Haier America

Review: I purchased a portable air conditioner at BJ's on 6/13/13. The product did not work from the start, leaving my ten year old daughter who suffers from breathing problems from severe alagies with sleepness nights. When I contacted Haier, I was told to bring down the unit for "repair." When I told them that the unit was only a few days old, and I wanted a new unit, my request was denied.Desired Settlement: I would like a new replacement unit. The unit purchased cost over $300.

Business

Response:

customer confirmed that he returned the unit to the store as of 7/31/13

Review: we purchased a haier washing machine and drier, spending close to $1000 on the units. the drier is wall mountable- what is advertised as strong wall mount bracket kit. which it should be, to hold a 60 lb drier on the wall, because if it fell off that could kill someone. the small plastic spacers that were cheaply made, needed to balance the unit against the wall, broke. the plastic is as thin as a disposable cup- laughable considering the importance to the structural integrity and safety of the unit. we called for a replacement of just the cheap plastic spacers, and were told, they have a seperate warranty on the mounting bracket- only 30 days- so that isn't under warranty anymore because the mounting bracket is considered cosmetic. that was not advertised to us or explained to us ever. there is no way for us to purchase just the plastic spacers we need- we would have to rebuy a whole new mounting bracket kit. for something that holds a 60 lb machine on the wall safely is not cosmetic- and a seperate not disclosed 30 day warranty on just that portion is deceptive.Desired Settlement: all we want is for haier to do the right thing and send us the cheap little plastic spacers that broke through no fault of ours- we followed the set up instructions precisely- we spent a lot of money with haier and a wall mounting kit with a secret 30 day only seperate warranty- to be defined as cosmetic- when the drier falling down could easily kill someone- is not the way to do business.

Business

Response:

Haier will send the customer the requested plastic spacers free of charge. We will contact the customer to inform them the parts will be sent to them.

Review: My clothes dryer started an electrical fire in my home on 5/10/13 when the plug ignited, burning everything around it and charring my entire wall. I immediately notified the company and was told someone would get back to me ASAP. It is nearly a week later, I have placed numerous additional calls to the company, and all I keep hearing is that I will receive a call back but I never do. This is a very serious issue that endangered my home, my possessions and my health (I have been bedridden for several days with respiratory problems), yet the company had repeatedly neglected to give this issue the attention it deserves. After finally getting the company to agree to send out a technician for inspection of the damage only (not repair), a very unprofessional technician arrived late last night and immediately said he could not enter my home due to cat allergies. He did enter for about a minute with his shirt over his face, took a photo or two of the burnt plug and told me the fire was my fault. I immediately placed yet another call to Haier, who said they received the photos and the fire was certainly not my fault. I was assured a call back this morning. After not receiving one, I called again and spoke with a very rude supervisor who provided me with no additional information and told me to again wait for a call. I have expressed to the company that I am out of work and need to be able to clean my clothes for job interviews so this is a time-sensitive issue, not to mention their product started a fire in my home! The level of service I have received has been beyond unsatisfactory. Additionally, upon purchasing the dryer which is intended to be wall-mounted, I spent a great deal of money having it professionally installed. I have been told that in order for the unit to be repaired, I will have to pay to have it taken down from the wall and re-mounted at a cost greater than the unit itself. The plug, which I was told needs to be replaced, is fully accessible as-is.Desired Settlement: Repair or replace unit ASAP

Business

Response:

Please be advised that service completed repair of the customer's unit on 5/30/13.

Review: We purchased Haier Washer and Dryer for our daughter 12/15/12 from H.H. Gregg. Has a 1 year manufacturer warranty. Dryer stopped working almost 3 months ago and makes a very loud sound. We have called Haier over and over trying to get this issue resolved. They have been giving us the run around for 3 months. First they said they would have it repaired. Over a month went by and after no phone calls from them (They have NEVER called us we have always had to call them) calls were placed and they said they couldn't have it fixed they would have to replace it. Said they would call back in a couple of days. No call. I called and asked to speak to a manager after 4 days went by. He said he would look into it and call me the next day. He never did return my call. Another month has gone by and still nothing. After more phone calls, they have now said it will take another 7-10 days to go through verification. I faxed and e-mailed these people all receipts on 5/8/13 and we are still waiting. Today I called and spoke to the floor supervisor [redacted] W [redacted] who told me that it would take as long as it would take. After I asked for his supervisor - he said he didn't have one, refused to give me his last name (I got it off of an e-mail he sent to my daughter later), and then hung up on me. After 3 months - this shouldn't still even be an issue. A new dryer should already be installed!Desired Settlement: I want a new dryer NOW! I am tired of getting the run around. I also want a letter of apology from supervisor [redacted] for hanging up and not returning phone calls after making a promise to do so.

