Hisense Fridge Quality and Customer Service

I purchased the - HF620FI-WD Fridge – 3rd November 2018 from Hirch’s Centurion Gateway.

The fridge is 5 years and three months old and has stopped working - deepfreeze and fridge section no longer cooling. After contacting Hirch’s they were kind enough to provide me with Hisense Service contact center which politely informed me that they only deal with warranty repairs only and then proceeded to provide me with one of their contractor’s numbers to log a repair call. That was on Monday 4th March. 1. Was unable to get hold of the contractor the entire day on the 4th March (The number ***, goes to voicemail, and then says to leave a message after the tone, however, the voicemail box is full and you are requested to call back at a later time…. Really Hisense!) 2. On Tuesday 5th March, I was able to make contact with the Hisense contractor who consequently notified me that they could only attend to my call on Wednesday 6th March – (three days without the use of my fridge at this point) 3. Wednesday afternoon 6th March, once the technician had been to my premises he told me he might only be able to return to complete the repair on Friday 8th March (This would then mean five days without a fridge)! It is now Thursday 7th March; I have had to dispose of fresh fruits and some veggies that have now perished along with milk and some other perishables) and am still without a fridge. 4. Thursday 7th March @ 14h53, still no word from the Hisense contractor on when they will in fact return to complete the repairs!

The fridge I purchased was not a cheap fridge at a cost of around R12,000 five years ago. I was also informed by the technician that he had attended to the very same failure mode on the same model of fridge last year 2023 (product quality is obviously questionable). I have never in my life had such questionable service from either a manufacturer or service provider. Isn’t it great to have the logo “Proudly South African ” advertised…. is this what it means to be “Proudly South African?”

I would be most thankful if you could kindly escalate this concern so that our service in this country can be truly uplifted to an honorable status.

Awaiting your favorable response