Defy Appliances / Defy South Africa
reviews and complaints

Service Call Reference no 1538861.
I logged a warranty call almost a month on a new fridge I purchased, that after a month had a fault tripping my mains. it took a week for Defy to send out a technician. The first technician came out did no troubleshooting assumed the thermostat is faulty removed the parts and said he will be back and I never heared from him again. After two weeks of still awaiting for a response from the technician I called the service center again and they sent a new technician by the name TK who walked in with his tool box never opened his tool box and did no troubleshooting to find the route cause of the problem assumed the compressor is faulty and said he will be back with three parts he require the thermostat, compressor and the led lights. I am still witing for him it's now almost two weeks each time I call him he give's me the run arround. STAFF LIKE THIS GIVE DEFY A BAD NAME.
IT SEEMS THAT DEFY DOES NOT CARE ABOUT THEIR CUSTOMERS.

Good day Sir/Madam
We have ordered store inner hinges from Moira on 9 November. She has since then not responded to any emails, telephone calls or communication. We urgently need those hinges as the house is up for holiday rental.

Regards
Tania Mouton
[protected]

I am VB Masango residing in Mtubatuba cell no. [protected] l have a problem with my fridge is not working l bought it at game richards bay . It is over two month ends now since the service provider is saying they are waiting for the part and l don't have a fridge to use . How do a family of nine including kidz live without a fridge. I am so desapointed at defy.

I am an elderly women living in a retirement village. I spent more than R11 000 on a new oven for my unit but I am unable to bake in this oven as it burns all my goods. I had two consultants from Hirsch's to assist me but they too can not assist me with my problem. I would like to exchange this oven for one that does not burn my goods. I do not have the money to purchase a new oven as I am retired and living on a pension.

I am on the West Coast of the Western Cape, approximately 150km from Cape Town. I am only looking for two filter bags for the above appliance. On two occasions I phoned the Defy office in Montague Gardens to enquire whether they have it available. Both times I was told that they will phone me back. I cannot drive +/- 300 km's unless I am certain that the part is available.

my contact details is has follows:

Mr Collin Pillay
[protected]

bought this double door fridge and it is giving me an Error code, please assist supplied pictures below, i need to have that error removed and rectified

We have been experiencing a problem with our Refrigerator since 01/10/21. I reported same on 8/10/21 and tech from Defy came through to advise that the PC board needs to be replaced, they dont have stock of same and no idea when they will get stock. I have contacted Defy repair/services numerous times since then trying to get a remedy to my situation with no assistance Except to say they have escalated and have ordered the part. No idea when they will receive same. This is no customer service at all and dis regard for my personal circumstance. There is still a warranty in place.

This make and model of the fridge has been giving us endless problems since the purchase in 2018, the very same year the fan stopped working and had to be replaced. the tech had to be called out on 2 other separate occassions as the fridge was not operational and now the current call out. No remedy to the situation has been offered at all and its been a month without a fridge at all.

We bought a Toploader in August 2021. It keeps giving an E6 error. According to the booklet the lid is not closed. Contacted them 11 October 2021. They confirmed a technician will come out within 2-3 days. They arrived on the 20th of October stating there is a problem with the spinner and they will come the following day to fix it. We are still waiting. It takes more than an hour just to get through to someone to speak to and the person always just wants to send an email to follow up with the technicians.

I have had two deft theromo fan ovens which rusted badly.On the 15 November 2018 I purchsed my 3td one but sadly to say again the ovev rusted not even a full 3 years old The blade of the fan pieces were actully coming in the food

I have been trying to get hold of the Defy Service Centre since 9 this morning. The line is continuously busy, when I eventually got through someone (Nomathemba to be specific) she advised that she cannot hear me properly. I then requested for her to call me back, but have not received a call back.

Not sure what type of incompetency is this.

She wasn't the friendly of them all either.

I need someone to call me back urgently on [protected].

My stove switch is faulty!

One of your service agent came to fix my fridge and it didn't even worked for 3 months. I called the guy several times and it's almost a year now and he never came and I paid him because my fridge was off warranty but he promised to fix it. He was referred to me first from Pretoria service centre and his name is Joe from Belabela (warmbaths) in essence your service agent defrauded me.

Hi please note that my defy washing machine model number Daw381 was broken and is under warranty. The call was logged on the 22-09-2021 and we are still waiting for spares which is a spring that holds the drum in place.
the service is unacceptable as none of defy staff has called to keep me updated.

