Complaints

• Initial Complaint

  02/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  refridgerator stopped cooling while still under warrenty. contacted manufactuerer, Been over a month, still no repair or replacement

  

  Business response

  02/07/2025

  Good afternoon,

  We at Hisense USA regret to hear about the no cool issue you are experiencing and apologize for the delay in service. Upon reviewing the case number provided, we found that the original service call was canceled on February 4th due to the customer not wanting to wait for service. We have since created a new case and forwarded it to our field service team for scheduling. A technician will contact you within 3-5 business days to confirm a service date.
  

  If you have any additional questions or concerns, please contact Hisense Support at ************ and reference the new case number H3613596.
  

  Thank you for your patience.
  

  Best regards, Hisense USA Support

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Hisense refrigerator from ******. It stopped working just over 2 days from getting it. The fridge will not cool. ****** does not allow returns of appliances after 48 hours. The fridge has a valid one year warranty. I contacted Hisense and made a warranty claim on 1/12/25. Hisense sent the parts to my home and was supposed to find a repair technician to repair the fridge. The first business assigned only repairs items they sell and declined. I have called back to get an update on many occasions and I am always told that they are trying to find a tech and to wait 24 hours. I have asked to speak to a supervisor 4 different times and have yet to receive a call. And we still don't have a tech assigned. This is our only fridge as we had to get rid of the other one. We have no way to keep food cold. This has been going on 4 weeks and is unacceptable and I cannot get any help by calling.

  

  Business response

  02/05/2025

  Good afternoon,

  Hisense USA apologizes for the service delay you have experienced. Upon reviewing your case, we have confirmed that your unit was processed for a Return Authorization (**) back to the retailer on Monday, February 3rd. Please allow 48 hours for this authorization to be processed and sent to Lowes. You will then be notified of the next steps to complete with the retailer. Once the ** is processed, you can return the unit to the retailer for an exchange, credit, or refund, as determined by the retailer.
  

  Please note that the unit must be returned in the same manner it was received. If it was delivered, you will need to arrange a pickup directly with the retailer.
  

  For any additional questions or concerns, please contact Hisense support at ************ and reference case number H3580258.
  
  

• Initial Complaint

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered this Hisense 65 inch U8N through ****** and the TV shipped from one of Hisense Wear houses. I wasnt home when the TV arrived to my ************************ (otherwise I would have rejected the order ) and my neighbor thought he was being nice and received the TV and placed it in my car port. When I came home the box was beat up and you could tell this box wasnt aNew box. Im like , ok maybe they just reused the box . I start unboxing the TV and see they sent used Screws , the stand where the 2 parts of the stand were scratched , obviously got sent a used TV and sold as New on ******. ****** said the only thing they could offer me was a partial refund and to keep the TV and Contact Hisense to get them to send me a replacement TV. The TV overheats and feels like I turned on my furnace , doesnt save my preferences , Dolby atmos and gaming mode works when ever it wants to. I just want a NEW TV and they can come pick up this Garbage they sent. ****** did offer a full refund , but then I wouldnt have a TV and I wouldnt get a refund for about a month. TV was ordered January 24th and arrived a week later

  

  Business response

  02/02/2025

  Dear Mr. ********************* you for reaching out regarding your concern with your Hisense television. We understand your frustration and appreciate the opportunity to clarify this matter. After reviewing the information provided, we were unable to locate any case or calls in our system using the details you provided. Additionally, we must clarify that this issue is not related to Hisense, but rather to Amazon's warehouse and fulfillment process. Hisense does not handle order fulfillment for ******, ****** manages its own inventory, including how products are stored, shipped, and delivered. Since the TV arrived in poor condition, the proper course of action would have been to refuse the delivery so ****** could process an immediate resolution. Given that ****** has already offered you a full refund, that remains the best course of action. While we understand the inconvenience of waiting for the refund, ****** is the responsible party in this case. Hisense's manufacturer warranty does not cover issues related to delivery, physical damage, or products sold in used condition. We strongly recommend you work directly with ****** to resolve this matter, as they are the retailer responsible for your purchase. If you need assistance with troubleshooting technical concerns once you have a properly delivered unit, we would be happy to help within the scope of our warranty.
  

