Absolutely disappointing and unprofessional customer service.

anand ramkissoon From: anand ramkissoon <***> Sent: Wednesday, 30 December 2020 11:27 To: 'Sibusiso Mdluli' Subject: RE: Down loading freezing - model no 3TE58F*** Hello Sibusiso / Karabo, Your technician Mr. Niran came onto site yesterday and attempted to repair the delayed downloading problem by upgrading my tv software to the latest software, which has not resolved the problem. According to Mr. Niran I did already have the latest software so he just re-loaded the same. He also did a speed test and according to him my RAIN service provider is my problem and recommended that I source another wi fi service provider. When I questioned Mr Niran about my other devices not having a problem downloading via the same RAIN wi fi unit he mentioned that my other devices probably have better operating systems and more ram. He also mentioned that WRT to my Hisense smart tv the operating system is minimal because it only has Netflix and Youtube to operate so hence the low spec operating software installed. Mr. Niran’s reasoning seems doubtful to me and with all due respect makes very little sense to me. Also when I questioned what was the problem/s with the A6100, as was confirmed by himself telephonically to me on the 24th December 2020) which I have recorded and noted in my email below, he had no answer and said that he probably mistakenly said it was a problem. His change of thought/lie further reassured my doubt of his character and professional / expert advice. It is coincidental that according to Mr. Niran, I have a problematic tv which was confirmed by himself and a poor wi fi service provider(RAIN) which is the reason why I am experiencing the slow downloading. The fact that Mr Niran confirmed there is a problem with the A6100 model and that the operating system on my Hisense smart tv not of a high/ has minimal processing / operating capabilities I am unsatisfied as a customer and humbly requested for a full refund as previously requested in my email below. Please revert to me at your soonest. KIND REGARDS ANAND RAMKISSOON From: anand ramkissoon [mailto:***] Sent: Thursday, 24 December 2020 11:09 To: 'Sibusiso Mdluli' Subject: RE: Down loading freezing - model no 3TE58F*** Hello Sibusiso, Thank you for this notification. This email is to update you as well. I received a call from Mr Niran from Hisense Technical Support today. He did confirm that there is a problem with the A6100 model smart tv and that he will first attempt a software upgrade to possibly resolve the freezing problem. However, wrt to some lines appearing on shut down he could not confirm that this can be repaired. Mr Niran said he will contact me this coming Monday morning to confirm a time to meet the same day. Furthermore and to place on record, I had the these problems on the first A6100 smart tv which Mr Niran evaluated at my place. I did not get any resolution from Mr Niran so I went directly to the tv / appliances manager at Gateway Games in Umhlanga Mr Andires Klassien who kindly replaced me with a second new tv. Now I am experiencing the same problems. Considering the problems I am experiencing and being inconvenienced with and that the A6100 model is a problem as confirmed by Hisense Technical Dept, would prefer you refunding me in full so I can shop around for another make. KIND REGARDS 2 ANAND RAMKISSOON From: Sibusiso Mdluli [mailto:***] Sent: Wednesday, 23 December 2020 12:01 To: *** Cc: *** Subject: Re: Down loading freezing - model no 3TE58F*** Good Day amnprojects2 Thank you for availing the product; consumer; and purchase details with us. Related to Customer: (**A.Ramkissoon**), kindly note your Hisense Service Request Order Number as: (***** **) We look forward to concluding the Inspection/Repair as soonest. Kind Regards, Karabo Sanyane Hisense Service Team ***3 On Wed, 23 Dec at 12:10 PM , amnprojects2 <***> wrote: Hi, I have called your call centre today and lodged problems with my 58 inch smart tv. I spoke to a very helpful person Sibusiso. I will appreciate if you can attend to my call urgently. Kind regards A.Ramkissoon Cell : *** Add : Unit 16 Arundal 53 Munn Road Ottawa Sent from my Samsung Galaxy smartphone. 779099:5 45278

