Defy Appliances / Defy South Africa
reviews and complaints

I purchased a fridge from pick n pay hyper 6mnths ago, recently the freezer door wouldn't seal properly, went to hyper, spoke to the salesman that sold me the fridge, he logged a call for a technician to see what the problem was. He doesn't give me a days notice, on the day he calls to say that he'll be there to check out the fridge, when get there the freezer is iced up, draws are frozen shut and all he tells me the freezer needs to thaw out before he can see what the issue is. I switched off the fridge to thaw out, eventually removed all the draws cleaned out the ice and the door sealed slightly better. Out of nothing it starts doing the same, door doesn't seal properly, rubber coming out, had to keep the door close with buff tape. Logged a call via the salesman, technician came out and glued the rubbers back, a 6mnths old fridge , it's new, it shouldn't be having this issues. I sold my 10yr old (other brand) fridge which gave us absolutely no issues to purchase this fridge which is a problem. If I had little kids playing with the doors it could be understandable, but my girls are 16 & 20.

3 months ago I bought a 4 plate stove at Game and a week ago it stopped working. I went to Game and I was told they will dispatch a technician to check it out which they did m, when the guy came in my house he told me I need to pay for the stove to be fixed, which I am not willing to do because I just bought the stove.

I was also told I can not return the stove as I need to get an authorization before returning it. What is that? Why does the stove have a warranty if I can not return it

I bought a Devy fridge from HI FI Corporation six months back. the compressor packed up , I lost a R1000 of meat, now they don't want to exchange it and said I must wait for the service provider to open up to sort it out. My concern is i did not buy it from the service provider I bought it from HI FI Corporation and personally think they are responsible to give me another.

Kind regards

Eugene

I have logged a call with defy regarding a Faulty washing Machine, technician came and later the week a unit was approved for the exchange and today we are in a 3rd week. I have been keeping on phoning call center and they say unit will be delivered and they gave me contact number for Jacob's Branch where unit should be dispatched from called there twice spoke to Sugen and Sthembiso whom offered to call me but nothing until today. Reference number is 1727524 please help me

Hi, i purchased a 14kg top loader from Makro Cornubia in Durban on the 26/06/2022 for R6769.00. I have also taken out extended warranty on the machine.

Its not even 6 months and my machine is giving me problems. When i select a load the machine does not fill water its just stagnant. i have called makro complaint since the 16/11/2022 and nothing was done for almost 2 weeks. Later on the advised a technician from Defy will come assess, the technician came and said theres a problem with a valve and he will order the part. my concern is this is a new machine and i didnt expect to experience issues so soon in less than 6 months. I need this machine replaced as i have 3 small kids and being without a machine for almost 3 weeks is a setback. i have expressed my concern to Makro but they said i should contact Defy. With my issue on hand, note prior to purchasing a defy machine - i had a samsung for 10 years and i didnt experience such a problems

I await your urgent response as i need to return this machine and a refund as i cannot wait nor do i trust the fact that the technical problems will stop. My contact number is [protected] or [protected]. My email address [protected]@foreverfashion.co.za

I have the invoice if you require confirming date of purchase.

I await your urgent response and this is unacceptable and bad customer service.

On 2 August 2022 I purchased a Defy DTL160 14kg top loader washing machine online from Makro (see attached invoice). On 7 August 2022 we used it for the first time, only to find that the machine does not go into the spin cycle and gives an E6 error, and does not go into the spin cycle. I reported it to Makro, who referred it to Defy. Defy sent a technician, who decided that it was a faulty motherboard. I waited 10 days (not being able to use the machine) before Defy came back and replaced the motherboard – and when the technician tested the machine, it still gave the same error! He then fiddled for almost an hour, got the machine working, and promised me it will never have the problem again.

Since then I’ve had numerous problems with the machine. It will work perfectly for one or two washes, and then it gives the E6 error and does not work for three or four washes. It seems as if the drum goes out of balance and bundles the washing on one side. Then by chance it works again. Defy technicians came out, told us never to use the Eco mode (REALLYY!) and to ensure that the machine is level. The machine is perfectly level and standing very sturdy, but the problem keeps on repeating itself. I’ve had the technicians four times physically at my house. With my last two reports they did not even come out and simply reported that they have elevated the case for the machine to be replaced (on the 5th occasion) and for me to be refunded by Makro (on the 6th occasion). Makro just keeps on referring me to Defy and does nothing else. This machine has not worked properly from day one.

On 25 November 2022, after fighting viciously with Defy about the matter, Defy came and replaced my machine – and it has exactly the same problem! When I checked on Defy’s Complaints website, I found that I am not the only person experiencing this particular problem with this machine! Yet neither Defy nor Makro are really doing anything more about it. Even the lady at the Defy Call Centre, an Afrikaans lady named Janine, stated that her machine does the same!

On 26/11/2022 (early morning) I tried to see if the machine will go into spin if it is empty - still gives me the E6 error!

