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Defy Appliances / Defy South Africa
Defy Appliances / Defy South Africa Customer Service Phone, Email, Contacts

Defy Appliances / Defy South Africa
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1.0 355 Reviews

Defy Appliances / Defy South Africa Complaints Summary

2 Resolved
353 Unresolved
Our verdict: If considering services from Defy Appliances / Defy South Africa with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Defy Appliances / Defy South Africa reviews & complaints 355

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1:32 am EDT

Defy Appliances / Defy South Africa client service in trying to get a tumble dryer fixed

We bought a Defy tumble dryer from Hirsch Silver Lakes on 2 August 2015. It recently started giving us issues:
- making a horrible scratching sound when in use
- the door lock system started giving issues
- started to over heat
We logged a service call with Hirsch on Saturday, 15 July 2017. They confirmed that we will be receiving an sms with the service call information. We received the sms on Monday 17 July 2017, 11:33, confirming that we logged the service call, with job reference 1399611. We waited until Wednesday, and still no call from any technician. We followed up with Hirsch again on Wednesday 19 July 2017, on which we received yet another sms with a new service call/job reference 747866. We received a call from Defy confirming that they will be picking up the tumble dryer on Thursday, 20 July 2017. We made arrangements that we will be home in order to receive the technician. No one from Defy showed up on Thursday. We had to enquire about this and received confirmation that the technician will be there on Friday, 21 July 2017. Again, it was a no show from Defy, no phone calls as to why no one arrived. My husband followed up, yet again, and was told that the technician could not pick up the tumble dryer due to system down time, but received a promise that the technician will be there on Saturday, 22 July 2017, early morning. The technician again did not arrive on the promised time, but did pitch. When looking at the tumble dryer at our home, the technician confirmed that the bearing was faulty and the plastic door lock will need to be tightened/fixed/replaced. According to the technician, the tumble dryer is supposed to be at least 1 meter away from any wall, and as it was not, that the reason for over heating. We checked and found that it is clearly stipulated in the tumble dryer instruction manual that it should be 100 mm away from the nearest wall (section 2, installation, floor standing) for an air gap. Our tumble dryer had at least a 150 mm air gap. The technician confirmed that he will be returning to our home as he can only collect the tumble dryer on Monday, 24 July 2017. On Monday, 24 July 2017, he arrived at our home again around 17:30 to do the collection and confirmed that he will work on it on Tuesday 25 July 2017, and should have it delivered again on Wednesday, 26 July 2017. Before the tumble dryer was loaded into the bakkie, the technician confirmed that there were no scratches, marks or damaged parts on the tumble dryer. My husband received a phone call from another technician on Wednesday to inform him that there was nothing wrong with the tumble dryer. We sent a video to him of the scratching noise, but he still insisted that nothing was wrong with the machine and they will definitely not be fixing the door lock as there is nothing wrong with it. Thursday, 27 July 2017 7:28, we received an sms confirming that service reference 747866 was completed. We only received a phone call from Defy on 1 August 2017, wanting to know if they can deliver the tumble dryer. My husband and the technician agreed on a delivery date and time, to be 2 August 2017, 17:30. Again, Defy did not disappoint by not showing up. We tried to call the technician who was supposed to do the delivery, however, his phone was not switched on. We followed up again on Thursday 3 August 2017, to find out where the tumble dryer was. My husband then again agreed on delivery to be the same day and time - 3 August 2017, 17:30. When the tumble dryer was delivered, it was wrapped in bubble wrap. My husband and I carried the item into the kitchen. Before we unwrapped the tumble dryer, we found that the 1 corner was damaged while in Defy's possession, as it was not damaged when it was given to Defy. The drum was also filthy inside and the door filter was not cleaned out after testing. All of this can be proven with photos which were taken 10 minutes prior to the collection and photos taken immediately after delivery. Cannot believe how unprofessional Defy became towards their clients...

