Frequently Asked Questions

Televisions

What happens if my television stops working and no one is available to service during Covid-19? keyboard_arrow_up

If you have another or a secondary device you can use, we would advise using it at this time. If your TV will not power on or you are not getting reception, please contact us at 1-855-344-7367 so we can create a service ticket. We will do our best to assist customers as quickly as possible at this time. Please understand delays may occur as a result of social distancing, self-isolation, and government orders and some companies are choosing to temporarily close for the safety of their employees and customers. Companies that remain open may choose to change their procedures including but not limited to: ceasing home television inspections or repairs and requesting that customers bring their units to an authorized service centre.

Can I download Disney + to my Hisense TV? keyboard_arrow_up

As of November 2019, Hisense Roku and Hisense Android TV's can support the Disney+ App. At this time, the VIDAA platform is still under development for Disney+ built-in App. The app is not available to download on those TV's using the VIDAA operating system.

If you have a VIDAA TV and would like to access Disney + content, you can still do so with one of these third party compatible devices.

  • Sony Playstation 4
  • ROKU device
  • Xbox One
  • Apple TV (4th Generation and later)
  • Amazon Fire Stick
  • Google Chromecast
  • Android TV boxes (NVIDIA SHIELD TV, Mi Box)

You can also enjoy Disney+ content by connecting your compatible multimedia devices including most laptop computers to your Hisense TV via HDMI input.

Is there a charge to activate my new Roku TV? keyboard_arrow_up

No, there is no Roku Activation Fee. Roku does not charge any kind of fee to activate their platform. Please see the information posted on the Roku website regarding Roku scams.  

How to Set Up and Activate Your New Hisense Roku TV

https://support.roku.com/en-ca/article/208757068-will-i-be-charged-for-customer-service-or-device-activation-

DO NOT SEARCH on online for “Roku Activation.” This may lead you to a Roku Activation Fee Scam website. CAREFULLY type in the Roku activation link into your web browser when prompted by your TV.

Why does my TV keep disconnecting from the Internet/Netflix, etc.? keyboard_arrow_up

Download the Troubleshooting Your TV at Home Guide below and try the step by step suggestions. If those do not help, please contact us. Please have your model number, serial number and receipt / proof of purchase ready when you call. .

What is your warranty on televisions? keyboard_arrow_up

Our warranty on our televisions is one-year parts and labour. If your unit is under 45” screen size, it is a carry-in warranty – and you’ll be required to take your unit into the nearest authorized service centre (we will provide this information to you when you reach out to our customer care team). If your TV is larger than 45” screen size, your unit will be serviced in-home. Please note, our warranty does not cover physical damage.

*Always open your new TV within 24 hours of purchasing it, even if it is a gift for someone.*
If you receive a TV with a damaged screen out of the box, please reach out to the retailer where it was purchased immediately. You may be asked to provide images. If a unit is damaged in shipping or while stored in a retailer’s warehouse, they are responsible for assisting you. Please note, screens cannot be repaired. If you wait too long after purchasing it, your warranty is void because it does not cover physical damage.

What is HDR? keyboard_arrow_up

HDR stands for High Dynamic Range and, in very simple terms, is a technology that enables a brighter and more vivid picture with accurate and more true-to-life colours.

Why are there black bars on the top and bottom or on both sides of the picture? keyboard_arrow_up

Occasionally, black bars appear on the screen when a movie is playing because the aspect ratio of the movie doesn’t match the TV picture aspect ratio setting. To change the picture size on your TV, go into the Settings menu and change the Aspect Ratio.

Note: Cinemascope movies filmed in an anamorphic aspect ratio will display black bars on the tops and bottoms of all widescreen TVs.

Can I use a universal remote with my TV? keyboard_arrow_up

Yes. If you prefer to use your cable set-top box or satellite receiver as a universal remote, please refer to the manual that your cable or satellite service provided. It will include instructions on how to program their remote to work with your television. Please note, in some cases, you may need to use both remotes to control the TV.

Can I remove apps from my TV? keyboard_arrow_up

You can only remove (uninstall) apps that you downloaded to the TV. Factory-installed apps (such as Netflix, etc.) cannot be uninstalled. However, you can remove the TV from accounts for factory-installed apps. If you do, remember to contact the app service provider to let them know billing should be stopped.

The colour looks weird on my TV. Is it broken? keyboard_arrow_up

If the television has just been removed from the box and plugged in, you may need to spend some time adjusting the settings. The factory colour settings of the televisions are not set up for any viewing conditions specifically - rather just to do a test and make sure the units work. You can change picture mode through the menu as well as adjust brightness, contrast, etc. through the advanced settings.

What file formats can my TV read through an external device? keyboard_arrow_up

Picture formats:.jpeg,.bmp,.PNG,.GIF,.webp,.mpo

Audio: .wma,.wmv,.mp4,.FLAC,.MP2,.MP3 music(mp3 aac wma wav)

Video: .AVI,.WMV,.MP4,.MOV,.3GP,.MKV,.MPG,.MPEG,.VOB,.FLV,.WebM,.VRO,.OGM,

File formats may vary by model. Please refer to your user manual or quick start guide for more information on your specific model.

Will a Hisense television from another region work in my city? keyboard_arrow_up

That’s a tough question because there is no one-size-fits-all response. In some cases, yes, but your content access may be restricted by geography. In others, the models are built to function in that market, so it may not.

Remember, with new televisions, your manufacturer’s warranty is only valid in the country it was purchased in, and it cannot be serviced outside of that area – so in removing the unit from its country of purchase, you are voiding the warranty. A Hisense subsidiary in your area may be able to provide access to a paid service technician to assist you but depending on the model, they may not have access to the parts you require to repair the unit.

I need a new remote. Where can I find one? keyboard_arrow_up

If your remote is defective or your dog ate your old one, we can help. Your one-year television manufacturer’s warranty covers defective remotes. If your remote has stopped working and you are within the warranty period, please send us a copy of your receipt/proof of payment, your model and serial number, and your full mailing address (no PO boxes) and a phone number to canadasupport@hisense.com. 

If your remote is lost, or out of warranty, it can be ordered directly through our third-party parts facilitator, CCSI Canada.

CCSI Web (Consumer Computer Services Inc)
416-502-3090
1-800-799-0991
info@ccsiweb.ca

Monday-Friday 9AM – 5PM (EST)
Saturday 10AM – 2PM
Sunday CLOSED

Please have your model and serial number ready when ordering. Please note, at this time CCSI does not have bilingual customer service members. If you are French-speaking only, please reach out to us at the email above.

Alternatively, you may try looking at an online retailer like Amazon or Ebay for spare remotes. Please note, we cannot verify the condition of any parts ordered through anyone outside of Hisense Canada or their authorized partners and are not responsible if the remote purchased is incompatible with your television.

What payment methods do you take for remotes? keyboard_arrow_up

For spare parts orders, CCSI accepts most major credit cards over the telephone. If you are in the Mississauga area and wish to pick up a remote or other part from our corporate office, we can also accept cash and debit on site.

What is dbx-tv®? keyboard_arrow_up

The dbx-tv® feature provides award-winning sound technology through the speakers of your television. The TV-audio solutions include Total Sonics for deep bass, Total Volume for loudness control, and Total Surround for an immersive experience.

What is upscaling? keyboard_arrow_up

Upscaling is when the lower picture resolution of a movie, game or other content is converted to a higher resolution, making the picture clearer and sharper. Some 4K TVs and devices (such as Blu-ray players) support upscaling. For example, if you want to upgrade your media room, and all of your DVDs are in 1080p, use a Blu-ray player that supports upscaling—it will convert the resolution to as close to 4K resolution (2160p) as possible. Hisense TVs automatically upscale all input signals to the maximum resolution the TV will accommodate. 

