Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:26/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Hisense regarding a manufacturing defect in my refrigerator. Despite providing clear evidence, including photos, a technician's diagnosis, and repeated attempts to escalate the issue, Hisense denies responsibility by claiming the unit is out of warranty.
  
  The problem involves foam obstructing the fan outlet, causing the compressor to overheat and fail. As a result, the freezer and refrigerator malfunctioned. A licensed technician confirmed that the foam blockage is a manufacturing defect, not regular wear and tear. * **** ******** *** ************ ******* *** * ***** ** *** ******.
  
  Hisense insists I pay for their authorized technician to inspect the unit. Given the defect, I doubt their technician can resolve the issue. I have asked what Hisense would do if the unit is unrepairable but received no clear response.
  
  I have tried contacting Hisense multiple times. On March 14th, I called and explained the foam obstruction, which could be a manufacturing issue. The representative suggested the foam “likely migrated,” implying faulty foam. Regardless of whether it was there initially or migrated, it’s still a manufacturing defect.
  
  I emailed customer service but received no response ****** ***** *********. On March 26th, I called again to escalate the issue. The representative, *****, said no supervisors were available, and I would receive a callback, but no one followed up.
  
  I am seeking a resolution that includes a repair or replacement at no cost to me due to the manufacturing defect. I also request a formal acknowledgment from Hisense that this is a product defect, not just a warranty issue.
  
  The refusal to address a clear defect is unacceptable, and I hope the BBB can help resolve this matter.
  
  Thank you for your attention.

  Business Response

  Date: 07/04/2025

  Hello Ms. *******,

  Thank you for
  sharing your concern. I apologize for the unpleasant experience you shared with
  our company. Customer satisfaction is important to us, and I regret we didn't
  meet your requirements. After the Tech Report was looked at by the senior
  technician it was deemed not a manufacturer defect 
  Please feel welcome
  to contact our support team HisenseCanadaCustomerSupport
  <*************************> if you have further questions , and we'd be
  more than happy to help.
  

  Best regards,

  Hisense Customer care .

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a portable AC unit from Hisense through ****** *********** ******* in May 2022. Used the unit for 2 months and put it away after summer heat. Brought it out in Summer of 2023 to use and it started malfunctioning and blowing hot air. I called Customer Service multiple times, they first tried troubleshooting to no avail, asked me to send receipts and pictures which i did, but they refused finding a solution or sending out a technician.
  They ignored me multiple times and only responded to me in June 2024 a few days after my warranty expired, and conveniently wrote ' warranty just expired' in the mail. I continued to call, escalate on their website and call head office but no response from them. How can i chase Customer Service for over a year??
  **** ** * ******** **** ** **** ********* ******* ********* *** ***** **** **** ***** **** ***** ********** ** ********.
  ** ***** ** *** ******* ** *** ********* ** *** ******** * ********** **** ** *** ***** ****** **** **** ** ********* ******* ** ** ******* **** *** ******* * **** ************* *******. The AC unit malfunctions after one use. Makes no sense. ** ** * ******** **** *** **** *** ** ********** ***** *** ********* ** **********.
  Invoice number; ***********, ********** Product code; ********** Case file number with Hisense; *********  Please I want my hard earned money back. *** **** ** * *****. Never got to enjoy it past the first 6 weeks

  Business Response

  Date: 09/09/2024

  Hello Ms **** **********,

   

  For customer satisfaction and as an exception we will issue a return authorization for an exchange or a refund ,. Our customer c are will email you the details .

  Best regards,

  Customer Answer

  Date: 09/09/2024

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

• Initial Complaint

  Date:15/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a Hisense fridge . It is 15 months old . It is under manufacture warranty. It is unrepairable. We have gone 16 days now without a fridge. We are getting no feed back from the company. Apparently they told **** **** ******* where we bought the fridge that they have a no return policy. I feel it is a dispute between Hisense and **** **** ******* in Mississauga. * ** * ******** *** ** * ********* 

  Business Response

  Date: 19/06/2024

  Hello Mr. *****,

  Thank you for sharing your concern. I apologize for the unpleasant experience you shared with us. Customer satisfaction is important to us.

  Rest assured we will reach out to the store for in-store assistance.