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7:48 am EDT
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Defy Appliances / Defy South Africa microwave

I got married last year and opened a wedding registry with YuppieChef. One of the gifts we received was a Defy Microwave. After 1 year, the microwave stopped working. We took it to Defy repairs who quoted us the same price to fix it as buying a new Defy microwave of the same model. Ontop of that we were charged a R150 handling fee for assessing the microwave!

I am disgusted with the service received from defy and will never buy an Defy product ever again. I have also emailed YuppieChef and complained to them about Defy's poor quality and after-sale service.

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5:51 am EDT
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Defy Appliances / Defy South Africa defy c 317 281 lt dcf 410 combi w/d

Good day.
I am feeling very disheartened in the service I have been receiving from one of your outlets of your brands.
I bought a Refrigerator at a Lewis store in Mitchells Plain in 2015.

I have given my complaint about the rubber on the door which had broken. That was on the 31st August 2016 and they sent out a technician to do an assessment. Since then I have been told through the store that there are no doors available to replace on my refrigerator.

Then my water dispenser and the inside door shelf has broken in the time of waiting on a replacement door. I thought it was quality. Furthermore on one occasion whilst inside the store a consultant spoke to someone in your warehouse and was really very rude and cut the call.
That was a shock of note. Truly unprofessional and uncalled for as a reputable brand and him being the face of your brand. I can't remember his name but he was the first port of call when the Lewis store consultant made the phone call.

I have since then been told that the door is not available and in the meanwhile I have to sit with a product that I can't use to my benefit. I have given the store until the end of June to give me information on my requests and to days I have received no calls from them.

I will be requesting from both Defy and Lewis group for a replacement refrigerator. Otherwise I will be taking this to the ombudsman if I do not get any feedback within the next 48 hours.

I am truly frustrated and impatient with the service I have been receiving especially from a world renowned company of your stature.

My email address is
[protected]@gmail.com

Marilyn Samuels

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4:41 am EDT

Defy Appliances / Defy South Africa devy gemini gourment mf dbl oven

Ek het op 22/06/2016 bogenoemde oond by Builders Warehouse George gekoop. Ek het nuwe kaste laat insit en die oond is so 4 maande na aankoop datum geinstalleer.

Saterdag het ek iets in die onderste oond gesit en na n ruk het dit vreeslik geraas. Ek het dit toe afgesit en gaan le.

My man kom na n ruk in die kamer in en se die huishulp het hom gaan roep en gese die oond is vreeslik warm. Ek staan toe op om te gaan kyk. Al dit knoppe is op 0 maar die boonste oond wat ek nog nooit gebruik het nie se 2 elemente is bloed rooi. Ons kry die oond toe op geen manier afgeskakel nie en moes dit by die nood muurprop en op die kragboks afskakel.

Ons moes toe die stoof agter laat ontkoppel.

Die elektrisien se sy werk is reg dit kan net die stoof wees wat foutief is.

My nuwe kaste se strips aan die onderkant het losgekom van die hitte. Ek is nou baie bang vir die stoof en vertrou dit glad nie. Wat sal gebeur as so iets in die nag gaan gebeur. As ons nie by die huis was nie sou die huis afgebrand het.

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7:41 am EDT
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Defy Appliances / Defy South Africa defy washing machine

Good day - I have been using Defy products for years and previously I used my appliances for many years.
In June 2013 (four years ago) we bought a Defy DAW 369 six kg energy efficient washing machine.
We have noticed that towards the bottom of the washing machine - where there is a line - it is rusting and also the "paintwork" has a bubble. So it is not going to be long then the paint is going to come off and it is going to rust even further.
We just want to know if it is normal for a Defy washing machine to look like this after only four years?
Your kind assistance is appreciated.
Many thanks
Mrs B van Schalkwyk
Lovemore Heights
Port Elizabeth
Cell Phone [protected]

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1:45 am EDT
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Defy Appliances / Defy South Africa defy washing machine dtl142aa [protected]

I ordered a part for the above-mentioned washing machine from your Hermanstad branch about 2 months ago. I was given order no - [protected] and promised to be contacted once the part arrived.

