ComplaintsforHisense Canada

• Initial Complaint

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ******* 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

  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 response

  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 response

  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

  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

  20/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  17/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  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

  31/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  31/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Good morning, A Television was purchased from Hisense Canada. The tv stop working ( the screen went blank) I called Hisense and reported the issue, the customer service rep & I went through the check list which proved it wasn’t working. They said they would get back to me. About three (3) weeks later I received a email with a letter saying I need to take the tv to (***** Service) to get the tv repaired, which I did, I called ***** Service to follow up on the repair. About a month later they told me the tv cannot be repaired and also reported this result to Hisense Canada. I went back and forth with Hisense until they told me because it cannot be repaired & they cannot replace the tv, they will refund the money $336.74. A month later they sent me the cheque with my name spelled incorrectly. I contacted Hisense several times, I also called there headquarters and left a message about the issue with the cheque. To this day I have not received any response from them. Please I am asking you to help me in resolving this matter. If you need any other information please let me know. Thank you

  Customer response

  27/09/2023

  My issue with Hisense Canada is resolved.

• Initial Complaint

  29/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - Bought Hisense Refrigerator from ******** ********* ****** March 2023 - fridge began leaking shortly after purchase contacted *** but was informed that it needed to go through Hisense Canada - 3rd party (********* *******) came twice, once to diagnose issue and second time to fix it - fridge no longer leaking water -shortly after noticed that refrigerator was not cooling properly (food began to rot), freezer was working well -in June 2023 Hisense was contacted again to fix cooling issue - ********* ******* was sent again and replaced internal computer board to fix cooling issue - fridge still would not cool, Hisense contacted for 3rd time in Aug 2023 - **** ********** tech sent and reported that refrigerator could not be fixed - he attempted to contact Hisense but could not get through - Hisense contacted multiple times over the last few weeks in hopes of solution - Hisense costumer support states **** has been escalted to management and that they would respond withn 24-72 hours, waiting for response since Aug 14th - have waited on hold with Hisense to be transferred to management, phone line disconnected after prolonged waits The fridge is broken and less 6 months old. This is unacceptable business practice. We no longer want anything to do with Hisense or their products and as a result of their inability to accept responsibility for this have cost our family thousands of dollars in rotten groceries. We do not want a replacement fridge we would like this fridge removed free of cost and our money returned.

  Business response

  25/09/2023

  Hello ,

  We I sincerely apologize for your negative experience with our Product and services. Here at Hisense, customer satisfaction is of the utmost importance, and we genuinely regret falling short of that expectation in repairing the unit .
  I can assure you that this issue will not happen again. I’ve already alerted to our service filed management, and our team is working to ensure that you and other customers will not experience this problem in the future with multiple repairs .
  Thank you for your patience in this matter. We are already processing a refund, a cheque will be in mail in 3-6 weeks. Please do not hesitate to reach out. I’m happy to help in any way that I can!

  Best regards.

   

• Initial Complaint

  17/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a refrigerator from Hisense in March 2023 model number *********. About 6 weeks after I received it, the fridge started making a loud banging noise every couple of minutes resembling that of a small firework or pellet gun being fired. Loud enough to awake me from sleeping in the next room. When I emailed the company, they admitted that it was still under warranty, however they do not service this model or honor any warranty claims on that model.

  Business response

  17/07/2023

  Mr **** ,

  I called and left message with my direct number  to call me back . I will be more than happy to assist with this query .

   Best regards,

  ******,

  Customer response

  19/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Sorry I was busy and could not answer your phone call.  * **** ******** * **** ** ** ******** I purchased the fridge from ******* on April 3rd 2023. I emailed your company on April 25th 2023 in regards to the loud banging sound the fridge was making. Since this date the banging has continued to get worse. On April 26th I received an email from ***** saying that you do not repair or offer replacement parts on this model of refrigerator. For a fridge I owned less than a month you should honor your warranty. 
  
  Sincerely,
  
  **** ******************

• Initial Complaint

  30/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2021 I bought a new fridge from ****** and it was made by Hisense. In 10 months my fridge went out on me. They sent over a repair man to fix it. It was fixed and then it went out on me again. I've had to throw lots of food away in which I would think would be a good working order fridge. Well it hasn't. I want the word out there if Hisense won't do anything for me about this matter. Thank you, ***

  Business response

  17/07/2023

  Hello ,

  Please take the Unit to ****** for replacement .

  Best regards,

  Hisense Canada .

• Initial Complaint

  28/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We pId $700 for there portable air con with wifi, the wifi does not work on the unit ,there technician told me it needs to be replaced, I have done everything they have asked like showing a receipt etc,everything I speak to them they say they will email what I need to return item , Within 24 to 48 hrs ,they never do ,I've tried speaking with the manager who won't return my calls ,three weeks now this has been going on for ,please hrlp

  Customer response

  21/07/2023

  thankyou for you help ,the company has now resolved the issue 

*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. ↩