anand ramkissoon From: anand ramkissoon <***> Sent: Friday, 08 January 2021 15:06 To: 'Sibusiso Mdluli' Subject: RE: Re: Down loading freezing - model no 3TE58F*** Attachments: letter to Hisense HO.pdf Hello Sibusiso /Karabo, Karabo, please arrange with your management to forward me a copy of our last recorded conversation yesterday. Also, you meant to forward me an email wrt to our discussion yesterday, I have not yet received this email, please send asap. Attached and for your info is a copy of an online correspondence I forwarded to Hisense SA yesterday. REGARDS ANAND From: amnprojects2 [mailto:***] Sent: Friday, 08 January 2021 14:42 To: *** Subject: Fwd: Re: Down loading freezing - model no 3TE58F*** Sent from my Samsung Galaxy smartphone. -------- Original message -------- From: Sibusiso Mdluli <***> Date: 2020/12/31 11:44 (GMT+02:00) To: *** Subject: Re: Down loading freezing - model no 3TE58F*** Hi amnprojects2, As per neeran the unit needs to be repaired. Regards On Thu, 31 Dec at 11:30 AM , amnprojects2 <***> wrote: Hi Sibusiso The unit has already been assessed by your technician Niran . He confirmed there is a problem with the A6100 model which I have. Pls arrange with your relevant credit dept for my refund, failing which I will have no choice but to seek legal.assistance. Rgds A. Ramkissoon Sent from my Samsung Galaxy smartphone. -------- Original message -------- 2 From: Sibusiso Mdluli <***> Date: 2020/12/31 11:13 (GMT+02:00) To: *** Subject: Re: Down loading freezing - model no 3TE58F*** Hi amnprojects2, The unit needs to be assessed again this is not a credit. Regards On Thu, 31 Dec at 11:09 AM , amnprojects2 <***> wrote: You got a technician Niran to come in on 29th Dec 2020. Pls read all of my correspondences addressed to you. There is a prob with your A6100 model tv that your technician Niran confirmed. Please do not inconvenience me any further and kindly refund my money in full . Rgds A. Ramkissoon Sent from my Samsung Galaxy smartphone. -------- Original message -------- From: Sibusiso Mdluli <***> Date: 2020/12/31 10:48 (GMT+02:00) To: *** Subject: Re: Down loading freezing - model no 3TE58F*** Hi amnprojects2, When did the technician came, the call is reopened cause the problem persist. Regards Sibusiso 779099:5 45278

anand ramkissoon From: anand ramkissoon <***> Sent: Saturday, 09 January 2021 10:16 To: 'Sibusiso Mdluli' Subject: RE: Down loading freezing - model no 3TE58F*** Hi Sibusiso, Please see my comments in red below. Please do not inconvenience me any further with this kind of communications and correspondences between yourselves and others. I am now being harassed which is unacceptable! You guys are the forefront for the senior management & the MD of Hisense SA. HISENSE relies on you guys(emplyees) to maintain the company’s integrity and reputable name. If this is the manner in which you treat customers then the Senior Head Office Management & MD of Hisense SA will be made aware of and probably social media as well. Please arrange for my full refund asap with your relevant credit department. REGARDS ANAND RAMKISSOON From: Sibusiso Mdluli [mailto:***] Sent: Saturday, 09 January 2021 08:29 To: *** Subject: Re: Down loading freezing - model no 3TE58F*** Hi amnprojects2, Please see below email from the technician, I did not mention anything about a problematic A6100 range as the customer states below. In fact, as per my conversation with the customer, he mentioned that the sales staff at Makro told him the A6100 range is problematic and that I must do a credit on the unit. - Niren is incorrect and shockingly lying as a employee of such a prominent reputable company Hisense. Niren called me after I logged my problems with the TV with customer services. I mentioned to him that Makro mentioned that there was issues/customer complaints on I think the A6500 58inch smart TV which he immediately interuted me and said “ no not the A6500 it was the A6100” and I responded “ yes I have an A6100 model” Customer is correct in saying he did not get any resolution from me regarding his first unit as there was no fault that I could see personally - – Here again he is lying. He confirmed seeing the lines on the screen and said he could not understand why the lines were appearing and will get back to me, which he never did so I went back to Games Gateway. The sales staff at Games were very accommodating and apologised for the inconveniences I had to go endure and delivered another new TV which the delivery persons installed as well. Also, amoungst the Games sales staff was a helpful representative of Hisense present Tulani. He also was very accommodating and communicated my problems with Hisense. I must also make mention that after Tulani reported my complaints to Hisense Technical Dept there was not response and I had to get hold of Tulani and inform him that I did not get any response which he followed up and ensured that Technical Dept get hold of me which only then they finally did. , hence no credit requested. – I did not request for a credit but a replacement ie with the first TV. Now with problems on the replacement TV I am absolutely disappointed and am not prepared to go through the hassles I endured hence I prefer a refund instead. 2 Regards On Fri, 8 Jan at 5:10 PM , amnprojects2 <***> wrote: Your technician Niren confirmed the A6100model has problems but for some reason does not mention what they are , Makro and Games confirmed customer complaints wrt very slow downloads,, freezing and software issues. On freezframe I have lines on the tv which Neren is very well aware of from the first tv and now this second tv. I will be in contact with Hisense Head Office. Pls request Karabo to forward me his last recorded discussion with me on the 7th Jan 2021. Rgds Anand. Sent from my Samsung Galaxy smartphone. -------- Original message -------- From: Sibusiso Mdluli <***> Date: 2021/01/08 16:17 (GMT+02:00) To: *** Subject: Re: Down loading freezing - model no 3TE58F*** Hi amnprojects2, As per the technician the unit is not freezing but buffering due to poor speed. This is an internet problem and not the TV. Regards Sibusiso On Fri, 8 Jan at 4:06 PM , amnprojects2 <***> wrote: Hello Sibusiso /Karabo, Karabo, please arrange with your management to forward me a copy of our last recorded conversation yesterday. Also, you meant to forward me an email wrt to our discussion yesterday, I have not yet received this email, please send asap. Attached and for your info is a copy of an online correspondence I forwarded to Hisense SA yesterday. REGARDS ANAND From: amnprojects2 [mailto:***] Sent: Friday, 08 January 2021 14:42 To: *** Subject: Fwd: Re: Down loading freezing - model no 3TE58F*** 3 Sent from my Samsung Galaxy smartphone. -------- Original message -------- From: Sibusiso Mdluli <***> Date: 2020/12/31 11:44 (GMT+02:00) To: *** Subject: Re: Down loading freezing - model no 3TE58F*** Hi amnprojects2, As per neeran the unit needs to be repaired. Regards Virus-free. www.avast.com 779099:5 45278