I spoke to Simon when placing the order. I had to follow up with Simon and then also with Buks at the said branch as no one is interested in servicing a customer.

I have just received excuses and no real solution or answer as to when this part will be available and am now requesting you to assist and give me service in this regard.

Defy is one of the biggest brands in South Africa and I really expected better service from you.

Please assist in sorting out this matter as matter of urgency.

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7:20 am EDT

Defy Appliances / Defy South Africa gauteng

I bought a Defy Slim line four plate Stove at Game Kolonnade on the 26th April 2017 and hardly two weeks therafter, the stove was tripping power.

I went to Game Kolonnade and reported this and they filled a form requesting Defy to assess the Stove. Second week of May, a technician came and find a switch burnt as well as some wires. The technician covered the wires with a tape and only three plates were working. He took out the switch and promise to come to replace the burn switch. The Stove again started to trip power and I went to Game to report this and request a new stove but officials at Game said Defy must assess the Stove.

On the 19th June I called Jan, Service Manager at Defy Pretoria and se said the technical will come to assess the stove before anything else happened, the technician came on the 21st June 2017 and saw to the problem but also came with a new switch. JOV 716648.

Both Game Store Kollonade and Defy disregard CPA Section 55.

The experience has been bad especially from big companies as Defy and Game who don't take Consumers rights serious. May complaints to Consumer Commission and and Gauteng Consumer Council will sort them out and I encourage consumer to refer their complaints to their bodies.

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8:58 am EDT
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Defy Appliances / Defy South Africa oven element that is expanding but i'm told to pay for call out fee and repairs

In 2011 I bought a Deft Compact Stove, this stove is used 3 times a week at the most. recently I have noticed that the Stove makes funny noise when the oven is in use, it is then that I noticed the element is budging.

Today 2017/06/22 I made a call to The National Call centre and I spoke with Misha who informed me that I need to log a fault where a Technician will come and look at the stove at a charge of R450.00 and thereafter another charge for each 30 min. And she advised me to call the Durban office where I spoke to Caffin or Kevin who informed me that I should call the National office and log a faulty and also expect to pay for services that will be rendered.

I'm afraid that my house can go on fire as this stove is now a hazard to my family. I don't understand why I should be paying for the factory fault simple because the stove is not under warranty anymore.

I feel that I am being ripped off by Defy as they know that they are no longer manufacturing durable products. Obviously my stove would not last forever

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6:42 am EDT

Defy Appliances / Defy South Africa a defy double door fridge.

During or about 2013 I purchased a Defy double door refrigerator at Joosubs in Maponya Mall, Soweto, on an account basis with monthly installments of R1 198.00. The installments were payable in thirty-six (36) months totaling the amount of R45 000.00.

On or about 9 June 2017 the refrigerator encountered seized functioning.

I contacted Joosubs to remedy the situation but to my dismay I was referred to Defy whom upon contacting advised that the warranted period of two (2) years had lapsed.

I therefore find it strange that I had to pay an exuberant amount of cash for a product that only lasted me for less than five (5) years.

As an irate and disgruntled customer, I kindly request your entity to look into this matter and assist in repairing the refrigerator on my behalf and tender the costs thereof.

Your urgent consideration of the above matter and assistance will be highly appreciated.

Yours faithfully

Pamela Vilander

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3:03 am EDT

Defy Appliances / Defy South Africa crap product - defy fridge. model k60328

VERY Disappointed about this fridge. I bought this fridge beginning of March. It is definitely not sealed. The ants come in easily. I have to clean out the ants now daily. In the freezer area the middle compartment have to be pushed back into position EVERY time you use the bottom or top compartment of the freezer. I am very negative about this fridge as it looks dirty every time you open it because of the ants. I will not recommend Defy to anyone. I'm sorry, but I'm sure you see my point.

