Hisense-HIS737951 -PATHETIC SERVICE ACROSS ALL DEVISION'S

Afternoon Everyone, - ***nor Loff (HISENSE -Dispatch), Stanley Petersen (HISENSE - Quality and Service Department ), Boitumelo Ramaboea (HISENSE -Dispatch)
It would appear that I am back to where I started. Needing to chase up for service delivery.3 months after paying for a part and speaking to so many various people still no resolution.
I am speechless at HISENSE service delivery, compliments handling and ability to resolve an issue regarding a part. Who knew it would take this long all whilst I have a HI SENSE Washing machine that needs this part or will basically break further due to the INABLITIES of a brand I thought was great. Sadly HI SENSE is lacking in so many areas.

RegardsKuchen Kannemeyer

On Tue, 12 Jan 2021 at 09:29, Kuchen Kannemeyer wrote:Good morning Guys, What is happening??? This is so ridiculous. I am washing clothes in a machine that is taking strain and making a noise because all the functions can not be performed.At this rate, I'll have the part from HISENSE with no working washing machine to place it in. How is this process this long and difficult?Kind RegardsKuchen Kannemeyer
On Fri, 4 Dec 2020 at 13:29, Kuchen Kannemeyer <kuchenku****mail.com> wrote:Hi Mario Le Grange & Lushay, I am emailing you with regards to my washing machine that is sitting.I am more irritated at the lack of service you offer based on me needing to chase you constantly for an update.I have paid you your call out fee & for the part required, all of this was done a month ago to date.HISense -Lushay- you order the incorrect part more than 3 weeks ago and still your ability to get the correct one is lacking.Today is the 4th December Payment was made the 4th November 2020.How long will this process be prolonged before the part is given to S W Service so that I can actually have my washing machine sorted?Kind Advise what will now be taking place - My next step will be to the Hello Peter & the Ombudsman.Kind RegardsKuchen Kannemeyer***

Good Morning Nathan Naidoo, ***nor Loff (HISENSE -Dispatch), Stanley Petersen (HISENSE - Quality and Service Department ), Boitumelo Ramaboea (HISENSE -Dispatch) & Jurgen Smith,

I had S W Service come to me in last week and finally replace the part that we have been waiting on for over 3 months & 2 weeks to be exact.Let me also once more express my utter disgust in HI SENSE after-sales service, Nathan Naidoo, I understand that you have to represent your business,But somewhere you forgot you to treat your customers. This entire problem was not caused by me but by HI SENSE and its slow, ineffective ability to order and deliver a simple part.
I am currently moving but will track down the 5-year warranty that I have. But I have attached a Video & Damage report stating that my machine is messed up.I am leaving this in HI SENSE hands to resolve with me as now I have a washing machine that is incapable of working @Nathan Naidoo so now I will be forced to either wash by hand or incur additional cost to have my clothing washed cleaned.
I eagerly await your response
Kuchen Kannemeyer***

Good Morning Nathan Naidoo, ***nor Loff (HISENSE -Dispatch), Stanley Petersen (HISENSE - Quality and Service Department ), Boitumelo Ramaboea (HISENSE -Dispatch) & Jurgen Smith,

I have not heard or received any response from you since my email above. My email was sent to you all on the 26th of January which means that tomorrow I am waiting an entire week, WITH NO FEEDBACK UNLESS I SEND OFF MORE THAN 2 EMAILS.

How can the lack of service be this low to its client's satisfaction?

I eagerly await your response, as I am unable to do washing and now sit with a washing machine that is not functioning properly.

Kind RegardsKuchen Kannemeyer
On Tue, 26 Jan 2021 at 10:26, Kuchen Kannemeyer wrote:Good morning Everyone, I trust that you are all well.I had S W Service come to me in last week and finally replace the part that we have been waiting on for over 3 months & 2 weeks to be exact.Let me also once more express my utter disgust in HI SENSE after-sales service, Nathan Naidoo, I understand that you have to represent your business,But somewhere you forgot you to treat your customers. This entire problem was not caused by me but by HI SENSE and its slow, ineffective ability to order and deliver a simple part.I am currently moving but will track down the 5-year warranty that I have. But I have attached a Video & Damage report stating that my machine is messed up.I am leaving this in HI SENSE hands to resolve with me as now I have a washing machine that is incapable of working @Nathan Naidoo so now I will be forced to either wash by hand or incur additional cost to have my clothing washed cleaned.I eagerly await your responseKuchen Kannemeyer***
On Thu, 14 Jan 2021 at 15:59, Kuchen Kannemeyer <kuchenku****mail.com> wrote:
Afternoon Stanley & team, Thank you for the response.
@*** Mario please ensure that you receive the part from whomever it is you collect it by.Kind RegardsKuchen Kannemeyer
On Thu, 14 Jan 2021 at 15:58, Stanley Petersen <***> wrote:Hi Kuchen,Please note the replacement part will be sent today and you should receive it tomorrow morning.Tracking number: HSH573127 Best Regards, |
Stanley PetersenQuality and Service DepartmentSpares SupervisorHisense SA Sales Holdings (Pty) LtdUnit 12, Eastwood Office Park Block 11b, Riley Road, Bedfordview, Germiston, Johannesburg, 2007, South AfricaP: (+27) 60 ***M: (+27) ***E: ***W: http://global.hisense.com | www.hisense.co.za

