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rH
raeesah H

1 reviews | Active since Jun 2020

03 Nov 2025, 13:48

brand new hisense tumble dryer that needs repairs more than its been used

I am writing once again regarding my Hisense tumble dryer, which has broken down yet again. The machine is no longer getting hot, it is leaking water, and it is not drying clothes at all.

This has become an ongoing and extremely frustrating issue. Despite numerous repairs arranged by Hisense, the problems keep recurring. This is not what I expected when purchasing a brand-new appliance. I have been patient and cooperative throughout the many service visits, but the repeated breakdowns clearly indicate that this unit is faulty and unreliable.

I have raised this issue several times and requested a replacement, but Hisense continues to insist on repairs instead of acknowledging responsibility for the recurring faults. Unfortunately, these repairs have not resolved the root problem, and I am left without a properly working tumble dryer once again.

At this stage, I believe it is both reasonable and fair to request a full replacement of the unit or an appropriate refund, as the product clearly does not meet the expected standard of quality or durability.

Please advise urgently on how this matter can be escalated and resolved permanently. I would appreciate written confirmation of the next steps and a timeline for resolution.

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Replies (13)
rH
raeesah H's update03 Nov 2025, 16:22
Reviewer Update
I RECEIVED NO RESPONSE I SENT AN EMAIL YESTERDAY
rH
raeesah H's update03 Nov 2025, 22:21
Reviewer Update
I sent a second email now and received this ***
rH
raeesah H's update03 Nov 2025, 22:22
Reviewer Update
The other one is Re: [ Ticket: *** ] ***
rH
raeesah H's update04 Nov 2025, 22:49
Reviewer Update
Good day Nadima, I did research before reaching out to you and I have not received a call from you even after I sent the email expressing my concerns that you were not able to assist you accepted the email from Hisense and you did not even respond to my email where I gave facts regarding how the CPA can assist me. Please read the below and advise why non of the below is taken into consideration regarding my requests for a refind or replacement? The basics under the CPAThe Consumer Protection Act (Act 68 of 2008) gives you the right to receive goods that are of good quality, in working order, and durable for a reasonable period of time.Section 56 of the CPA specifically covers imp**** warranty of quality:
  • Within 6 months of purchase, you can choose between:
    • a refund,
    • a replacement, or
    • a repair
      — if the product is defective or fails to meet reasonable expectations.

🕕 After 6 months
After 6 months, the automatic CPA warranty expires, but you’re not without options.
  1. Manufacturer’s Warranty:
    Most appliances come with a 1–2 year manufacturer’s warranty, during which the company must repair or replace the item if the same issue keeps recurring.
  2. Durability Clause:
    Even after 6 months, the CPA still requires that goods be durable and fit for purpose for a reasonable period, considering the price and expected lifespan.
    • A tumble dryer should reasonably last at least a few years.
    • If yours keeps breaking down after repeated repairs, it could be argued that it’s not durable and not of acceptable quality — meaning the supplier may be obliged to replace it or refund you under Section 55 and 56.

⚠️ If the same fault keeps recurring
If the supplier has repaired it more than once for the same or similar problem, you can argue that:
  • The repairs are unsuccessful, and
  • You’re entitled to replacement or refund under the CPA, because the product is not fit for purpose and fails the durability test.

✅ What you should do
  1. Gather proof: Keep all invoices, repair slips, and communication showing repeat faults.
  2. Write to the supplier or manufacturer: State clearly that the product has failed repeatedly and you are requesting a replacement or refund under the CPA (Sections 55 and 56).
  3. Escalate if needed:
    • Contact the Consumer Goods and Services Ombud (CGSO) → https://www.cgso.org.za
    • You can also approach your provincial consumer affairs office for assistance.
@*** the same issue again, it replaced the outlet pipe after the last repair as advised by your technician.


The machine is not getting hot again
Its not drying the washing.


Its giving and error.


The same sound that I have been explaining is still happening when the tumble dryer is on.


When the machine is on longer than 30 minutes it starts making a loud noise.

I hardly used the tumble dryer after the last repair and the thing is broken again.

HISENSE REFUSES TO TAKE RESPONSIBILITY FOR THE FAULTY MACHINE THAT WAS BOUGHT BRAND NEW AND WHEN I REQUEST ASSISTANCE I GET THREATENED THAT I WILL BE CHARGED IF THERE IS NO FAULT LOCATED....