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8:00 am EDT

Defy Appliances / Defy South Africa defy washing machine

I am very upset as my warranty has expired . I have had this machine sent in for repairs while it was still under warranty and now 6 months after my warranty expires I am having the same issue . I really am not going to be using any defy products in future if they are only meant to last 2 years . I would really appreciate it if there is a possible trade in and I can add more money for another machine . I am not happy with having to pay for a call out fee by you guys for an issue I feel is a persistent one from 1 year and a month after purchase . Thank you . Mr Karrim

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4:30 am EDT
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Defy Appliances / Defy South Africa customer service dissatisfaction

My discussion with Lekelo this morning refers regarding customer dissatisfaction.

I called your Port Elizabeth office this morning looking for a unit that would replace the Bauer we have in one of our rental units. We have been Defy customers for many years and have a long standing relationship with inter alia a Hillary who have always been of tremendous assistance over the years.

Rather than look through your website, I wished to speak to somebody who could confirm what units that have available which would fit into the existing dimensions. These are as follows:

Hob - current hob is 650 mm wide and 515 mm deep.
Under counter oven. The width of the cupboard opening is 570 mm and the height of the oven is 590 mm.

The service I received from Joyce was extremely poor to put it mildly, so much so that I am considering acquiring another brand. She clearly does not know her products, have no understanding how to deal with customers over the phone (telephone etiquette) and have no interest in protecting and promoting the interest of your company. If this is how your employees are, I find it difficult to understand why I should support your brand.

The sad part is Defy is a trusted brand with a long history in this country and I have only ever used Defy brands.

I would welcome your view on this matter.

regards
Thomas
[protected]@mweb.co.za
Port Elizabeth
[protected]

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11:42 am EDT

Defy Appliances / Defy South Africa customer product support zimbabwe

I have a glass top stove touch screen which had 2 plates suddenly stop working. I took it to the Defy approved Centre in MASASA Harare. Apparently they said it needed a part and they have been saying Defy South Africa is supplying them with the wrong part and this has been ongoing for more than 6 months. The 2nd from last time they said the part was delivered and when I went in with it the technician did not even know how to switch it on and ended up blowing the other plate which was working and now only one works. Now they have another wrong part. I am not even sure if the diagnosis is right anymore as the level of incompetence is very high. I am now very worried as I have a defy double oven, defy dishwasher, defy washing machine and defy tumble drier that if something happens to them what will I even do? Should I be changing to Samsung or something? Please help I need my stove working!

Jaqueline D Ndengu
+[protected]

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4:33 am EDT

Defy Appliances / Defy South Africa chest freezer

I bought a chest freezer at Game in Pinetown back in the beginning of March 2015 and it ran excellent until it broke down mid March 2017 (only hot air was coming out the freezer) just after 2 years of the warrant and now I can't get it fixed by Deft without me paying for a call out. That's more than 2000 rand down the drain, what a waste of my money! Well I won't support defy again and I will make sure that everybody who know doesn't and I thinking of taking it one step further and don't buy from Game store either. I bought a LG fridge freezer back in 2008 and its still running strong, from now on I will associate myself with brands as good as LG . So thanks to Defy for nothing.

SB Dlamini
[protected]
[protected]@yahoo.com

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8:13 am EDT
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Defy Appliances / Defy South Africa bad/incompetent service

Old Ref: 687364
New Ref: 699354
Our fridge has been faulty since February 2017, a tech has been with us 3 times to try repair it, the 4th time the tech came out he advised us that the fridge will be replaced as they cannot fix it. The techs were very helpful but we phoned numerous times asking when the fridge will be replaced and no feedback has been given. We submitted a complaint through the Defy website and a Mr. Frans Campher advised us that our fridge will be replaced as soon as they receive stock, this was communicated on 09/04/2017 and no further feedback has been given. The fridge is no longer functioning as it should and we are scared that one day it will stop working completely. The fridge was bought 07/01/2016 and it is still under its warranty and we were told when we bought the fridge that if the fridge gives us any problems within 2 years it will be replaced. Any feedback regarding this matter will be greatly appreciated. Thank you.

