Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new refrigerator on 05-29-2023. I chose the Hisense brand for its 2 year warranty. On 12-16-2024 I contacted Hisense warranty department to report that the refrigerator was not functioning at all. They informed me that they had to order parts and then send a technician out with the parts. After a week passed, the technician came and within 2 minutes said that the compressor was defective and the parts he had did not include a replacement compressor. Now another week has passed and I still have no idea of how long it will be or if they can repair it. I tried to get them to replace it but they insist on repairing it.

  

  Business response

  01/30/2025

  Good afternoon,

  We apologize for the inconvenience this has caused. Upon reviewing the customers case in our system, we can confirm that a Return Authorization was sent to Lowes on Thursday, January 16th, to address the service delay and ensure customer satisfaction. This information was also communicated to the customer via text on the same day. Please see the communication below for reference. If there are any additional concerns, please contact Hisense support at ************ and reference case number H3547100-1.

  "To our valued customer, thank you for contacting ********************** Customer Support. This is to advise that we are unavailable to complete the repairs on your unit. As a result of this we have issued a Return Authorization to ****** store# ****. Once we send the Return Authorization (**) to ******, please be aware that they require a minimum of 48 business hours to process the *** After this period has elapsed, you may want to reach out to the ****** store directly. During your call, provide them with your ** number and inquire about the next steps for your return. Typically, ****** will issue you a store credit once the ** has been processed, which will enable you to purchase a new unit or make other eligible purchases in the store. ****** should also be able to assist you with the transporting of this defective unit and replacement delivery.
  Please Note: The ** is valid for 30 days; we deeply regret this inconvenience.
  
  Return-Authorization # H3547100-1
  
  Please Note: When you contact the store speak with either the RTM Clerk or a Manager. If the store does not have a RTM Clerk anyone in the receiving department will be able to assist you"

  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

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON 12/27/2024 I PURCHASED A HISENSE 55A6HX ******* FROM TARGET.. UPON GETTING HOME AND BEING CAREFUL WITH THE UNPACKING AND ACTUAL INSTALLATION OF SAID ****, IT BECOME VERY CONCERNING THAT THERE WAS NO REMOTE CONTROL WITHIN THE BOX. I CHECKED AND MY FREIND ALSO DOUBLE CHECKEED... AND NO REMOTE CONTROL. IT BEING LATE IN THE EVENING TARGET WAS CLOSED. THE FOLLOWING MORNING I WENT BACK INTO TARGET AND SPOKE WITH GUEST RELATIONS; AND INFORMED THEM OF THE SITUATION; AND WAS ADVISEDD TO CONTACT THE MANAFACTURE. OVER THE NEXT 2 DAYS I TRIED UNSUCCFULLY TO CONTACT HISENSE SUPPORT LINE - NO ANASWER. I COMPLETED AN ONLINE TICKET. I RECEIVED A RESPONSE VIA EMAIL REQUESTING PHOTOS OF THE TV, SERIAL NUMBER AND RECEIPT TO BE SUBMITTED AND SOMEONE WOULD FOLLOW UP. IT HAS BEEN MORE THAN 3 WEEKS AND NOTHING. I FINALLY DID GET THROUGH TO SUPPORT TEAM, BUT THE BACKGROUND NOISE OF THE CALL CENTER WAS SO LAUD, NOT TO MENTION THE AGENT WAS VERY RUDE; AND AFTER 45 MINUTES ON THIS CALL, IT WAS DISCONNECTED. NOBODY TRIED CALLING ME BACK. YOUR CALL CENTER IS NO HELP AND VERY DIFICULT TO GET AHOLD OF, THAT I WILL NOT MAKE ANOTHER ATTEMPT. I JUST WANT A REMOTE CONTROL FOR MY ****. IF I DO NOT RECEIVE ONE ASAP THE **** WILL BE RETURNED BACK TO TARGET FOR A FULL REFUND. AT LEAST TARGET'S GUEST RELATIONS HAS OUTSTANDING GUEST ASSISTANCE; AND IS EVEN WILL TO ACCEPT THE RETURN OUTSIDE OF THE NORMAL RETURN WINDOW.

  

  Business response

  01/28/2025

  Good afternoon,

  We apologize for the delay in communication and any inconvenience this may have caused. A part order for a remote control has been submitted to our warehouse team for processing. The order, reference number #*********, has been requested for expedited handling. Should you have any further questions or concerns, please contact Hisense support at ************ and reference case number H3569986.