EVEN THOUGH THE MACHINE STILL IS UNDER WARRANTY,
YOU REFUSE TO REPLACE MY UNIT,
YOU REFUSE YOU GIVE ME A REFUND,
YOU ALSO REFUSED TO ASSIST WITH AM EXTENDED WARRANTY KNOWING GOOD AND WELL THAT I AM SITTING WITH A FAULTY UNIT THAT IS GIVING ME CONTINUOUS ISSUES FROM THE BEGINNING. I WAS MOT EVEN ADVISED THAT ON THE FIRST REPAIR I COULD HAVE ASKED FOR A REFUND OR REPLACEMENT BE HISENSE WOULD RATHER TAKE ADVANTAGE AND ***** FROM THEIR CLIENTS.

YOUR TECHNICIANS ARE NOT EVEN ABLE TO LOCATE FAULTS AND THEN @*** THREATENS TO CHARGE ME IF A TECHNICIAN IS DISPATCHED AND THEY DONT FIND A FAULT YET THE LAST TIME A TECHNICIANS FOUND NO FAULT AND THE NEXT TECHNICIAN FOUND A FAULT.


YOU EXPLAINED THAT SOMETIMES FAULTS DOESNT PRESENT THEMSELVES IN THE FIRST ASSESSMENT AND THEN TOLD ME IF THE SECOND TECHNICIAN ALSO FINDS A FAULT YOU WILL CHARGE ME A CALL OUT FEE.


I AM PLEADING WITH YOU TO PLEASE SEND SOMEONE CAPABLE AND KNOWLEDGEABLE ABOUT THE PRODUCT AND HOW TO FIX IT.


I HAVE NEVER FELT THIS DISSAPOINTED AND HEART BROKEN BECAUSE AS A MOTHER OF 2 STUDYING AND WORKING 3 JOBS TO SUPPORT MY FAMILY AND TRYING TO MAKE THINGS MORE CONVENIENT FOR MYSELF AND MY FAMILY TO BE TAKEN ADVANTAGE OF BY BOTH THE CCGO AND SUCH A WELL KNOWN COMPANY.


I REALLY FEEL ****** AND HURT AT THIS POINT.


PLEASE I AM BEGGING THAT THISGETS ESCALATED ON BOTH COMPANIES SO THAT I CAN GET THE ASSISTANCEK NEED PLEASE @*** AND @Nadima Hartley


IF YOU NEED TO REACH ME I AM NOT AVAILABLE FROM 7AM TO 13H00 TOMORROW AS I AM WRITING EXAMS.

KIND REGARDS
RAEESAH HAET
***
Hide quoted text
On Tue, 04 Nov 2025, 13:24 , <***> wrote:

Good day,We’re sorry to hear that your tumble dryer is giving you trouble again, and we sincerely apologize for the inconvenience.Could you please share a bit more detail on the issue you’re currently experiencing? Once we have that information, we can assist further. Kindly also confirm if we may proceed to book a technician visit for you.
Regards,Tidimalo Tshabalala
Case Resolution Specialist
Voice Of Customer (VOC) Department
Hisense SA Sales Holdings (Pty) Ltd.This email is confidential and intended only for the named recipient. If you are not the intended recipient, do not read, copy, or share the contents. Please notify the sender immediately and delete the email and any copies.

From: ***
Sent: November 02, 2025 01:56:46 PM
To:***; ***
Subject: Fwd: FW: [ Ticket: *** ] ***Good day my tumble dryer is not working again Please assist

---------- Forwarded message ---------
From: Nadima Hartley <***>
Date: Thu, 07 Aug 2025, 12:32
Subject: RE: FW: [ Ticket: *** ] ***
To: Raeesah Haet <***>


Dear Miss Haet I trust you are well. Please note I have tried reaching you telephonically. With reference to the supplier’s response, the unit has been successfully repaired and is expected to operate as intended. It must be noted that our office can only resolve the dispute within the provisions of the Consumer Protection Act which has a warranty period of 6 months which allows for returns. As the faults were reported after the 6 months Consumer Protection Act warranty the right under this Act to receive a refund, or replacement is no longer valid. We therefore do not have the mandate to deal with the matter as all warranties in terms of the CPA has lapsed. The matter seems resolved as the supplier has repaired the unit. We will be closing our file on this matter. Kindly confirm. Kind Regards,

Nadima Hartley
Complaints Officer
Consumer Goods & Services Ombud
292 Surrey Avenue, Ferndale, Randburg