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6:51 am EDT

Defy Appliances / Defy South Africa free holiday promotion

A free holiday was offered when purchasing a Defy product. After completing all the required information I have contacted them on several occasions regarding this and still waiting for feedback. Since checking the internet I found that there are a number of people who also feels like they were scammed with this promotion and also still waiting for someone to contact them. The emails were addressed to: [protected]@tlcrewards.com and no reply is forthcoming from them to any of my emails.

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MarkTree
, ZA
Apr 24, 2017 2:47 am EDT

I am having the same issue with this "guaranteed" Defy getaway... Originally I requested three of a variety of places listed as possible places to stay. They responded saying there was only one place available "Suntide in Margate" which was not suitable to us. They said they would try find somewhere else and since then I have not response to countless emails. This is very poor from Defy and I believe false advertising.

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5:41 am EDT

Defy Appliances / Defy South Africa defy 12 place dishwasher

I bought a Defy 12 place dishwasher on 28 April 2013 at Game in Port Elizabeth and it was delivered on 23 May 2013. I was very pleased with the product until a few weeks ago. I saw to my total disgust and amazement that the bottom tray started to rust as the plastic coating cracked and as a result the tray started to rust badly.

Is it reasonable that the tray started to rust after being in use for less than 4 years or should it last much longer?

Do you have replacement trays available or what can I do to repair the rusted trays? I really feel that the trays should not have started rusting at this point in time and would appreciate your advise in this matter.

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7:37 am EDT
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Defy Appliances / Defy South Africa washing machine

I have logged a call for a faulty washing machine which has an extended 2 year warranty plan, 3 weeks ago. Promises from the Regional Sales Manager that it would be fixed and yet almost 4 weeks later nothing has been done.

I have repeatedly complained but no one has take this any further, Both Mr Andre Bekker and Yolandie Horn are aware of this complaint and still no one has done anything,

This is unacceptable. The reference number is 694677, logged with the Cape Town office.

I would not recommend a Defy product to anyone and am thinking of demanding a full refund for my product so that I can purchase a better brand,

Regards

Haidee

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10:55 am EDT
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Defy Appliances / Defy South Africa poor quality of defy fridge delivered

From: Moila, Makoma MJ
Sent: 07 April 2017 08:34 AM
To: Robin Da Gama; Jaques Van Rensburg
Subject: RE: Claim form - Job number 646690 Fridge Door non the freezer side not closing.

Good Day Jacques

I trust this email find well.

Followig our telephone conversation we had last week on Monday, where I expressed my concern with the defy fridge I bought from Game.

As I mentioned to you that after Chris the technician broght a new rubber end of January to fix the door that is not closing.
The accident of the door not closing happened again in March 2017. Which I called Chris directly to come fix it. Though he was on leave he managed to come and help. What was concerning he used my hair dress to fix ensure that the door closes.

The fridge is not even over six months but continue to gives me hustle.

I went to Game in Heidelberg as you suggest to log a call to request a refund, I spoke to Samantha at [protected] who told me she will liaise with you and revert back to me.
She indeed come back to me this week Wednesday 4th April 2017 to advise that you have declined the refund. This come as a shock to me and very disappointing.

As I told you I don’t want this fridge any more as I foresee it giving me problems in the near future. I trusted DEFY Brand for years, but clear the quality of the fridge is clearly the opposite what I believe DEFY stand for.

I therefore humble request that you do the honourable things. Come collect the fridge and refund me my cash.

I will allow you two week to resolve the matter. Failing to do so the matter will be taken further up with Ombudsman in terms of Consumer Protection ACT, also with the media at a programme “Speak out”, Hello Peter and will hand over to my Lawyer as a last resort.

Your urgent response is highly appreciated.

Thank

Regards
Makoma
[protected]

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4:04 am EDT
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Defy Appliances / Defy South Africa guaranteed getaway for 4 - tlc marketing

I would like to inform you that I am a very unsatisfied customer and very disappointed. I purchased a Defy front loader washing machine and was promised by Defy a free getaway which is not materialising. I have sent through my booking form early Jan and was told 5-10 working days I would get a response from TLC Marketing but everytime I try calling or sending an email I get no response. This has now become very frustrating.