  If you need further clarification, please feel free to reach out at ************.

  
  Best regards,

  Hisense Support

• Initial Complaint

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my chest freezer on 12/29/2021 from Lowes. The chest freezer now will not freeze or turn on which leads me to believe the compressor has stopped working. I opted in for the 5 year warranty which states "for parts and labor on sealed system (i.e compressor, evaporator, condenser, drier, connecting tubing) only. All other parts and labor and are excluded from this five (5) year warranty." I called Hisense on 01/27/2025 to explain my issues with my chest freezer with a representative and she stated they stopped servicing the model that I purchased therefore they are not honoring the warranty. Per the warranty, "Hisense will, solely within the applicable warranty period, and at Hisense's sole discretion, either repair the defective Product or provide the Purchaser with a like new or refurbished product of similar or better quality." My daughter also called on 01/31/2025 for a possible resolution as well and was told the same thing.

  

  Business response

  02/02/2025

  Dear *** *******,
  

  Thank you for reaching out regarding your chest freezer. We understand your concerns and appreciate the opportunity to clarify the terms of your warranty coverage. Per the Hisense Limited Warranty, your unit includes a five-year warranty covering only sealed system parts (compressor, evaporator, condenser, drier, and connecting tubing). All other parts and labor are excluded. As explained during our prior conversations, the warranty requires that a licensed technician diagnose the issue. If the technician confirms that the problem involves a sealed system component, we will provide the necessary parts at no cost. However, labor and any other repairs outside of the sealed system are not covered and would be the responsibility of the customer.
  

  We previously advised you to contact a local technician to inspect the unit and provide an invoice for any required sealed system parts. Once that is provided, we will proceed with fulfilling the warranty obligations accordingly. This aligns with the terms outlined in the warranty, which specifies that Hisense will either repair or provide a like-new or refurbished unit at our sole discretion, within the applicable warranty period. Given that servicing for this model is no longer available, we are honoring the warranty by providing replacement parts for eligible sealed system repairs.
  

  We encourage you to reach out once a technician has assessed the unit. If you have further questions, please contact us at ************** and reference incident number H3605244.
  

  Best regards,

  Hisense Support

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new stove in October that less than 2 weeks later I started having issues with things not working. I purchased the stove with a 2 year manufacturer warranty that the company refuses to uphold stating that there was proof of an infestation and stating this voids the warranty. I find this ridiculous as the couple of bugs (some even dead already) due to recent clearing of a lot next door. Also there is no clause in said warranty paper regarding bugs, if there was I would have purchased a brand with a better warranty due to literally everywhere in *******. I would at the very least like my stove that is less than 4 months old repaired or replaced/refunded to uphold at least 1/4 of supposed 2 year warranty. When I emailed about the issue I got told that the photos the tech sent showed an infestation in my tv . They cant even get their products right.

  

  Business response

  02/02/2025

  Good morning,

  Thank you for reaching out regarding your stove. We understand your frustration and regret any inconvenience this situation has caused. As previously communicated, the manufacturers warranty does not cover damage resulting from environmental factors, physical damage, or infestation. The technicians report, including photographic evidence, confirmed signs of infestation inside the unit. Per the terms of the warranty, this unfortunately voids coverage, and we are unable to offer repair or replacement. We appreciate your understanding in this matter, and while we acknowledge your concerns, this decision is final. Should you require further assistance outside of warranty service, we recommend consulting a local appliance technician for repair options.
  

  If you have any additional questions, you may reach us at ************** (MondayFriday, 9 AM9 PM ET, SaturdaySunday, 9 AM6 PM ET).
  

