local lowes on 6-14-24.while the unit works fine.within 2 weeks the remote control stopped working.i got in touch with the company and tried every solution they had to check the remote.it failed everything and needs to be replaced.this company has tried harder then any company i have ever dealt with trying not to take any responsibility for defective item they sold.i have sent them a copy of my receipt,picture of the decal on the ac unit showing the model# the only thing i couldn't find is the decal with the serial number.i told them through email,text and phone,that i cant find it to tell me where to look they never got back to **** gave up with this company. and got in touch with lowes.they were more helpful.but all they could offer was to return the ac.the girl i spoke to from ***** also told me something i thought was interesting she said sometimes the serial number is inside the unit.i guess nobody from hisense wanted to tell me that.again in short all i want is replacement remote.i still dont think thats much to ask for.

  

  Business response

  07/17/2024

  Good afternoon, Thank you for taking the time to express your concerns. We sincerely apologize for the inconvenience. We are happy to provide you with a new wireless remote for your unit however we do need the serial number for your unit in order to determine the correct remote needed. Typically the serial number is on a small white sticker on the side of your unit. Please be sure to check all sides including the top and bottom just in case it was placed in an abnormal location. You can attach that image here on BBB or respond to the original text thread.

  Customer response

  07/17/2024

  all i can say.is what i already stated.the decal they are asking me for is not on either side or the bottom or top of the unit.its not on the inside of the front of the unit(the part inside my house)and i don't see any decal looking through the vents of the unit.I'm sorry but I'm in no condition nor do i think i should have to take this ac apart to find the s/n.would a picture of the front and back of the non working remote be enough.if so i can do that.

  

  Business response

  07/19/2024

  Good afternoon,

  We do understand how frustrating this can be especially if the serial number isn't in a visible/accessible place. We've escalated the issue and were able to override the system to order your remote. The part order number is 156185887. Please allow ***** hours for a tracking number to be available. Usually delivery tentatively takes 3-5 business days, so if the remote hasn't been received by next week, please reach out to our Hisense support team at ************ and reference your case number H3279871 for updates.

  Customer response

  07/19/2024

   
  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,
  
  J Infuso

*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. ↩