Complain about a product or service

Haier TVs

Eric of Santa Clara, CA July 31, 2009

I bought a new LCD HD Flat Screen TV in the first part of May 09 as a gift for my mother in-laws birthday. By Mid June 09 the TV began having problems to the point that it wouldn't turn on or off, and you couldn't change any channels with the units remote control or the controls on the unit itself. Their stated warranty is one-year parts and labor.

I contacted Haier America June 22 and spoke with Oliver at the number listed in the warranty section of the unit's owner's manual. He issue a service ticket, and indicated I would be contacted by a service technician within 24-48 hours to schedule an in-home service call to repair the unit. When I asked if I could take the unit to a service center, he told me, that service didn't exist.

The next day James contacted me from Captovis Advanced Industries, Inc. out of Boca Raton, Fl. James explained that replacement parts (computer boards for remote and LCD HD TV) would need to be shipped to me first before a service technician could be scheduled to come to my home to repair the unit. He indicated that the parts would most likely arrive in a few days, and I should contact them once they arrive, so we could get a technician scheduled to come by and repair the unit.

Over the next 3 to 4 weeks, I spoke to several people from Captovis who indicated that they were waiting for word from Haier America thru Global Warranty Group as to when the repair parts might be shipped to me. James and Tice along with others I spoke with at Captovis shared in my frustration, and shared with me that this was a common occurrence with Haier America. I contacted Haier twice to find out when the parts requested by Global Warranty Group would be shipped.

After two completely different stores that amount to conflicting excuses, the repair parts were finally delivered in mid July 09. I contacted Captovis and was given the cell number to contact their service technician to schedule the repair. Ben from Captovis came on the 22nd of July to make the repairs. Since I travel for work, I informed Ben someone would be home to provide him access to do the repairs. A returned home a few days after Ben had made the repairs.

When I checked the unit, nothing had changed, the parts been replaced had not corrected the problem. The same issues remained the existed prior to the repairs made by Ben from Captovis. I contacted Ben directly, and he mumbles something about new batteries for the unit's remote control device, and after explaining to him that the batteries were new, he recommended that I contact Global Warranty Group to initiate a new repair ticket.

I immediately contacted Tice at Captovis explaining the situation to her, and she said a senior service technician would be contacting me. John from Captovis contacted me and explained he would need to request the same repair parts already replace a few days prior from Global Warranty Group, and that if a request to exchange the unit was made at this point, there was a high probability that the request would be denied by Global and Haier.

I have been in touch with Captovis everyday this last week of July 09, and was informed yesterday by John at Captovis that Global Warranty Group has made a request for Haier to send me new parts, but that the parts had not shipped yet, and he had no idea of when they will be shipped. I contacted John at Global Warranty Group and he said that he hoped that Haier would ship the parts in the next week, and that if the new replacement parts being sent didn't solve the problem Haier would probably exchange the unit out. It's obvious that Haier along with Global Warranty Group has only their own self-interest in mind when it comes to honoring their warranty.

I've spent countless hours trying to get Haier America to honor their warranty. I spent over 500.00 for a TV that worked for about 3 or 4 weeks. My wife and mother in-law both have given up and I've had to purchase a new HD TV from another manufacture. Hundreds more spent! I want what I paid for in the first place, a working LCD HD TV, and Haier owes me at least that and much more.

Tom of Asheville, NC January 31, 2008

Purchased a Haier model number HLC26X Lcd/DVD combo T.V. Recieved the unit 3 weeks after placing order. Unit quit working within 1 week of delivery. Peach Direct would not allow return of unit. Had to contact Haier. Contacted Haier. After another 2 weeks and numerous phone calls was finally contacted to TAKE the unit into the repair shop. Even though the warranty clearly stated in home service. After 4 months in the repair shop. I contacted my repair shop again. Was told the unit was going to be warranted out for replacement. Contacted Haier again. After an additional week I recieved call tags. Now i have to pick up the unit package it and take it to Fed EX for return. Asked Haier to replace with a unit that may be a bit more reliable. They would not do so. So basically Haier is a poor quality product. And the company has no desire to satisfy thier customer's. Once I recieve the replacement I intend to list it on Ebay and get what i can on it. Cut my losses and NEVER knowingly purchase another Haier product. And will advise friends not to buy any as well.

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