   

  Best regards,

  Hisense customer care.

   

  Customer Answer

  Date: 19/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:**** **** brought us a fridge this morning.  They have been more then helpful. I want to know why you are not granting the hisense manufacting warranty. Why in 20 days without a fridge no manager has called us back. Every time we called were told it takes 24 to 48 hours to be called back. * **** ***** *** **** *** ******** ******* **** * ******** *** ****** ** *** **** ****** *** *** ******* *** ****** *** **** ***** **** *** **** **** **** *** ******* * **** ***** *** ***** This is a dispute between Hisense and **** ****. * ** *** ******** *** *** ********* **** *****
  
  

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

  Business Response

  Date: 10/07/2024

  Hello Mr. *****,

  We apologize for the delay in providing resolution . This is a special case that was to be handled immediately with providing an exchange at the store level .

  Please feel free to contact customer service at HisenseCanadaCustomerSupport *************************** if you have any questions or concerns.

  Best regards,

  Hisense Customer Service.

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On approximately November 24th, 2023 I purchased a TV from Hisense through ******. The TV was delivered around the middle of December and I began to use it with no issues. At the beginning of February I noticed that the screen became distorted. I reached out to ****** and was advised to reach out to Hisense directly. On February 29th I placed a call to customer service and shared my experience and also emailed full details of the issue, including my invoice with price as well as pictures of the issue. Hisense customer service then replied to me (without evidence) that the screen was cracked/damaged. There is no indication that the screen is cracked or damaged as I have never dropped or mishandled the TV; it may simply be a manufacturers defect. Unfortunately, Hisense does not appear to want to work with me to resolved this issue and so I am reaching out to you. Their reason for the distortion with my TV is unacceptable considering that I've had it less than three months.
  
  Thank you for any help or support you can provide with this matter. * ** ******* ** ****** ****** ** * ***** ********* ** ******* *** ** ** ** ** **** ****** ** ************** **** ** * ********* **** ** ************ ********* ** ******** ** ********* ******* ** * ********* ****** **** ***** *** ********** ****** **** ***** ** ** ** **** ********* ** ** *** **** ***** **** ** ** ******** ** **** ******* ** ** ** **** ****** ** **************

  Business Response

  Date: 18/03/2024

  Hello Mr *******,

  I sincerely apologize for your negative experience with our Product and services. Here at Hisense, customer satisfaction is of the utmost importance. 

  I understand how frustrating it is to face this problem. I’ve dug into the issue and discovered that our senior technician has looked at the picture of the TV and the TV was deemed has physical damage.

  Once again, I sincerely apologize for the inconvenience this issue has caused you.

  Best regards,

  Customer Answer

  Date: 18/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As you see in the picture, there is no physical damage to the TV. How did your technician come to this conclusion without having completed a physical examination and not actually seeing the TV in person? I would like you to be more specific as well as provide more details about how you came to this conclusion. The TV remained in the same location the whole time I had it.  It never fell, it was never mishandled. There is no physical damage.  It just stopped working one day while I was using it.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 21/03/2024

  Hello, For customer satisfaction we will send a technician for inspection . Technician will call to arrange for visit at your convenience. Thanks 

  Customer Answer

  Date: 22/03/2024

  
  
  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,
  
  
  
  ***** *******

  Customer Answer

  Date: 26/03/2024

  I am writing to you as a follow up to the most recent communication I had with Hisense; they made a commitment in writing that they would have a technician look at my TV, however, no one has reached out to me.

  I am available at your earliest convenience to have a technician look at my TV. Please let me know what works for you and I will make myself available.
  
  Thank you for your help in this matter and I look forward to a resolution soon.

  Business Response

  Date: 26/03/2024

  Hello Mr. ******* ,

  Our customer care team is waiting on the receipt (Bill Of Sale) in order to arrange for the repair , please send to : *************@*******.com .

  Please use reference # **********

  Best regards,

  Hisense Canada customer care .

  Customer Answer

  Date: 11/04/2024

  So far no one has reached out be it through email or phone call

  Business Response

  Date: 11/04/2024

  Hello Mr. ******* ,

  For customer satisfaction , we already issued a return authorization  ******** for exchange. You must already have a copy sent to your email .