Business

Response:

exchange was approved on 5/6/13, and the unit was delivered on 5/29/13 with tracking number [redacted]

Review: On 1/16/13 I purchased a Haier Kegerator from Walmart.com and received it on 1/25/13. On 6/13 the product stopped cooling. This was 5 months after the product had been purchased. It was outside the 90 day return policy for Walmart, so I couldn't take the item back but it did fall under the 1 year warranty with the Manufacturer - Haier America. On 6/16 I made emailed Haier. No response. I emailed them again on 6/22 with my problem and they told me to call their customer support number. I called their Customer Support Number at 1-877-337-3639 and spoke with a Rep and told them my problem. They told me a Rep would call me back with the name/number of a repair man to fix the issue in a couple of days. My case number was assigned ([redacted]). I did not receive a call so I called them again on 7/1. The rep said case was assigned to a manager because they could not find a repairman. They said I would be contacted again in 2-3 business days with a solution. I called them on 7/4 and talked to [redacted].He verified the case and that I was to wait for the call in 2-3 days. Called them on 7/11 and the Rep said a service manager would call me in 2-3 days with someone who would repair it. No one ever called back. I waited 11 days and on 7/22 I called and talked to [redacted]. She said everything has been escalated to a priority supervisor. I asked where I was calling and she said they were contracted by Haier and were out of the Philippines. Called on 8/6 and I asked if could just return it for money back. Sara the rep said she would call me back and she did on 8/9 to tell me a replacement would be sent. I filled out all the info she emailed me, sent in the product bar code, etc.. I have called them back on 8/ 23, 29 and 9/2 and no one knows the status. I enlisted the help of Wal-Mart and Capital One Credit Card on 9/2 and they called Haier on my behalf. Haier told them a rep would call me in 2-3 days. I still have not heard from Haier. On 8/29 [redacted] told me case number is now [redacted].Desired Settlement: This item is under warranty. I called Wal-Mart.com to see if they would take the product back and they told me it was no longer their responsibility. The responsibility lies with Haier. They need to honor the warranty or give me my money back. No one should have to wait over 3 months to replace/fix the product. I lost over $100 dollars worth of beer that was being kept cold in the Kegerator. If they would have fixed the Kegerator in a timely manner I would have not lost all my product. So here I sit with a Kegerator that doesn't work and beer that went bad. I think I am being reasonable in that I am only asking for the money for my Kegerator and not for the beer I lost as a result. I don't know what to at this point. I am hoping the Revdex.com can help. I did tell the rep on the 8/6 call that I would be filing a complaint with the Revdex.com..that prompted them to tell me they would send me a replacement. But I still have no Kegerator.

Business

Response:

Please be advised that Haier America has reviewed the details of this customer's case. Per Haier's review, the customer is due a replacement unit. Haier America apologizes for the duration of this situation. Haier is currently processing a replacement for this customer, and will contact the customer to advise/provide further information.

Consumer

Response:

Thank you for your help. The Haier company responded to me quickly with your help. They sent me a replacement product finally which they intended but never followed through.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I bought 10000 btu ac in MAY 2013. The unit worked great and then 2 weeks ago it just stopped working. We tried the trouble-shooting guide and even moved windows thinking it might be the location of the unit. None of this helped. I called 7/15/2013 to file a claim to be covered under my one-year warranty. I opened a claim and they stated a call, and email confirmation would be made within three business days.

I called back Friday 7/19 and was told this was going to be escalated to the customer service dept. The reason I didn’t have a response back right away because there is no one in my geographical area of [redacted] to service my unit. I was told I would receive call within 24 hours. I did not receive a call or email. I called back on Tuesday 7/23 and received the same response. I advised this was my third call and I would like to speak to someone that could be a little more clearance to get this resolved. They stated there was no one available and they would personally call back by tomorrow.

I feel Haier America considers themselves number one rated in appliances in the US and world should have better customer service etiquette then this. It is quite evident with all the Better Bureau Complaints file of over 100 that have been so call "resolved". I bought this item in good faith as an American at Wal-Mart because this brand came recommended but my service should at least have a request listed by now with an appt time. The people at customer service can only do so much for me. They are located in a different time zone on a different continent. How is it my fault it takes 8 days to find someone in my "geographical location?" If I could I would have returned this item to Wal-Mart I would have but they only have a 30 days return policy on ACs.

In the state of Maine there is a law for defective merchandise to report it to the manufacturer to have it resolved. I have so where is my resolution to my problem? I already paid out my money.......Desired Settlement: I would like a response from someone that can have m service requested as this is defective piece. It shouldnt take 8 plus days to have this corrected

Business

Response:

We are reaching out to the customer to offer an exchange for the Air conditioner

Review: We purchased a unit 1 year ago and was provided a replacement unit for the deffective one. The replacement unit is hard on the eyes as there are tracers of people and other objects on the screen. We asked Haier America and have been told for over 3 weeks that we had been approved for a replacement for the replacement unti. After calling on April 2, I am now told that the there is no deffect on the unit (Limeroute told us on March 25th that it was not fixable). The LimeRoute gentlemen also told us entering our apartment that Haier products are no good. After speaking to the Manager Jake, they unfortunatly will not be changing our 2nd deffective unit that had been previously hung above a fire place, and will not refund the unit and take it out of our apartment. This is unacceptable for the business as the previous unit was good accept for pixles fading on the first one.

