Hisense Customer Service or lack thereof!

GazG73

Hi, first time user, long time follower, be kind.

So, Sunday the 5th of January, I came down to find our 5 month old Hisense dishwasher full of water and the time flashing at me, cleared the water and cleaned the filters and managed to get a rinse cycle started but it stopped part way through. I called Hisense customer service who asked for photos and proof of purchase which I sent through. No reply so I contacted on Monday to which I was advised that an engineer will be calling on the 17th. I was disgruntled but got on with washing dishes in a very busy household. I then received an email on Tuesday to advise a part was out of stock and it was going to be at least the 21st, I was furious, called customer service who assured me they would chase the warehouse to see if this part was necessary and the advised a callback before the end of the day.......Guess what? You got it, no call, called back on Wednesday to be told there is not ETA on the part and it was now going to be the 27th!!!! What are my rights here? 5 months old? Not a reasonable length of time for repair and no sign of a write off from Hisense, Please help me.

ButterCheese

Tell them that 7 days is the maximum acceptable time to wait for a repair and you want it repaired in 7 days or you want a full refund immediately

TadleyBaggie

Who did you purchase it from? Your consumer rights are with the retailer, not the manufacturer. 

TheSpectator

ButterCheese said:

Tell them that 7 days is the maximum acceptable time to wait for a repair and you want it repaired in 7 days or you want a full refund immediately

Ignore that unless you bought direct from Hisense. I don't see the timescales given to OP as unreasonable. If they are waiting on parts then what can tbey do?

Where did you buy it from, your Consumer Rights are with them.

GazG73

Bought from Argos but they keep sending me to Hisense?

GazG73

Argos keep asking for an uplift number but Hisense won't supply it? And the date of the 27th is an estimated date it could be longer in which case this is an unreasonable length of time.

powerful_Rogue

GazG73 said:

Argos keep asking for an uplift number but Hisense won't supply it? And the date of the 27th is an estimated date it could be longer in which case this is an unreasonable length of time.

What reason have they given for not supplying it?

I personally don't think three weeks without a dishwasher is an unreasonable amount of time if they don't currently have the part in stock.

Okell

GazG73 said:

Bought from Argos but they keep sending me to Hisense?

GazG73 said:

Argos keep asking for an uplift number but Hisense won't supply it? And the date of the 27th is an estimated date it could be longer in which case this is an unreasonable length of time.

I'm confused.

You make no mention of Argos whatsoever in the OP.  You simply say you contacted Hisense customer service and not Argos.

Are you actually saying that in the first instance you contacted Argos (the seller) and that they referred you to Hisense CS?

As your statutory consumer rights lie against Argos and not Hisense it would help to know exactly who you first contacted.  If you went direct to Hisense without contacting Argos, Argos are still entitled to their own repair/replacement attempt.  If you first went to Argos you can argue that their directing you to Hisense counts as Argos single permitted attempt at a repair/replacement.

Under s19 of the Consumer Rights Act 2015 any fault that manifests itself within 6 months of purchase is deemed to have been present at purchase - unless the seller can prove otherwise - and you are legally entitled to one attempt at repair or replacement by the seller.  If that one attempt fails you are entitled to a refund.

It's not clear from your posts, but it appears that Hisense are waiting on a spare part.  Have they actually acknowledged that the m/c is faulty?  If they haven't, how do they know what spare part is required to fix it?

Under the legislation a trader is allowed a reasonable time to repair/replace without unduly inconveniencing the consumer.  How long is reasonable is subjective.  I'd suggest up to 28 days or a calendar month is not unreasonable.  After that it depends on the facts.  Unlike a washing machine, a fridge or a cooker I don't see a dishwasher as something essential.  Equally, however, I don't see that the fact that a part is unavailable means that some lengthy or indeterminate delay is reasonable.

But if you want to exercise your consumer rights you need to aim these against Argos, not Hisense