  Best regards,

  Hisense Support

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called customer service regarding my TV going out after only a few months of owning it. My TV was purchased 11.17.24.on 1/18/25 as im watching TV, the screen went black, where you can still hear audio but no picture. I have gone through the prompts of resetting the TV and nothing has worked, furthermore everytime i turn it on now, there are 2 faint lines that have appeared running vertically along the left side of the ***** i was on the phone with customer service, I was told to upload a picture of the TV, which i did, then I was told my damage is due to IMPACT, and that the warranty doesn't cover impact. I was shut down right away by customer service, stating my black screen is due to impact, and not covered by warranty. And completely dismissed me. I asked for a supervisor, but there was not one available. How would you determine that my black screen is due to impact from a picture? and fact that there was is no damage on the screen what so ever, not even a scratch.. this TV. burned out as I was watching it!I cannot get any help with Hisense and the Best Buy 60 day from purchase warranty is up. I need help with getting a replacement from Hisense

  

  Business response

  01/30/2025

  Good afternoon,
  

  We apologize for the inconvenience caused by the display issue. We have escalated the images to our management team for review. Please allow ***** hours for an update on this matter.
  

  Thank you for your patience and understanding.
  

  Best regards, Hisense USA Support

  
  

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a TV from Hisense 9/5/24 I was having no issues initially with the tv was quite impressed then around January the tv just started flashing with a fully lit screen but no picture. I figured to call Hisense because it was covered under warranty and seemed like a defect. I called 1/8/25 for assistance and was given the run around had to take pictures videos and everything required after many calls and back and forth emails with limited responses I was able to finally get a repair date or 1/16/25 and technician never showed up after doing my diligence to taking tv off stand and placing it on floor I called Hisense again and they switched he date on me to 1/24/25 once again no repa8r man had to call back and they switched date ok me again without knowledge for 1/29/25 just for a repair man to finally show up and declare my warranty voided because a ***** died in tv which could have occured anytime within the initial call and not to my knowledge because I have moved it to the floor for repairman convenience twice. The fact that this company doesn't honor scheduled dates and warranties really put a bad taste in my mouth for their products because like I said no damage to the led panel itself just couldn't get the picture to push through. Like I said my initial experience was decent but when it came to customer service and getting a timely resolution really gave me a very negative experience, it's like we are held to the mercy to whenever the company feels obligated to service their customers then get burned to anything that happens within their time frame

  

  Business response

  01/31/2025

  Good afternoon,

  Hisense USA sincerely apologizes for any inconvenience caused by the miscommunication and service delay. We understand your frustration and regret any distress this situation may have caused.
  

  After a thorough review by our technical support team, we have determined that the reported bug infestation in your unit falls outside the scope of our manufacturers warranty. This conclusion was based on the images provided by the technician at the time of service.
  

  Our warranty terms, which are clearly outlined at the time of purchase, specify that defects from external or environmental conditions are not covered. While we regret that this outcome does not meet your expectations, we must adhere to our established warranty policies.

  We value our customers and strive to provide a fair and transparent warranty process. Thank you for your understanding.

  Regards,

  Hisense USA Support
  
  

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/20/2024 I purchased a 70 inch Hisense tv from ******* at *********************************************************. This tv came with a two year manufactures warranty. After 3 months this tv screen went black and had no volume. The power indicator shows power. This tv was never hung on a wall or abused and barely used. Ive tried to exchange it at ******* Ive tried to contact Hisense and cannot get them on the phone or to answer emails. ******* says this issue is Hisense issue and not ********. Im out of options and I have a tv that has a manufacturer defect. Nobody will help me. I still have the receipt and I e sent it to Hisense as I registered it on their website for warranty purposes. Can you please help me get this tv exchanged or fixed. This should not be an issue I have to deal with. Ive only owned this tv since 10/20/24 as stated before.

  

  Business response

  01/30/2025

  Good evening,
  

  We apologize for the delayed communication the customer has experienced. Upon reviewing the case in our system, we can confirm that a service call has been scheduled for January 31st with LIFETIME. If there are any additional questions or concerns, please contact Hisense support at ************ and reference case number H3602610.

