AH
Ayub H
1 reviews | Active since May 2011
05 Feb 2026, 18:30
Panel Defect Ignored, Poor Support from Makro & Service Provider
On 08 December 2025, I purchased a Hisense 65Q7Q (2025 model) TV from Makro. On 29 January 2026, I noticed uneven brightness and visible panel glow along the bottom of the screen, with white backlight bleed at the top. This defect is clearly visible during normal viewing and is not normal backlight bleed — it indicates a panel uniformity fault.
The fault was reported, and I waited almost 4 days before a technician arrived. The process was unprofessional:
I was only contacted on the day of attendance
I spoke to the technician, who acknowledged the issue
Despite this, he submitted a false report stating the TV is “normal”
This makes no sense — a screen with visible bright glow and bleed cannot be classified as normal.
I followed up again due to no feedback, and was told the issue was “escalated”. Since then:
No resolution
No communication
No ownership from Makro, despite them being the point of sale
I am the one constantly calling and chasing, which is unacceptable for a product still under warranty and covered by the Consumer Protection Act.
If this matter is not resolved urgently with a proper assessment and clear outcome (repair, replacement, or refund), I will return the unit to Makro for further escalation.
Very disappointed with the support, communication, and handling of this issue.
Helpful (0)
Replies (10)0
Replies (10)
Hisense's replyOfficial
06 Feb 2026, 08:10Hi Ayub,
Thank you for reaching out to us, one of our agents will reach out to you.
Regards,
MM.
Thank you for reaching out to us, one of our agents will reach out to you.
Regards,
MM.
Hisense's reply06 Feb 2026, 08:10
Official
Hi Ayub,
Thank you for reaching out to us, one of our agents will reach out to you.
Regards,
MM.
Thank you for reaching out to us, one of our agents will reach out to you.
Regards,
MM.
AH
Ayub H's updateReviewer Update
06 Feb 2026, 14:22i sent attachments as per request
AH
Ayub H's update06 Feb 2026, 14:22
Reviewer Update
i sent attachments as per request
AH
Ayub H's updateReviewer Update
06 Feb 2026, 18:20await your urgent respond and advise if the tv will be collected so the customer can go pick any TV to the value over the weekend
AH
Ayub H's update06 Feb 2026, 18:20
Reviewer Update
await your urgent respond and advise if the tv will be collected so the customer can go pick any TV to the value over the weekend
AH
Ayub H's updateReviewer Update
07 Feb 2026, 13:52 I trust that this query will be resolved soon and will give you the benefit of the doubt in the interim.
AH
Ayub H's update07 Feb 2026, 13:52
Reviewer Update
I trust that this query will be resolved soon and will give you the benefit of the doubt in the interim.
AH
Ayub H's updateReviewer Update
09 Feb 2026, 09:25thank you
AH
Ayub H's update09 Feb 2026, 09:25
Reviewer Update
thank you
AH
Ayub H's updateReviewer Update
10 Feb 2026, 10:12Hello Hisense Team,
I understand that this matter is currently pending feedback from the internal technical support team or the Voice of the Customer department. Please note that the television was purchased in December, and the fault was formally logged on 26 January. As of today, 10 February, the issue remains unresolved.
In terms of the Consumer Protection Act (CPA), the product is required to be of acceptable quality, free from defects, and fit for its intended purpose. Given the timeline and the lack of resolution to date, the ongoing delay is becoming unreasonable.
I respectfully request that this matter be urgently finalised, allowing me to proceed with an appropriate resolution, including a store credit, before the upcoming weekend, rather than facing further prolonged delays.
Please confirm the next steps and expected turnaround time as a matter of urgency.
Kind regards,
Ayub
Ayub
AH
Ayub H's update10 Feb 2026, 10:12
Reviewer Update
Hello Hisense Team,
I understand that this matter is currently pending feedback from the internal technical support team or the Voice of the Customer department. Please note that the television was purchased in December, and the fault was formally logged on 26 January. As of today, 10 February, the issue remains unresolved.
In terms of the Consumer Protection Act (CPA), the product is required to be of acceptable quality, free from defects, and fit for its intended purpose. Given the timeline and the lack of resolution to date, the ongoing delay is becoming unreasonable.
I respectfully request that this matter be urgently finalised, allowing me to proceed with an appropriate resolution, including a store credit, before the upcoming weekend, rather than facing further prolonged delays.
Please confirm the next steps and expected turnaround time as a matter of urgency.
Kind regards,
Ayub
Ayub
AH
Ayub H's updateReviewer Update
10 Feb 2026, 13:11yes thank awaiting that and i appreciate the response, also i would appreciate if they would collect the tv from the customer let me the next step
AH
Ayub H's update10 Feb 2026, 13:11
Reviewer Update
yes thank awaiting that and i appreciate the response, also i would appreciate if they would collect the tv from the customer let me the next step
AH
Ayub H's updateReviewer Update
10 Feb 2026, 14:52thank you
AH
Ayub H's update10 Feb 2026, 14:52
Reviewer Update
thank you
AH
Ayub H's updateReviewer Update
10 Feb 2026, 16:01Good day,
Firstly, I would like to sincerely thank the Voice of Customer (VOC) Department, especially Monishi, for the outstanding communication and professionalism shown in handling this matter. The responses received from the VOC team have been clear, timely, and reassuring, and this level of service is truly appreciated.
That said, I would like to raise a serious concern regarding the technician who initially assessed the television and reported that “everything was correct,” despite clear and visible panel issues. This assessment was later proven to be incorrect.
It is concerning that a technician at this level could make such a significant error. One cannot help but question the potential consequences if such an assessment were app**** during an actual repair. This highlights an important point: while qualifications are important, experience, attention to detail, and proper technical judgment are equally critical.
I respectfully suggest that Hisense review how technicians are selected and evaluated, as the quality of technical assessments directly impacts customer trust and brand reputation. I also hope that this specific incident is reviewed internally, and that appropriate corrective measures or retraining are considered where necessary.
This experience has certainly been a learning point, and I trust that Hisense will take it seriously to prevent similar occurrences in future.
Thank you once again to the VOC team for their professionalism and support.
Kind regards,
Ayub
Ayub
AH
Ayub H's update10 Feb 2026, 16:01
Reviewer Update
Good day,
Firstly, I would like to sincerely thank the Voice of Customer (VOC) Department, especially Monishi, for the outstanding communication and professionalism shown in handling this matter. The responses received from the VOC team have been clear, timely, and reassuring, and this level of service is truly appreciated.
That said, I would like to raise a serious concern regarding the technician who initially assessed the television and reported that “everything was correct,” despite clear and visible panel issues. This assessment was later proven to be incorrect.
It is concerning that a technician at this level could make such a significant error. One cannot help but question the potential consequences if such an assessment were app**** during an actual repair. This highlights an important point: while qualifications are important, experience, attention to detail, and proper technical judgment are equally critical.
I respectfully suggest that Hisense review how technicians are selected and evaluated, as the quality of technical assessments directly impacts customer trust and brand reputation. I also hope that this specific incident is reviewed internally, and that appropriate corrective measures or retraining are considered where necessary.
This experience has certainly been a learning point, and I trust that Hisense will take it seriously to prevent similar occurrences in future.
Thank you once again to the VOC team for their professionalism and support.
Kind regards,
Ayub
Ayub
AH
Ayub H's updateReviewer Update
11 Feb 2026, 08:05sure will do and thanks again
AH
Ayub H's update11 Feb 2026, 08:05
Reviewer Update
sure will do and thanks again