ComplaintsforHisense USA Corp.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  UNABLE TO GET WARRENTY REPAIR ON A WINDOW AC.

  

  Business response

  07/11/2024

  Good afternoon,

  Hisense USA apologizes for the inconvenience this has caused. We did reach out to field service team to try and locate a technician that is closer to the customer's area, but unfortunately we could not. We are now moving on to the next step for the warranty and will be processing this unit under our small appliance field destroy program. The customer will be receiving an email to ************************ including our Exchange/Refund form to be completed and we will either be exchanging the unit or providing a refund depending on the stock availability.

  If the customer has any additional questions or concerns, please contact our Hisense support team at ************ and reference case number H3303401.

  Customer response

  07/12/2024

   
  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

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased a Hisense brand refrigerator from ****** in ******* WV on August 25, 2023 for approximately $1200.00. While still under warranty the ice maker quit working and the refrigeration quit cooling. Contacted ****** and Hisense, got a case number, H3287412, but no follow up, no communication, no repair or replacement. Lost approximately $200.00 worth of food and apparently the warranty is not worth the paper it is printed on.

  

  Business response

  07/08/2024

  Good afternoon, Thank you for taking the time to express your concerns. We sincerely apologize for the inconvenience. Upon checking your case, it seems you have been advised that a service provider would be assigned to you and then will reach out to you in order to schedule an appointment time that works for you. Your case has since been assigned so the service provider should be reaching out to you soon. If needed, below is their contact information. Please be advised they will be reaching out within 3-5 business days.

  Factory Warranty Services

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

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Hisense refrigerator 11/20/2022 partly because of the advertised warranty of 2 years. When it stopped working after just 1.5 years, I thought, "good, it has a 2 year warranty." After contacting company on long hold times and the phone call diagnosis (who can do that?) a technician was sent to our house to replace the part he had received (after a one week wait?) from the company. Our refrigerator worked for 2 days. After another long phone call wait, another technician was scheduled pending another part order and the technician was sent. At this point we've been without a fridge for 2 weeks? We were leaving on a trip, so the technician didn't come for 3 weeks, even though I called to schedule while on our trip. He arrived and determined what part was needed, even though we had been waiting for a part to arrive for his visit, and we waited another 1.5 weeks. The technician came and installed the part and we were told to wait 24 hours to determine if the repair would work. When we called the repair company, they said it could possibly take 48 hours for the part to work. End all-we do not have a functioning refrigerator.

  

  Business response

  07/01/2024

  Good morning, Thank you for taking the time to express your concerns. We sincerely apologize for the inconvenience this has caused and would love to assist by providing you with a Return Authorization. This RA will be sent over to the original retailer and once processed, they will reach out to you to provide you with a refund or an exchange at their discretion. Thank you for being the best part of Hisense and don't hesitate to reach out if you have any further questions.
  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called the warrenty **** over a tv that is no longer showing a picture but we are able to hear sound and was told that they can not replace it due to us being a volunteer firehouse and considered a business. this is unacceptable as if we had lied we could have easly had it covered. the tv Stoped working without and damage to it. This is just another slap in the face to anyone that tries to do the right thing.

  

  Business response

  06/28/2024

  Hello,

  Hisense USA would like to extend our apologies for the inconvenience this has caused the customer. We do see information in the system and would like to attempt a field service for this unit. Please confirm that the below information we currently have in our system is correct for contact and location purposes:

  Name: *******************************
  Phone: ************
  Address: ***********************************
  Email: **********************************
  

  To speed this service process along, please respond to this complaint with an image of the proof of purchase/receipt as well as the model-serial plate located on the back of the unit. Once this information is received and submitted in the system, the customer should expect a technician to tentatively reach out in 2-4 business days to confirm a date and time of service. If there are any additional concerns, please contact Hisense support at ************ and reference case number H3282537.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  our refrigerator cooling system went out 2 months after the warranty expired. we called service companies and were told they cannot get parts as it is a closed system. so we called hisense directly. they were given all the appliances information only to find that unless we were within our warranty they would not help with the issue. we asked if we could purchase the cooling part and install ourselves but the representative said they do not sell any parts to their products we were out of luck and could just buy another one. this was rather frustrating as we have bought 4 of these; of which 2 are in my mothers home and ours. at $1000 each i expect my appliance to last more than the 2 years my warranty covered. this company should be made to uphold their products.

