Website and Customer Service FAQ
Q. Why is Hisense conducting this recall?
A. In some instances, consumers have reported breakage of the refrigerator door hinges, causing loosening or detachment of the refrigerator door, posing an impact hazard.
Q. Which model refrigerator is being recalled?
A. Hisense USA’s 26.6 cubic-foot capacity French Door Refrigerator with Ice Maker (model number: HRF266N6CSE). The units come with stainless steel finishes and measure 36 inches wide and 74 inches high.
Q. How do I find my serial number to know if my refrigerator is being recalled?
A. Recalled refrigerators include only those with serial numbers C2020050100001 through C2020123109000. The brand name, model, and serial number are printed on a label located on the left interior of the refrigerator, above the water dispenser. Using your serial number, you can check to determine whether your refrigerator is covered by this recall on our recall portal
Q. When and where were the recalled refrigerators sold?
A. The refrigerators were sold at Lowe’s from about August 2020 through February 2022 for about $1,499.
Q. What do I do if I have a recalled product?
A. If the unit is covered by the recall, consumers may schedule a service visit via the recall portal
Q. How is Hisense fixing the problem?
A. The recall requires consumers to schedule a service visit by a licensed service technician to have the door hinges replaced, which takes less than an hour.
Q. How do I schedule my repair?
A. Consumers may check their product serial number to determine if their product is covered by this recall on our recall portal.I If the unit is covered by the recall, consumers may schedule a service visit via the recall portal on that web page. Consumers may also schedule a service visit by calling Hisense customer care at 1-888-497-1189.
Q. How quickly will Hisense respond to my request for a repair?
A. We will schedule a visit by a service technician as soon as possible. This may take 4-6 weeks depending on the number of requests for service we receive, the availability of technicians in your area, and your availability to have an adult present for the service appointment. In the meantime, if doors appear to be working properly and are not sagging, you may continue to cautiously use the refrigerator by gently opening and closing the doors.
Q. Can I continue to use my refrigerator while I wait for the service appointment?
A. If your refrigerator doors appear to be functioning properly, you may continue to use the refrigerator with caution, and you should avoid opening the doors aggressively or allowing the doors to swing to its maximum open position.
Q. My refrigerator is included in the recall, but appears to be functioning properly. Can I continue to use it without participating in the recall?
A. If your refrigerator is included in the recall, you should schedule a repair as soon as possible. You may continue to use the refrigerator with caution, and you should avoid opening the doors aggressively or allowing them to swing to the full limit of the hinge.
Q. Is Hisense recalling other products?
A. No. Hisense is not recalling any products other than the 26.6 cubic-foot capacity French Door Refrigerator with Ice Maker.
Q. I have an issue with another Hisense product, what do I do?
A. Please contact us at our customer care line at 1-877-465-3566 to report an issue.
Q. Have any injuries been reported?
A. Hisense has identified only a few reports of injuries from door detachment. At the time of the recall announcement, we had identified four reports of minor injuries.
Q. How many units are affected by the recall?
A. Approximately 55,200.
Q. Can I request service or report a door hinge failure via Twitter or via direct message on Twitter?
A. The most efficient way to ensure consumers get the proper service is to request a service visit or by calling Hisense Recall Hotline at 1-888-497-1189.
Q. Do I need to remove all the food in my refrigerator to have a technician replace the hinges?
A. No. You will only need to relocate food stored in the doors while the hinges are being replaced. Hinge replacement takes a short time.
Q. How long does the repair take?
A. Service visits take approximately 45 minutes.
Q. What if my refrigerator door hinge breaks while I’m waiting for a service appointment?
A. If a door hinge breaks before a technician can replace them, please immediately call Hisense customer care at 1-888-497-1189 and inform the customer service representative of this development.
Q. My refrigerator door fell, what do I do?
A. Please call Hisense customer care immediately at 1-888-497-1189
Q. Do I need to remove all the food in my refrigerator to have a technician replace the hinges?
A. No. You will only need to relocate food stored in the doors while the hinges are being replaced. Hinge replacement takes a short time.
Q. How long does the repair take?
A. Service visits take approximately 45 minutes.
Q. What if my refrigerator door hinge breaks while I’m waiting for a service appointment?
A. If a door hinge breaks before a technician can replace them, please immediately call Hisense customer care at 1-888-497-1189 and inform the customer service representative of this development.
Q. My refrigerator door fell, what do I do?
A. Please call Hisense customer care immediately at 1-888-497-1189
Q. Can I just sell my refrigerator and have Hisense pay for a new one?
A. Federal law prohibits any person from selling products subject to a recall undertaken in consultation with the Consumer Product Safety Commission.
Q. I no longer have a receipt, can I still participate in the recall?
A. Yes, you can still participate in the recall by scheduling a service technician appointment through the recall portal
Q. I sold or gifted the refrigerator to someone else, should I notify them of the recall?
A. Hisense would greatly appreciate you sharing information on the recall with whomever received the refrigerator from you.
Q. I received the refrigerator as a gift or bought it from a third-party, can I still participate in the recall?
A. Yes. Regardless of how you got the refrigerator, you should participate in the recall if your unit is included in the scope of the recall by visiting the recall portal.
Q. Can you send me the replacement hinges to install myself?
A. You should schedule an appointment with a service technician to properly install the replacement hinges.
Q. How are you working to keep your other products safe?
A. At Hisense, your family’s safety is our highest concern. Our products are tested to exacting safety standards before being offered for sale.
If your question is not answered please email recall.usa@hisense.com. Send Email
