Low Quality TV Panels and very POOR Customer Service or Technical Support

Low Quality TV Panels and very POOR Customer Service or Technical Support

on the 16 December 2016 I bought HISENSE 40 FHD LED TV HX40M2160F at game festival mall/kempton park. The TV had 4 years warranty and since then my TV had stop working twice. On the 20 May 2017 the TV screen went blank/black, but the sound was still playing and I took the TV back to game them it was taken to you for repair which you replace the panel.

The problem is that the second panel shows a internal crack and we were cleaning the TV and the was no hard impact on the TV. It started on the corner of the TV and spread to the whole TV. I took the TV back to Game store again knowing that they will say it is a user damage and when I got there they told me it is a user damage but they can take the TV to Hisense for assessment and quotation is they say I will pay for panel replacement.

The TV was sent to Hisense agent for assessment and repair quotation and the agent just sent the TV back and just say internal crack and no quotation and no communication. I was worried after collecting the TV since the lady who was assisting me stated that they do fix the TV in my condition free of charge and she don't understand why the returned mine without explanation or quotation. I took the matter with Hisense customer service and public relation but the communication was very back and the TV is back to me again not fixed and no quotation.

The communication with Tumi Kobo (Hisense), Juhainan Harper (Hisense), Rabia Kader (Hisense), Israel (Game store manager), Prosper (Hisense) and Dineo Mkhonto (Hisense) was the poorest communication I ever had in my life. I was promised that they will communicate direct to me after receiving the TV, after took the TV to game they did call and gave me the reference number.

After one week I received an email saying my repair is categorized as #completed repair# as per the quoted email below

"Dear &nbsp Kindly note that the above referenced Repair Request Order, has been categorized as #Completed Repair# by our Service Provider:Mikectrolight Appliances Servcies. We may next be in contact with you to rate the level of service you've received.

Hisense Service 0 ********** **********

I waited for week waiting for Game festival mall to notify me that my repaired TV is stores for collection and after a week I was worried and email customer service to ask what was going on with my TV and then I was told the TV was not repaired, but assessed and customer must pay for repair (The assessment was done by Peter from Miketrolight )

"Hi,

Thank you for contacting Hisense, kindly find the feedback of the below job. Note that the customer will need to pay for repairs as our warranty conditions do not cover physically damaged. For more details on warranty refer to http://www.hisense.co.za/hisense-warranty

Job number: ********** 45

08/03/2018 08 : 10 201527 : PETER: ASSESSMENT DONE, CRACKED SCREEN

Kind regards " I was angry because the first email said the repair was completed and I waited for two weeks only to know that the TV was not repaired, but I asked for quotation because I needed my TV to be repaired.

I then emailed and emailed and no one was replying to my emails after I was told that the TV is not fixed. After another week I then received a call from Game festival mall saying that I must collect my TV. She highlighted that the technician was sent to Game store to assess the TV and he said it cannot be fixed. I collected my TV, but I think it is a good Idea to write my review about the experience I had with Hisense and Game festival mall.

I have few question which I am asking myself,

1. Why they emailed me to say that the product was fixed while it was not fixed? 2. Why the person who assessed the TV (Peter from Miketrolight) said I need to pay for repair while he know that TV cannot be fixed? 3. Why the quotation didn't come? I know the TV can be fixed, because all they had to do is to quote me on a new panel and remove the old panel!!! 4. The TV was at Game all along, was the TV assessed by the same repair agent when was assessed for the last time? if it was assessed by the same agent I believed the quotation would have be issued!!!

This is my bad experience and I still have no working TV after more than a month waiting for quotation and the TV to be fixed. I was not supposed to have taken Hisense at the first place, I was advised to do so by the sales person because it had 4 year warranty. I will stay away from Hisense for the rest of my life.

The next time or every time I see Hisense brand the only thing that will come to my mind is Low Quality TV Panels and very POOR Customer Service or Technical Support.