Hisense Gas stove

I bought a Hisense Gas Stove in December 2024 with the intention of getting an Oven a few months later before having it installed. I bought the Oven in April 2025 and had it professionally installed a month later.

I had a qualified installer do the installation (for warranty purposes) which was not cheap. The installation was professional and do damage was caused to the unit or any issues upon installation (as i was present during the installation).

The installer then tested the appliances and it was then that he noted one of the gas plates was not working. He said that i would need to have Hisense send out a technician as they had performed the installation as required.

I then contact Hisense and requested a technician hoping it was a simple fix however the technician advised that the unit was infact faulty and a part would need to be order.

I told the technician that this was a new stove that had not been used before so I don't feel comfortable accepting a part to be installed when the unit should have come in working order.

Fast forward to my follow ups with the Hisense Call Centre agents, I requested a replacement unit and they advised me that the technician needed to provide a report stating that i requested a replacement. This went on for just under a week with the same reason give.

I have finally been granted a pre approval for a credit note to have the unit replaced. I asked about the cost to have it reinstalled and was told that it would be at my own cost.

This is unacceptable that I need to bear the cost of the new unit when it was the device that was faulty. The agents were by no means rude or dismissive but there are some serious shortages in Hisense aftersales policies and processes around dealing with issues like this. I would understand if it's had been a year and after repeated use something went wrong but this was new, unwrapped until installed.

I need someone at Hisense management to contact me and figure this out. because this is not how i wanted my experience with a new stove to go.