Unsatisfactory After-Sales Service for Hisense 508L Side-by-Side Refrigerator

Since November 31st, the unit has ceased cooling, and the internal fridge lights were no longer functioning. I reported the issue on 2nd December and was provided with Job Number ***. A technician visited on 4th December, stating that he did not have the lights in stock but had ordered them. He then attempted to fix the fridge, assuring me it would begin cooling within a few hours. However, this never happened, and the fridge remained unfixed.

On 5th December, I received an SMS stating "completed repair," which was false. I reported again that same day, and Job Number ***0 was issued. A second technician visited on 6th December, fixed the lights, and noted that the previous technician had not done a good job. He refused to work on the fridge, claiming he would not repair a unit previously handled by another technician.

I immediately called Hisense and was assured that the issue would be escalated. However, on 9th December, I received an SMS stating that the repair was categorized as "customer cancelled," which is entirely untrue. I proceeded to call Hisense and was told that the technician had reported I refused the repair, which is a blatant misrepresentation. I was then issued Job Number ***.

On 12th December, I called for an update and was told that the technician had ordered lights—despite the lights already being repaired by the second technician. I told the call centre lady that the fridge is not cooling, so why is he ordering lights???. I was assured that the technician would visit on Friday, 13th December, but this visit did not occur.

The lack of service and the poor communication I have encountered are both shocking and unacceptable. This ordeal has caused significant inconvenience, and I am now considering purchasing another fridge—certainly not a Hisense.

If the fridge is not fully repaired or replaced by 17th December 2024, I will have no choice but to demand a full refund.