  Best regards,

   

   

  Customer Answer

  Date: 12/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received the return information that you state you have emailed me.  It is also unclear how you plan to proceed. Please let me know,  clearly,  what the next steps are.  Are you expecting that I return the tv? What happened to the other commitments you made,  i.e., having a tech actually look at the tv? I would like more details about how you plan to move forward. 

   

  i need to be clear. I have NOT received any emails from Hisense Customer service about returning the item.  Thank you for any clarity you can provide.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Customer Answer

  Date: 23/04/2024

  I wanted to let you know that the case has been resolved. Hisense sent me a replacement TV and I am satisfied with the outcome. ***** *** ** **** *** **** **** *** ******* **** **** ********** * ****** ********** ***

• Initial Complaint

  Date:05/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* Canada, with their U88H line of TVs, claims to be able to provide a range of product specs. Namely that it can achieve 4K content at 120hz in full HDR. The box claims this, the advertising claims this.
  
  When the TV first launched, when the TV received a 4K 120hz signal, it split the resolution in HALF, resulting in a 1440p effective output despite the fact that the TV's interface **** *** claimed that it was outputting a full 4K image.
  
  A lot of tech reviewers and users raised this as an issue.
  
  As a result ******* put out a "fix". They claimed that this was a software bug. **** ** **** * ***. The truth is that this behavior was the result of a physical limitation with the model, an inability for the chip to output a proper 4k 120hz signal in the advertised HDR specs. *******'s "fix" was a ******** bandaid of a software update. It added an additional mode called Text Clarity, which supposedly would result in the output of that signal that was advertised in the marketing.
  
  It did not do this.
  
  While it will output in 4K/120hz, it does so with SIGNIFICANTLY impeded image quality. The brightness and range of colour are degraded, resulting in an horrendous HDR experience. *******'s chip physically lacks the power to deliver that 4k 120hz HDR signal without making cutbacks in other places.
  
  This is a caveat that was never provided by *******. Other manufacturers that claim this sort of output simply provide it as advertised, with no caveats.
  
  The TV has been out for about 2 years now and it still doesn't provide what ******* advertised.

  Business Response

  Date: 11/01/2024

  Hello , Kindly contact our care center *******CanadaCustomerSupport <*************@*******.com> , we will need the product Serial # . Our customer care team will gladly provide assistance .Thank you.

  Customer Answer

  Date: 11/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had reached out previously to your customer care team and my complaints were not even acknowledged. I received a canned reply telling me to set up a warranty claim. However, a warranty claim and replacement with a like-for-like unit would not address an issue that's intrinsic to the model itself. Your customer care team did not even read over my email. Also, I contacted them in regard to an issue with colour banding on the display, another known issue affecting ALL units of this model. I did not even raise that issue in my original BBB complaint, which I should have done.

  The false advertisement of this display requires a different solution--I am willing to accept a full refund or an exchange for a different model that does not have this behaviour. 

  This sort of thing could easily become class-action. 
  
  
  
  Sincerely,
  
  
  
  **** *********

  Customer Answer

  Date: 26/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have still not been contacted by your customer care team to set up getting the newer model. 

  The newer model (U88K) does not seem to exhibit these behaviours, from what my research has shown me, so I am satisfied with the resolution offered IF the next steps for this are actually facilitated. 

  I appreciate the response and the effort to make it right. But it's been days and no one has contacted me so I'm concerned that it will be swept under the rug. I will accept the resolution once we get close to it being put in motion.
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 05/02/2024

  Hello , Thank you for your patience, we are going to send you an email , we need product info such as Serial number . We will ensure a resolution to the issue or an offer for an exchange or refund is provided for customer satisfaction .Thank you .

