Defy Appliances / Defy South Africa
reviews and complaints

Please could you advise why my brand new stove does not have any adjustable feet? There are the holes with threads on all 4 corners of the stove... But no legs... I went into hirsch in waterfall where I purchased the stove to be told that defy dont supply feet anymore I must just let it sit flat on the kitchen floor! My floor isnt level and I have never had a defy stove of which I have had many that have not been supplied with adjustable feet. Please advise.

On the 25 february 2023 I bought a brand new twinmade 900 washing machine at fairprice in bara soweto. Used the machine 3 times and it stopped working could not pump power for it to spin this incident was on the 24 march 2023. Then on the 25 march 2023 I went back to report the incident as they had said I should report back to the store if the machine stops working withing 30 days.

In april the machine worked well with no incident. Then on the 06 may 2023 20:05 pm I switch it on to do landry then the same incident occurred where the machine wasnt spinning all all but machine twitching sound. This product is defective and I think I was sold an item that has manufactural defect in it. Am not happy with the brand or the machine, it cant break twice in 3 month while being used twice a month.

May I please be assisted with a full refund or a new washing machine

Contact nos [protected]

[protected]@gmail.com

The machine has been bought for two weeks now. A first wash went well but after that the product is behaving abnormally. It doesn't finish the spin cycle after rinse function water inlet will pour more water until the duration runs out. The drum is imbalanced and seems it bouches then it shuts down. Countless times tried to do a spin cycle without water and the machine will just pour water and do nothing.

My replacement fridge was delivered on 27 March 2023…3 days ago.

NOTE…MY COMPLAINT OF MY NEW FRIDGE WHICH WAS FAULTY WAS ON 17 JANUARY 2023…SO IT TOOK 2 MONTHS TO GET A REPLACEMENT…

Nevertheless, I was happy to receive the replacement fridge…I was told that because its delivered in a box…its new…so I have to go with that.

Fridge was delivered at 11 am…I switched the fridge a little after 3pm.

The next morning, I find a pool of water by the door of the fridge…upon closer inspection, I notice a trickle of water from the water dispenser…

I though maybe the kids used it and spilt some…

I wiped the dispenser and door dry so I could monitor…

There it was…a slow drip that eventually filled the reservoir then dripped down the door…

I AM SO TIRED OF THE INFERIOR QUALITY PRODUCT DEFY MANUFACTURED.

MY PREVIOUS FRIDGE(which I still have….for more than 6 years) IS A SAMSUNG…AND ITS STILL GOING STRONG.

I BOUGHT THIS FRIDGE BECAUSE THE FRIDGE FREEZER WERE THE SAME SIZE SO IT WOULD BE CONVENIENT…

IF ANYTHING…BUYING A DEFY IS CAUSING ME MORE STRESS…

my double door refrigerator has been not working for the past 2 weeks now i had an assesor at my premises to assess my fridge to this day im struggling with defy south africa and defy cape town to come and collect my fridge to take it to there warehouse for repairs ive made several phone calls to management aswell its all a dead end road no one can provide me with positive feedback to when my fridge will be collected the worst company to deal with the worst product to purchase as well i only have it for two years and its already broken im totally upset for two weeks without a fridge my food also got rotten.

I bought the dishwasher at Makro Wonderboom on 09/12/2023 since beginning of March 2023 the dishwasher does not wash the dishes and dont disolve the finish tablet, I phoned the Defy call centre on 13/3/2022 a technician was send out on 15/03/2023 and told me I need to refill the salt witch I did and he also told me he will order a new pump. On 17/03/2023 my husband phoned the Defy call centre again the did give us a new reference number but still no technician

I purchased a PC Board for my double door fridge freezer
sales ord: 4710 - 1000009D Sarus Control 380-FF350
I do understand that there is a no return policy on electronic parts,
but the part I got did not work, was faulty. now I have paid a lot of money for a piece of scrap,
Is this how you get rid of your junk, sell it to desperate people that just want
to fix their appliance,
I must also say that I should have suspected something was wrong with the part
as it did not have any packaging or box or any kind of wrapping,

I bought a Defy fridge on saturday and the side looks like the fridge was on the side and pushed on the floor. If you look at the crease it does not confirm that it was properly wrapped. The crease on the side confirms that there is not pride in the workman ship of look and feel of the product. I would like for a Defy specialist to either take the fridge back and replace me with a proper wrapped and packaged fridge or someone to come on site to sort this crease out. I am not happy about the product because the crease on the side means that it was pushed on the floor on it sides thats how creases occur. Please recitify this.