anand ramkissoon From: Sibusiso Mdluli <***> Sent: Saturday, 09 January 2021 10:19 To: *** Subject: Re: Down loading freezing - model no 3TE58F*** Hi amnprojects2, The is no credit as the was no fault found on the unit. 07/01/2021: NO FAULT FOUND. CHECKED AND TESTED UNIT. ALL WORKING FINE Regards Sibusiso On Sat, 9 Jan at 11:16 AM , amnprojects2 <***> wrote: Hi Sibusiso, Please see my comments in red below. Please do not inconvenience me any further with this kind of communications and correspondences between yourselves and others. I am now being harassed which is unacceptable! You guys are the forefront for the senior management & the MD of Hisense SA. HISENSE relies on you guys(emplyees) to maintain the company’s integrity and reputable name. If this is the manner in which you treat customers then the Senior Head Office Management & MD of Hisense SA will be made aware of and probably social media as well. Please arrange for my full refund asap with your relevant credit department. REGARDS ANAND RAMKISSOON From: Sibusiso Mdluli [mailto:***] Sent: Saturday, 09 January 2021 08:29 To: *** Subject: Re: Down loading freezing - model no 3TE58F*** Hi amnprojects2, Please see below email from the technician, I did not mention anything about a problematic A6100 range as the customer states below. In fact, as per my conversation with the customer, he mentioned that the sales staff at Makro told him the A6100 range is problematic and that I must do a credit on the unit. - Niren is incorrect and shockingly lying as a employee of such a prominent reputable company Hisense. Niren called me after I logged my problems with the TV with customer services. I mentioned to him that Makro mentioned that there was issues/customer complaints on I think the A6500 58inch smart TV which he immediately interuted me and said “ no not the A6500 it was the A6100” and I responded “ yes I have an A6100 model” 2 Customer is correct in saying he did not get any resolution from me regarding his first unit as there was no fault that I could see personally - – Here again he is lying. He confirmed seeing the lines on the screen and said he could not understand why the lines were appearing and will get back to me, which he never did so I went back to Games Gateway. The sales staff at Games were very accommodating and apologised for the inconveniences I had to go endure and delivered another new TV which the delivery persons installed as well. Also, amoungst the Games sales staff was a helpful representative of Hisense present Tulani. He also was very accommodating and communicated my problems with Hisense. I must also make mention that after Tulani reported my complaints to Hisense Technical Dept there was not response and I had to get hold of Tulani and inform him that I did not get any response which he followed up and ensured that Technical Dept get hold of me which only then they finally did. , hence no credit requested. – I did not request for a credit but a replacement ie with the first TV. Now with problems on the replacement TV I am absolutely disappointed and am not prepared to go through the hassles I endured hence I prefer a refund instead. Regards On Fri, 8 Jan at 5:10 PM , amnprojects2 <***> wrote: Your technician Niren confirmed the A6100model has problems but for some reason does not mention what they are , Makro and Games confirmed customer complaints wrt very slow downloads,, freezing and software issues. On freezframe I have lines on the tv which Neren is very well aware of from the first tv and now this second tv. I will be in contact with Hisense Head Office. Pls request Karabo to forward me his last recorded discussion with me on the 7th Jan 2021. Rgds Anand. Sent from my Samsung Galaxy smartphone. -------- Original message -------- From: Sibusiso Mdluli <***> Date: 2021/01/08 16:17 (GMT+02:00) To: *** Subject: Re: Down loading freezing - model no 3TE58F*** Hi amnprojects2, As per the technician the unit is not freezing but buffering due to poor speed. This is an internet problem and not the TV. Regards Sibusiso 779099:5 45278

NOTIFICATION SUBMITTED TO HISENSE SA ONLINE ON 07-01-2021 Hello, It is with deep regret that i have to contact Hisense Head Office wrt my absolute disappointment in the manner in which your Durban Service Department dealing with the problems i have with my 58inch smart TV. Please forward me the email address / contact details of the PA to the MD of Hisense SA so i can forward my trail of correspondences of the problems i have been having since the purchase of my first 58inch TV on the 29th November 2019. My reference no received from your service department is ***. To date i have corresponded with 6 Hisense personnel to no resolve but yet the service department blatantly sends me sms mentioning that my TV is 'categorized as Completed Repair.' Based on the problems i am experiencing with this TV and the inconveniences i have been put through by customer services and your technical department I sincerely will appreciate a full refund. Desperate Customer ANAND RAMKISSOON ***