• Initial Complaint

  Date:20/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  so i have purchase a HI sense tv years and years ago yes its off warranty which is not the issue. i would also like to add that their product after 1.3 months turns off and never turns on this is the 5th tv i have had that has done that just 3 months after warranty but that's not the issue either i just wanted to add that its a common problem for them, so they rolled out firm ware. to try to fix their tv problems well when they did this it caused another one of HI sense TVs to turn off . the problem they never set it up so ppl can dl the firm ware from the internet and put it on a stick to update the tv to turn back on. problem 2. if your tv wasn't connected to the internet u didn't get the firm ware ur tv wont turn on and u cant update it through WIFI with out being able to turn it on they are in the process of it of making a site on the net that u can dl firm ware with a stick but lacks serials so tells everyone their tv serial is invalid.. so all the tv serials or a good majority are not on the site. if you phone HI sense they say they will mail u the firm ware on stick but they want ur receipt first, not only that but they want the tv receipt date to be on warranty. so all the ppl that bought a tv from them that suffered from their firmware update are out of a tv unless its on warranty or unless they have their recipe. i asked so what if some one had a 4 year old tv with no receipt as its likely off warranty u wont send them the firm ware? and quote nope to bad they will have to buy a new one. so essentially they are selling ppl tvs and zapping them and then saying too bad this cant be legal. i myself was forced to buy a new even though i had a receipt cuz she said the date is off warranty that's ridiculous the tv worked until their firmware release i just need to update my firmware on the tv. which has 0 to do with warranty they in fact should have to buy my new tv will i wait for them to update their site to allow me to have the firmware. i paid 536$ for a new

  Business Response

  Date: 11/01/2024

  Hello , please accept our apology for the late reply , Hisense offers Firmware downlow option , how ever we will send you the FW link and USB for the FW update . Thank you for your patience , Please feel free to contact our customer care @HisenseCanadaCustomerSupport <*************@*******.com> if you have any questions or concerns. Thank you .

  Customer Answer

  Date: 15/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was told my receipt was invalid (she basically said i make it up or that there was no purchase date which there was  and There is nothing that they can do as some women decided my recipet was invalid and then said too bad. it was not for a warranty it was for the firm ware which i was refuse and i was then forced to buy a new tv. i would now like the cost of the new tv i did not need to buy as all they had to go was allow me the firmware, but i was told no.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 16/01/2024

  Hello Ms. ***** , Please provide us your email address or reach out to our support at HisenseCanadaCustomerSupport <*************@*******.com> for customer satisfaction , we will gladly provide a return authorization for the old TV to be returned to the store for an exchange. Kindly use your name ******* ***** as email subject . Thank you .

• Initial Complaint

  Date:17/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Hisense fridge at ****** in December of 2021. About 6 months ago, the ice maker stopped working. I contacted Hisense, they sent a repairman over to fix it. He stated the design of the fridge made it so he wasn’t able to fix it. Hisense then contacted me stating that I must return the fridge to ****** to get a refund. I explained that I am unable to return the fridge. They then sent me an email stating they would send me a. Refund within 4-6 to dispose of the fridge. Then I receive anther email a week later stating that ****** would come get the fridge for the refund, but I would have to wait for the refund… therefore no fridge. To buy the same fridge now would cost more because of inflation. I am unable to spend the extra money to purchase a new fridge, especially with no refund. I requested they replace the fridge, the customer service rep said they were unable to. The only solution I was given was return fridge, wait for refund, then buy a new fridge at an extra cost to me. I feel that it should be Hisense’s responsibility to provide me with a new fridge as my fridge is still under warranty !! I can not afford to spend more money on a fridge!

  Customer Answer

  Date: 27/11/2023

  I had filed a complaint with Hisense Canada, since the BBB reached out to Hisense they have since rectified the situation.

• Initial Complaint

  Date:31/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a line forming on the screen on Sunday, and then the screen went mostly white with some bleeding colour and lines. I called the number to report the issue and was given a reference number and that I would be contacted once I sent the receipt and a picture of the unit. I was not sent any follow up, so I called the service department again. I was told that the had not received the email and picture. I asked to speak to a supervisor and after some back and forth, I was able to reach one (if it was one at all). I was then accused of damaging the screen on the unit and that it voids the warranty. I sent numerous pictures to show that it was not cracked and damaged in any way, to be told again via email that it was not going to be replaced or repaired. The unit is less than 9 months old, the products are faulty and it seems by reading other reviews, that it is common practice for this company to not stand by their product. Shame on you!

