UPDATE 07/07/2020: While the below statement is all still true, Hisense showed that they really do care about their customers. I had an upper level manager type contact me directly, he explained that they were sorry they misdiagnosed my issue, said it's not something they've seen before so it threw them off. After apologizing this man aided me in getting a perfectly functioning Hisense H9G to replace the broken one I was sent! It may have started off rocky, but you've got to love a company who can admit their mistakes and address real issues, because they do happen. I upgraded my rating to reflect my experience. Buy this TV if you see that it's available, it's a great deal for all the features, and now I can confidently say that in the odd circumstance that something isn't right with it, this company's support will help you.
I'm leaving my original review so you, the potential buyer, can see that while the initial customer service reps and review teams may have misdiagnosed my issue, someone up-the-ladder realized their mistake and addressed it personally to great effect.
Original Review:
This review is not about the TV performance specifically, but about my personal experience.
When I received the TV, I realized that the adhesive keeping the front of the screen onto the panel had worn away and was dry and crumbled down in between the screen and the backlight. The panel was literally separating at the top and the sides, and you could peer behind it and see the backlight. I immediately notified Hisense of this and waited to hear from their support. I would of just sent it back for a replacement, however, there were no replacements to be had at this point, and plus, this seemed to be a manufacturers defect. They didn't adequately review all the pictures I sent them, and I was told it was insect damage, and wasn't covered under their warranty. I notified them I had specific pictures that show it's the adhesive failing yet they insisted that it was deemed to be insect damage. I found it strange that the only two pictures they required from me (two full screen pictures, one with the TV off and one with it on) could 100% show that it was insect related. I insisted, no, I think this is the adhesive, and only after fighting was I allowed to send more pictures to show what I was talking about.
So I sent more pictures. They eventually get back to me and say it's insect damage, again. I tell them, if I'm forced to return this TV because they are going to just claim my issue is insect damage, without explaining to me how they've come to that decision, I'm going to be upset, and I won't using Hisense any longer. Then they tell me they will resubmit my case to "management". Well, eventually I get a call from someone who basically admits that after they looked at more pictures, it seems that it isn't insect damage (and that they only thought that because of the first two pictures they made me send, zoomed out full screen pictures that don't adequately show the issue, had black specs on the screen, it was adhesive and I explained that in the email accompanying those pictures, however that was all ignored). Instead, they said it looks like it was damaged due to shipping. I told him that sounded equally implausible because there wasn't any damage to the unit except for specifically the adhesive being all worn out, shipping damage would be more like a cracked screen or broken pieces, not adhesive just magically drying out. He insisted I had no option other than to return the device to Amazon.
It's sad, because as I told Hisense, I wanted to go with this model, I had done the research, and I meant what I said, if they weren't going to help me and made me send it back, I wasn't going to give them another shot. I wonder if you buy this TV...if they will adequately assist you with any problems you have, or just claim it's something else and excuse themselves of needing to assist you.
This is why I gave 1-star, because front loaded in my Hisense experience was a faulty TV (that's okay on it's own, it happens) and their customer service failed to adequately address this issue.
| Brand Name | Hisense |
|---|---|
| Item Weight | 52.7 pounds |
| Product Dimensions | 57.1 x 4.1 x 33.1 inches |
| Item model number | 65H9G |
| Batteries | 2 AAA batteries required. (included) |
| Color Name | Black |
| Special Features | Game Mode Pro, 4K ULED, Alexa Built-in, Google Assistant; Voice Remote, Dolby Vison and Dolby Atmos, Quantum Dot Color QLED |
| Speaker Type | Built-In |
