HiSense - Appalling service and honoring of warranty

Good day

I am greatly disappointed with the service received to date.

The technician eventually came out today. He advised that the problem is that the rubber had separated from the drum and hence clothes were falling in between and being ripped apart.

He re-fitted the rubber and when asked about removing the clothes that had fallen into the drum, he advised that there would be an additional cost of R500 to remove these. Surely this is part of the service that should be covered as it is a result of the fault that the clothes fell through the drum.

Secondly, he was advised about a loud noise coming from the machine. Initially he said that it was most possibly the bearing. However, he later changed his story to say that it is PROBABLY the clothes still stuck within the drum and left it at that.

Absolutely appalling. Please note if there is no urgent resolution to this, I will be escalating further!

Update: Response received from HiSense: Client overloaded machine therefore liable for a cost.

How on earth can they assume that the machine was overloaded??? Just trying to pass the buck. I will never purchase or recommend HiSense to anyone!!!