  Thank you for your understanding.

  Best regards,

  Hisense USA Support

  
  

  Customer response

  01/28/2025

   
  Complaint: 22861414
  
  I am rejecting this response because:

  I CONTACTED HISENSE AND INQUIRED ABOUT THE REFERENCE GIVEN, BUT WAS TOLD NO ORDER. I HAD THEM AGAIN TRY TO COMPLETE THE REQUEST FOR BOTH REFERENCE NUMBERS GIVEN IN YOUR RESPONSE. SAME ANSWER NOTHING FOUND? IT WOULD BE GREAT IF AN EMAIL FROM THE WEARHOUSE TEAM WOULD BE SENT OR A TRACKING NUMBER.
  
  Sincerely,
  
  ******* *****

  

  Business response

  01/30/2025

  Good afternoon,
  

  We sincerely apologize for the inconvenience caused by this delay. After reviewing our part order system, we found that the remote control has not yet been shipped. This issue has been escalated to our warehouse team for immediate attention. We will provide the tracking information to the customer as soon as it becomes available.
  

  Thank you for your understanding. If you have any further concerns, please contact our support team at ************.
  

  Best regards, Hisense USA

  
  

• Initial Complaint

  01/26/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a refrigerator on 4/27/24 from ****** it was a top refrigerator, bottom freezer. On 12/29/24 we noticed the fridge part wasn't cooling. I called Hisense the manufacturer of the fridge since it was less than a year old and it would fall under the manufacturer warranty. I tried what the automated system said to do on the phone but it still wasn't cooling. I had to wait until the next day to speak to a live agent they said a part was order. This is without a technician looking at the problem and I had to wait 3-5 business days for that to be delivered I would get a call from a technician. Time pass I didn't hear from anyone so I called Hisense again this time they said the order was there but it had not been placed again had to wait another 7 business days before someone contacted us. A technician comes to my home and then another shows up as well they work on the fridge and tell my husband that in a couple hours it should be cool. They leave. My husband called me to say it still wasn't cooling. I called the technician company and they said according to his notes I had to wait 24 hours but that was not said to us. Called back 20 hours later and told the technician company it didn't take a genius to know the fridge wasn't cooling. They were going to reach out to the manufacturer. I also called on 1/14, 1/17, 1/21 & 1/23. The technician company finally called me on Friday 1/24. They came to my home with the same part did whatever he did and the Fridge still doesn't work. At this point all I want is for Hisense to replace this fridge since the technician can't seem to fix it. I have been without my new fridge for a month now. And no one replacing the food I had to throw away ??. These companies are a joke and what they put the consumer through to honor a warranty. Please help I'm desperate. I have attached my hand written notes as well.

  

  Business response

  01/27/2025

  Good afternoon,
  
  Hisense USA sincerely apologizes for the inconvenience caused by the unsuccessful service attempts. Upon reviewing the customers case, we found that the notes from the January 24th service call have not yet been updated in our system. Once these notes are available, we will be able to determine the next steps for the warranty.
  
  For the most current updates on your case, please contact Hisense support directly at ************ and reference case number H3586550.
  

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my 87 year old mother a ******* 43 inch TV. That TV failed and was still under warranty sobHisense replaced the TV with what was supposed to be a brand new TV. Well the replacement TV has failed in less than 2years. Now Hisense is saying there is nothing they can do because the warranty of the original TV has expired. So the replacement TV which is obviously a refurbished TV has no warranty has failed. No picture m, no sound but powers on. I have called Hisense customer multiple times and they say the TV is out of warranty because the original TV is out of warranty. If the replacement TV was brand new then a warranty should have been issued and started for the new replacement TV. The TV is a lemon and Hisense is absolutely horrible in telling me that there is nothing they can do; warranty has expired. This is an example of absolutely poor customer service and I need something to be done about the failure of not 1 43 inch ******* TVs for retired senior citizen whose retirement years consist of her watching favorite TV programs on her TV all day log. Now what? No TV again? ********** failed again with no help from Hisense in replacing the TV with a non lemon model which is not refurbished.Hisense needs to be held accountable for 2 bad TVs in such a short period of time. Hisense has refused to do anything about this issue which is why I reached out BBB for assistance. Hisense has all of the information on file regarding the original TV which failed and the replacement TV which has also failed.