What is the refresh rate of a TV? keyboard_arrow_up

The refresh rate is measured in ‘hertz’ and is the number of times the image is refreshed per second. For example, a TV that has a 60Hz refresh rate will refresh an image 60 times per second. Refresh rates can vary for different TVs and cannot be adjusted. They are determined by the manufacturer.

TV is connected with an HDR-enabled 4K device or Game Console by HDMI. However, the TV is not detecting any HDR signal. Help? keyboard_arrow_up

Please complete the following steps:

1) Activate HDR function on your 4K Device or Game Console
2) Ensure that HDMI wire cable is compatible with 4K HDR specifications
3) Connect your device to the designated HDMI 2.0 port
4) Set HDMI 2.0 mode to ‘Enhanced Mode’ in your advanced settings

If you are still having issues, please email us at canadasupport@hisense.com

My voice and picture are not synchronizing or matching on my TV. How do I fix this? keyboard_arrow_up

What are you experiencing is what we refer to as a lip-sync issue. In some HD broadcasts, the overwhelming image processing may create a signal latency greater than the sound signal. With sound coming across faster than the image, we sometimes get sound synchronization mismatching. To fix this, we recommend that the user goes to their SETTINGS.  Toggle to SOUND > ADVANCED SETTINGS menu, utilize and adjust the LIP SYNC feature to adjust the sound synchronization. If TV is connected to a sound system by optical digital audio output, the user can go to the SOUND > ADVANCED SETTINGS menu to adjust the DIGITAL AUDIO DELAY feature. If the problem persists, please contact Hisense Support at 1-855-344-7367 or canadasupport@hisense.com for further technical assistance.

Some light leakage and dark spots can be viewed on the edges of my TV. Is this normal? keyboard_arrow_up

Light leak phenomena can be present on most LED TV technologies regardless of its brand name. You may commonly hear it referred to as blooming or DSE. Some models may display a more pronounced light leakage depending on the ambient lighting conditions and depending on the specific product specifications and design. It is a limitation of the LED back light technology, but it does not affect product quality and performance.

I accidently triggered Parental Control Lock, but I don’t know my password anymore. How do I reset it? keyboard_arrow_up

Please contact Hisense Support at 1-855-344-7367 or canadasupport@hisense.com for contingency Parental Control Reset procedures. We’re here to help.

Can I listen to TV sound on my headphone and TV speakers simultaneously? keyboard_arrow_up

Headphones and TV speakers cannot trigger at the same time. Once the headphones are connected to the TV, TV speakers will be disabled, and the headphone audio will be enabled. The same can be said about using third party speakers or audio devices.

How do I connect an HD Antenna to my TV for free over-the-air TV broadcasting? keyboard_arrow_up

You can connect an HD Antenna “aka Rabbit-ear”(sold separately) to your TV for free over-the-air TV broadcasting from some major channels such as CBC, CTV, Global, City, Radio-Canada (Quebec), TVA (Quebec), and many more. Simply connect the antenna by its coaxial port to the ANT port of the TV. Once connected, using the remote, go to the MENU screen, and choose CHANNELS. In the CHANNELS menu, select Auto Channel Scan to automatically scan for available channels. These steps are for your initial setup - you are not required to re-scan your channels once it is done.

My TV Screen / APP is freezing or giving me an error message. What do I do? keyboard_arrow_up

In most cases, performing a power cycle fix the problem. Simply unplug all devices from the TV including soundbars, Blu-Ray players or gaming consoles, disconnect the TV’s power cord from the electrical outlet. Wait a few minutes. Re-connect the power cord then re-start the TV. If this doesn't work, please contact our customer support at 1-855-355-7367 or canadasupport@hisense.com. 

My TV suddenly turns off by itself. What’s going on? keyboard_arrow_up

This can be caused by an overload of temporary memory after some prolonged APP usage and busy streaming. Performing a power cycle can resolve this type of issue. Simply unplug all devices from the TV including soundbars, Blu-Ray players or gaming consoles, disconnect the TV’s power cord from the electrical outlet. Wait a few minutes. Re-connect the power cord then re-start the TV. Also, disconnect any sound system from the TV that may have inadvertently turned off the TV. If the problem persists, please contact our Hisense Support at 1-855-344-7367 or canadasupport@hisense.com for further assistance. Please let us know you have tried this solution already.

My TV has a Spider web shaped crack lines on TV panel screen. What happened? keyboard_arrow_up

Our Hisense manufacturer comprehensive warranty covers a wide range of technical issues, but physical damage is not one of them. A delicate TV panel is located right behind the front screen cover for our TV. Any excessive pressure or impact to the TV itself can damage the internal TV panel without affecting the front screen cover as the front sturdy cover acts as a protective layer from any outside elements to the inside panel. When a claim like this occurs, we will always ask you for photos. It is easy to spot impact damage in the photos provided to us. Unfortunately, once the internal panel is damaged, the TV is irreparable, and it would not qualify for warranty coverage.  

How do I test an unresponsive TV remote? keyboard_arrow_up

You can do a simple IR test at home to check if your unresponsive TV remote is malfunctioning. You would need a smartphone or a digital camera for this infrared test.

1) Switch on your cellphone to camera mode 

2) Direct your cellphone camera to the front IR transmitter of your TV remote

3) Press and hold any buttons on your remote.

4) Check on your cellphone camera screen to see if the IR transmitter of your TV remote is emitting a red beam.

If not, please replace the batteries, then redo the test again. If the problem persists, please contact Hisense Support at 1-855-344-7367 for further assistance.

What’s the difference between IPS or VA? keyboard_arrow_up

IPS: In-Plane Switching panels were created to improve on the shortcomings of TN (twisted nematic) panels. TN panels suffer from uneven backlighting, dead pixels, motion blur, limited viewing angles, high input lag, and poor TV-viewing in sunlight. IPS panels have a high contrast ratio and good colour accuracy but they are typically associated with slower response times, higher cost to produce, larger power consumption, and lower refresh rates.

VA: Vertical Alignment panels were created as the happy medium between IPS and TN combining the best of both worlds. VA panels are known to have high refresh rates and provide incredible blacks when viewing your television. However, they are best viewed as straight on as possible.

Our panels are VA panels. IPS panels have a much better viewing angle and colour does not shift when you watch it from an angle, but the blacks are not as dark or rich. There is no clear “best” panel winner of these, as both have their own advantages and disadvantages.

IPS panels have good colour reproduction and excellent viewing angles but are lacking speedy refresh rates and response times.

VA panels provide better refresh rates, contrast levels (deep blacks) but have issues with viewing angles and some colour production.

Do your research and determine what the best panel is for your needs. Will you be doing high speed gaming? Or just family movie night? Different features make specific panels types more ideal for users than others.

What is the distance between the feet of your models? keyboard_arrow_up

The width between feet information is located on the side of the TV box. You can also send us an email at canadainfo@hisense.com and we’ll let you know.

How do I adjust my Android TV's motion settings? keyboard_arrow_up

Watch this quick video for a quick walkthrough of how to change your TV's motion settings

How do I figure out what my firmware version is? keyboard_arrow_up

If you reach out to our call centre or are following a thread on a site like Reddit, you may be asked to locate or provide your firmware version as part of the troubleshooting process. Locating it on each of our operating systems is a little bit different.

Please see the detailed instructions below.

