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Frequently Asked Questions Get answers to the most common questions.

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Televisions
Refrigerators
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General
How do I contact customer care?

Please call 1800 447 367 to speak directly to a Hisense Customer Support representative 7 days per week. 


*Hisense Customer Support hours of operation are Monday to Friday 8:30am to 7:30pm and weekends from 9am to 5:00pm. 
How do I order 3D glasses?

Please call 1800 447 367 to speak directly to a Hisense Customer Support representative 7 days per week to place orders or discuss accessories available for your Hisense product.

Hisense Australia accepts a variety of payment methods for product accessories.

*Hisense Customer Support hours of operation are Monday to Friday 8:30am to 7:30pm and weekends from 9am to 5:00pm. 

What payment methods do you offer for product accessories
Hisense Australia accepts a variety of payment methods. Please call 1800 447 367 to speak directly to a Hisense Customer Support representative 7 days per week.
 
Payment Methods accepted:
  1. Credit Card  - VISA, Mastercard, AMEX (3% surcharge on AMEX transactions).
  2. Personal, Bank Cheques or Money Orders (payable to Hisense Australia Pty Ltd). Please ensure that you put your Hisense reference Number on the back of the cheque to allow the payment to be correctly identified and applied to your account
  3. Direct Deposit: Hisense Australia BSB: 063-009 Account number 10406928.  Please ensure that you put your Hisense reference Number in the reference field to allow the payment to be correctly identified and applied to your account.

*Hisense Customer Support hours of operation are Monday to Friday 8:30am to 7:30pm and weekends from 9am to 5:00pm. 

How do I obtain firmware updates?

Please call 1800 447 367 to speak directly to a Hisense Customer Support representative 7 days per week.  

Our friendly support staff can provide updates on latest firmware availabilities for your specific Hisense TV and are best equipped to assist.

*Hisense Customer Support hours of operation are Monday to Friday 8:30am to 7:30pm and weekends from 9am to 5:00pm. 

Why does the Aspect key not work sometimes?

Depending on your TV model a variety of aspect ratios may be supported. All models support Normal (4:3) and Wide (16:9). Select models may support: Zoom (enlarges image and displays the center with top/bottom and left/right cut-off), Cinema (stretches image to fill widescreen), Dot-by-Dot (displays image in its native resolution) and Auto (scales the image to fill the screen).

Not every aspect-ratio choice will be available at every resolution. In most cases, you'll have full aspect-ratio control with 480i (standard TV and VHS for example) and 480p (progressive scan and DVD for example) sources. This allows you to alter standard definition and lower resolution images to fill the widescreen display however the overall picture quality may be lower. With high definition resolutions: 720p, 1080i and 1080p (HDTV, Satellite and Blu-ray for example) you often get fewer aspect options, or none at all because the image is already in high definition.

When will an update to support Adobe Flash Player be available for the Smart TV?

The current Smart TV browser version does not support Adobe Flash. Model specific updates are released periodically. Please check Menu | Settings | Network | Firmware Upgrade on your TV regularly to ensure the latest software version is installed.

Are extended warranties available for Hisense products?

Yes, authorised Hisense retailers offer extended warranty service plans for Hisense products. Please enquire about service options at the time of purchase with your friendly authorised Hisense retailer.

My TV is not working properly. How do I schedule service?

Please call 1800 447 367 to speak directly to a Hisense Customer Support representative 7 days per week to assist with all your product needs. 


*Hisense Customer Support hours of operation are Monday to Friday 8:30am to 7:30pm and weekends from 9am to 5:00pm. 
Is in-home service available?

Certain models are eligible for in-home warranty service at no additional charge within the warranty period. Please verify your warranty information for your specific model or please call 1800 447 367 to speak directly to a Hisense Customer Support representative 7 days per week.


*Hisense Customer Support hours of operation are Monday to Friday 8:30am to 7:30pm and weekends from 9am to 5:00pm.
Can wireless headphones be used with a Hisense TV?

Yes, wireless headphones may be used when installed with a wireless transmitter. If the wireless transmitter is connected via the digital audio output on the TV then built-in TV speakers will continue to work normally. If the wireless transmitter is connected to the analog headphone output on the TV then the built-in speakers will be automatically turned off.

Wired headphones may be connected to the analog headphone output on the TV. When connected the built-in speakers will be automatically turned off.

How can I clean fingerprints and other greasy smudges on my LCD TV screen?
  1. Turn off and unplug your TV.
  2. First try using a dry, anti-static cloth and rubbing gently.
  3. Use water to lightly moisten a clean, soft, dry cloth, and then rub the screen gently. Do not let water run down screen or enter behind screen frame. Wipe with dry cloth after cleaning.
  4. Important: Rub as gently as possible. LED screens can be damaged if you press too hard.
  5. WARNING: Never use any type of window cleaner, alcohol, soap, scouring powder, or any cleanser that contains solvents. Never use abrasive pads or paper towels. This can scratch the screen and cause permanent damage to the screen.
  6. Let the screen dry completely before plugging the TV back in.
Image pixilation. Is it a reception problem?
In most cases image pixelation is caused by very poor reception of digital television signals.  