I bought the fridge from Game store Galleria and I will forward this to Head OF Game as well. The consultant was not able to assist in this matter. If you look at whats been said below I will require DEFY to uphold what they say. Evren Albas, CEO of Defy Appliances in South Africa said: “Defy has a passion to set higher standards for customer satisfaction in all of our operations and with the opening of our first authorized service centre we are setting a new vision for South African home appliance market.

Please contact me Rebekah Chetty on [protected] or I will post these pictures on social media and forward to CEO s desk.
Kind regards,

Rebekah Chetty

Good day. Am writing to you out of frustration with a double door Defy fridge which I bought from Makro Nelspruit, which is still under warranty.

I started experiencing the fridge not being cool and my food being spoilt although it was on and the freezer is working perfectly. My first call was on 23/12/2022 then again on 10/ 01 /2023 which took them a long time for someone from Defy to come and fix the fridge.. Again I lost groceries in the fridge. On the 29/01 /2023 called the agent Moses from defy Nelspruit and called again on the 30/01/2023 and finally someone else (new) came and I waited because they said a guy from head office was coming... When he finally came to the house he opened the fridge and changed the location of some cable with the promise that it should be fixed for good. My new job no 1771225. Now am stuck with a fridge that is hot and I have eggs, cheese, fruits milk etc that is getting spoilt. I am tired of this and I need you to do something about it. Either I get a fridge that is working and doing what it is supposed to do or can I please get my money back so I can go buy a fridge that actually works. I don't want to go to social media and other evenues without reporting to you first

Regards

Dissappointed client

I bought defy washing machine by ok furniture in September 2021, since I bought that machine that machine it has been giving me issues, firstly it traps main switch then I have reported the matter, and a week after mechanic comes to try to fix, the same problem occurred then I reported it again, the very same guy came to fix machine but he left machine without screws while opened on the sides, the top part was disconnected to the bottom part, then I called the lady by Defy offices by the name of Leoni, and I even send t photos to her, the guy came back to reconnect the machine after a week, then the next weekend when I try to do my laundry the machine keeps on trapping main switch again.

I don't feel safe to work with that product anymore, can I please have the address were I can drop off the machine or should I take the machine back to store were I bought it.

I bought my fridge in december 2016 and it broke and was not repairable because of an internal leak end of December 2022. Just as my warranty finish. Ive been robbed Defy! Then I got a hicense fridge because I was scared the same thing happens. Then I buy a defy washing machine and brand new its been damaged and passed quality control. 11/02/2023

I bought a fridge about 2 years ago. It broke down several times. Technicians came to "fix" it 3 times after service calls were logged. Eventually another technician came out and recommended replacement. This was after a call that the fridge temperature stays above 10 degreec C. (I bought a thermometer to measure it over the period of a week before I logged the call). This recommendation was made 2 weeks ago. I gave a week and then started calling the National call center a few times. They escalated it to Logan who is responsible for replacing the unit. She promised a call back before 4pm on 31 January 2023. I have not heard from Logan since then. The number, where I managed to reach her directly after the escalation, keeps on ringing without answer. I've been calling 3 x per day, no answer. I left 5 messages on the answering machine - still no response.

If this is the after sales service you get from a product - stay away! I will never support Defy again.

I have, for 10 months, been trying to get two stove panels and a warming drawer front for a Defy ceran top stove. The parts that were delivered after a 4 month wait were marked and damaged, thus returned.
The parts are bought and paid for!
I have sent 3 three emails to Defy regarding this and I have yet to receive even an acknowledgement of my emails.

PLEASE COULD YOU ANSWER ME. I INTEND BUYING NEW APPLIANCES AND NEED TO KNOW WHOSE OFFICE I CAN DUMP THESE!

From: Bastiaan Heilbron

Sent: Thursday, 26 January 2023 19:21

To: [protected]@game.co.za; [protected]@defy.co.za; [protected]@cgso.org.za

Cc: [protected]@defy.co.za; Ian ; [protected]@game.co.za

Subject: RE: defy and game service

Hi

How are you?

This email pertains to Games service and Defys products.

I purchased the Defy Slimline 600 FMA E (stove, hob and extractor) on 22/10/2019 from Game Pavilion.

The Game representative then persuaded me to take the extended warranty.

The internal walls of the oven have over time expanded outward, which means that the grills fall off when any weight is applied. Therefore the oven cannot be used for what it is intended for (cooking).

• On 13/01/2023, I attempted to contact Game and eventually got through after the 5th call, and logged the complaint.

