A quick resolution came once I shared all essentials in one message. I listed the remote’s serial printed under the battery cover, noted the TV model number shown in Settings → System Info, and took a short video demonstrating unresponsive buttons despite clear line-of-sight. All details were submitted together via the customer-care page found at https://hisense.pissedconsumer.com/review.html explaining the attempts already made. Within forty-eight hours, support replied apologizing for the malfunction, sent a firmware patch for the IR driver, and arranged shipment of a new remote under warranty when the update didn’t restore function. Presenting full product context and proof in one report unlocked a prompt, durable solution.