VIDAA: Press the button showing the box and 3 horizontal lines on your remote. This will launch your menu. Scroll down to SETTINGS > Select SETTINGS and scroll down to SUPPORT > Select Support and then select SYSTEM INFO > Scroll down to ABOUT > Select ABOUT. Your firmware will be the third row from the top.

ROKU: Press the Home button on your Roku remote > scroll down to System > Click About >it’s the information on the fourth row from the top. You can also scroll down to System Update from the System Menu to check for an update and view your current software version.

Android: Go to your settings in the top right-hand corner > Scroll down to help > Select System message > The software version is third from the top.

Your firmware version on VIDAA and Android TVs is a long V0 number ending in a letter and four numbers. We require the X1234 number to assist in most cases. Please note, Roku pushes their own software to Roku TVs.

Home Appliances

What happens if my refrigerator breaks and no one is available to service it during Covid-19? keyboard_arrow_up

If your product does not have power or is not cooling contents, we will do our best to support you and offer you a solution. Please contact our customer support team at 1-855-344-7367 so we can create a priority ticket. As soon as an authorized service technician becomes available, we will do our best to prioritize you for service. 

In the meantime, please follow these tips for emergency preparedness:

  • Keep the refrigerator and freezer doors closed as much as possible
  • Purchase a compact refrigerator as a backup, if possible
  • Purchase a bag of ice and use a cooler in a dry, dark place 
  • Purchase a block of ice, if possible to place inside your freezer

My refrigerator stopped working, and it came with my home. How can I get it fixed? keyboard_arrow_up

Your refrigerator has a 5-year compressor warranty on it. If your unit was included when you purchased your home, and the builder does not have the documentation, you may be able to get it directly from a retailer.

Your unit was likely purchased from either The Brick or Trail Appliances as they handle the majority of our builder business. You can email them at the following.

comcare@thebrick.com

callcentre@trailappliances.com

Let them know your issue. Provide your full physical address, model and serial number. They will be able to provide a blacked out (if you are not the original owner) receipt for you to continue with the claim process. Then email that to us at canadainfo@hisense.com. If you need help, please let us know.

What is your warranty on home appliances? keyboard_arrow_up

Our full-size home appliances have a one-year parts and labour warranty. In addition, our full-size refrigerators have a five-year compressor warranty on them. Our compact refrigerators and chest freezers have a one-year exchange warranty on them. Our portable air conditioners and dehumidifiers have a two-year exchange warranty on them.

What does a five-year refrigerator compressor warranty mean? keyboard_arrow_up

In a nutshell, if your refrigerator has compressor issues, it is an unfixable defect. If your unit is out of the one-year warranty but within the five-year compressor, you are responsible for paying for the cost of an authorized technician to diagnose the unit as compressor failure (or another issue). We can provide an authorized contact to you if you wish. If the technician diagnoses your unit with compressor failure and provides us with a report detailing this, the unit will be replaced under warranty. If the retailer where it was purchased no longer carries your model, you will receive a re-selection credit for the value of your unit. Please note, you are free to contact any licensed appliance technician if the unit is out of warranty, but we will still require them to provide a report to us detailing that the compressor is the fault found. They can email that to us at canadainfo@hisense.com. Please note, if the unit is under warranty, you must use an authorized technician, or the costs incurred will be an out of pocket expense for you. We do not reimburse for service.

A piece inside my refrigerator cracked and I need to replace it. How do I replace it? keyboard_arrow_up

The first step is to take note of your model and serial number. Once you do that, take an image of the inside of your fridge indicating where the broken/cracked piece is. If the piece is removable, remove it and take another image of the broken part. Send the images, and the unit model/serial number information to canadasupport@hisense.com (along with your full mailing address and phone number) and we will provide a quote for the requested parts. If the interior parts crack under warranty or are broken out of the box, they will be replaced free of charge. Please note, your warranty does not cover physical damage. If the exterior of your unit is damaged out of the box or during installation, please reach out to both us and the retailer where it was purchased and include photos. If your unit is out of warranty, you can reach out directly to our partner, CCSI and they can help you.

CCSI Web (Consumer Computer Services Inc)
416-502-3090
1-800-799-0991
info@ccsiweb.ca

Hours:
Monday-Friday 9AM – 5PM (EST)
Saturday 10AM – 2PM
Sunday CLOSED

Why does my fridge not turn on at all? keyboard_arrow_up

There are a few simple checks you can do to determine if there is a technical issue or a simple at-home fix.

1. See if the light comes on when you open the fridge door and make sure the power is connected correctly.
2. Change the plug to another socket and be sure other electrical devices work when connected to the same power outlet.

If neither of those work, your unit may require servicing. Please email us at canadasupport@hisense.com with your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment if the unit is in warranty. Please note, the more information you provide immediately, the quicker we can help you. 

Why is my fridge not cooling at all? keyboard_arrow_up

You may need to adjust the temperature. To lower the fridge temperature, simply adjust the thermostat. Listen to see if you can hear the sound of the compressor running, or the sound of the compressor starting and stopping continuously. If this does not make your refrigerator cool down, your unit may require servicing. Please email us at canadasupport@hisense.com with your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment if the unit is in warranty.

Why is there ice forming on the back of the fridge compartment? keyboard_arrow_up

Ice generally forms when there are ventilation issues inside the refrigerator. Check the temperature setting to ensure it’s not too low. Make sure the doors are properly sealed when closed. A small amount of ice may form but this will disappear on the defrost cycle. Consider moving items an inch or so away from the back wall if this happens.

Why is there ice forming on the back wall of my compact refrigerator? Is it broken? keyboard_arrow_up

A slim layer of ice or condensation on the back wall is normal because the refrigerator is cold. All mini-fridges with the evaporator on the back of the liner work the same way. The way we have designed our compact fridge is different from many others that have the "freezing" occur in a hidden part of the refrigerator instead of in the open. We have eliminated that extra storage section to both keep costs lower and leave more room to store drinks. The compressor inside your unit is set to do an automatic defrost once it gets too cold, and the water will drip down to the drain hole.

Why is my fridge vibrating / making a noise? keyboard_arrow_up

The internal fan and compressor will generate noise. This is completely normal. Check if the fridge is level, adjust the feet, if not. Be sure there is enough clearance between the wall / skirting board and the fridge. The product’s noise level is indicated on the energy label provided.

How long do I need to wait before I can switch on my refrigerator after delivery? keyboard_arrow_up

If the appliance has been upright during transit you can switch it on immediately. Ask your driver if it has been loaded on its side, if this is this case, we would suggest waiting 12 hours. If you transported a compact refrigerator yourself in a personal vehicle, on its side, you need to let it settle for a minimum of 4 hours to let the compressor oil filter through. The longer, the better.

Do I need to defrost my appliance? keyboard_arrow_up

Although our appliances automatically defrost, a layer of frost may occur on the freezer compartment’s interior walls if the freezer door is opened frequently or kept open too long.

There is water around my refrigerator and on the floor. What can I do? keyboard_arrow_up

Moisture will build up if the refrigerator door is obstructed or not sealing properly. Verify nothing is blocking the door from closing and the door is sealing all around the edges.

The refrigerator exterior sides seem to get warm, is this normal? keyboard_arrow_up

The sides of the refrigerator get warm and this is normal. Make sure the product has adequate space all around it to ensure good ventilation.

