HISENSE

Good day

I find the service of the Call centre and the people managing this box is atrocious to say the least, My 1st time calling the call centre and dealing with the box, but im left with a bad impression because of the/a lack of process and urgency when dealing with a claim. It took close to 2 weeks to have an agent allocated to my original email, after requesting a copy of the slip, the people in the box never actioned my claim, I had to call in To remind that no one has been allocated to my claim /request for a technician and no one is interested in communicating . It doesn’t sound like there is much supervision happening in the call centres or the people working this box. Its unacceptable to make a customer wait for so long for something so simple. The wait time to get through to someone was 30min, granted it’s a Monday and you busy, but who is questioning why a customer needs to hold on for 30 minutes to speak to an agent And what is being done about that.

I notice there is always no complaints department,again another interesting finding I suppose and it just goes to show you not committed to your customers. You sell we buy and that’s that ,no connection to your customers .

Attached is Hisense appliances filled in my house (fridge,microwave,dishwasher ,x3 TV’s ) which shows im a loyal member of the brand and I like the product . I am now left wondering did I make a mistake by investing and trusting in the brand if they are so unprofessional when dealing with me as a 1st time client and they have no service level agreements in place. Speaking of service level agreements (SLA’S) ,no one can give you and answer in any process , why does no one know it will take you 1 or 2 days to do this or that.

I was told the service call centre named Nathan Naidoo would call me back on Monday (5/9/22), up until now, haven’t heard a response from him. If a supposed or a so call “manager” has a chip on his shoulder and cannot call a customer back clients and is not interest in feedback that I was trying to provide, that says a lot, maybe the CEO Will be interested in what I have to say. I no longer want to speak to this supposed *********** manager, I want his manager now to call me and I will find my way to the CEO, I cannot leave this bad service unattended too

The technical guy I guess is the only saving grace to make up for the bad service, his name is Fish, he communicated with me on a regular and took the TV in yesterday . I don’t know what will be removed or added to the TV so I want a refund OR a new TV replacement as the TV is still under warranty I don’t want to deal with bad service from HISENSE in the very near future. So I’d rather get a new replacement TV of same size and specs or my money back so I can buy one.

Please confirm the CEO’S name , is it Pedro Teixeira , I require and email and his office number immediately, its important the CEO’s know what customers experience from the unmotivated Hisense repair centre.

Your urgent response would be highly appreciated.

Regards, Mauro ***