Should be 0 stars.
Reported a fault with washing machine that is less than one year old therefore still under warrenty. Reported in October 2024. Had to send photos of connections ect. After 1 week had no reply/contact from Hisense or even an update. Called and explained someone should have contacted as I am without my washing machine due to the issue. Spoke to Stefan whom booked an app with an engineer to visit from Pacifica. App was booked for 28th Nov 24. Instead of arriving at time arranged engineer called me and after explaining to him the problem he advised it sounded as if appliance needed to be completely taken apart and cleaned. He proceeded to tell me this wasn’t his job and I should contact back to Hisense and explain this. I contacted Hisense the following day and explained what engineer had said. Spoke to Stefan again and he said that was not good enough and he would have to arrange another engineer visit. This time the app was booked for Friday 6th Dec. Engineer arrived later than advised, has absolutely no interest and just said ‘it will need a tub change’ we don’t offer this on Hisense models so I will write it in my report, contact Hisense Monday morning and go from there. I called back to Hisense Monday and spoke to Ivy, she explained engineers report stated there was not a fault. I explained what engineer had told me about needing a tub change and said I wanted it looked into. Was promised she would contact me within 48hours. No, she didn’t. I again had to call to explain this is all unacceptable and I am still left without an appliance. This time I spoke with Emma. Again promised she would investigate and get back to be before the close of business and nothing.
Called again and this time spoke to Anthony whom was extremely unhelpful and just said ‘we have to listen to engineer and what he wrote on report’ so there is nothing more we can do.
Absolutely disgusting, after all they have had me on a complete run around for well over 4 weeks. I have 3 children and no washing machine this whole time and their attitude is shocking. Appliance is still under warranty as is less than 1 year old and this should not be happening. I have taken time away from work, spent hours chasing on telephone. The engineer has lied... i have tried to call him directly and of course he is not returning my calls. I will never buy a Hisense model again as I never want to have the pleasure of dealing with their ignorance and incompetence. Customer service (or lack of) is appalling.