  

  Business response

  01/23/2025

  Good evening,

  Hisense USA acknowledges the customers concerns regarding the exchange unit and sincerely apologizes for any inconvenience caused. While we understand your frustration, we must affirm that our decision regarding your warranty claim is final.

  Upon reviewing the customers case ********, it has been confirmed that the initial ******* unit, which was exchanged, was covered under a 1-year warranty. At the customers request, this unit was replaced with a new 43C350KU model. According to our policy, replacement units or parts continue the original units warranty period or are covered for 90 days, whichever is longer. This exchange occurred in 2022, meaning both the original unit (purchased in July 2021) and the replacement unit are now 2-3 years out of warranty.

  We adhere to our warranty terms, which are clearly outlined at the time of purchase and within our warranty documentation. We regret that this outcome does not meet your expectations, but we must uphold our position on this matter. We value our customers and strive to provide a fair and transparent warranty process.

  Best Regards,

  Hisense Support
  
  

  Customer response

  01/23/2025

   
  Complaint: 22846194
  
  I am rejecting this response because:
  the 2 *******s in this nightmare are lemons. Why did your original and the replacement TV not last more than 5 years combined? The issue is not  the warranty so stop hiding behind your warranty. The issue is defective unreliable,TVs twice. I had a ********** for 13 years.  The ******* never failed; I gave it away. Why didnt  your 2 ******* TVs last for 13 years? The first TV failed after 2 years. The replacement TV failed  in less than 2 years. Why? Please explain!
  There are many consumer complaints about your TVs  not just mine. Why do you continue to release disposable TVs to hardworking consumers like myself?
  See the link below. 
  ***************************************************
  Go to this website and see all of the complaints about ******* TVs. 
  Sincerely,
  
  ***** ******
  Sincerely,
  
  ***** ******

  

  Business response

  01/27/2025

  Dear Ms. ******************* you for sharing your concerns. At Hisense USA, we stand by the terms and conditions of our warranty, which are designed to provide coverage for manufacturing defects within the specified period. We regret that your experience did not meet your expectations.

  While we strive to deliver reliable products, electronics can occasionally encounter issues outside of warranty terms. We encourage customers to review warranty coverage at the time of purchase to ensure it aligns with their needs.

  We value your feedback and will share it with the appropriate teams to help us improve. If you have any further questions or need assistance within warranty terms, please feel free to reach out.

  Regards,

  Hisense Support

  Customer response

  02/01/2025

   
  Complaint: 22846194
  
  I am rejecting this response because:

  This is NOT an occasional electronics issue and a poor answer. With all of these complaints about your bad TVs it is more than an occasional electronics issue. You have defective poorly built TVs that clearly have major failures and you are not will to admit it nor do anything about it.Your The bottom line is that your lemon TV went bad within a short period of time (not a quality item like my ******* which lasted over 13 years and never stopped working) You replaced the TV under warranty then your warranty replacement TV stopped working within a short period of time also. So 2 bad ******* TVs in less than 5 years. Are you proud of your product and proud of how you treat your customers around the world. I have attached complaints posted on website. They are all complaining just like I am about your TVs  being bad.

  Why are your TVs bad and what are you going to do snout it? The warranty replacement TV going bad in less than 2 years is unacceptable and a scam. It probably was not a new TV. Probably refurbished and failed. You owe us a credit so we can go buy a ***********   

  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Purchase: 12/20/2024 purchase total: $939.97 We purchased a brand-new Hisense refrigerator in the box from Lowes ****************************************. The unit was delivered to our AEP building at *************** 12/23/2024 and installed by the tech who delivered. Our office then closed for the holiday, and we returned to office 12/26/2024 and the refrigerator was WARM, but the freezer was COLD. We then went to ***** to ask for an exchange, and we were advised no returns after 48hours we would need to contact a 3rd party to have the unit serviced. We called the 3rd party and filed a claim (incident # H3579407). We were given trouble shooting guidance that didn't work. 1/8/2025 - we sent an email directly to Hisense customer support with a copy of the receipt per their request. On 1/11/2025 we received an email from Hisense telling us to call customer support to again trouble shoot the issue with one of their techs via a phone call. Unit still not working. On 1/13/2025 we got a second email requesting information from us and we sent all info requested. 1/15/2025 we called them directly to get an update on when service would be out, and we were advised the manufactures warranty was VOID bc we placed it in a business and to many people have access to it. We have asked the issue to be escalated bc that is NOT fair as we purchased a brand-new unit in the box that hasn't worked since install. As of today, we still have no resolution. Escalated claim # H3574300 for your records.

