POOR SERVICE FROM HISENSE & ABSOLUTELY DISGUSTED

I Bought a 5 burner gas stove with electric oven in November 2022. In July 2023 our oven glass exploded for no reason while baking.

I made contact with Hisense and they told me that the warranty doesn't cover the glass as I'm one in a million. So I asked for a new glass and stainless steel strip that holds the glass to the frame. Hisense told me they don't have stock and that they are not sure as to when they will get in. Unfortunately they can't help me.

I then went straight to facebook & sent a complaint on the Hisense facebook.page on messanger. Within an hour I was contacted and all of a sudden Hisense had a faulty unit they could help me with. I was happy with the as its just a replacement part.

I was then told they found a glass door for me that was in stock with there warehouse, bear in mind! Earlier that day Hisense told me there is no Stock and they can't tell me when they can help.

So I was happy that they had the glass door for my oven and asked to pay, I also asked please to make sure they have the stainless steel strip with the glass door as it cannot be fitted without it.

I asked Hisense please can they send a technician with the glass door as I don't want to fit it myself as I don't want to loose my warranty.

Hisesne gave me a number for a technician that can help, I was happy and paid and told them when they are happy and ready tonrelease the technician collect and come straight to me to install.

To my surprise the glass was delivered with a courier company not packed carefully as its glass. Only paper not even bubble wrap.

The delivery arrived, but no stainless steel strip like I asked. My question is, why have a spares department that has no cooking clue what's happening. Then I called again and asked for a stainless steel strip as I originally requested. No stock as they are doing stock take.

I had direct whatsapp communication with someone in the spares department and they read my messages and my e-mails but failed to update me on the missing part I had ordered.

Then my wife called and apparently they spoke to me to say that don't have spares. Which never happened. Eventually after I had called and threatened to e-mail the sales director of South Africa & the international Director of Hisense. Within an hour I had a invoice for the missing part that I had originally ordered.

The part was delivered the next day, but once again I had asked please to check that the stainless steel strip has the glue pad that sticks to the glass as the stainless steel strip hold the glass in place on the frame.

The stainless steel strip DID NOT HAVE THE GLUE PAD. Once again Hisense has no sense on their service department and have training whatsoever on spares. I'm utterly disgusted on the poor service delivery and the rude staff of Hisense.

The best is I asked can I collect the spares as the delivery cost is ridiculous.

The glass door cost exclusive of vat was R455.40 & delivery was R218.50 the stainless steel strip cost exclusive of vat was R110.40 & delivery was 218.50. I paid R437.00 exclusive of vat for delivery which was 16.5km away. I wasn't even allowed the recommended technician from Hisense to collect as its not their policy. The cost of the delivery was 49% of the cost for the spares exclusive of vat.

This is shocking and disgraceful on such a big brand company to rip people off and give such bad service. This whole process started with Hisense on the 24th of July 2023 and was all done and completed on the 17th of August 2023.

I will never support this brand ever again.