HISENSE refuses to take liability for part which came faulty from their factory.

HISENSE is a company not to be trusted as a consumer. They duck and dive from their liability to replace a faulty water dispenser in a new fridge. Despite advertising years of warranty for their products, they refuse to replace the part as the fault was not reported within 7 days after purchase to them. Unfortunately, this could not happen as fridge still was packed for around 3 weeks after purchase and fault only discovered when inners of fridge were unwrapped and fridge taken into use. I AS THE CONSUMER WAS NEVER TOLD TO CHECK EVERYTHING INSISE THE FRIDGE WITHIN 7 DAYS OF PURCHASE. This is misleading the consumer and a against The Consumer Protection Laws in South Africa. In South Africa you can buy anything and return it or file a complaint about the item bought within 1 calendar month and this is common rule. Hisense makes their own rules but does not highlight this to the consumer. To the contrary their blind the consumer with rosy warranty periods and do not stick to them in any way. ********** Actions.

Wording complaint to Hisense:

I bought a H610BSWD Hisense fridge through Hi Fi Corporation, N1 City Branch. I did buy the fridge when it was on special on 30.10.2021 Having been still busy with renovating my kitchen I fetched the fridge on 18.11.2021. When I fetched the fridge, a quality check was done of the outside of the unit and the first fridge unpacked had severe scratches on the upper front door. So they unpacked a second fridge which happened to be the last one of this model they had in stock. This one was fine on the outside. As the quality check happened in the loading bay of Hi Fi Corp and as they were other customers waiting for goods to be collected, we did not unpack the fridge completely to check every item on the inside. The fridge has been tapped-up and it would have been very difficult and time consuming, removing all the tape, opening the fridge up and checking all parts inside if they came in a good order from the factory.

At home my kitchen renovation was delayed for another few days. I then finally could unpack the new fridge on 09.12.2021.

Only then I discovered that the water dispenser inside the fridge came with a crack from the factory. Damage only discovered the day fridge was unpacked at home – 09.12.2021.

It must be highlighted that this crack is on the inside of the dispenser and not on the outside. So nobody could have inflicted such crack after the fridge left the production site. Since I received the fridge, I never tried to take the water dispenser off and I did not temper with it in. That this is the truth and nothing else than the truth, can be verified by a qualified Hisense Service Technician.

Now to my complaint.

It is obvious that items with scratches and cracks slip through the quality control of Hisense when leaving their factory. This is documented that the first fridge HiFi Corp. unpacked to view – the outside had heavy scratches on the stainless steel surface. The staff of HiFi Corp. N1 City did by the way make photos of this incident.

I reported the cracked water dispenser unit to HiFi Corporation N1 City, Mr Angelo Swart (in sales). Date: 09.12.2021. In due course I got a phone call of a gentleman named Nico, being a technician for Hisense Fridge. His tel. contact is: *** He told me that he will order the replacement part in Joburg (after I supp**** him with the serial no., etc. of the fridge) and that he will call me once it arrived and it will be exchanged under the warranty.

Then I never heard from Nico (Tel: ***) again. Suddenly on 07.01.2022 Ms Domenique Thomas from HiFi Corp N1 City sent me an email that Hisense voided my claim under warranty because we did not report the faulty part within 24 hours. What an unacceptable explanation???

With all due respect, what is this??? I could not report such fault within 24 hours as the fridge stood wrapped and packed in my lounge until I was finished with my new kitchen floors. Only then I could move the fridge into the kitchen and started to unpack it completely to notice the fault with the water dispenser.

Explain to me why Hisense offers 2 years warranty but wants to run away from liability for faulty parts supp**** from their factory under the circumstances I detail to you.

HI-FI Corp did not stand in for me as the client as well. When having a verbal fight with Ms Thomas and also her boss “Danie”, I encountered nothing but arrogance from them, they did not want to stand-in for me and take this up with Hisense. They were absolutely not going the extra mile after having received the business. They also altered their response that we should have reported it within 7 days to them. So suddenly from 24 hours to 7 days. This are Bungy Term Rules, right? Well, these are not your employees but you should know about them. I bought from them and hence my dealing are initially with them.

There is an international rule in good business practice that the customer is right if any doubts are coming-up about a business transaction and that unhappy customers are not good to the reputation of any business and their complaints should be seriously investigated and wherever possible a remedy should be app**** to keep a customer in future. One unhappy client will tell hundred others.

Hisense did not even bother to send someone around to get to the proof, that I am not the one to blame for a faulty part received and that I did not temper in any with the water dispenser concerned.

After all it is the name of Hisense which is at stake and one just cannot turn around after an item which costs us R11’000.00 (is now being sold for R 15’0000) of my hard earned money and void any liability.

I experienced so far only poor service and no after sales responsibility/service at all.

Next step is to drag this injustice to the Consumer Protector and the Media . So hello Hisense Management: Enjoy the damage to your companies' reputation.

Or is there anyone in Hisense South Africa Management whose brain is working properly and who stands for fairness towards a consumer who bought their product and gets turned away for a valid faulty parts issue?

I would be surprised to hear from a decision maker of Hisense South Africa and not only their service complaint staff who cannot count 1 and 1 together???

In the interim I will be spreading the bad word about Hisense and recommend everyone NOT TO BUY YOUR PRODUCTS.