The replacement has a rippled screen, smoke damage from a fireplace and the screen is not centred to the frame.Desired Settlement: I would like a proper exchange as I was told on March 25th that the request was being sent to the warehouse for approval and to give 5-10 business days for delivery. I don't mind a refurbished, just a good one.

Business

Response:

exchanged processed 3/18/13 servicer dispatched 3/25/13 and stated that the tv is operating normally, the issue was with the cable

Review: I bought a Haier Dishwasher 1 year ago. Had problems with it from the get go. I called when it started leaking bad. After getting run around from Haier and waiting a long time (weeks) they sent a service man out. The service company made 5 trips to my home for this dishwasher. Then Haier sent another pump and service company came back and installed just to find out that pump was also bad. Service company left my home angry and after thousands of calls all over and the stress Haier agreed to send me a brand new replacement dishwasher. I was grateful due to I have 6 children and a lot of dishes. New dishwasher was installed and is LEAKING everywhere. Brand new wow. I was up all night due to this stress. This has been going on for 3 months. At this point I want my money back from Haier. Service is the worst, product is horrible. I am very angry!!!!!Desired Settlement: I would like an immediate refund. I would like Haier to give me a store credit at [redacted] where I purchased dishwasher so I can go and get a different BRAND---never again Haier I have been waiting months.

Business

Response:

The executive office will contact the customer and arrange a refund.

Review: Bought a new 26 led tv on 11-16-12 as a Christmas present with a factory 1 year warranty. The product was opened and plugged in January 1st 2013 and found to have a non working LED screen. I called Haier America, who sent me to a repair technician to confirm the problem and after several weeks the TV was deemed to be non-repairable and to be replaced under warranty. I signed a form to get new tv from Haier. I received a refurbished tv with a 90 day warranty. The problem is the item is used and repaired and has a warranty that is negligible at best. I end up paying for a newly used tv whose value is not what I paid for nor is it covered for a 1 year period that was originally paid for. I lose out on quality and security of useful life of the product.Desired Settlement: I would accept a full 1 year warranty for the Refurbished tv and a price adjustment on what a new tv cost less the value of a refurbished tv - an approximate value of $30 to $50 based on what competitors are selling refurbished televisions. Vizio was selling a new tv for $235 and a refurbished tv at $199 around November when I originally checked into televisions.

And if not acceptable to Haier - how about a full refund and a postage paid return label to send their tv back.

Business

Response:

Haier warranty terms specifically state that if necessary the unit might be replaced with a refurbished unit carrying the same 1 year parts and labor warrnty terms.

Review: In May 2013 I bought a Haier air conditioner model CHW12A which also had an electric heat function. The unit stopped working in October and I called Haier at ###-###-#### for service under the warranty. A service technician arrived at my home in late November but he was sent a part which did not match the failed part installed at the factory. It took another month for Haier to get a second part to the technician and again the part did not match the original. In January 2014 Haier agreed to send a total replacement since they could not figure what part had been installed at the factory. The new unit arrived on January 29, but it was not even close to what I had purchased. The replacement was solely an air conditioner, no heat function. It uses 115 volts, not the 230 volts I need since I have a dedicated circuit in the room. It was an Amana model ACD12KE, not even the same brand. I have called Haier twice since then and was told the problem was being forwarded to a "resolution team." I have heard nothing since. I am seeking all means get Haier to send me a suitable replacement at least equivalent to what I bought.Desired Settlement: I would like Haier to send me a replacement I can use, preferably a model CHW12A. A unit with both air conditioning and heat functions. A smaller unit than a model CHW12A would not cool or heat the room adequately and a larger unit would be overkill. I am also very unhappy with Haier's lack of response and careless manner in which they have handled this repair. I should not take 4 months to repair or replace an air conditioner.

Business

Response:

Haier's Exchange Team will be in touch with the customer to review the issues and provide a solution.

Consumer

Response:

Review: [redacted]

This is a follow up to a voice mail I left with Janice Croux. I am rejecting this response because: I received a call from a Haier representative on 2/21/14. She explained that Haier did not have a replacement on hand and was prepared to offer a refund. Haier did arrange for the return of the air conditioner they sent. But as yet I have not heard from them regarding a refund amount. Their response time seems extraordinarily long. I will mark their response as accepted once I have received a refund check from Haier.

Regards,

Business

Response:

Haier America offers a full product refund of $379, pending customer acceptance. The customer can call Haier America at ###-###-#### to accept/discuss further, and reference ticket number [redacted]