I feel cheated into buying a product thinking I was getting a good deal.

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Defy Appliances / Defy South Africa In-depth Review

Product Range:

Defy Appliances offers a wide range of appliances to meet various household needs. From refrigerators and washing machines to ovens and dishwashers, they have a comprehensive selection of products. The variety and quality of their appliances are commendable, with options available for different budgets and preferences. When compared to competitors, Defy Appliances stands out for their extensive product range, ensuring that customers can find the perfect appliance to suit their needs.

Quality and Durability:

Defy Appliances' products are known for their overall quality and durability. Customer reviews and feedback consistently highlight the longevity of their appliances, with many customers reporting years of reliable performance. Defy Appliances' products meet industry standards and often surpass the quality of their competitors' offerings. The company's commitment to producing durable appliances is evident in the positive customer experiences and long-lasting performance of their products.

Pricing and Value for Money:

Defy Appliances employs a competitive pricing strategy, offering affordability and value for money to customers. Their products are priced reasonably, considering the quality and features they offer. When compared to similar appliances in the market, Defy Appliances' pricing is often on par or even lower, making them a competitive choice for budget-conscious consumers. The value for money provided by their appliances is evident in the positive customer reviews and the overall satisfaction of their customers.

Customer Service:

Defy Appliances prides itself on providing excellent customer service. Their customer support team is responsive and helpful, addressing customer queries and concerns promptly. The company offers a comprehensive warranty and after-sales service, ensuring that customers have peace of mind with their purchases. The positive experiences shared by customers regarding Defy Appliances' customer service reflect the company's commitment to customer satisfaction.

Availability and Distribution:

Defy Appliances' products are widely available in South Africa. They have an extensive distribution network that includes physical stores and online platforms. Customers can easily find their appliances in various retail outlets, making them accessible to a wide range of consumers. The company's commitment to distribution ensures that customers can conveniently purchase their desired appliances, whether through traditional brick-and-mortar stores or online platforms.

Innovation and Technology:

Defy Appliances demonstrates a strong commitment to innovation and technological advancements. Their appliances incorporate unique features and technologies that enhance their functionality and performance. When compared to competitors, Defy Appliances stands out for their continuous efforts to stay at the forefront of technological advancements in the industry. Customers can expect appliances that are not only reliable but also equipped with the latest innovations.

Environmental Sustainability:

Defy Appliances is dedicated to environmental sustainability. They offer energy-efficient appliances that help reduce electricity consumption and minimize environmental impact. The company follows eco-friendly practices throughout their manufacturing processes. Defy Appliances has also obtained certifications and undertaken initiatives to promote sustainability. Their commitment to environmental responsibility sets them apart from competitors and appeals to environmentally conscious consumers.

Overall Customer Satisfaction:

Based on customer reviews and ratings, Defy Appliances enjoys high levels of customer satisfaction. Customers appreciate the quality, durability, and value for money offered by their products. While there may be occasional issues or complaints, the general consensus is positive, with customers expressing their satisfaction with Defy Appliances' products and services. The company's commitment to customer satisfaction is evident in the positive experiences shared by their customers.

Pros and Cons:

Defy Appliances has several strengths as a company. They offer a wide range of high-quality appliances that provide value for money. Their commitment to customer service and environmental sustainability is commendable. However, there may be occasional weaknesses, such as isolated customer complaints or limited availability of certain products. It is important for potential customers to weigh these pros and cons to make an informed decision.

Conclusion:

Defy Appliances is a reputable company that offers a diverse range of high-quality appliances. Their commitment to customer satisfaction, innovation, and environmental sustainability sets them apart from competitors. With their competitive pricing and excellent customer service, Defy Appliances is a recommended choice for customers in search of reliable and durable appliances. The company's position in the market is strong, and their potential for future growth looks promising.

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