  Business Response

  Date: 11/01/2024

  Thank you for sharing your concern. I apologize for
  the unpleasant experience you shared with our company. Customer satisfaction is
  important to us, and I regret we didn't meet your requirements. After the TV
  picture was looked at by the senior technician it was deemed Physical damage
  which is not covered by the manufacturer warranty. You can find the warranty policy in the  warranty card that comes with the unit or on our web site.
  Please feel welcome to contact our care team
  HisenseCanadaCustomerSupport <*************@*******.com> if you have
  further questions , and we'd be more than happy to help.
  Best regards,

• Initial Complaint

  Date:31/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 27th, I purchased a Hisense LED on July 27th from *******. The serial # is ###-###-####63-232G-0577R. The TV was supposed to be for a store, and since the construction got delayed, we opened the TV in Oct. As soon as we turned it on, we realized that the screen had some issues from one end. I emailed the receipt to a customer service representative from Hisense named V on Oct 14, and then were asked for the pictures of the TV on Oct 18. I emailed them all the pictures of the frame including the screen. The next day I got a reply from Andre from Hisense telling me that they don’t cover any physical/accidental damage. I replied back asking for what he exactly means by physical damage as there is not even a single scratch/dent on the tv and it was still in a mint condition? Never heard back from Andre. Finally I decided to give Hisense costumer support a call. She kept saying that Andre has told her that they can’t do anything as it is a physical damage. I requested to speak with Andre directly, to which the representative told me that he can give me a call back. I knew he was never going to call back as he never even bothered a send a reply to the email. I requested the representative to let me speak with a supervisor/manager, to which I was told that since they are understaffed, there is no manager or supervisor and Andre is the only person I can talk to but he is not available right now. Finally I requested her to ask Andre, what exactly he means by physical/accidental damage when there is none. Maybe I don’t understand what exactly he means by physical damage, maybe there is a different definition, but I got no response.

  Business Response

  Date: 11/01/2024

  Thank you for sharing your concern. I apologize for the unpleasant experience you shared with our company. Customer satisfaction is important to us, and I regret we didn't meet your requirements. After the TV picture was looked at by the senior technician it was deemed Physical damage which is not covered by the manufacturer warranty .Our customer care will be sharing the warranty policy which is also on the warranty card when the unit is purchased.

  Please feel welcome to contact our support team HisenseCanadaCustomerSupport <*************@*******.com> if you have further questions , and we'd be more than happy to help.

  Best regards,

• Initial Complaint

  Date:20/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A TV set was bought **** ******* *********** ** ******* ** ******** ****, the TV all of a sudden just started showing lines in switched ON mode - a warranty claim was filed and pictures in switched ON mode and switched OFF mode were sent in via email, got a ticket number and after two weeks , they came back with a judgement without viewing the TV physically that the screen is cracked- There is absolutely no physical damage to the TV and a technician just decided to note that so that Hisense could get out of the warranty claim. The rep disconnected the call when i wanted the claim to be escalated. Ticket# ********* 

  Business Response

  Date: 21/05/2024

  On 24/10/2023 Customer was called and advised about the physical damage . Based on the picture there is an impact .

  Customer Answer

  Date: 21/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Firstly, it was me who called them on multiple occasions and not them, the company simply rejected my claim without sending in anyone to look at it physically- it was under warranty and they should have sent in a technician to look at it.

  the alternate was that I bring in my own technician and then send a report to them - the expense to be fully borne by me for such endeavor. 

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

  Business Response

  Date: 21/05/2024

  Hello Mr. ******** ,

  For customer satisfaction , we are going to set up a tech visit to inspect the unit in person . We are apologize for the delay and we are looking forward to providing you with the best solution ,

  Here is your reference #********** For now.

  Best regards

  Customer Answer

  Date: 24/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is too late, unfortunately I had to dispose the TV set via recycling depot. It is to be noted that it is almost 8+ months now since a complaint was made to Hisense directly and with Hisense just stalling and making excuses, I had not other option to dispose it off. I expect that either Hisense provide me with a comparable TV set or issue a voucher for me to get one. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 03/06/2024

  Hello Mr. ******** ! 

  If the TV is off you may not see the impact but with TV On ******* **** , The impact is visible . Please confirm if the picture **** is from you . 

  Best regards,

   

  Hisense Canada .