Disappointed, irritable and disgusted Hisense Service

Hisense Fridge Ref number: ********** 13

We've bought a Hisense fridge with a 4 year warranty in 2016. Our refrigerator stopped cooling down the 2nd of May 2018. I've phoned Hisense call centre in order to start the repairing process of which I received the following response:

"We would require that you take the refrigerator back to the store where you bought it first or we could book a service for you, where an external company will make contact with you for repairs as we don't offer that kind of service. The company that will be in contact is EAK."

The call centre agent was also not able to tell me when the repairing company will call in order to make an appointment, as that doesn't fall within their service area and it is a separate company on their own.

A week later "Sonny Boy" the repair agent contacted us to make an appointment. He arrived 2 hours late without any notification. To his surprise, our compressor stopped working - which is supposed to have a life span of 15 years, ours stopped working after a year and a half. Not knowing what to do, he advised us that he will have to speak to his manager and make another appointment.

After Sonny Boy's visit the Friday, I phoned the call centre again the following Monday in order to hear what the verdict is and whether the fridge will be repaired or whether we will get a new one. To my surprise the agent was not able to advice on anything as Sonny Boy first needs to log his visit onto a system that is only then pulled through to Hisense's system and she can't speed up the process. Sonny Boy visited our home 2 times again after the first visit, trying to repair the fridge.

A week after our repair, we've noticed that only the half side of our fridge is cooling and the other half not, after our fridge took 2 days to be fully cold again?

1 June 2018, I've contacted the call centre again. First, I received the number for their "Service Department" from Hayley or Kylie- a number that doesn't exist. I phoned the call center a second time - and whilst the agent is trying to figure out where I should go, I could hear her entire conversation with her work colleagues, and in particular her conversation with Renate saying that we don't have a service department. After asking to speak to a manager for 2 weeks, Renate gave me the assurance that I will be contacted back on 1 June.

Not to my surprise, I phoned the call centre again on 06 June 2018, without receiving my promised phone call. Asking to speak to a manager again - the response was "There is no manager on site, I will put you through to Renate" = this call got dropped. I phoned a second time to ask to speak directly to a manager - the response was "The manager is on leave today" and I was given Renate's direct number.

I've never experienced this kind of bad service in my life. Just to summarize: - I constantly had to phone Hisense - no follow up from their side. - *********** call centre staff that has had no training on customer care or decent service delivery for that matter. - Call centre staff with the worst attitude. The tone of voice that they address you in, is of such a matter that you will not get assisted at all and they have the power to decide how long before a case is resolved. - I've been put through to so many people on the same floor, in the same department and not one of them has given proper advice/assistance. - I've struggled for 6 weeks without a fridge and without proper feedback or service from Hisense. - After 6 weeks, the client is still struggling to get hold of a Manager that can authorize a new fridge. - After 6 weeks, I am given a contact number that I can phone back directly? So the client that's been struggling needs to keep phoning back? - After the 3rd repair attempt, Hisense did not even bother to ask whether the repair was successful nor whether I was satisfied with the company they are outsourcing to fix their faulty appliances. - Their service repair agency, makes use of handy man's that travels in their own personal vehicles to a client's home. After looking at the appliance they are unable to provide proper service as they don't know what to do, nor do they have parts to fix the appliance, and to top it all off the repair guy himself contacts the client for an appointment, which he then arrives 2 hours late every time, and which he cancels on the last minute.

I would truly recommend to either opt for another brand than Hisense. Because if I have to struggle this much to get a refrigerator fixed, then good luck to you if you have other appliances that is considered more important than a fridge.

PS: They don't even deserve a one star rating.

Disappointed, irritable, disgusted and unfortunate Hisense Client Biance Bodenstein **********