Product and service issue - HISENSE

I am writing this review to express my deep disappointment regarding both a Hisense appliance and the after-sales service I have received — or, more accurately, not received.

For years, I have been a loyal Hisense customer, purchasing a range of your products, including televisions, washing machines, and refrigerators. On 13 June 2026, I purchased a new Hisense side-by-side fridge and freezer (Model No. ***). At the time, I had a perfectly functional mirrored Hisense fridge, but chose to upgrade. That decision is one I now deeply regret.

Within only four months, the appliance has stopped working entirely. Both the fridge and the freezer compartments have failed. I conducted my own troubleshooting, and when the issue could not be resolved, I logged a service call with Hisense on 30 October at approximately 8:00 a.m. The consultant I spoke with, Hinkhensile, assured me that the matter had been escalated and that a technician would contact me within 24 hours to arrange a visit — although the follow-up email I received stated a timeframe of up to three days.

It is now 31 October, and I have had no communication whatsoever from Hisense or any technician.

In the interim, I have lost the entire contents of the fridge and freezer — groceries I had just purchased for the month, valued at over R5,000. It is currently summer in South Africa, and I have no means of refrigerating or freezing any food. This is not merely an inconvenience; it is a significant disruption to my household and a genuine health and safety concern.

For an appliance as essential as a refrigerator, I would expect a far more responsive and reliable support process. The current system is inadequate, and the silence from Hisense since my call suggests a concerning lack of urgency and care.

I must be candid: this experience has severely damaged my confidence in Hisense. Unless this matter is resolved promptly and to my satisfaction, I will not purchase another Hisense product, nor will I recommend your brand to anyone.