BBB Advises Consumers to Use Caution When Buying Products Sold By Hisense USA

BBB opened a file on this firm when in March 2010 “Hisense established a North American R&D center in Georgia to bring a more market-centric approach to product development and technological innovations.” The company is located at 7310 McGinnis Ferry Road, Suwanee, Georgia, 30024. Mr. Yungang Feng is listed as Director. Their website is http://www.hisense-usa.com/. Telephone numbers listed for the company are 678-318-9060, 888-935-8880 and 877-465-3566.

“Hisense USA sells into retailers across North America such as hhgregg, Best Buy, Walmart, Costco.com, Canadian Tire and many others. Around the world, Hisense has production bases in South Africa, Algeria, Egypt and sales offices in USA, Europe, Australia, Middle East and Southeast Asia. Hisense products are exported to over 130 countries and regions throughout the world.”

To date, BBB has received 258 complaints against this firm. Of the 258, the company has failed to respond to five complaints and six complaints have not been resolved after the company agreed to do so. The company currently has a C- rating with BBB.

Consumers allege that their products, purchased from various department stores, have quit working three to twelve months from date of purchase, while within the one year manufacturer’s warranty. Consumers also state that they purchased an extended warranty over and above the manufacturer’s warranty.

When attempting to contact the Customer Service Department of Hisense USA, many complainants state they were placed on hold for over an hour, and then were advised that a technician would be sent out to make repairs, usually within three to five days.

Based on complaints received, consumers allege that the technicians did not arrive in the agreed time and could take as long as two months before contacting the consumer to make an appointment. Once there, the technician would tell the consumer they were sent the “wrong part” and they would have to call the manufacturer.

Upon calling Hisense USA, consumers were told a technician would come out again to make repairs. Consumers state in their complaints that the technicians were unable to repair their items as the wrong parts had been sent yet again. The technician advised consumer to contact the manufacturer, Hisense USA again. Consumers’ state that Hisense USA asked them to then pack up the product (once they received the return label and packaging details) and the item would be picked up at the consumer’s expense. Consumers would be without a TV from one to six months.

If a TV shipped via Hisense’s instructions is received broken, then consumers have been told that the manufacturer’s warranty is voided. Consumers allege that they ask the manufacturer to file a complaint with the designated shipper and once the complaint is filed, the shipper investigates and notifies Hisense that the claim is denied due to inadequate packaging. Consumers allege that they are then told that their claim is denied although they followed the instructions provided to them for packaging and shipping.

Hisense states on their website “Our stringent Quality Improvement Process helps ensure we offer products that we’re proud to sell and that you are proud to own. We want you to feel confident when buying Hisense, because we’re a reliable brand that you can trust.” Based on complaints received, consumers may feel otherwise.

For companies you can trust, please visit bbb.org/atlanta.