Keith C.
BEWARE
We bought a 55" Hisense H9F TV from Walmart. A label on the outside of the box and the internal documentation say to grip the TV by its edges to lift it out of the box. However, the plastic bag the TV came wrapped in says to lift the TV out of the box using the holes cut in the plastic bag. Confused, I contacted Hisense support asking for clarification regarding the contradictory unboxing instructions. A week later I received an email from Hisense USA saying, "Unfortunately we do not assist with the unboxing process for this unit." Concerned the flimsy plastic bag would rip, my wife and I opted to follow the instructions printed on the box and internal documentation and lifted the TV out of the box by griping the edges with one hand and while supporting the bottom of the TV with the other. When we plugged the TV in, we discovered the screen was cracked along the edge where we gripped the TV to lift it out of the box. I contacted Walmart who told us to contact Hisense USA to have the TV replaced or repaired. Per Hisense USA's instructions, we filed a warranty claim that was rejected on the basis the TV was damaged during shipping and not covered under warranty. When I explained that my wife and I damaged the TV during unboxing because of the contradictory unboxing instructions and because of Hisense's refusal to provide unboxing assistance, Hisense USA continued to refuse our warranty claim. I later discovered the instructions printed on the box and internal documentation are for a TV with a bezel. Because the H9F has a "bezel-less" design, these instructions do not apply to the H9F and are therefore in error. Ergo, when we lifted the TV by the edges, as the instructions say to do, we were actually pressing on the screen which caused it to to crack. After discovering the instructions printed on the box and internal document are in error, I served Hisense USA with written notice of my intent to file a class-action lawsuit regarding the erroneous unboxing instructions and Hisense's refusal to provide unboxing support. In response to my legal notice, Hisense USA offered to refund our money, but only if we signed a confidentiality agreement promising not to discuss the erroneous unboxing instructions and Hisense USA's refusal to provide support with unboxing the TV. We refused Hisense USA's attempt to muzzle us and are now left with a worthless $650 55" Hisense H9F TV that Hisense admits cannot be repaired and that Hisense USA refuses to replace unless we agree to keep their erroneous unboxing instructions and poor customer support a secret.