ZERO CUSTOMER VALUES

My parents, who are pensioners, bought a new 43" UHD Hisense TV from Appliance World in Velddrif. When my mom got home from the store they put the TV which was still in it's box in the guest bed room. The next day my father and two of his friends carefully took the tv out of the box, put the wall bracket on to the TV and hung up their brand new TV to the wall.

When they put on the tv for the first time, there were black sections on the TV screen. My mom described it like spider webs. There was no physical marks on the TV at all and no signs of trauma. She then took the TV back to the place where she bought it, just to be told that the TV would need to be sent to Hisense to be assessed.

My mother, being the helpfull person that she is, then offered to drive to Cape Town from Velddrif to take the TV to Hisense herself. I would have just demanded that Appliance World replace the TV right there and then. Anyway, long story short, the Hisense technician simply opened up the TV, just to confirm what we all knew already, than the LED screen that sits behind the glass is broken and said that this is not covered in the warrantee that the TV comes with.

This is utter BS. How can you buy a product and just to find out from no fault of your own that the thing is faulty. My parents now have to part with R5000 that they saved up to buy a new tv, since their old TV, which was also a Hisense TV BTW has stopped working after 4 years.

How can a TV be that fragile that by just taking it out of the box it breaks? Also, it breaks in such a way that there is no way to tell that it is broken until you plug it in??? What are my parents to do now? This is not a good experience for all involved, the store where she bought the TV will not get our support again and HISENSE will not get our family or friends support again, no matter how good or affordable their products may be, if this is the type of customer service or after sales service they provide. It would have been better if we take our money and just throw it down the drain, at least then we can see it float away .