Terrible Service and Broken Promises

Job card nr: 211-500-231

My television was collected on 30 July.

On 19 August, Hisense told me via email the TV would be delivered between Friday (21 August) and Tuesday (25 August). Broken promise #1.

On 26 August, after inquiring, I received another email saying I would get my television by Friday (28 August). Broken promise # 2.

(At this point it should be noted that using the lockdown as an excuse for delayed service, fails as an excuse, since the television has been repaired, but merely failed to be delivered twice in a row...)

After the failed delivery, Hisense began ignoring my emails.

So I began phoning during the week of 31 August and 4 September (even though the recorded voice insists email is the best way to get service.... quack quack)

Today on 7 September, I got another email saying my television would be delivered on Friday (11 September) - but i have lost confidence in such statements. Even if they did deliver then, it would be a 6 week turnaround time for something that should not have taken more than 2 weeks.

This is unacceptable. It has been 5 weeks now, it will be 6 weeks if I wait until Friday.

During the previous week where I phoned, i learned the name of the service centre manager and on 7 September I began phoning, instructing every agent who took my call, that they should get the service centre manager to call me on my cellphone within an hour to resolve my concern. More promises were broken than the initial 2x.

Again, a repair like this should really not have taken more than 2 weeks to resolve. It is now 5 weeks, going on 6 or possibly more.

I have no confidence in Hisense to deliver quality service and will not purchase Hisense products in future, and will discourage others from purchasing Hisense products on the basis of poor service.