My refrigerator is not sealing, what can I do? keyboard_arrow_up

Using a damp washcloth, wipe the entire rubber edge of the door seals as well as the fridge contact points. Verify the seal is pushed in firmly all around the edges and test the door is correctly sealing. You may also try using a warm hairdryer on the rubber seal as a temporary solution. If you require a replacement please contact our support team at canadasupport@hisense.com. Please include your model number, serial number, full physical address (no PO boxes) and a phone number so we can issue a service ticket and ensure our authorized technicians have access to a replacement seal. 

How much room do I need to store my Hisense compact refrigerator? Can I install it under my counter? keyboard_arrow_up

Hisense compact refrigerators require a fair amount of ventilation around them to ensure the fridge is functioning properly. This allows for heat dissipation, high efficiency, and low power consumption. It is recommended that there are at least 3 inches of space between the back of the fridge and the back wall, 4 inches on each side of the fridge and 4 inches in front and on top to ensure the door can open 160 degrees. If your ‘under-counter’ area has sufficient breathing room for the refrigerator, it should be fine but if it is too tight, it will affect the lifespan of the bar fridge.

What should I set my compact fridge at for cold drinks? keyboard_arrow_up

For best results, set it at 3-4 for nice cold drinks. Setting it higher can cause over-cooling to occur - thus, sometimes freezing. Compact fridges typically have inconsistent, variable temperatures due to their compressor size. Changing the setting should reduce any added condensation and still keep things icy cold. If you see frost building up thicker and thicker, then your refrigerator is malfunctioning or defective as the auto defrost is failing to do its job.

Air Products

What are the differences between a single hose and dual hose portable air conditioner? keyboard_arrow_up

There are a few major differences: a single hose unit pulls air from the room to be cooled. This air is basically split - part of it is vented outside and part of it is cooled and returned to the room. As the room cools down, you are venting cooled air to the outside. Whereas, a dual hose pulls the air from the outside and it gets mixed with the cool air passing through the unit. Only the WARM air gets vented to the outside, keeping the cooler air in the room. The result is that the AC unit does not have to run as long to cool down the room, and it will run less frequently to maintain the room temperature. This means the dual hose units are energy-saving and quieter than traditional single-hose units. 

Are your air products self-evaporating? keyboard_arrow_up

All our portable air conditioners are self evaporating. But in some cases, such as when there is a very high humidity level, the unit may get full and have to be drained. Under normal use cases, you won't have to empty it - water will simply disperse out the exhaust hose - but if it's incredibly hot or you're using it around the clock without turning it off, you will need to empty the unit. All units have a drain hole - please see your user manual for specific draining instructions. There is also a drain hole that can be connected to a hose (not included) on heat pump models. 

What is your warranty on air products? keyboard_arrow_up

Our warranty on Hisense air products is a 2-year exchange warranty. Unfortunately, we do not stock spare parts for repairs on our air products as the cost to repair them is often too high for our customers. We will exchange your unit under warranty for a new one. Sometimes, we can acquire specific parts through our recycling program, but that is not always the case. Email us at canadainfo@hisense.com for more information.

How long do I need to wait before I can switch on my Hisense air product after delivery? keyboard_arrow_up

If the unit was transported on its side, we recommend sitting it in the correct position and waiting at least 12 hours before you plug it in and use it.

Is there a separate hose or clip provided with the unit? How often do you have to drain this unit? keyboard_arrow_up

Our Portable AC units are designed to be 'waterless’ and won't require draining under normal usage conditions. Condensed water will be evaporated outside though the air exhaust hose. If the environment humidity is extremely high the water container goes full, the machine will display E5 and stop running. After draining the water, the unit will work again.

What kind of windows can the air conditioner window kit be installed in? keyboard_arrow_up

Most vertical sliding windows from 18‘’ to 50‘’ wide, or horizontal sliding windows from 18‘’ to 50‘’ high.

How do I change the temperature display between Celsius and Fahrenheit? keyboard_arrow_up

Press both the plus (+) and minus (-) buttons on the unit at the same time.

Or press MODE and DOWN buttons at the same time on the remote control.

How long is the portable air conditioner exhaust hose (pipe)? keyboard_arrow_up

The air hose that's included with the unit's installation kit is 64 " long. To ensure proper ventilation, keep the required distance between the return air outlet and the wall or other obstacles at least 20 inches.

Will the fan and compressor stop when the room temperature reaches the set temperature? keyboard_arrow_up

In Cooling or Dry mode, the compressor and condenser fan (lower on the unit) will stop when the room temperature reaches the set temperature. But the evaporator fan (higher on the unit) continues running.

Can I use an adapter / an extension cord to plug in my Hisense air product? keyboard_arrow_up

We do not recommend using any sort of adapter or extension cord for this unit. The safest option is to plug it into a grounded three-prong outlet.

Does this machine restart automatically after a power outage? keyboard_arrow_up

: Yes, in the event of a power failure, your unit will operate at the previous settings when the power is restored.

How low can you set your Hisense portable air conditioner’s temperature? keyboard_arrow_up

In COOL MODE, the temperature can be set between 61°F and 86°F.

Does the screen display room temperature or set temperature? keyboard_arrow_up

The electronic air conditioner display shows the current room temperature.

Do your air products use Freon? keyboard_arrow_up

NO, our portable air conditioners use R410A, a n environmentally friendly refrigerant.

Help, the surface of my Hisense Dehumidifier’s evaporator is freezing/Ice is forming on the unit. What do I do? keyboard_arrow_up

Some freezing is normal when the dehumidifier is used at a low temperature. Make sure that the device’s location is above 38 degrees Fahrenheit. When the temperature is lower than 38 degrees Fahrenheit, the surface of the evaporator can freeze, then the compressor will turn off. The operating temperature needs to be between 38° and 90°. The de-icing function will turn off the compressor if used in low-temperature conditions. When the de-icer senses the correct operating temperature, the compressor will cycle back on.

The EMPTY BUCKET (light) is on. What should I do? keyboard_arrow_up

There are a few different reasons for this.

1. The water is full. Please drain the water - refer to your user manual.
2. The water bucket is not installed properly. Remove the bucket from the unit and reinstall the bucket so that it fits all the way into the dehumidifier.
3. Check if the water level float is in place. Remove the bucket. Make sure the float is snapped in place. Reinstall the bucket.
4. Unplug the unit, then plug the unit back in check if the light is off.

If none of these suggestions work, your unit may be broken or defective. If your unit is within the two-year exchange warranty, please email your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment to us at canadasupport@hisense.com.

The CLEAN FILTER light is on. What does this mean? What do I do? keyboard_arrow_up

The filter is dirty and therefore; the dehumidifying capacity is decreased.  You need to clean the filter. Please refer to your user manual for specific instructions. Once your light comes up, check the filter every two weeks to see whether it needs cleaning. Your filter needs to be clean for the best operation efficiency.

How long is the drain hose? How high can the pump drain water? keyboard_arrow_up

The Hisense Dehumidifier hose length is 16 feet maximum. The draining height is 16 feet maximum.

How low can you set the humidistat? keyboard_arrow_up

Your Hisense Dehumidifier humidity can be set between 30% Relative Humidity and 80% Relative Humidity.

Support

What happens if my refrigerator breaks and no one is available to service it during Covid-19? keyboard_arrow_up

If your product does not have power or is not cooling contents, we will do our best to support you and offer you a solution. Please contact our customer support team at 1-855-344-7367 so we can create a priority ticket. As soon as an authorized service technician becomes available, we will do our best to prioritize you for service. 

