| Hisense Support: | Hello, Guest. Can I help you with anything today? |
11:45 AM | Guest: | the fridge stopped cooling , but the freezer is fine. Purchased in December 2016. How do I go about to get warranty work done? |
11:46 AM | Notice: | Hisense Support transferred Guest to Carlette. |
11:46 AM | Notice: | Carlette joined session. |
11:46 AM | Notice: | Hisense Support exited session. |
11:46 AM | Carlette: | I would be more than happy to advise. |
11:46 AM | Carlette: | May I have the Model & Serial Number? |
11:46 AM | Guest: | ok |
11:47 AM | Guest: | i just typed it in, but here is the model... |
11:47 AM | Guest: | bcd-xxxxxc1 (h4)
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11:47 AM | Guest: | serial... |
11:47 AM | Carlette: | The Model and Serial Number are incorrect, please look towards the back of the Unit for the correct numbers. |
11:48 AM | Guest: | 1b05xxxxqbp50051
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11:48 AM | Guest: | the back of the unit is not reachable, the model on the paperwork shows RF20N6ASE |
11:49 AM | Guest: | Batch No: BH6QB |
11:49 AM | Guest: | E20xxxx071
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11:50 AM | Carlette: | Thank you for that information. |
11:50 AM | Guest: | last is the serial number shown on sticker inside the fridge |
11:53 AM | Carlette: | May I have a moment to create a case on your behalf |
11:53 AM | Guest: | sure |
11:56 AM | Carlette: | Okay, I went ahead to have your case created, In regard to the issue you are having our Tier 2 department are to provide you with a contact within the next 24-48 hours for assistance in troubleshooting or a possible Refund.
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11:57 AM | Carlette: | Your case number is H2xxxxx2.
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11:58 AM | Guest: | FYI. I am not interested in a refund, but like it to be repaired or replaced |
11:59 AM | Guest: | are they going to contact me by phone or email? |
11:59 AM | Carlette: | Unfortunately we do not Repair nor do we Replace refrigerates. |
12:00 PM | Guest: | ok, so i might as well buy a new fridge so that my food stays cold? |
12:01 PM | Carlette: | We would not be able to advise on that, If you would like to have the Unit repaired you would need to contact a local technician. |
12:01 PM | Carlette: | Otherwise you would be provided with a refund. |
12:01 PM | Guest: | Can a local technician repair the unit under warranty? |
12:03 PM | Carlette: | No it would not be covered under warranty, The Warranty only covers a refund, we would not repair these units. |
12:03 PM | Guest: | I understand. |
12:04 PM | Guest: | refund only, but advice against buying a new unit |
12:05 PM | Carlette: | We did not advise you against buying another Unit, That would be the customers choice, we cannot determine whether or not you should buy a new unit. |
12:06 PM | Guest: | ok, i misread i guess. |
12:06 PM | Guest: | am i going to be contacted via phone or email? |
12:07 PM | Carlette: | It would be by phone, If you are unreachable you would be contacted by Email. |
12:09 PM | Guest: | ok, i wait for 24 to 48 hours..The fridge is part of a purchase made in December 2016. I do not have a separate receipt, but is part of my brand new heartland purchase. |
12:09 PM | Carlette: | Okay, Is there anything else at this time? |
12:10 PM | Guest: | not really, just need to know if this is a problem that it is part of the Heartland? |
12:10 PM | Carlette: | No, Its not a problem. |
12:11 PM | Guest: | Thank You. is there a way for me to save this chat? |