The washing machine to date 29-09-2021 is still not repaired and when spoken to the repair technician office they informed that defy has had delays due to a move from Durban to lady Smith not sure why this is the customers problem.

would appreciate some feedback, very disapointed with a brand that stood its time, a brand which I have had respect for.

Fridge purchased December 2019, had to be repaired twice for same thing, third time now it has the same problem - loss of food contents twice and this time the technician does not even keep the appointment .

Complain pertaining to poor quality of defy fridge, In 2017 twice, 2019 and 2021 defy fridge was reported for repairs ( same issue all the time, broken fan). Job number: 1507842 & 804637.

On the last repair 31 August 2021 the fridge spoiled my food and requested refund from your organization however was not assisted.

Inability for management to respond on warranty period and the cause of why the fridge is always braking a fan.

Unfair/Bad customer treatment on two different events by Eduard Knuist whom in most events ignores me a client and not helpful to my problems ( proof of correspondence available) and inability by his manager Robyn Kirsten Da-Gama to discipline him.

Also unfair customer Treatment by management by not responding and providing solutions to my problem.

I have spent all my airtime in calling your branch in 5A Marconi Rd, Montague Gardens, Cape Town, 7441 and made an appointment with your technician yesterday to please call me with regard to my Defy Petite Chef Multi Function Thermo Fan oven that I have had problems with for quite some time and has now been over 6 months without the use of my Oven and this is extremely poor service as well as the amount of airtime spent in trying to call them every time is just unacceptable and a senior need to address this matter

My fridge is faulty and parts not working for 3 weeks now.
After a phone call, a technician call you 5 days later and only do a call out 4 days after that.
The technician confirm the parts to be replaced and order parts.
The technician comes back a week later, installs new parts but now a day later my fridge still has an error message.
Today is Friday, the earliest he can get here is next Monday.
Your service is absolutely nonexistent.

Good day,

I have called numerous times to report an issue on a NEW fridge that was delivered to my unit in Ballito Hills Estate, that was damaged while trying to get the fridge up the stairs. There are dents all over this brand new fridge and so I would like it to be replaced urgently. The gentleman that I spoke to said that it was probably the delivery company that damaged it, but I would like for you to arrange with them OR yourselves to get this sorted urgently.

I have new tenants living in this unit and they will have to take time off work to ensure they can open the unit upon exchanging. The male on the phone at Defy seemed very helpful but I have never heard anything back from him again?

Please revert back to me urgently so that we can get this issue rectified.

My contact number is [protected] and my case number is either #1500949 or #[protected]

Kind Regards,
Tristan.

I have spent all my airtime in calling your branch in 5A Marconi Rd, Montague Gardens, Cape Town, 7441 and made an appointment with your technician yesterday to please call me with regard to my Defy Petite Chef Multi Function Therm o Fan oven that I have had problems with for quite some time

29 April 2021, call logged at Defy, oven not heating properly. Ref 1454330. Technician came out and armed with a screwdriver, pliers and a thermostat, he "tested" the oven. He said oven needs a new thermostat and door seals. used his pliers to bend the door, scrathing the paint. Ordered parts and returned 8 June, replaced parts. Now gas smell bad when using oven. 11 June new call logged, 1474211. Never heard from Defy again. Phoned twice to follow up, no feedback. Must I blow up my house first, before Defy will respond?

The fridge is very loud and the door does not close (it opens a little bit by itself). A job card was created and a technician comes out and orders spares. You wait more than 3 weeks for the spares with no word from Defy. Once you call for the 3rd or 4th time requestinf answers you are told the matter is escalated to management and that they will call you, which never happens. You receive an email stating a technician received the parts and will do the repairs that afternoon. The technicians arrived abd worked for more than an hour on the fridge, replacing the compressor and the door seal. The door now does not close at all. He then fits the old seal again and leave. The door still does not close properly and the compressor are now running 24/7. This means it does not cool down. The compressor is also still loud. You send an email explaining the problem, no reply. You phone and are told the matter wil again be escalated to management as a matter of urgency. They will call you back. No surprise this does not happen. You phone again and explain you need to speak to a person with authority. After being on hold for a long period you are told you will be put through to the superviser only for the line to be engaged and then dropped. You decide to call back and ask to talk to the supervisor only to be told they are all in a meeting. Now I ask what kind of customer service is this? My answer: It is totally ridiculous and unacceptable.