Main +***7 E-mail *** Web www.cgso.org.za
Complaints Centre Number *** Contact Centre ***Privacy Policy – CGSOhttps://www.cgso.org.za/cgso/privacy-policy-2/ |
From: Raeesah Haet <***>
Sent: Thursday, 07 August 2025 09:34
To: Nadima Hartley <***>
Subject: Re: FW: [ Ticket: *** ] *** Hi Nadimah so you guys cant help? On Thu, 07 Aug 2025, 08:01 Nadima Hartley, <***> wrote:Dear Miss Haet
I trust you are well.
Herewith please find response from the supplier.
Good day Nadimah,Please see below the latest feedback from the technicians regarding job ***:· 07/07/2025 – 14:28| Mike Mduduzi Nyathi:Thermostat replaced. Customer was advised to change the outlet airflow pipe as it is kinked and blocking airflow.· 04/07/2025 – 10:46| Mikectrolight Appliance Services:Parts received – technician to confirm appointment with the customer.· 03/07/2025 – 14:52| Mikectrolight Appliance Services:Order *** logged.· 03/07/2025 – 14:44| Mike Mduduzi Nyathi:Thermostat required. Customer educated on the issue – the airpipe was kinked.Based on the above, the unit has been successfully repaired and is expected to be operating as intended.
Kindly advise.

Kind Regards,

Nadima Hartley
Complaints Officer
Consumer Goods & Services Ombud
292 Surrey Avenue, Ferndale, Randburg

Main +***7 E-mail *** Web www.cgso.org.za
Complaints Centre Number *** Contact Centre ***Privacy Policy – CGSOhttps://www.cgso.org.za/cgso/privacy-policy-2/ |
rH
raeesah H's update11 Nov 2025, 18:05
Reviewer Update
the technician from Hisense was here today I was hoping you would send your technician before Hisense sent theirs. Apparently there is something that was supposed to be at the back of the machine which never was there hense the constant breakage this is the first time im hearing about this please see if I can now get a refund or replacement. According to the technician there is a part that the machine needed to have which it doesn't have and this is the cause of the problems im facing. Please advise on a way forward 🙏
rH
raeesah H's update12 Nov 2025, 14:33
Reviewer Update
DO YOU HAVE FEEDBACK YET?
rH
raeesah H's update12 Nov 2025, 14:34
Reviewer Update
Apologies the message above was for CGSO
rH
raeesah H's update12 Nov 2025, 14:37
Reviewer Update
I REALLY WANT A REFUND OR REPLACEMENT, PLEASE ADVISE HOW MANY REPAIRS ARE TOO MANY?

PLEASE ADVISE WHEN I CAN GET PERMANANT HELP REGARDING THIS UNIT?

AT THIS POINT IT SEEMS HISENSE WILL JUST REPAIR UNTIL MY WARRANTY ENDS AND THEN I HAVE TO SEE TO THE BROKEN MACHING YOU GAVE ME.

IS THIS WHAT YOU GUYS ARE DOING NOW? JUST SENDING A TECHNICIAN TO DO A MILLION REPAIRS UNTIL THE WARRANTY ENDS AND I CANT MAINTAIN THE **** YOU GUYS GAVE ME?
rH
raeesah H's update12 Nov 2025, 17:26
Reviewer Update
The amount of lies omg
rH
raeesah H's update12 Nov 2025, 17:28
Reviewer Update
Your technician said that there is something missing at the back of the machine there was never anything at the back of the mancine and he still said that is why its not heating up
rH
raeesah H's update17 Nov 2025, 08:44
Reviewer Update
SO TILL TO DATE NO FEEDBACK FROM HISENSE, NO CALL FROM HISENSE, NO ANSWERS TO THE QUESTIONS IVE ASKED AND NO FUTHER ASSISTANCE SINCE THE TECH CAME OUT? IS THIS ANOTHER DELAY TACTIC FROM YOUR PART TO FIND MORE EXCUSES INSTEAD OF REPLACING THE UNIT WHICH DOESNT WORK PROPERLLY GIVING CONSTANT ISSUES AND REQUIRING CONTINUOUS REPAIRS? CAN THIS BE ESCALATED PLEASE
rH
raeesah H's update20 Nov 2025, 21:40
Reviewer Update
I got my tumble dryer back today and there is still something wrong it is loud and struggling to turn the drum. Sent a message to the technician that dropped it off his response is "Can we came and re check well tested it at the workshop"
rH
raeesah H's update23 Nov 2025, 21:03
Reviewer Update
Ok so I got my tumble dryer back and I tested it, they machine goes on but it doesn't heat up, it is louder and doesn't dry the clothing. I sent the technician that delivered the machine and he asked if he can collect it again I said yes please, he didn't respond until today I sent him a Pic of an error the unit is giving he then told me to log another repair. This tumble dryer was bought brand new and the issues started almost immediately 😳 there is now constantly a fault and this unit is constantly needing repairs. Hisense refuses assist me with a refund or a replacement at this point they are not answering any questions is pose at them they only give me excuses. Please can someone assist me