  

  Business response

  01/18/2025

  Good afternoon,

  Thank you for reaching out regarding your experience with your Hisense refrigerator. We appreciate the opportunity to address your concerns and provide clarity regarding your case. Our records indicate that your Hisense refrigerator was placed in a business location, as noted in your complaint and supporting documentation. Per Section G of the Terms and Conditions outlined in the warranty documentation provided with your purchase, products used in rental, business, or commercial properties are outside the scope of the manufacturer's warranty. This exclusion is in place because appliances used in such environments are subject to conditions that differ significantly from residential use. While we understand your frustration, the terms of the warranty were established to ensure clarity and consistency for all customers. Unfortunately, because the unit was installed in a business setting, the warranty coverage does not apply in this case. We sincerely apologize for any inconvenience caused. Should you require further assistance or documentation of the warranty terms, please let us know, and we will be happy to provide the relevant materials.
  

  Best Regards, 

  Hisense Support

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this television on July 12th from Best Buy with a 1 year warranty through the manufacturer. Within the first weeks of using this television, I began to experience backlighting issues. The backlight of the television would turn itself on intermittently, with the unit turned off. This would occur throughout every day. I called Hisense and spoke to a representative. Upon sending them pictures as requested of the backlight turned on with the television off and the receipt of the purchase - they also concluded that the television was defective and offered to send a technician to repair the unit. A technician came out 2 weeks later, which caused for me to have to take time off from work to facilitate and to unmount the television - which I feels is burdensome to me as the consumer in the warranty process. The technician replaced both the motherboard and the main power circuit board. The problem persisted within 1 hour after repair. I called Hisense on the following Monday, and provided them with this update. During this call, it was proposed that they will send another technician out to replace another component of the television, to which I did not agree to. I stated to this representative that as the consumer, I am no longer interested in having to go through this process again, especially for a product I spent ***** dollars on. I stated to this representative that I feel slighted by this process, and as the consumer, I would like a refund. My claim was escalated and was told to expect a call within 24 hours. I did not receive a call within 24 hours, and I called back 48 hours later. During this call, I was told that the only resolution was to resend a technician to make another repair. I stated that I was not interested in this process and that it should have taken place during the last repair and that I would like my money refunded, which I was denied. I feel slighted by this process and entitled to a complete refund of my purchase of this product.

  

  Business response

  01/16/2025

  Good afternoon,

  Hisense USA regrets the inconvenience this has caused. After reviewing the initial case, it was escalated to management, who advised that one more service attempt is required before proceeding with an exchange or refund. A new case has been created for a service call to replace additional parts. Once a service provider is assigned, they will contact you to confirm a convenient date and time.

  We apologize for the inconvenience but stand by our warranty terms and aim to service this unit properly before deeming it unrepairable.

  For additional questions or concerns, please contact Hisense support at ************ and reference case number H3585589.

  Thank you.
  

  Customer response

  01/16/2025

   
  Complaint: 22814569
  
  I am rejecting this response because: I absolutely will not accept this as a resolution. There is a class action lawsuit against your company that involves the model and exact issue that I have. I will be compensated for my losses through that litigation. I have lost 6 hours of wages due to the first visit from your technician, and will not be taking anymore time off from my employment to facilitate another visit. As I stated - the SUFFICIENT REPAIR should have TAKEN PLACE DURING THE FIRST VISIT. The only resolution that I am willing to accept is a full refund of this factory defective unit that was sold to me under the pretense as a functioning television. I will continue to explore every avenue available to me until I receive a refund. It is only a matter of time before your company will be forced to compensate the countless number of consumers you have mislead and knowingly sold defective products to. 
  
  Sincerely,
  
  *****

  

  Business response

  01/22/2025

  Good afternoon,

  We at Hisense USA acknowledge your frustration regarding this matter and sincerely apologize for the inconvenience caused. Our support team has escalated your response to management, and a refund request has been submitted. Please note that you will receive the refund via check through the mail. The processing and delivery of the refund may take 2-4 weeks. Should you have any further questions or concerns, please contact Hisense support at ************ and reference case number H3585589.