To verify your reception information please check your Signal Information tool [Menu > Channel > Signal Information] on your Hisense TV.

Please call 1800 447 367 to speak directly to a Hisense Customer Support representative 7 days per week and they can help you navigate the menu and work to identify the issue and resolve.

*Hisense Customer Support hours of operation are Monday to Friday 8:30am to 7:30pm and weekends from 9am to 5:00pm.  
Why does the Aspect key not work sometimes?
Depending on your TV model a variety of aspect ratios may be supported. All models support Normal (4:3) and Wide (16:9). Select models may support: Zoom (enlarges image and displays the center with top/bottom and left/right cut-off), Cinema (stretches image to fill widescreen), Dot-by-Dot (displays image in its native resolution) and Auto (scales the image to fill the screen).

Not every aspect-ratio choice will be available at every resolution. In most cases, you'll have full aspect-ratio control with 480i (standard TV and VHS for example) and 480p (progressive scan and DVD for example) sources. This allows you to alter standard definition and lower resolution images to fill the widescreen display however the overall picture quality may be lower. With high definition resolutions: 720p, 1080i and 1080p (HDTV, Satellite and Blu-ray for example) you often get fewer aspect options, or none at all because the image is already in high definition.
My 3D is not working.
  1. Make sure you are watching in 3D sync signal covered area.
  2. Make sure nothing is blocking the path between the 3D emitter on front panel of the TV and your glasses.
  3. Check the battery volume of your glasses; please charge if low in power.
  4. Please check if the TV setup is in 3D mode or not.
  5. Fluorescent lamps may cause interference such as flickers while viewing 3D content. Please turn off interference source if this occurs.
  6. Certain 3D glasses may not be compatible.
What causes the sound and the picture to be out of sync in digital TV?
Usually the image is delayed behind the sound. This is caused by broadcasting conditions, especially if occurs only in one particular channel. Changing channels often corrects this problem.
What is Bit Error Rate (BER)?
Hisense TV products provide a Signal Information Tool to allow customers to verify their digital TV reception.
Bit Error Rate (BER) is the ratio between incorrectly received bits and the total number of bits arriving in a digital stream. BER 1.00 E-5 indicates that 1 bit is wrong among 100000 bits received. BER = 1.00 E-3 indicates that 1 bit is incorrect for every 1000 bits received. An error free signal will produce and indication of BER = 1.00 E-5.
What is Signal Quality?
Critical to ensuring your are enjoying your Hisense TV at its optimal picture quality performance for Free To Air channels.

Signal Quality (0 to 100%) is a combined index that includes components of Signal Strength, Bit Error Rate (BER) and Signal/Noise ratio. Values over 75% show good signal quality.
What is Signal Strength?
Signal strength (0 to 100%) is closely related to the amplitude of the radio frequency carrier that delivers a digital stream to the television receiver. Signal strength is affected by geographic location, type and positioning of your reception antenna, length of cable between the antenna and the television and signal loss in cable splitters and connectors. Signal  strengths over 75% indicate a strong signal. 

Hisense TV products allow you to easily verify your Signal Information via the built-in Signal Information tools available in your TV menu.
What is the purpose of the Signal Information menu option?
A large number of image and sound related problems are caused by poor reception. 

Hisense televisions incorporate a Signal Information tool [Menu > Channel > Signal Information]. This tool provides numeric information on the quality of reception in the form of Signal Strength, Signal Quality and Bit Error rate (BER).
Why am I hearing the sound of water and airflow in my refrigerator?

During operation, the refrigerant continually flows into the evaporation pipe by the running of the compressor, which results in this sound. This is normal.

Sometimes there is dripping from the flap of the indoor unit. Why?

This may be caused by the temperature being set too low while indoor humidity is heavy. This could also be caused by the wind speed being low, in which there might be vapor condensation causing the drip. 

How long has Hisense been in business?

Hisense (hisense.com) was established in 1969. Hisense is a global consumer products company producing and selling its products throughout the world and is recognized as one of the Top-5 largest television manufacturers.


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Have a General Inquiry?

Hisense Australia
Please Attention to Enquiries at
PO BOX 360, Ferntree Gully, VIC 3156
AUSTRALIA

enquiries@hisense.com.au

Need Customer Support?

Hisense Australia
Please Attention to Customer Support at
PO BOX 360, Ferntree Gully, VIC 3156
AUSTRALIA

Phone: 1800 447 367

service@hisense.com.au

Media Questions?

Hisense Australia
Phone: 03 9765 8800

marketing@hisense.com.au

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In keeping with Hisense’s policy of constant innovation and improvement, the product and services displayed
on the Hisense website may vary from the actual product and are not meant to be exact representations of the same.

All product descriptions, pricing and dimensions are approximate. PRODUCT AVAILABILITY, SPECIFICATIONS AND FEATURES ARE SUBJECT TO CHANGE WITHOUT NOTICE.

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