  Best regards, Hisense USA Support

  
  

  Customer response

  01/31/2025

   
  Complaint: 22873982
  
  I am rejecting this response because: I still do not have an appointment for my tv to be fixed. I was also called and told for the inconvenience to check my email that a ******************************** my email, and it wasnt. I just keep getting the runaround. I guess Ill find out today if I get a call from the technician. I just called them and they said that they dont have the parts and are waiting on Hisense to mail them the parts. So Ive been told that everything will be taken care of in due time and in the meantime heres 100 dollars in your email but again I didnt get that either. Idk,,
  
  Sincerely,
  
  ****** ****

  

  Business response

  02/02/2025

  Dear *** ****,
  

  Thank you for reaching out. We appreciate your patience as we work through this matter. According to our records and your own confirmation on January 31, 2025, the technician has completed the repair, and your television is now in working order. We are pleased that this issue has been resolved. Regarding the $100 gift card, we understand your concern and sincerely apologize for the delay. We have escalated this matter to management and are actively working to ensure it is processed as soon as possible. We appreciate your patience and will provide an update as soon as we have further information. Should you need any additional assistance, please feel free to reach out to us at **************.
  

  Best regards,

  Hisense Support

  Customer response

  02/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/30/23 paid $1,084.64 for a range from Lowes. On 11/28/24 get Error code 008 follow trouble shooting steps. 01/01/25 error code *************************************** book it states call for service. ************ 1/3/25 they set a repair person to come 1/16/25. This person takes apart range and cant fix it. States master technician has to do repairs. Until this point oven didnt work but at least stove top did. Repair technician leaves with the range half put together oven not working stove top now not working and tiny screws on the floor. 01/24/25 master technician comes to do repairs ( several hours late) states repairs are done leaves after 8 pm. Go to use product for first time since repair, the range, pops, sparks and dies. Out of fear I shut power to unit from main. For 3 days I have been getting the run around waiting for call backs about this defective product. The product was working ok until November than with troubleshooting it was fine but in January on new years is when the issues really started. I have now been without an oven for 29 days and adding insult to it without stovetop burners for 13 days so no use of this product. It appears if the oven was used longer than 30 minutes the ************* was overheating but now the entire unit is dead and I want this product completely replaced no repairs as I believe this is a fire hazard now. Store credit at *****, refund or total replacement of product at not cost is being requested.

  

  Business response

  01/30/2025

  Good afternoon,
  

  We apologize for the inconvenience caused by the unsuccessful service and communication delay. After reviewing the customers cases *********, ********, and *********, we have decided to submit a Return Authorization (**) to the retailer. The customer will then receive instructions from Lowes on the next steps.
  

  Once the ** is processed, the customer can return the unit to the retailer for an exchange, credit, or refund, as determined by the retailer. If the unit was delivered, please arrange a pickup with the retailer.
  

  For any additional concerns or questions, please contact Hisense customer support at ************ and reference the initial case number H3567715.
  

  Best regards,

  Hisense USA Support

  
  

  Customer response

  01/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a refrigerator on 6/23/24 from ******. A Hisense refrigerator. On January 16, 2025 the product quit working properly. Called Hisense on Jan. 17 to get warranty work on refrigerator. They claimed someone would call with information. They did and said they would send a service provider to help. After 4 days I called again to find out why no one was coming to help. Hisense said they put out a work ticket and gave me contact information to call service provider. Service provider told me they don't have a contract to work on refrigerators. Called Hisense and told them this. At this point I get very little info because they claim their management team is looking into it. I ask them for a timeline for how long this should take. They claim again that I'm 3 days they'll call me back. They don't. I call them asking on progression. They won't give me any timeline. Just claim they'll work on it. Going on 3 weeks at this point with much frustration.

  

  Business response

  01/29/2025

  Good afternoon,
  
  Hisense USA apologizes for the inconvenience caused by the service delay. After reviewing your case (H3587401), we will submit a Return Authorization (**) to the retailer within 48 hours. You will then receive instructions from Lowes on the next steps.
  
  Once the ** is processed, you can return the unit to the retailer for an exchange, credit, or refund, as determined by the retailer. If the unit was delivered, please arrange a pickup with the retailer.
  
  For any additional concerns or questions, contact Hisense customer support at ************ and reference your case number.

  Customer response

  01/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