Had an issue with Hisense? Get a real response.
How to submit a complaint with Hisense
You can raise a complaint with Hisense Australia in several ways:
Phone: Call 1800 447 367 (toll-free). Available Mon–Fri 8:30am–7:00pm and Sat–Sun 9:00am–5:00pm AEDT. Have your product model, serial number, and proof of purchase ready. You’ll get a reference number for tracking.
Online form: Lodge a complaint via the official Hisense Contact Us form. Fill in product details, warranty number (if available), and a description of the problem. Expect an email acknowledgment.
Email: Send details (including model/serial number, purchase date, and evidence like photos or videos) to service.au@hisense.com. The Melbourne-based team typically responds within one business day.
Retailer: If you purchased from a store like JB Hi-Fi or Harvey Norman, you can also lodge your complaint there. Under Australian Consumer Law, the retailer must assist with warranty issues - they can’t simply direct you to the manufacturer.
📌 Tip: Keep your receipts, warranty card, and any evidence handy. Always record the date of your complaint and case number for follow-up.
Here’s what you can expect:
- Acknowledgment & case number: Every complaint is logged and given a reference number.
- Communication: Updates usually come via phone or email. Expect replies within 24–48 hours on weekdays.
- Assessment: Hisense may request proof of purchase or send an authorised technician to inspect the product. Large appliances are often serviced at home.
- Resolution: Depending on the issue, resolutions include firmware updates, repairs, replacements, or refunds.
- Timelines: Simple complaints may be resolved quickly, while part orders or major replacements may take a few weeks.
- Warranty: Hisense offers a 3-year manufacturer’s warranty on TVs and appliances. Australian Consumer Law also guarantees remedies for major faults, even outside warranty.
Common complaints against Hisense
- Product failures: TVs and appliances breaking down sooner than expected.
- Warranty service delays: Long waits for technicians or spare parts.
- Customer service quality: Inconsistent experiences, some agents unhelpful or dismissive.
- Smart TV software: Limited apps, firmware issues, or sluggish performance.
- Warranty rejections: Customers frustrated when legitimate faults were dismissed as “user damage.”
Hisense complaints submitted through Ajust
I spent nearly two weeks trying to get help after my Hisense TV suddenly stopped working. I contacted support via chat and phone, was promised follow-ups that didn’t arrive, and kept being pushed to try new steps myself. Each time I reached out, I had to start again. I just wanted someone to properly listen and take ownership of the issue. - Cheryl
When my Hisense fridge stopped working, I had to make multiple calls just to get basic answers. Support told me it would be replaced, but no one could tell me when. The retailer blamed the warehouse, and Hisense pointed me back to the retailer. I was left chasing updates with no fridge and no clear contact who could actually resolve it. - Jennifer
How other consumers Hisense complaints got resolved
Goodwill repair out of warranty: A customer’s appliance failed just beyond the warranty. Hisense approved a same-day repair as a goodwill gesture.
Faulty fridge replaced quickly: A customer’s fridge failed under warranty. Hisense arranged a replacement within hours of the complaint.
Delayed washing machine repair escalated: After months of delay, the customer contacted Consumer Affairs. Hisense then expedited the case, leading to resolution.
- Ask for a supervisor: When contacting Hisense, request escalation if the initial agent can’t resolve your case.
- Formal written complaint: Email service.au@hisense.com (mark “Formal Complaint”) or mail PO Box 360, Ferntree Gully VIC 3156. Include your case number, history, and desired resolution.
- Go through your retailer: Retailers like JB Hi-Fi and Harvey Norman are legally obligated to assist under ACL.
- Social media escalation: Hisense monitors Facebook and other platforms. A factual, polite public post can prompt faster responses.
- Persistence: Always reference your case number and prior commitments when following up.
- State consumer protection agencies: NSW Fair Trading, Consumer Affairs Victoria, or your state equivalent. They can mediate disputes if Hisense doesn’t resolve your complaint.
- ACCC: Report systemic issues or breaches of consumer law at accc.gov.au.
- Small claims tribunal: As a last resort, file with your state’s tribunal (e.g. VCAT, NCAT). Tribunals can order repair, replacement, or refunds.
- No industry ombudsman: There isn’t a dedicated appliance ombudsman. Consumer law bodies are your escalation route.
- Contact form – Lodge a complaint or warranty claim.
- Phone: 1800 447 367 – 7-day customer support line.
- Email: service.au@hisense.com – For written complaints and warranty claims.
- Support centre – Manuals, FAQs, troubleshooting.
- Warranty info – 3-year warranty policy.
- ACCC consumer guarantees – Learn your rights under ACL.
Hisense Complaints FAQs
How good is Hisense customer support in Australia compared to other TV and appliance brands?
Hisense Australia offers solid local support with longer warranties than many competitors, but experiences can vary depending on the issue. Support is available seven days a week via phone, email, and online resources, with a Melbourne-based customer care team handling warranty claims and technical help. Many customers report friendly staff and successful outcomes, while others note delays or persistence being required for complex warranty disputes. Overall, support quality is generally reliable for a value-focused brand.
What are the most common problems customers contact Hisense support about?
The most common Hisense customer issues involve early product faults, warranty confusion, and slow repair communication. TVs, fridges, and washing machines are sometimes reported to fail within the first year, leading to warranty claims. Some customers also experience delays in updates or disagreements over replacement terms. Despite this, most issues are eventually resolved through repairs, replacements, or refunds under warranty or Australian Consumer Law.
What is the fastest way to get help from Hisense customer support?
Calling Hisense Australia on 1800 447 367 is usually the fastest way to resolve issues, especially for warranty claims. Phone support operates extended hours, including weekends, and allows real-time troubleshooting. Email support is effective for non-urgent matters but can take one to two business days. Having your model number, serial number, and proof of purchase ready can significantly speed up the process.
What should I know about Hisense warranties, refunds, and consumer rights?
Most Hisense TVs and appliances come with a standard three-year warranty, which exceeds many competitors’ offerings. Faulty products are covered under warranty and Australian Consumer Law, which may entitle you to a repair, replacement, or refund for major failures. Change-of-mind returns apply mainly to online purchases within a short window. Understanding your consumer guarantees can help you push for a fair outcome if issues arise.
You’ve done your part, now it’s time to hold Hisense accountable.
Take the final step and submit a complaint that gets seen and responded to.