Instruct: Classify an Amazon review as either positive or negative.
Query: Poor customer support and cxchange process takes forever

ONLY IF you trust Haier's products and think you do not need an exchange, go ahead and order their products. Otherwise, like us, we paid $15 for exchange fee, plus mailing fee of the exchange documents, plus 2+ months not being able to use a product that you purchased where Haier should hold the responsibility for the damage.Their support service is terrible. They ask us to have shipment tracking for our exchange documents, but they do not have their shipment tracking for the appliance delivery. Their system sucks and cannot provide any information to you except saying, "you will receive the new appliance 7-15 business days after we approve all your exchange documents", which, however, is absoultely not true since it never happens, so far.