Pathetic service

Hi there. Please see information below sent to Hirsch as well Sequence of events: First call we made on the 21st November 2019 (Thursday), we spoken to Keshan and he took the details down and supposedly logged the call. We then called on the 22nd November 2019 (Friday) to follow-up as we did not receive any feedback regarding this query. We spoke to you on that Friday morning and you said you will WhatsApp Donovan with feedback. We then called you in afternoon as you did not provide any feedback. We were then advised that we will be contacted by the Hisense service centre. On the 25th November 2019 (Monday), you advised us that Hisense technician tried calling us and that we should contact the Hisense service centre which we did. We were advised by the Hisense service centre (Zama) that an agent will only come to the Ballito area on the 27th November 2019 (Wednesday). The HiSense technician (Logesh) came through to assess the TV on the 27th November 2019 (Wednesday) and he advised that TV board needed to be replaced. We advised him that we were unhappy with that option and would prefer a refund instead. After the technician assessed the TV, we called you to discuss the outcome of the assessment and the option of refund instead of repair. You told us that you were busy as it was the Black Friday weekend and that your lines were down and that Monday you will follow-up and get back to us. On the 2nd December 2019 (Monday), we did not receive any feedback from you and Donovan WhatsApped you to get an update to which you rep****, "nothing as yet did you manage to contact anybody". Donovan responded that he spoke to Zama (Hisense) and she advised that the Hisense policy is to repair if the repair was an option and that we need to chat to the Hirsch’s sales consultant to see if a refund was an option. You then asked for a reference number which we did not have and was not sure what you are talking about. You then responded that supplier called, and TV board needed to be repaired which we accepted. Donovan then called Hisense on the 2nd December 2019 (Monday) and spoke to Brandon to enquire about the repair. Donovan was told that the technician (Logesh) will call back however that never happened. Donovan then called on the 3rd December 2019 (Tuesday) and spoke to Richard. After much difficulty Richard managed to find the job details. Richard also advised that the technician (Logesh) would call us which never happened. On the 4th December 2019 (Wednesday), Donovan called back and spoke to Neren. Neren could not find job details which was really strange as Richard and Brandon could find the job details. Donovan explained the whole situation to Neren, especially around the technician only being available in the Ballito area on specific days. Neren advised that this is not true as a technician is available in the area every day which was extremely frustrating as we were incorrectly informed by Zama. Neren asked Donovan to send the details (i.e. address, contact numbers, TV model, etc) as he was unable to find job details during the call. On the 6th December 2019 (Friday), Donovan sent Neren a text message with the details that was requested and asking for a reference/job number to which there was no response. On the 09th December 2019 (Monday), Donovan WhatsApped Neren and sent the same details to which Neren responded "Spares on order". Donovan then asked when the order was made and the job/reference number. Neren did not respond. Donovan then tried calling Neren on the 10th December 2019 (Tuesday) in the morning and there was no answer. Donovan tried calling Neren again in the afternoon around 4pm and again there was no answer. To date we have not received any response from Neren. On the 11th December 2019 (Wednesday), we called you to discuss this matter as we are extremely frustrated about the unprofessional service we are receiving, and you told us that you will call us back which you did not. We then called you again and you said you also tried getting hold of Neren on the landline and you were unable to get hold of him. Donovan then told you he tried calling Neren on his cell and you asked Donovan to WhatsApp Neren’s cell number which is shocking since these are suppliers to Hirsch and you do not have their cell numbers or any other way to get hold of them. Nirupa then told us on 12/12 that she spoke to hisense manager and she said she approved cancellation and Neren will contact us as usual he did not so i called and he answered call stating cause of load shedding and when he received job number he said theres delay in getting part to us. Yet its way ovet a week now. I then smsed him requesting call records were we requested to cancel this order. Till to date we have not heard from him or Nirupa to even give us feedback. I will never buy hisense product again and i will definitely share my experience on social media as well.Absolitely pathetic service. We expected better than this.

Kind regards, Charlene