regionalrepaircentre.co.uk

Terrible Experience With The RRC

I am leaving a very lengthy complaint in regards to how a repair for my Hisense 65" has caused a significant amount of stress due to a series of lies and miscommunication from their end. This company specifically the call centre should be reviewed and I am disappointed that Hisense have formed an alliance with this firm for the following reasons. On the 13th August 2025 I had a repair booked which previous to that ran relatively smooth update and communication wise. Before their arrival I had contacted Hisense to initiate my warranty and had sent them all of the faults in vigorous detail via the phone and sent in all required evidence via email. This all were sent to this company who only operate on WEDNESDAYS in my area which is not necessarily helping the situation for myself or anybody who may not be available on a WEDNESDAY. The repair men arrived and started doing their checks, I showed them the issues on the TV which they took pictures of, I brought up my email to Hisense which they documented and took pictures of, they proceeded to go onto a "YOUTUBE" search for a 4K screen test and saw the anomalies at the top of the screen, on the top corners and opened up the back panel to check to see if damage were caused intentionally to end their checks and tick the boxes. Once complete they said that they may need to take the TV in but gave me an alternative option which would make sense for both parties involved. The solution involved the TV staying in the home and was as follows; He said."We can leave the TV in the home bring in what we have evidence wise and they would review depending on the decision in the workshop with one of two outcomes.1. TV would need repairing but they would have identified the issue with evidence collected and presented on the day which would allow them to order in spare parts to save time, this would ensure them to come and collect it once the parts had arrived, fix the TV and we'd have it back next day instead of them taking it ordering the parts, having to wait for the parts, fix it and then return.2. Evidence presented show faults they are unable to fix and or parts are unavailable which would allow us to get a new TV we were told if that is the outcome the new TV would be with us the following Friday or Monday for e.g I were supposed to hear from them with one of these outcomes by 15th Aug 2025.I received a VM on the 15th saying they needed the TV in for further inspection which did not correspond with what I were told during the conclusion of the repair visit in the slightest. I called them to enquire and had an extremely impatient person who came across rude and instead of empathising told us we are going around in circles. Her voice was aggressive hearing me and my wifes disappointment challenging their request, within that conversation she also told me that Hisense had changed their instructions and protocol recently apparently this company received these mandatory instructions on the 15th August which is after our initial report so it shouldn't apply to us as we approaced Hisense under Warranty on 5th Aug 2025 with the repair attempt on the 13th August 2025, I were told to call Hisense directly and take it up with them which I did explained all of the above and Mia who works at Hisense told me that the protocol has ALWAYS remained the same for Hisense Tvs depending on the size. Smaller TVs are collected without fail and any Hisense TV 60" or above should be attempted to fix onsite if they are unable due to the nature of the issue they will bring it into the workshop as screens are delicate so they would have to do the work from there instead for e.g Once a fault is identified it is either fixed or if this is not possible authorisation for a new TV will be permitted. THERE WAS NO NEW INSTRUCTIONS ON THE 15TH its a total lie. The young men obviously made a mistake trying to make our lives easier and this company is trying to cover it by passing the blame onto Hisense. To make matters worse besides all of the back fourth communications and telling them this after chasing up again to justify their misinformation, the lie told about the new Hisense protocol and the importance of having it done ASAP due to my residency situation. All they could come up with is that there are no more bookings until Wed 3rd Sept a day after I may have to leave, no exceptions just them holding onto the fact they left me a VM wasting my time telling me they need my TV AGAIN. They also do not cover the area I may be moving to which will result in the whole process more or less starting from the beginning. Seriously I can't believe I have to go through all of this as a customer I am going to assume whoever I'm dealing with knows their field and advises accordingly, If I could give this company -10 I would. I expect a solution before Sept 3rd otherwise my word stands. If you have a choice DO NOT CHOOSE THESE GUYS

Date of experience: Aug 22, 2025