ZS
Zaphia S
1 reviews | Active since Jun 2015
04 Aug 2025, 13:17
Avoid Hisense TVs – Terrible quality & zero customer care
I purchased a Hisense TV in Dec 2023. From day one it showed jittery, “jumpy” screen behaviour. Recently, I lightly wiped a fingerprint, and the internal screen cracked—no visible external damage. Hisense labelled this “physical damage” and refused a warranty replacement. They offered no solution, no repair option, and no price for out-of-warranty fix. I requested escalation and a callback—none occurred. This is product fragility and customer service at its worst. I’m now escalating this through regulators and warning others: do not buy Hisense
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Zaphia S's updateReviewer Update
04 Aug 2025, 14:10 Thank you for your response, but with respect, I have already liaised with your VOC department, and it was your team that misused my wording of “slight pressure” to deny my warranty claim — even though I clearly explained that it was a light wipe to remove a fingerprint, not misuse or impact damage. An assessor did come out, but he only powered the TV on, noted the internal screen was cracked, and took a photo. There was no deeper investigation, no attempt to inspect the internal components, and certainly no effort to assess whether the unit had a latent defect. It was not taken in for testing, and no further technical analysis was done — just a visual once-over, followed by a flat rejection. Despite the fact that the photo clearly shows no physical or external damage, your team still concluded “physical damage” and refused the claim. They also offered no quote for repair, no alternative options, and no empathy — just a blanket “no”. I specifically asked for the matter to be escalated to management and for someone to contact me directly. This never happened. Unless this response means you are genuinely reopening the case for a proper and fair relook at the issue — not just repeating the same shallow process or posting a scripted reply to appear responsive on this platform — then I see no reason to engage further. And let’s be clear: if a simple fingerprint wipe is enough to crack an internal screen, then either the unit had a latent fault from the start, or your product quality is so poor that customers must be warned not to clean their TVs at all. If that’s not a product defect, then it’s a serious design failure — one you clearly don’t want to be held accountable for.
ZS
Zaphia S's update04 Aug 2025, 14:10
Reviewer Update
Thank you for your response, but with respect, I have already liaised with your VOC department, and it was your team that misused my wording of “slight pressure” to deny my warranty claim — even though I clearly explained that it was a light wipe to remove a fingerprint, not misuse or impact damage. An assessor did come out, but he only powered the TV on, noted the internal screen was cracked, and took a photo. There was no deeper investigation, no attempt to inspect the internal components, and certainly no effort to assess whether the unit had a latent defect. It was not taken in for testing, and no further technical analysis was done — just a visual once-over, followed by a flat rejection. Despite the fact that the photo clearly shows no physical or external damage, your team still concluded “physical damage” and refused the claim. They also offered no quote for repair, no alternative options, and no empathy — just a blanket “no”. I specifically asked for the matter to be escalated to management and for someone to contact me directly. This never happened. Unless this response means you are genuinely reopening the case for a proper and fair relook at the issue — not just repeating the same shallow process or posting a scripted reply to appear responsive on this platform — then I see no reason to engage further. And let’s be clear: if a simple fingerprint wipe is enough to crack an internal screen, then either the unit had a latent fault from the start, or your product quality is so poor that customers must be warned not to clean their TVs at all. If that’s not a product defect, then it’s a serious design failure — one you clearly don’t want to be held accountable for.