Unprofessional and Unsatisfactory Service re: Faulty HiSense Microwave (Ticket No. ***) and Credit Note (***7) logged end of March 2025 to date no resolution

I have logged a query with HiSense for the faulty microwave that is under warranty towards end of March 2025. I sent the query to ***. I got an acknowledgement of the message from the Customer Care Team with reference no. ***on the 01st of April 2025, asking that I submit the serial number. That was submitted as requested there was no further acknowledgement. I made another follow up on the 23 April 2025 regarding the update. I then received the credit pre-approval with a number *** from Thuso on the 02 May 2025, mentioning that I will get credit approved with a "53" number. After several calls and email follow up's with the hisense team, I was provided with the Credit Note - ***7 on the 15th May 2025. I have since kept the packed faulty microwave in my house in Kimberley waiting for Hisense to pick it up and get me a new microwave. It has taken more that 20 follow ups calling and emailing the Hisense team. My query was escalated to the Care Team. Relebohile and Phumzile Makonjwa were discussing among themselves in the email about order Re: [ Ticket: *** ] Query and Credit Note: ***7 Inbox

*** Wed, Jul 16, 1:12 PM to me, phumzile.makhonjwa

Hi Phumzile

Please kindly assist 07/07/2025 15 : 30 ZARELEBOHILE : ORDER NUMBER#***

Thank you

ZARELEBOHILE : ORDER NUMBER#***.

That was on the 16 July 2025 after I had also spoken to Tidimalo on the call who promised me that she has arranged a courier company to collect the faulty microwave for Friday the 11 of July 2025. The courier never came no one ever called I waited the whole day for the courier yet I told Tidimalo that I am attending an Academic conference in Jhb from 14 -18 July 2025. I will not be available that week. The courier guy called me on the 15th of July he was at my gate to collect the microwave in Kimberley. I told him the arrangement I made with Tidimalo was for the 11th of July 2025 and no one came, right at that moment I was in JHB. No one from hisense ever folllowed up. I again made an initiative and send the attached email below to Phumzile and Hi Sense no one responded that was on the 24th of July 2025.

Annie Mamoretsi Kgosi <***> Jul 24, 2025, 9:44 AM to service, phumzile.makhonjwa, care

Good morning Hi Sense

I am making another follow up regarding the microwave issue.

Your courier called me last week Tuesday regarding collection when I was in JHB for an Academic conference which I had made clear to Tidimalo Chabalala that I will be away on a conference.

The agreed appointment with Tidimalo was for collection of the damaged microwave on Friday the 11th of July but no one called neither came. Only the following week Tuesday a courier guy calls when I am in JHB.

Once again I need an urgent resolution to this matter either a microwave replacement or a refund to get a new microwave. Despite my calls , emails to and fro and failed arrangements I am still without a microwave three months later.

I think I will take the matter to Ombudsman and hi sense to Hellopeter if this issue is not resolved before end of next week.

Regards

Annie Mamoretsi Kgosi

Further follow-up on the 29th July 2025

Annie Mamoretsi Kgosi <***> Jul 29, 2025, 10:13 AM to service, care

Good day, Phumzile and Relebohile

I have not yet heard from anyone from HiSense regarding the collection of the damaged microwave and replacement thereof alternatively, the refund of my money.

Can you advise when this will be attended to?

I look forward to receiving a response to this as soon as possible.

Kind Regards, Annie

Afterwards, On the 01st August I tried escalating the matter to Ms Ntokozo Mchunu:

Re: [ Ticket: *** ] Collections request ***7 Takealot

Annie Mamoretsi Kgosi <***> Fri, Aug 1, 6:13 PM to Hisense

Good day Ntokozo Mchunu

I hope this email finds you well.

You have assisted me before regarding a sale enquiry.

I hope you will be able to refer me or direct me to a manager as I would like to escalate a case that has been pending since April '25.

I have reported a Hisense microwave that is damaged in April 2025. I have also received a credit refund note but I am since waiting for the damaged microwave to be collected and a replacement of it.

I have been left stranded despite follow ups made with your services and care departments. I have spoken to a consultant named Tidimalo Chabalala and I realized there is also Relebohile and Phumzile Makhonjwa who haven't responded to my emails to date.

I have attached a credit refund note and waiting for the microwave to be collected from where I reside in Kimberley and a new microwave or rather a full refund so I can buy a new microwave.

My number is: *** and alternative email address: ***

I look forward to your assistance.

Regards,

Annie Mamoretsi Kgosi

I was in a presentation on this day I received a call I could not take from their care department, few minutes later I received the below email from Relebohile Leuta who was basically reesponding to my emai to Ms Ntokozo Mchunu please see the email below which I did not respond to as Relebohile now making the claim that She and Tidimalo never dealt with my issues:

Re: [ Ticket: *** ] Collections request ***7 Takealot Inbox

*** Tue, Aug 5, 9:14 AM to me

Good day,

Thank you for reaching out, and we sincerely apologise for the continued inconvenience you’ve experienced.

Kindly assist us by confirming which specific emails sent to Relebohile, Phumzile, and Tidimalo have not received a response, so we can investigate and ensure accountability on our side.

We would also like to highlight that multiple attempts have been made by both our team and the courier company to get in touch with you regarding the collection of the damaged microwave. According to the courier’s feedback, your WhatsApp messages remain unread, and calls to your number go unanswered, making it difficult for us to proceed with the collection.

We truly want to resolve this matter for you as quickly as possible. Please confirm a suitable date and time for collection and ensure that you're reachable via phone or WhatsApp so the courier can successfully coordinate with you.

NB!! The courier requires a notice of 24-48 hours; therefore, the collection date cannot be tomorrow, 06.08.2025

Kind Regards, Relebohile Leuta Case Resolution Specialist Voice Of Customer (VOC) Department Hisense SA Sales Holdings (Pty) Ltd.

Could this imply as a customer I am making up stories? Yet I am sittiong with a trail of emails between customer and care services. What about the recorded calls, which I used my own airtime to make. I have mentioned that I am always travelling because of work and other personal obligation as my home in is Midrand GAUTENG. I stay in Kimberley because of work. I cannot be promised that a courier will come for the microwave for over four (4) months, and that never happened meaning I am sitting without a microwave for almost five(5) months waiting for hisense to assist me or refund my money. None of this happened, I have just been taken from pillar to post by these consultants and I am tired of it. My own work is very demanding and I cannot deal with the hisense stress for five months on a simple exchange of an item. Finally, Relebihile claims that she and her collegues Tidimalo does not know and they never dealt with my issue. I find this service appauling and disgusting especially because I have a credft note for a new microwave to be purchase or replaced. I never thought I will experience such a pathetic and unprofessional service from hisense as most of my appliances are hisense products. The reasson I escalated to his/her Ntokozo Mchunu was due to her efficiency when I had a problem with my fridge and they dealt with my issue efficiently. But now I am stuck with a faulty microwave without assistance as I mentioned I travelled a lot. If an arrangement is made Hisense need to stick to it.