  Customer response

  01/23/2025

   
  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

  01/11/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I'm writing to discuss my very sad treatment by hisense customer service where they sent out a technician to repair my tv whom ultimately destroyed it stole my computer chips out the back of the tv. Then said hisense would replace my tv. Then hisense says after accepting my documents (receipt) initially that it is magically no good any more and they can't replace or refund my tv i am deeply saddened by my experience and I'm reaching out to see if someone can help me.Also Kitwanna was extremely rude to me(01/10/25)**** ******* ***************

  

  Business response

  01/15/2025

  Good evening,

  We regret to learn about the customer support experience you have described. After a thorough review of the case notes, we must uphold our decision regarding the out-of-warranty status. However, we note that you have accepted our offer of an Amazon gift card, which you should receive within the week.

  Should you have any further questions or concerns, please do not hesitate to contact Hisense support at ************.

  
  

  Customer response

  01/15/2025

   
  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

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Hisense refrigerator 02-14-24. After several months, the ice maker quit working and a ***air tech was sent out. Hisense sent me a letter saying the unit could not be ***aired informing me I should request an "**". On December 20, 2024, I sent all documents requested via 3 certified mailings to: ***** ****/CEO, **** ***********/************************** (these two went to ******** Ferry Rd location), and the **************** Manager at **************. All letters were delivered and signed for by January 06, 2025. On January 08, 2025, I spoke with the customer service department. The *** (not going to out the *** by name unless necessary) could not clearly explain to me the ** process saying, first, I should wait 3-10 business days for "someone to contact me" (from Hisense), then said the "issue was escalated" and then said that "someone would contact me within 24 business hours (from ******)." The *** said they "checked the attachments" and "released the hold." None of this made sense to me so I asked the *** to explain but they simply regurgitated what was previously stated. The *** was condescending and rude when pressed by me to re-explain (said "As I told you before" with annoyance). I needed to know how the ** process works, simply that, wanted to be able to follow-up and get this into my calendar. The end result is I am just floundering here being told that I will be contacted within either "3-10 business days" by Hisense or, maybe I will get lucky "within 24 hours" and will be contacted by ******. This company clearly does not have a handle on providing actual "customer service." I am profoundly disappointed by Hisense. Additionally, all phone numbers (5) I have are circular back to this same customer service department. For anyone interested, I can provide further details. There is not space here to detail everything.I spent almost $1900 with this company. I will persevere with this issue but cannot recommend them to anyone else at this time.

  

  Business response

  01/09/2025

  Good Evening, 

  Thank you for bringing your concerns to our attention, and we sincerely apologize for any frustration caused during your interactions with our customer service team. We understand how important clear communication is, especially when addressing an issue with your appliance. Regarding your request for a store credit, we can confirm that the process has already been initiated. As of now, a Return Authorization (RA) has been issued to Lowes store #**** under RA number H3396555. ****** typically requires at least 48 business hours to process Return Authorizations, after which point we recommend contacting the Lowes store directly. Please provide them with your RA number and ask to speak with their RTM Clerk, a Manager, or someone in their receiving department for further assistance. They will guide you through the next steps, which generally include issuing store credit for a replacement.
  

  We deeply regret any inconvenience this situation has caused and appreciate your patience in this matter. If you have additional questions or need further assistance, please dont hesitate to reach out at ************.
  

  Best Regards,

  Hisense Support

  Customer response

  01/10/2025

   
  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,  
  Aimery Trynt

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2023, I purchase a Hisense freezer at ******. On October 2, 2024, I contacted ****** to inform them the my freezer (still under warranty) was no longer freezing. After a week, a service person was dispatched to my home. Before the tech came, I took pictures of some of the salvaged foods to see if my home insurance would reimburse the food loss.The service tech told me he was going to order the part and notify me when the part came in and to leave the door open until evening to allow the condenser to defrost and to close it in the evening. Later that evening the freezer began freezing again. I bought more food. When the part came in tech schedule a time for the repair. Between the time of the scheduling the freezer went out again. I didn't call Hisense again because the service call was two days out. Two days later, the tech didn't show. When I asked why, he said he thought they were going to replace my freezer because he was told not to service my freezer (even though he had the part). When I checked the status on Hisense incident status, it read "cancel due customer being unresponsive". I don't know how a schedule service call made me "unresponsive" especially since I took off work to meet him. More food loss.I receive a replacement on Nov. 6, 2024. I reached out to Hisense on more than one occasion regarding being reimbursed for food loss. I was told they don't reimburse. When I pressed the issue, I was told I would have to submit receipts and photos. I complied and was told again they don't reimburse for food loss. I questioned why I was asked to submit photos and receipts if they didn't reimburse. They continued to tell me they were escalating it for review. I would like to be reimbursed for my food loss.