In the meantime, please follow these tips for emergency preparedness:

  • Keep the refrigerator and freezer doors closed as much as possible
  • Purchase a compact refrigerator as a backup, if possible
  • Purchase a bag of ice and use a cooler in a dry, dark place 
  • Purchase a block of ice, if possible to place inside your freezer

What happens if my television stops working and no one is available to service during Covid-19? keyboard_arrow_up

If you have another or a secondary device you can use, we would advise using it at this time. If your TV will not power on or you are not getting reception, please contact us at 1-855-344-7367 so we can create a service ticket. We will do our best to assist customers as quickly as possible at this time. Please understand delays may occur as a result of social distancing, self-isolation, and government orders and some companies are choosing to temporarily close for the safety of their employees and customers. Companies that remain open may choose to change their procedures including but not limited to: ceasing home television inspections or repairs and requesting that customers bring their units to an authorized service centre.

Is there a charge to activate my new Roku TV? keyboard_arrow_up

No, there is no Roku Activation Fee. Roku does not charge any kind of fee to activate their platform. Please see the information posted on the Roku website regarding Roku scams.  

How to Set Up and Activate Your New Hisense Roku TV

https://support.roku.com/en-ca/article/208757068-will-i-be-charged-for-customer-service-or-device-activation-

DO NOT SEARCH on online for “Roku Activation.” This may lead you to a Roku Activation Fee Scam website. CAREFULLY type in the Roku activation link into your web browser when prompted by your TV.

What is your warranty on televisions? keyboard_arrow_up

Our warranty on our televisions is one-year parts and labour. If your unit is under 45” screen size, it is a carry-in warranty – and you’ll be required to take your unit into the nearest authorized service centre (we will provide this information to you when you reach out to our customer care team). If your TV is larger than 45” screen size, your unit will be serviced in-home. Please note, our warranty does not cover physical damage.

*Always open your new TV within 24 hours of purchasing it, even if it is a gift for someone.*
If you receive a TV with a damaged screen out of the box, please reach out to the retailer where it was purchased immediately. You may be asked to provide images. If a unit is damaged in shipping or while stored in a retailer’s warehouse, they are responsible for assisting you. Please note, screens cannot be repaired. If you wait too long after purchasing it, your warranty is void because it does not cover physical damage.

I need a new remote. Where can I find one? keyboard_arrow_up

If your remote is defective or your dog ate your old one, we can help. Your one-year television manufacturer’s warranty covers defective remotes. If your remote has stopped working and you are within the warranty period, please send us a copy of your receipt/proof of payment, your model and serial number, and your full mailing address (no PO boxes) and a phone number to canadasupport@hisense.com. 

If your remote is lost, or out of warranty, it can be ordered directly through our third-party parts facilitator, CCSI Canada.

CCSI Web (Consumer Computer Services Inc)
416-502-3090
1-800-799-0991
info@ccsiweb.ca

Monday-Friday 9AM – 5PM (EST)
Saturday 10AM – 2PM
Sunday CLOSED

Please have your model and serial number ready when ordering. Please note, at this time CCSI does not have bilingual customer service members. If you are French-speaking only, please reach out to us at the email above.

Alternatively, you may try looking at an online retailer like Amazon or Ebay for spare remotes. Please note, we cannot verify the condition of any parts ordered through anyone outside of Hisense Canada or their authorized partners and are not responsible if the remote purchased is incompatible with your television.

What payment methods do you take for remotes? keyboard_arrow_up

For spare parts orders, CCSI accepts most major credit cards over the telephone. If you are in the Mississauga area and wish to pick up a remote or other part from our corporate office, we can also accept cash and debit on site.

Where can I find my serial/model number? keyboard_arrow_up

The serial number is 15 (TVs) or 23 (Refrigerators and Chest Freezers) -character code made up of letters and numbers and is written under a barcode on a small white label sticker, located inside the fridge on the left-hand side wall behind the crisper drawer. On Televisions, it is on a white sticker on the backside of the TV. You can also find it when the TV is on by going to the Menu > About or Menu > Support

I accidently triggered Parental Control Lock, but I don’t know my password anymore. How do I reset it? keyboard_arrow_up

Please contact Hisense Support at 1-855-344-7367 or canadasupport@hisense.com for contingency Parental Control Reset procedures. We’re here to help.

My TV has a Spider web shaped crack lines on TV panel screen. What happened? keyboard_arrow_up

Our Hisense manufacturer comprehensive warranty covers a wide range of technical issues, but physical damage is not one of them. A delicate TV panel is located right behind the front screen cover for our TV. Any excessive pressure or impact to the TV itself can damage the internal TV panel without affecting the front screen cover as the front sturdy cover acts as a protective layer from any outside elements to the inside panel. When a claim like this occurs, we will always ask you for photos. It is easy to spot impact damage in the photos provided to us. Unfortunately, once the internal panel is damaged, the TV is irreparable, and it would not qualify for warranty coverage.  

How do I register my product? keyboard_arrow_up

You can register your product on the registration page of our website. From time to time, we hold contests or promotions for those who have registered their products. If you opt-in to receive news and updates you may receive bi-monthly emails from us introducing new products, contests, review videos, and promotions.

Why do I need to provide my phone number? keyboard_arrow_up

Our system is organized by phone number. Your customer profile identification is your phone number – not your name. The other reason we request it is when we ship space parts or USB keys to you (remember: no PO boxes), we require a phone number for the shipping companies in case they are trying to reach you. In addition, if your order is out of warranty, we need to be able to call you to process payment. Failure to provide a valid Canadian phone number may result in delays in assisting you.

How do I get product support? keyboard_arrow_up

If your Television or Home Appliance requires servicing, you can send us an email at canadasupport@hisense.com with your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment, if the unit is in warranty. Please send us any images or videos if the issue you are describing is visual or audible. The more you send us upfront, the less of a delay in going back and forth as we ask for more information. Our goal is always to help you as quickly as possible so you can get back to enjoying your Hisense product.

Why do you ask for so much information? keyboard_arrow_up

We are a high-volume customer support team. We want to assist our customers as quickly as possible. When we must have an email exchange going back and forth, it delays how fast we can create a ticket for a technician or dispatch spare parts for you. The more information we are given upfront, the quicker we can process and help you. Sometimes, this is the difference between losing half the food in your fridge or all of it.

What are your general warranty terms? keyboard_arrow_up

Please see specific products for individual warranty terms. Our general warranty terms are as follows.

  • Televisions come with a one-year manufacturer’s parts and labour warranty on them. Warranties do not cover physical or impact (screen) damage. Warranties vary by size of the screen and are either carry-in or in-home.
  • Our Laser TV comes with a two-year manufacturer’s parts and labour warranty on it.
  • Our full-size refrigerators have a one-year parts and labour, and a five-year compressor warranty on them.
  • Our compact refrigerators have a one-year exchange warranty on them.
  • Our other home appliances have a one-year parts and labour warranty on them.
  • Our air products have a two-year exchange warranty on them.

Why won’t you honour my warranty? keyboard_arrow_up

Only products purchased from a Hisense authorized retailer qualify for warranty coverage. If you purchase your product from the US or through a non-authorized retailer, your warranty will not be valid in Canada, and you will need to go directly through the outlet purchased if you are seeking warranty coverage. If the retailer is not listed on our product page, chances are, they are not authorized. If you are not sure, feel free to email us at canadainfo@hisense.com to ask before you buy. Please be cautious when purchasing from an online marketplace or reseller because the condition of those products cannot be guaranteed. There is plenty of third party black and grey market merchandise available through marketplace sellers on legitimate websites like Amazon and Walmart.ca. Buyer beware. For more information, please read https://www.hisense-canada.com/en/legal.

If you purchased your unit from a non-authorized retailer, we can still provide you with information for authorized service technicians in your area, and access to spare parts (if available), but this will be at your expense.

