Hisense TV warranty - Unreachable

StuieUK34

Hey guys,

If your unable to reach the firm that provide the warranty for a TV set you purchase, is the last resort to put in writing via recorded post, with an expected fix time resolution ?
If so, and that gets ignored, what would be my next step ?

Issue:
I have a Hisense TV with 2yr warranty. I have a problem which is warranty related. I have gone to the Hisense warranty website, I have called the tele number, but its an answerphone service only.
I have left multi messages over past 2 weeks with no call back.

I have tried the email method (no address, just an online form to complete), tried 4 times over past 2 weeks, no response...

Appears I am not the only one to have these kind of issues with the firm that deal with Hisense warranties.

Just curious on what the process would be, when you cant resolve an issue via PhoneCall/Email....

Cheers

bris

Speak to the retailer and see if they will deal with it for you, then post back after that.


Is it Argos?

macman

You will have at least a one year retailer's warranty, two years if it's JL, 5 years at RS. How old is it?
It's common knowledge that Hisense have ramped up their UK sales operation rapidly, but don't seem to have a service or spares operation to match. Many spares are impossible to obtain, or take months on back order.

StuieUK34

sorry, forgot to say, its past retailer status...
Hisense TV = 2yr warranty, with the 2nd year provided by Hisense....
I got 4 months left of the warranty...


Just had fun on the phone with the utter useless firm that handles the warranty for Hisense TV (get through to a dept that doesn't deal with TV warranties in hope they transfer you)...
So after 9 disconnects, its clear that as a consumer, I wont get anywhere..


Wonder if theres an online firm who write articles on useless firms who make it impossible to do warranty claims ? This would be a good article to write from a customer/consumer perspective!

JJ_Egan

Your Consumer Rights under the law are with the vendor from day one .
Manufacturers warranty is just an add on to your rights .

StuieUK34

what do you reckon would be a good course of action ?
As a recap:
TV is under a 2yr warranty, with the 2nd year being covered by the manufacture.
The TV is in its 2nd year.
The manufacture (Hisense) outsource the warranty to a useless warranty firm called: Pacifica Group (who happen to be 15 mins drive away from where I am, to which I will be calling on tomorrow).

The warranty firm don't answer calls, don't respond to online forms, and after 3 weeks of nothing, I am at my tether.....

As much as we can all quote the law, whats the best action when the business doesn't adhere to the law ?
Trading Standards (which means going CAB and then hoping I get somewhere), etc ???
Just looking for some extra firepower on what I can do.... (I'm in process of writing to the guardian - money matters).... *publicity..

molerat

Who did you buy it from and did that retailer advertise the item as having a 2 year warranty or did you only find out from the information that came with the set ?

How did you pay ?

Fosterdog

Why are you making so much extra work for yourself? Just contact the retailer and tell them you are claiming under the Consumer Rights Act not your warranty, explain that you have spent several weeks trying to claim under the warranty but are getting nowhere. Best case they get it sorted for you quickly, worst case they ask for an engineers report showing the cause/nature of the fault, obtain that and they have to provide a solution and reimburse the cost of the report (if the report finds in your favour).

Only then if they fail to comply with their legal obligations is there any need to take it further and it is the retailer you would issue a claim against not the manufacturer.

Exile_geordie

StuieUK34 wrote: »

what do you reckon would be a good course of action ?

Do what 3 or 4 posters have told you already and speak to the retailer.

StuieUK34

Retailers liability is 12 months for the Warranty/guarantee. (AO.com )
The product is listed with a 2yr warranty indicating the warranty is with the manufacture for the 2nd year.
I have owned the set for 20 months. As said in my posts, this is NOT the retailers issue.
Post 3 doesnt give anything, and post 4 is by me.

I paid with credit card (£700)
Warranty is the way to go, but the issue is with the firm who handle the warranty.


Question is, apart from a solictor, who do you go to when a firm doesnt respond to warranty requests ?

sheramber

The retailer