Hi Nathan,
Thank you for your email.
As discussed telephonically on the day when the part finally arrived 3 MONTHS LATER... BUT I ASSUME THAT THIS IS NORMAL PRACTICE FOR HISENSE CORRECT??? You're after sales is a PATHETIC AS trying to book your washing machine in with you. This too takes months to do.
I will once more ask you the question, that if your appliance is broken under an extended warranty and the part required to fix it was ordered but the company itself took 3 months to deliver it what would your reaction be? Furthermore, your expectation that I should incur laundry cost due to HISENSE inability to be efficient and organized once more is at no fault of mine Mr. Nathan Naidoo but falls within you organization downfalls.
Every Single-step requires me as the customer to chase and follow up with HISENSE and not HISENSE being on top of things. IF I never app**** pressure and countless emails to enquire about the part that I had paid for 3 MONTHS earlier - How long @Nathan Naidoo do you think it would take your team & yourself to actually deliver it? Of which your expectation is that I should incur whatever cost it is until you decide to get your act together???
How long does it take typically for a part to delivered once order and paid for @Nathan Naidoo? I believe that this question should put this to discussion rest force you to take those shutter off your eyes and get off your high horse.

Had you DONE YOUR JOB AND PROVIDE THE PART REQUIRED WE WOULD BE HAVING THIS CONVERSATION, BUT SADLY HERE WE ARE!!!Me needed to chase HISENSE, FORCE A RESPONSE & HOLD YOUR BUSINESS ACCOUNTABLE FOR IT LAZY AND POOR SERVICE DELIVERY OVERALL.@COMPLAINTs Jurgen Smith, I sincerely hope that you are taking notes
@Nathan Naidoo I am amused by your swift ability to find loopholes to avoid responsibility & accountability by deflecting and find excuses and reasons why HISENSE is exonerated rather than why they failed so poorly.
Kind RegardsKuchen Kannemeyer
On Mon, 1 Feb 2021 at 08:44, Nathan Naidoo <***> wrote:Good day Kuchen Trust you are well, Without prejudice I would like to inform you that Hisense has supp**** the part that was required, when you called me the day when the technician was there to fit the part and stated that the mainboard is burnt due to the over exerting of the machine whilst it was not fixed is not a fault of Hisense. With regards to SWService we do not recognize this company as an authorized repairer of Hisense and therefore cannot comment if the parts supp**** was actually the fault at hand. When an appliance we do not recommend usage of the item as it will not function to its full capacity and therefore recommend the repair is effected in order for the machine to function according to its specification. Hisense cannot take responsibility of an authorized repairers work and the parts fitted is correct or not. Please consult with your appointed repairer regarding the fault at hand. RegardsNathan

Hi Nathan,
Thank you for your email.
As discussed telephonically on the day when the part finally arrived 3 MONTHS LATER... BUT I ASSUME THAT THIS IS NORMAL PRACTICE FOR HISENSE CORRECT??? You're after sales is a PATHETIC AS trying to book your washing machine in with you. This too takes months to do.
I will once more ask you the question, that if your appliance is broken under an extended warranty and the part required to fix it was ordered but the company itself took 3 months to deliver it what would your reaction be? Furthermore, your expectation that I should incur laundry cost due to HISENSE inability to be efficient and organized once more is at no fault of mine Mr. Nathan Naidoo but falls within you organization downfalls.
Every Single-step requires me as the customer to chase and follow up with HISENSE and not HISENSE being on top of things. IF I never app**** pressure and countless emails to enquire about the part that I had paid for 3 MONTHS earlier - How long @Nathan Naidoo do you think it would take your team & yourself to actually deliver it? Of which your expectation is that I should incur whatever cost it is until you decide to get your act together???
How long does it take typically for a part to delivered once order and paid for @Nathan Naidoo? I believe that this question should put this to discussion rest force you to take those shutter off your eyes and get off your high horse.