Help, I’ve lost my receipt. Can I still get warranty service? keyboard_arrow_up

We require receipts to issue warranty service. Our authorized service technicians will not attend a service call without it. In order to issue you a return authorization or exchange, we need to know which exact location the product was purchased and the date. If the retailer is unable to issue a reprint of a receipt, we may be able to take other documentation proving a purchase was made at that specific retailer. Please email us at canadainfo@hisense.com and we will do our best to help you. 

Someone gave me a Hisense TV as a gift, and I don’t have the receipt. What if I need servicing? keyboard_arrow_up

If your unit was provided to you as a gift or was won as part of a corporate event, please ask the sender or the company to provide a copy of the receipt so you can take advantage of the warranty, if necessary. If the unit was received as part of a Hisense contest or promotion, please email us at canadainfo@hisense.com to request a “Hisense warranty form”. You will be asked verification questions. 

My refrigerator stopped working, and it came with my home. How can I get it fixed? keyboard_arrow_up

Your refrigerator has a 5-year compressor warranty on it. If your unit was included when you purchased your home, and the builder does not have the documentation, you may be able to get it directly from a retailer.

Your unit was likely purchased from either The Brick or Trail Appliances as they handle the majority of our builder business. You can email them at the following.

comcare@thebrick.com

callcentre@trailappliances.com

Let them know your issue. Provide your full physical address, model and serial number. They will be able to provide a blacked out (if you are not the original owner) receipt for you to continue with the claim process. Then email that to us at canadainfo@hisense.com. If you need help, please let us know.

How do I find support documents on your website? keyboard_arrow_up

You have three options.

  1. You can go to the specific product page if it is a current model and click on the “Support” tab on the right-hand side of the bar near the top of the page. This will take you to a support page where you can download all available support documents.
  2. You can go to the top right-hand side of the home page and click on the magnifying tab/search bar. Manually type in your product name (ex: 55H7709 or RB17) and press enter. You will be taken to the same page and you can click on whichever support document you wish to download.
  3. You can click the menu in the top right-hand corner and drop down to support. You can click on “Support”. You will be taken to a support portal. Click on your product category icon. Then use the dropdown below to select your product from the list. Please note, the dropdown will not populate until you select your product category icon.

Why does my fridge not turn on at all? keyboard_arrow_up

There are a few simple checks you can do to determine if there is a technical issue or a simple at-home fix.

1. See if the light comes on when you open the fridge door and make sure the power is connected correctly.
2. Change the plug to another socket and be sure other electrical devices work when connected to the same power outlet.

If neither of those work, your unit may require servicing. Please email us at canadasupport@hisense.com with your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment if the unit is in warranty. Please note, the more information you provide immediately, the quicker we can help you. 

Why is my fridge not cooling at all? keyboard_arrow_up

You may need to adjust the temperature. To lower the fridge temperature, simply adjust the thermostat. Listen to see if you can hear the sound of the compressor running, or the sound of the compressor starting and stopping continuously. If this does not make your refrigerator cool down, your unit may require servicing. Please email us at canadasupport@hisense.com with your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment if the unit is in warranty.

Why is there ice forming on the back of the fridge compartment? keyboard_arrow_up

Ice generally forms when there are ventilation issues inside the refrigerator. Check the temperature setting to ensure it’s not too low. Make sure the doors are properly sealed when closed. A small amount of ice may form but this will disappear on the defrost cycle. Consider moving items an inch or so away from the back wall if this happens.

Why is there ice forming on the back wall of my compact refrigerator? Is it broken? keyboard_arrow_up

A slim layer of ice or condensation on the back wall is normal because the refrigerator is cold. All mini-fridges with the evaporator on the back of the liner work the same way. The way we have designed our compact fridge is different from many others that have the "freezing" occur in a hidden part of the refrigerator instead of in the open. We have eliminated that extra storage section to both keep costs lower and leave more room to store drinks. The compressor inside your unit is set to do an automatic defrost once it gets too cold, and the water will drip down to the drain hole.

There is water around my refrigerator and on the floor. What can I do? keyboard_arrow_up

Moisture will build up if the refrigerator door is obstructed or not sealing properly. Verify nothing is blocking the door from closing and the door is sealing all around the edges.

My refrigerator is not sealing, what can I do? keyboard_arrow_up

Using a damp washcloth, wipe the entire rubber edge of the door seals as well as the fridge contact points. Verify the seal is pushed in firmly all around the edges and test the door is correctly sealing. You may also try using a warm hairdryer on the rubber seal as a temporary solution. If you require a replacement please contact our support team at canadasupport@hisense.com. Please include your model number, serial number, full physical address (no PO boxes) and a phone number so we can issue a service ticket and ensure our authorized technicians have access to a replacement seal. 

How long do I need to wait before I can switch on my Hisense air product after delivery? keyboard_arrow_up

If the unit was transported on its side, we recommend sitting it in the correct position and waiting at least 12 hours before you plug it in and use it.

Is there a separate hose or clip provided with the unit? How often do you have to drain this unit? keyboard_arrow_up

Our Portable AC units are designed to be 'waterless’ and won't require draining under normal usage conditions. Condensed water will be evaporated outside though the air exhaust hose. If the environment humidity is extremely high the water container goes full, the machine will display E5 and stop running. After draining the water, the unit will work again.

Help, the surface of my Hisense Dehumidifier’s evaporator is freezing/Ice is forming on the unit. What do I do? keyboard_arrow_up

Some freezing is normal when the dehumidifier is used at a low temperature. Make sure that the device’s location is above 38 degrees Fahrenheit. When the temperature is lower than 38 degrees Fahrenheit, the surface of the evaporator can freeze, then the compressor will turn off. The operating temperature needs to be between 38° and 90°. The de-icing function will turn off the compressor if used in low-temperature conditions. When the de-icer senses the correct operating temperature, the compressor will cycle back on.

The EMPTY BUCKET (light) is on. What should I do? keyboard_arrow_up

There are a few different reasons for this.

1. The water is full. Please drain the water - refer to your user manual.
2. The water bucket is not installed properly. Remove the bucket from the unit and reinstall the bucket so that it fits all the way into the dehumidifier.
3. Check if the water level float is in place. Remove the bucket. Make sure the float is snapped in place. Reinstall the bucket.
4. Unplug the unit, then plug the unit back in check if the light is off.

If none of these suggestions work, your unit may be broken or defective. If your unit is within the two-year exchange warranty, please email your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment to us at canadasupport@hisense.com.

How do I figure out what my firmware version is? keyboard_arrow_up

If you reach out to our call centre or are following a thread on a site like Reddit, you may be asked to locate or provide your firmware version as part of the troubleshooting process. Locating it on each of our operating systems is a little bit different.

Please see the detailed instructions below.

VIDAA: Press the button showing the box and 3 horizontal lines on your remote. This will launch your menu. Scroll down to SETTINGS > Select SETTINGS and scroll down to SUPPORT > Select Support and then select SYSTEM INFO > Scroll down to ABOUT > Select ABOUT. Your firmware will be the third row from the top.

ROKU: Press the Home button on your Roku remote > scroll down to System > Click About >it’s the information on the fourth row from the top. You can also scroll down to System Update from the System Menu to check for an update and view your current software version.

Android: Go to your settings in the top right-hand corner > Scroll down to help > Select System message > The software version is third from the top.

Your firmware version on VIDAA and Android TVs is a long V0 number ending in a letter and four numbers. We require the X1234 number to assist in most cases. Please note, Roku pushes their own software to Roku TVs.

