Suwanee, Ga. — Hisense USA said Monday it has implemented a new in-home warranty program to address customer concerns before, during or after their decision to buy.
All in-warranty Hisense televisions purchased on or after April 1 are eligible for the program, the company said.
Under the program, Hisense said it will send a factory-trained technician from a Hisense service provider to the customer’s home to repair the television at the customer’s convenience.
The policy will “lessen additional damage that can occur during shipping as well as eliminate any inconvenience to the customer in having to find and pay for adequate packaging,” Hisense said.
“This is an exciting step to provide the best service and support to our customers,” stated Jonathan Frank, Hisense USA marketing VP. “We take pride in providing the most advanced entertainment technology solutions, and know that this innovative warranty program demonstrates our long-term commitment to Hisense products.”
Under the program, customers are instructed to call Hisense for support if a problem with the product should develop. A call center agent will determine if unit needs service (and it is not a panel-related issue), then prepares a parts order to be shipped directly to the customer’s home within three business days, and sends the customer’s information to the nearest service provider, who will verify the parts delivery.
Upon delivery, a Hisense service provider will contact the customer and set up the service call. Once the repair has been tested as complete, the technician will leave taking the failed parts.
In the case of panel issues, Hisense USA said set may need to be sent back to Hisense USA for service. If the panel is determined to be unrepairable, Hisense USA will replace it with the same or comparable model, the company said.