Absolutely unacceptable service from Hisense

I had to wait nine weeks for my fridge to be repaired while it was still under warranty. This is completely unacceptable. We are in the middle of summer, with temperatures exceeding 40°C in Paarl, yet Hisense left us without a properly functioning fridge for more than two months.

It took two weeks just for a technician to arrive to inspect the problem. He checked the fridge, took photos, phoned another technician, and then told me that Hisense would contact me within three working days to replace the fridge. That never happened. Instead, two weeks later, Hisense phoned me only to ask if the fridge had been repaired — it had not.

A week later, a technician arrived with spare parts and replaced them. As soon as he left, it was clear the fridge was still faulty. When I phoned him to report this, he ended the call, forcing me to log the issue again. I then waited another two weeks for a technician to arrive, despite phoning multiple times every week and being given constant empty promises. That technician only inspected the fridge and said more spare parts were needed.

I then waited another two weeks, during which customer care again contacted me to ask if the fridge had been repaired — clearly showing no internal communication or tracking of my case. Finally, in week nine, a technician arrived with the correct part and replaced it.

Over these nine weeks, I made more than 15 phone calls, often spending over an hour on the phone, only to receive false promises, poor communication, and no urgency whatsoever. This level of service is unprofessional and unacceptable, especially for a product under warranty.

I will never buy a Hisense product again, and I strongly warn others to think twice before doing so if this is how Hisense treats its customers once something goes wrong.