General

How do I register my product? keyboard_arrow_up

You can register your product on the registration page of our website. From time to time, we hold contests or promotions for those who have registered their products. If you opt-in to receive news and updates you may receive bi-monthly emails from us introducing new products, contests, review videos, and promotions.

Why do I need to provide my phone number? keyboard_arrow_up

Our system is organized by phone number. Your customer profile identification is your phone number – not your name. The other reason we request it is when we ship space parts or USB keys to you (remember: no PO boxes), we require a phone number for the shipping companies in case they are trying to reach you. In addition, if your order is out of warranty, we need to be able to call you to process payment. Failure to provide a valid Canadian phone number may result in delays in assisting you.

How do I get product support? keyboard_arrow_up

If your Television or Home Appliance requires servicing, you can send us an email at canadasupport@hisense.com with your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment, if the unit is in warranty. Please send us any images or videos if the issue you are describing is visual or audible. The more you send us upfront, the less of a delay in going back and forth as we ask for more information. Our goal is always to help you as quickly as possible so you can get back to enjoying your Hisense product.

Why do you ask for so much information? keyboard_arrow_up

We are a high-volume customer support team. We want to assist our customers as quickly as possible. When we must have an email exchange going back and forth, it delays how fast we can create a ticket for a technician or dispatch spare parts for you. The more information we are given upfront, the quicker we can process and help you. Sometimes, this is the difference between losing half the food in your fridge or all of it.

What are your general warranty terms? keyboard_arrow_up

Please see specific products for individual warranty terms. Our general warranty terms are as follows.

  • Televisions come with a one-year manufacturer’s parts and labour warranty on them. Warranties do not cover physical or impact (screen) damage. Warranties vary by size of the screen and are either carry-in or in-home.
  • Our Laser TV comes with a two-year manufacturer’s parts and labour warranty on it.
  • Our full-size refrigerators have a one-year parts and labour, and a five-year compressor warranty on them.
  • Our compact refrigerators have a one-year exchange warranty on them.
  • Our other home appliances have a one-year parts and labour warranty on them.
  • Our air products have a two-year exchange warranty on them.

Someone gave me a Hisense TV as a gift, and I don’t have the receipt. What if I need servicing? keyboard_arrow_up

If your unit was provided to you as a gift or was won as part of a corporate event, please ask the sender or the company to provide a copy of the receipt so you can take advantage of the warranty, if necessary. If the unit was received as part of a Hisense contest or promotion, please email us at canadainfo@hisense.com to request a “Hisense warranty form”. You will be asked verification questions. 

Where are your products sold? keyboard_arrow_up

Our products are sold at retailers across Canada, including, Costco Canada, Bestbuy.ca, Walmart Canada, Brault & Martineau, Visions Electronics, Leon’s, The Brick, Lowe’s Canada, Rona, 2001 Audio Video, The Source, Canadian Tire, Amazon.ca, as well as some local specialty retailers. For more information, or to verify an authorized retailer not mentioned above, please contact us. Please note, Hisense Canada does not sell direct. Please note, online “Marketplace” sellers are not authorized retailers and products purchased through them do not qualify for manufacturer's warranty coverage. 

I've never heard of Hisense. Who are you? And are your products any good? keyboard_arrow_up

We are one of the largest TV brands in the world, with our home appliances and consumer electronics available in over 130 countries. Hisense has held the #5 TV share position globally* and the #1 TV share position in China for 13 consecutive years. Hisense celebrated it's 50th anniversary globally in 2019. Over the past 50 years, Hisense has grown into a leading technology company manufacturing televisions, refrigerators, laundry, dishwashers, air conditioners, and mobile phones. Our Hisense family has grown from 30 people based in Qingdao, China, to 90,000 associates in 130 offices around the world. Some of Hisense founding principles are technology, innovation, and quality and our products embody those beliefs. We strive to provide you with products that make your life easier and bring you joy. We have an ingrained dedication to developing and producing cutting-edge technology - and we win awards at CES every year to prove it. Don't take our word for it - our products are often reviewed by technology Influencers across North America, and by popular technology sites like Rtings.com. It's nice to meet you. 

I want to write a product review. How do I do that? keyboard_arrow_up

Our website is integrated with BazaarVoice – which is a review authentication platform used by brands and retailers. You can write a review on the specific product page on our website. If the product is not visible on our website, or you want to compliment a member of our customer service team, you may do so by emailing canadainfo@hisense.com

Are you on social media? keyboard_arrow_up

We sure are. We can be found on Facebook, Twitter, Instagram and YouTube with the handle @HisenseCA. Connect with us for new product updates, contest announcements, and other cool stuff! And if you love your Hisense product, please write us a recommendation using #HisenseForRealLife on Facebook or on Google. 

How do I find support documents on your website? keyboard_arrow_up

You have three options.

  1. You can go to the specific product page if it is a current model and click on the “Support” tab on the right-hand side of the bar near the top of the page. This will take you to a support page where you can download all available support documents.
  2. You can go to the top right-hand side of the home page and click on the magnifying tab/search bar. Manually type in your product name (ex: 55H7709 or RB17) and press enter. You will be taken to the same page and you can click on whichever support document you wish to download.
  3. You can click the menu in the top right-hand corner and drop down to support. You can click on “Support”. You will be taken to a support portal. Click on your product category icon. Then use the dropdown below to select your product from the list. Please note, the dropdown will not populate until you select your product category icon.

How long do I need to wait before I can switch on my refrigerator after delivery? keyboard_arrow_up

If the appliance has been upright during transit you can switch it on immediately. Ask your driver if it has been loaded on its side, if this is this case, we would suggest waiting 12 hours. If you transported a compact refrigerator yourself in a personal vehicle, on its side, you need to let it settle for a minimum of 4 hours to let the compressor oil filter through. The longer, the better.

Do your air products use Freon? keyboard_arrow_up

NO, our portable air conditioners use R410A, a n environmentally friendly refrigerant.

Do you sell direct? keyboard_arrow_up

At this time, Hisense Canada is only set up to sell through an in-store and online retailer network. We do not offer e-commerce or direct sales through our website or customer service department.

Why are some of your products not widely available? keyboard_arrow_up

Our different retailers have different customer demographics with different needs. The retailers understand their clients best so when they see our product line ups early in the year, they are able to decide which specific appliance or television models will best be suited to their customer’s needs. 

Do you partner with Influencers? keyboard_arrow_up

Yes! Throughout the year, Hisense Canada’s in-house social media team, as well as our PR partner, Enterprise PR, will create campaigns and partnerships with Influencers and reviewers in the tech, design and lifestyle space. If you are interested in working with Hisense Canada, please send your media kit, any campaign ideas you may have, and what product(s) are you interested in featuring or reviewing to canadainfo@hisense.com and you will be forwarded to the marketing team for review.

Who do I contact if I am looking for a donation for a charitable event? keyboard_arrow_up

If you are looking for Hisense to make a product donation to your event or charitable initiative, please send an email to canadainfo@hisense.com with information about your ask and the event or initiative. Your request will be reviewed by our team. We will reach out if there are opportunities or if we are able to contribute. Please note, we are not able to respond to every request.

Warranty

What is your warranty on televisions? keyboard_arrow_up

Our warranty on our televisions is one-year parts and labour. If your unit is under 45” screen size, it is a carry-in warranty – and you’ll be required to take your unit into the nearest authorized service centre (we will provide this information to you when you reach out to our customer care team). If your TV is larger than 45” screen size, your unit will be serviced in-home. Please note, our warranty does not cover physical damage.

