Appalling and unprofessional service from Hisense

Good day, I write this review whilst my issue remains unresolved with default answers forthcoming from ***.

The job number assigned to my case is (***).

I purchased a Hisense H14DBLS dishwasher from Takealot on 29 July 2019. On 09 March 2020 (i.e. 2 weeks before the lockdown) I logged an issue with *** that the unit was not working and displaying an error code E2. Hisense sent out a technician to my premises within 48 hours to inspect the unit. The technician advised that the inlet house of the machine was defective and would have to wait for a part from Hisense as the unit was under warranty.

Approximately 2 weeks elapsed without communication from hisense. I emailed on 21 March 2023 Hisense to an obtain an updated on the matter. they responded on 23 March 2020 that "Spares were ordered in order to fix your unit...".

On 24 March 2020, I wrote to Hisense to advise if the impending lockdown would impact the repair of my machine...no response was received. I further followed up with a response eventually coming on 21 april 2020 stating that "spares dep. is not working (lockdwn) since that your unit is awaiting parts. Please be advised that your unit will be attended to after the lockdown..."

the real appalling service was evident on on 12 May 2020, when I once again followed up with Hisense to check if their spares department was open. the response was "Kindly note that our spares department is open, however, the required part for your unit is not available. Please be advised that you will need to go back to the store of purchase and inform them to apply for credit with us, remember to give them your job number (***..."

I vented my frustration as this was tantamount to a blatant lie as Hisense had informed me that the part was ordered. I further advised them that the item was purchased from takelot i.e. an online company. Hisense responded that I should log the return with takelot which I duly did.

The response from takelot on 15 May 2020 was "Hi Priyan

We're sorry to hear that your recent Takealot purchase is defective. All the information you gave us and the details of our policy are included below for your records.

This particular item needs to be returned directly to the supplier so we are unable to accept it or facilitate your Return. Here are further instructions from our supplier for how you can go ahead with your Return directly:

Hisense Large Appliances are under a 3-year parts and labour warranty against manufacturer defects from the date of purchase mentioned on the invoice. Please contact Hisense Customer Service by emailing ***, or alternatively call ***3 and Hisense will facilitate the speedy resolution of the problem. Available Monday to Friday from 08:00 to 19:00. You will be required to provide the following, please have this information at hand: 1. Proof of Purchase 2. Contact details

We have cancelled this Return Request, but please let us know if any details in this email are incorrect."

I am extremely disappointed with this service especially since my wife is in her last term of pregnancy and that this matter was logged way before lockdown. Communication has been appalling from ***. I have sent over 20 emails spanning from 09 March 2020 right up to the time I'm writing this complaint. Further, I have expended significant money for the installation of this machine yet I will still have to obtain another technician to disassemble this unit and return it. This is completely unfair. I responded to Hisense with the following on 15 May 2020: Good day Zandile,

Please find attached the response from Takealot on this matter.

I am extremely annoyed that Hisense does not know the protocols of Takealot nor your own protocols when it comes to an online sales supplier as they have clearly highlighted the process in the attached email.

I have attached the extract of their email on the body of this email as it seems that Hisense is not following this issue and instead resorting to default answers. Please arrange to pick up this machine (arrange for the same technician assigned to my case to disconnect), replace it with a RELIABLE unit at the same time (using the same technician to install the new machine) and consider this matter resolved.

All correspondence with Hisense is now being filed sequentially for submission to OBUDSMAN, http://www.wendyknowler.co.za/, and www.HelloPeter.com by close of business depending on your next response to resolve this issue!!!

For the 4th time, PLEASE ESCALATE TO MANAGEMENT. This service has been appalling to date!"