• On 17/01/2023, after receiving no feedback or follow-up from Game, I drove to the store to actually speak to someone. The Game representative called the Extended warranty contact person (ref. 1584317). The representative handed me the phone to talk to the contact person, of whom tried to convince me that we “overloaded” the grill. We have been using ovens for quite some time now and have never had this issue before. Food must be getting heavier or Defys quality has deteriorated over the past few years. I was then told that this problem is not under warranty. I was then told that she will report the fault and provided me with the reference number.

To date, I have received no feedback or response from Game or Defy.

Would it be possible to receive some form of customer service or would it be preferred for me to drop off all 3 units at Game Pavilion or Defy’s sales office?

I hope to hear from you soon.

Kind regards,

Bas

My chest freezer is still under guarantee and Defy is unable to fix it. In the meantime I am suffering losses and they simply pull up their shoulders. This will now be the 4th time in 3 weeks that they have to send a technician. The first time I have lost in excess of R9000 worth of food and they want to refund me R 1000.00. It is unacceptable. I want them to come and collect the freezer and pay me back my money

Less than 2 year ago, I bought a brand-new fridge & freezer (side by Side) from Makro Wonderboom, in less than 3 months, I started having issues/problems with the new fridge, where it would stop freezing & cooling, the fridge would cool down to room temperature, the center panel would heat up so much, that if you touch it, I would almost burn your hand, I report the issue wright away to Makro Wonderboom, they then said they would have logged a call with Defy, it took a technician almost 2 weeks to come out and inspect the fridge, in which by this time, I have gone and buy a secondhand fridge, as I couldn't keep on thronging away food.

After the Technician finally came to look at the issue of the fridge, he said it was the thermal stats that stopped working, but he would have come back tomorrow as he did not have the spare with him, finally the fridge was repaired.

During the first few months, after the new fridge was repaired, it was working fine, but all of a sudden on the last 6 month, the issued of not freezing and cooling started all over again, but this time the problem would only last for about a day or 2, then the fridge would start to work normally.
With my luck, this issued always occurred on a Friday or Saturday or Sunday,

While the fridge as now stopped freezing and cooling, permanently, same as per the issue above, I reported the same issue to Makro Wonderboom, but this time a technician came to inspect the fridge with in 4 days.
In which I still had to though some of the food away.
Yet again I am told that the fridge as to be repaired as the fan stopped working, but this time, the technician had all the parts to fix the fridge.
So I now ask, why did a new fridge need to be repaired? More than once in less than 2 years

How many more times will the fridge need to be replaced, before it fall out-side the warranty/guarantee? In which I will the need to pay to have it fixed.
I never have has much problem/issues with a product, as I am having with Defy this current moment, and this is not the first time I have bought a Defy product.
A fridge should last a long very long time before any repair or maintenance is to be done, my last fridge (Defy) I had, was repaired only after 8 year.

I have contacted the Company that sold me the Defy Washing machine after the Pulsator broke (Centrepiece broke out... the company contacted Defy... after one week I contacted Defy... it has now been a week... the answer I get is that the spare part is on order and still waiting. I can NOT believe a company like Defy could put a product out there and not have the spare parts.

This has Definitely cured my Defy buying

Rather disappointing... in the meantime I will buy a Samsung or another make... never again a DEFy

Logged calls for washing machine (under warrantee) to be fixed since 13 January 2023 - Job number 1744641. Call was logged by Makro Centurion on 13th.

Phoned Defy call centre 3 times to find out when to expect people to come and

fix the washing machine.

Makro send 3 times urgent emails to find out when it can be expected.

No reply still.

It seems I will have to get a technician privately and pay for it - and then

NULL AND VOID the guarantee

My Freezer on my double fridge is not cooling. I had tech come out from TM Appliances [protected]) found the fan in the freezer is not working. I followed up with him today and he advised that Defy has not stock of the fan. I cannot believe that Defy has not got stock. This is the first I ever heard off. Defy has always had stock of components for their range of appliances.

I bought I think 16 kg KOP loader cash for, R10500 as Lewis when the delivered it ID did not work I informed them they replaced it the same day. The second one also when I put it on it just poor in water but does not wash the time does not come down than it pumps out the water and then repeat the prose. Detergent does not devolve, the drum does jot even move. Bought it 15 of December 2023. And did not ever wash one batch of washing. Lewis told me that an agent will come one they have enough complained so they can't say when really bad service, I'm very disappointed in defy appliances. I'm residing in 2101 Wehmeyer Street, Uniondale, Western Cape, 6460. It's still new with plastic some rubbers also came out of side of filter Lewis is playing games