Had you DONE YOUR JOB AND PROVIDE THE PART REQUIRED WE WOULD BE HAVING THIS CONVERSATION, BUT SADLY HERE WE ARE!!!Me needed to chase HISENSE, FORCE A RESPONSE & HOLD YOUR BUSINESS ACCOUNTABLE FOR IT LAZY AND POOR SERVICE DELIVERY OVERALL.@COMPLAINTs Jurgen Smith, I sincerely hope that you are taking notes
@Nathan Naidoo I am amused by your swift ability to find loopholes to avoid responsibility & accountability by deflecting and find excuses and reasons why HISENSE is exonerated rather than why they failed so poorly.
Kind Regards
Kuchen Kannemeyer


Mario Le Grange | 10:41 (2 hours ago) | |
to me





GOOD MORNING NATHAN.I CAN ASSURE YOU THAT OUR TECHNICIAN AT SW SERVICE AND REPAIRS KNOWS WHAT HE IS DOING.AS HE HAS BEEN IN THIS TRADE FOR WELL OVER 20 YEARS. IN FACT WE DID WORK AS AGENTS FOR HISENSE 4 YEARS AGO, BUT STOPPED DUE TO YOUR UNPROFESSIONALISM AND LACK OF CONCERN OVER PARTS AND PAYMENTS.IF HISENSE HAD ASSISTED US IN IDENTIFYING THE RIGHT PART, LIKE I ASKED FROM THE BEGINNING, THE WRONG PART WOULD NOT HAVE BEEN DELIVERED, THE JOB WOULD HAVE BEEN DONE LAST YEAR ALREADY AND THE MAINBOARD OF MR KANNAMEYER,S MACHINE WOULD NOT BE BURNT!!


--






Nathan Naidoo | 11:08 (1 hour ago) | |
to Stanley, ***nor, me, Boitumelo, COMPLAINTs, ***, Spares

Hi Kuchen With due respect we provide customer service, I understand there was an issue with the incorrect part being supp**** however Hisense will never inform a client to continue operating the appliance as it’s the clients discretion to do so. If the machine is out of warranty it is preferred to request Hisense to provide you with a authorized repairer as in this case we can consult with our agents regarding the repair. Regarding the delivery in service of the parts division we have taken the necessary actions internally. Kind Regards, Nathan Naidoo Quality & Service DepartmentNational Service Operations Manager
Hisense SA Sales Holdings (Pty) Ltd Address: Unit 12, Eastwood Office Park Block 11b, Riley Road, Bedfordview, Germiston, Johannesburg, 2007, South Africa M: (+27) 83 *** P: (+27) 21 *** Ext: 9710 E: *** W: http://global.hisense.com | www.hisense.co.za
Best Regards, | Error! Filename not specified.


Kuchen Kannemeyer | 12:48 (2 minutes ago) | |
to robyn-lee, Nathan, Stanley, Boitumelo, COMPLAINTs, ***, Spares, ***nor
Good Afternoon Nathan Naidoo, ***nor Loff (HISENSE -Dispatch), Stanley Petersen (HISENSE - Quality and Service Department ), Boitumelo Ramaboea (HISENSE -Dispatch) & Jurgen Smith,

Your email says a lot of nothing and once more seeks to avoid any responsibility for:

1. The incorrect part being delivered
2. taking more than 3 months to get the correct part actually delivered
3. Requiring me as the client to be on top of you as HISENSE to actually do your job for all division involved in this issue

If you as HISENSE as "you claim" had any customer service I would not need to follow up with ALL of names and lists in this email from 1 company but rather HISENSE actually keeping me updated. But @Nathan Naidoo as we both know a lot is, was & has been left to be desired from HISENSE & its team.

Once more I will ask you the questions that you conveniently choose to ignore and not answer to avoid responsibility for your mess up which we already know is the case. I will not be letting this matter go. So I suggest you either find someone that will not point 1 finger at me whilst 4 are pointing back at yourself and the disgusting 3 months delay and effort shown by you & your team.


How long does it take typically for a part to delivered once order and paid for @Nathan Naidoo? I believe that this question should put this to discussion rest force you to take those shutter off your eyes and get off your high horse.



I eagerly await for your response once more in how we will resolve this matter or have someone who can speak to me, to resolve this matter.

Kind Regards
Kuchen Kannemeyer