*Always open your new TV within 24 hours of purchasing it, even if it is a gift for someone.*
If you receive a TV with a damaged screen out of the box, please reach out to the retailer where it was purchased immediately. You may be asked to provide images. If a unit is damaged in shipping or while stored in a retailer’s warehouse, they are responsible for assisting you. Please note, screens cannot be repaired. If you wait too long after purchasing it, your warranty is void because it does not cover physical damage.

My TV has a Spider web shaped crack lines on TV panel screen. What happened? keyboard_arrow_up

Our Hisense manufacturer comprehensive warranty covers a wide range of technical issues, but physical damage is not one of them. A delicate TV panel is located right behind the front screen cover for our TV. Any excessive pressure or impact to the TV itself can damage the internal TV panel without affecting the front screen cover as the front sturdy cover acts as a protective layer from any outside elements to the inside panel. When a claim like this occurs, we will always ask you for photos. It is easy to spot impact damage in the photos provided to us. Unfortunately, once the internal panel is damaged, the TV is irreparable, and it would not qualify for warranty coverage.  

Why do I need to provide my phone number? keyboard_arrow_up

Our system is organized by phone number. Your customer profile identification is your phone number – not your name. The other reason we request it is when we ship space parts or USB keys to you (remember: no PO boxes), we require a phone number for the shipping companies in case they are trying to reach you. In addition, if your order is out of warranty, we need to be able to call you to process payment. Failure to provide a valid Canadian phone number may result in delays in assisting you.

How do I get product support? keyboard_arrow_up

If your Television or Home Appliance requires servicing, you can send us an email at canadasupport@hisense.com with your model and serial number, your full physical address, your phone number, a description of your issue and a copy of your receipt/proof of payment, if the unit is in warranty. Please send us any images or videos if the issue you are describing is visual or audible. The more you send us upfront, the less of a delay in going back and forth as we ask for more information. Our goal is always to help you as quickly as possible so you can get back to enjoying your Hisense product.

What are your general warranty terms? keyboard_arrow_up

Please see specific products for individual warranty terms. Our general warranty terms are as follows.

  • Televisions come with a one-year manufacturer’s parts and labour warranty on them. Warranties do not cover physical or impact (screen) damage. Warranties vary by size of the screen and are either carry-in or in-home.
  • Our Laser TV comes with a two-year manufacturer’s parts and labour warranty on it.
  • Our full-size refrigerators have a one-year parts and labour, and a five-year compressor warranty on them.
  • Our compact refrigerators have a one-year exchange warranty on them.
  • Our other home appliances have a one-year parts and labour warranty on them.
  • Our air products have a two-year exchange warranty on them.

Why won’t you honour my warranty? keyboard_arrow_up

Only products purchased from a Hisense authorized retailer qualify for warranty coverage. If you purchase your product from the US or through a non-authorized retailer, your warranty will not be valid in Canada, and you will need to go directly through the outlet purchased if you are seeking warranty coverage. If the retailer is not listed on our product page, chances are, they are not authorized. If you are not sure, feel free to email us at canadainfo@hisense.com to ask before you buy. Please be cautious when purchasing from an online marketplace or reseller because the condition of those products cannot be guaranteed. There is plenty of third party black and grey market merchandise available through marketplace sellers on legitimate websites like Amazon and Walmart.ca. Buyer beware. For more information, please read https://www.hisense-canada.com/en/legal.

If you purchased your unit from a non-authorized retailer, we can still provide you with information for authorized service technicians in your area, and access to spare parts (if available), but this will be at your expense.

Help, I’ve lost my receipt. Can I still get warranty service? keyboard_arrow_up

We require receipts to issue warranty service. Our authorized service technicians will not attend a service call without it. In order to issue you a return authorization or exchange, we need to know which exact location the product was purchased and the date. If the retailer is unable to issue a reprint of a receipt, we may be able to take other documentation proving a purchase was made at that specific retailer. Please email us at canadainfo@hisense.com and we will do our best to help you. 

Someone gave me a Hisense TV as a gift, and I don’t have the receipt. What if I need servicing? keyboard_arrow_up

If your unit was provided to you as a gift or was won as part of a corporate event, please ask the sender or the company to provide a copy of the receipt so you can take advantage of the warranty, if necessary. If the unit was received as part of a Hisense contest or promotion, please email us at canadainfo@hisense.com to request a “Hisense warranty form”. You will be asked verification questions. 

My refrigerator stopped working, and it came with my home. How can I get it fixed? keyboard_arrow_up

Your refrigerator has a 5-year compressor warranty on it. If your unit was included when you purchased your home, and the builder does not have the documentation, you may be able to get it directly from a retailer.

Your unit was likely purchased from either The Brick or Trail Appliances as they handle the majority of our builder business. You can email them at the following.

comcare@thebrick.com

callcentre@trailappliances.com

Let them know your issue. Provide your full physical address, model and serial number. They will be able to provide a blacked out (if you are not the original owner) receipt for you to continue with the claim process. Then email that to us at canadainfo@hisense.com. If you need help, please let us know.

What is your warranty on home appliances? keyboard_arrow_up

Our full-size home appliances have a one-year parts and labour warranty. In addition, our full-size refrigerators have a five-year compressor warranty on them. Our compact refrigerators and chest freezers have a one-year exchange warranty on them. Our portable air conditioners and dehumidifiers have a two-year exchange warranty on them.

What does a five-year refrigerator compressor warranty mean? keyboard_arrow_up

In a nutshell, if your refrigerator has compressor issues, it is an unfixable defect. If your unit is out of the one-year warranty but within the five-year compressor, you are responsible for paying for the cost of an authorized technician to diagnose the unit as compressor failure (or another issue). We can provide an authorized contact to you if you wish. If the technician diagnoses your unit with compressor failure and provides us with a report detailing this, the unit will be replaced under warranty. If the retailer where it was purchased no longer carries your model, you will receive a re-selection credit for the value of your unit. Please note, you are free to contact any licensed appliance technician if the unit is out of warranty, but we will still require them to provide a report to us detailing that the compressor is the fault found. They can email that to us at canadainfo@hisense.com. Please note, if the unit is under warranty, you must use an authorized technician, or the costs incurred will be an out of pocket expense for you. We do not reimburse for service.

A piece inside my refrigerator cracked and I need to replace it. How do I replace it? keyboard_arrow_up

The first step is to take note of your model and serial number. Once you do that, take an image of the inside of your fridge indicating where the broken/cracked piece is. If the piece is removable, remove it and take another image of the broken part. Send the images, and the unit model/serial number information to canadasupport@hisense.com (along with your full mailing address and phone number) and we will provide a quote for the requested parts. If the interior parts crack under warranty or are broken out of the box, they will be replaced free of charge. Please note, your warranty does not cover physical damage. If the exterior of your unit is damaged out of the box or during installation, please reach out to both us and the retailer where it was purchased and include photos. If your unit is out of warranty, you can reach out directly to our partner, CCSI and they can help you.

CCSI Web (Consumer Computer Services Inc)
416-502-3090
1-800-799-0991
info@ccsiweb.ca

Hours:
Monday-Friday 9AM – 5PM (EST)
Saturday 10AM – 2PM
Sunday CLOSED

What is your warranty on air products? keyboard_arrow_up

Our warranty on Hisense air products is a 2-year exchange warranty. Unfortunately, we do not stock spare parts for repairs on our air products as the cost to repair them is often too high for our customers. We will exchange your unit under warranty for a new one. Sometimes, we can acquire specific parts through our recycling program, but that is not always the case. Email us at canadainfo@hisense.com for more information.