  

  Business response

  01/09/2025

  Good evening,

  Hisense USA regrets the inconvenience experienced during the recent service call. We apologize for any frustration caused. After reviewing the case notes, we understand the customers frustration with the request for images. Unfortunately, despite the escalation of the case and images, the requested food reimbursement was denied as it is not covered under our manufacturers warranty.

  If an extended warranty was purchased with the retailer, we recommend reaching out to them for assistance. We appreciate your understanding and value your continued trust in Hisense USA.

  Customer response

  01/09/2025

   
  Complaint: 22782608
  
  I am rejecting this response because an explanation of why the receipts and photos were requested for "consideration" as well as an option provided to upload them when it not a part of Hisense's warranty.

  I didn't purchase an extended warranty from ****** nor did they ask for documentation to be considered. Hisense asked for documentation and I complied.

  An apology and denial of reimbursement is not a acceptable resolution given it took over a month and a $500 food loss when you could/should have simply replaced my $600 freezer within the week of the first service call instead scheduling a service call, having a part ordered and delivered and later cancelling the service call without notice. This is a customer service failure on so many levels. It is ridiculous.

  I hope you will strive for a more satisfactory resolution than the provided response.

  Sincerely,
  
  ******* ******

  

  Business response

  01/16/2025

  Good afternoon,

  Thank you for your comments. We understand your frustration, but our decision on your warranty claim is final. After the failed service attempt, Hisense USA followed the manufacturers warranty steps, processing your Return Authorization with your units retailer.
  
  Your food reimbursement request was reviewed by management, but we must adhere to our warranty terms and will not provide reimbursements. We regret that this outcome does not meet your expectations, but we must maintain our position. We value our customers and strive for a fair and transparent warranty process.
  
  Thank you for allowing us to address your concerns.
  
  
  

  Customer response

  01/16/2025

   
  Complaint: 22782608
  
  I am rejecting this response because:

  You noted "failed service attempt". There was no attempt on my end as I had scheduled service and taken off from work with an expectation of the unit being service. The "failure" was 100% Hisense's failure in making a decision to not service the unit without informing me and leaving me without a place to safely freeze and store my purchased food items. 

  Additionally, your BBB responses continue to suggest that Hisense is adhering to the warranty, but each time I ask the very specific question about why documentation was requested, I have yet to get the answer other than Hisense "reviewed" my document and made a determination to deny my request. 

  What was the purpose of the "review" if from the beginning it was presented as a request for food loss reimbursement?

  Each time I contacted Hisense, I was very clear on the reasons ( reimbursement) I was contacting the company. I'm unclear on why Hisense needed documentation to review an " food loss reimbursement" issue and while asserting reimbursement is outside the warranty, yet requested information as of the option would be considered.

  I am still not satisfied. Please answer the very specific question that was asked.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'd purchased a hisense 32" ******* from Best buy only to discover that the backlight is malfunctioning Best buy provided me with a replacement only to discover that this tv is having issues by not able to set-up the tv with software updates. My internet indicates excellent signal strength. Tried calling hisense customer service only to be provided with a telephone number for roku tech support. Been waiting for a half hour to speak with someone. Poor customer service Including 32" tv products are defective. After two separate tvs being brand new aledgelly are defective

  

  Business response

  01/08/2025

  Good evening,

  Hisense USA apologizes for the inconvenience this is causing the customer. Upon reviewing the warranty claim system, we do see the customer is having an issue with a 003 error code. That is a **** software error which can be solved by troubleshooting with Roku support which is why the Hisense team directed the customer there.

  If troubleshooting with Roku was unsuccessful, we recommend reaching back out to Hisense support at ************ to set up a warranty claim for a repair.

  Customer response

  01/08/2025

   
  Complaint: 22781964
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  

  Business response

  01/10/2025

  Good afternoon,

  A rejection to our response was received, but there was no reason. As previously stated, if troubleshooting with **** was unsuccessful, we recommend reaching back out to Hisense support at ************ to set up a warranty claim for a repair.

*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. ↩