  

  Business response

  06/27/2024

  Good evening,
  
  First, Hisense USA truly apologizes for the inconvenience this has caused the customer. If the unit is over 13.1 cubic feet, it does come with a 5-year sealed system warranty. The customer will have to have a technician of their choosing look over the unit and supply an invoice listing the sealed system parts that are needed and our servicing team will be able to send out the specified parts for the customer's technician to install. If this is something that the customer would like to do, please respond to this complaint with the below information so we can create a case in our system.

  1) Image of the receipt/proof of purchase
  2) Image of the model-serial sticker of the unit
  3) Confirm phone, email, and physical address of the unit's location

   

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Refrigerator I purchased with an extended warranty which Hisense will not honor. It quit working!! I have called the service center and I get the run around!! I want to return this scam and get my money back and never deal with this scam product again.

  

  Business response

  06/22/2024

  Good afternoon, Thank you for taking the time to express your concerns. We sincerely apologize for the issues you are having with your refrigerator. After reviewing your records in our system it seems we have previously assisted in providing you with a Return Authorization in November. ****** should have reached out to provide you with a refund or exchange at their discretion. If they have done that, are you referring to an issue with an exchange unit? Also, you mentioned you purchased an extended warranty. This would be processed by ****** as that is a retailer warranty that would activate once you are deemed out of warranty under the manufacturer's (Hisense) warranty policy. 

  In order for us to best assist you, can you please provide us with additional information and context for your concern?

  Customer response

  06/22/2024

  I have been hospilized off and on for months. I had purchased a used refrigerator and freezer to get me through this tough time. ***** never contacted me in this regard. I called Lowes and they replied I had to drive 2 hours and return the product myself. I am disabled and that is impossible. ***** also said I need to contact Hisense to resolve this problem. Please come and get this uselss machine and give me my money back. Also I had purchased 3 items from Lowes and had problems with each one. They were both Whirlpool products. Does Lowes purchase already returned items? I will never by a nail from Lowes and they should be investaged for their actions!!

  

  Business response

  06/26/2024

  Good morning, We tried reaching out to you via phone call yesterday regarding these concerns. Please give us a call at your convenience at ************ so that we can further assist you.
  
  

• 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:

  Resolved

  More info

  The air conditioner has quit blowing out cool air. It only functions as a fan, not a cooling unit. We have contacted the manufacturer for a fix or replacement and have been getting the run around. We have given them all information requested by the manufacturer and have had no resolution.We now wish for a complete operable replacement.

  

  Business response

  06/19/2024

  Good afternoon,

  Hisense sincerely apologizes for the inconvenience this has caused the customer. We have reviewed the original case communication and understand how frustrating repeating oneself can be. We went ahead and submitted this customer's unit for a small appliance field destroy. This process will allow the customer to receive a replacement or refund based on our inventory. We've attached our Exchange Authorization form to this complaint for the customer to complete. The customer may also receive the form via email due to our system's auto-send process. Please be sure to follow ALL instructions on the form to ensure this process is completed in a timely fashion.

  If there are any additional questions or concerns, please contact our Hisense support team at ************ and reference case number H3265120.

  Customer response

  06/25/2024

   
  Complaint: 21858266
  
  I am rejecting this response because: as you can see in the attachment I filled out the paper work and I sent it back for a refund. Now they are sending emails wanting to exchange it. We don't want another one of their units we have already had to buy from somewhere else because we have been without air for over 6 weeks now in this heat. We want the money back.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/28/2024

  Hello,

  We apologize for the miscommunication from the field destroy team. We were able to review this case and they have contacted the customer to confirm customer's name spelling and address information for the refund on 6/26. This should handle the issue at hand. Please be advised that the refund process can tentatively take between 2-4 weeks for the refund to be delivered to the customer's address. If there are any additional concerns, please contact the Hisense support team at ************.

  Customer response

  06/28/2024

   
  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.

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