When I spoke to Makro yesterday (25/11/2022), they said they will “elevate” the issue to Management to get me a refund. They promised to call me back within 2 hours – this is now the next day already, and no call from Makro. So, here are my challenges:

1. It is clear that there is a defect on the Defy machine, if more than one consumer experienced the same problems. Why is Defy then still selling the machine?

2. Customer care at Makro is non-existent. They should have replaced my machine immediately when I called – why should I use a machine that had to be repaired from the first day that we used it?

3. I have not been refunded, have a useless washing machine and have lost all trust in both Defy and Makro!

I reported my fridge on 17th of November 2022 and this is the 4th time fixing this fridge. I requested that the fridge be changed sent my email to [protected]@defy.co.za on the 22 November 2022 because they unable to fix that fridge. I called Defy on [protected] spoke to Logan who told me that Thato is responsible for this kind of issues, my 1st call was in the morning at 10:46 Logan told me Thato is busy he or she will call me 13:13 I called again no response from Thato he or she is avoiding to talk to me and that is rude and unprofessional.

A simple explanation on when and how they can assist me with my fridge was all i needed im on 6th day without a fridge i lost all my food in the fridge. my ref no. is 1719466

My name is Tumelo Legodi

contact no. [protected]

email : [protected]@gmail.com

We purchased a new defy glass hob in December 2021. Just over a month ago a straight crack appeared from corner to corner on the hob. There was no reason for this, no accident, nothing was dropped on it - no impact point etc etc, it literally cracked overnight! We lodged a claim on 19 October, an assessor came out to take pics and check it and still said that a 2nd assessor may come out to make sure we are not lying? After we followed up 3 times we were told that its not covered under warranty! Then why send an assessor out in the first place?! We have called and emailed a dozen times and still no outcome or resolution. This is unacceptable service delivery. We simply cannot pay R3600 for a glass hob that didn't even last a full year. It is clearly a fault. Our reference number is 1706048, and I would appreciate any kind of client service at this point.

The stove must be about 3yrs old now

Was bought at game. While cooking dinner tonight the temperature button just jumped off in my moms hand. It will not go back in the socket. We need help regarding this please. We use the oven every day as its part of my dads income baking rusks.. Contact me via mail [protected]@gmail.com or via my cellphone [protected]

bought a 14kg washing machine at Games trade route mall on the 10th of October 2022, only 3 weeks old since day one of using the machine it kept going to E6 and inside drum wobbles and noisy had a technician out and he leveled the machine and said if this happens again i should open the lid and level the washing which is outrages as this happened even after doing that and

dials keep going back and forwards while washing not completing a cycle

had to get a technician out again

i spoke to the assistant at games and told them that I'm not satisfied with the

washing machine and want a refund to purchase another machine and he told me only if defy says that they must refund me than only will games do a refund

i have purchased the machine from Games and not defy therefore i don't see why they can't refund me

Good day, I would like some advice please.

2 years ago I had an issue with my Defy DGS160 stove.

After 3 visits it was found at that time that the selector board was "burnt" and replaced.

From that day onwards the oven did not work correctly. The food would constantly be burnt.

My mother in law had juat moved in, and did the cooking so at first we just thought she did not know how to use the oven. Eventually we figured that the oven selector did not actually work right. If it was on "Bake" it would grill.

But due to many personal issues, (Covid and other illness,), I never returned to Defy.

I accepted that there would be no further warranty on the work

Fast forward to this year

On the 15th of July 2022, I took my stove to the Authorised Defy service agents in PE. We were moving and I wanted the stove fixed before we use it in the new house

I requested that the stove be serviced, but with particular attention to the fact that the oven selector is not working correctly. I suspected that it had been wired incorrectly.

I had to pay R450 up front

I was told that it would be done within a week.

I also asked that they order new knobs, as the paint had come off the old ones. I said that even if the knobs came later. I requested that they quote me before any major work is done.

I was not in a particular hurry, but was expecting a reasonable turn around time.

I heard nothing from them. I tried to call a couple of times, but could never get through.

I ended up asking my husband to go around the offices to find out what was going on. This was around the 14th of September. He went in his lunch time, waited over half an hour, but nobody could help him. He went again after work, and was then told they were waiting for parts.

On Friday the 16th of September I phoned again, and was told the stove is ready.

I could not collect it on that day, and went on the 21st of September.

When I got there I waited for quite some time after saying that I was there to collect the stove.

The person from reception finally came back, and told me the stove is not ready. The manager was called. She then told me that after they replaced the selector board, they found that there is something else wrong, as it kept on tripping the power. (I never had that issue before) They also found that there was something wrong with the fan motor or something., and they needed to order more parts.

I was pretty annoyed at that point. It also came to light then, that only when my husband went around, they discovered that no parts had been ordered, (hence our long wait)

I was then quoted on the extra parts that had to be ordered, and was told that due to the inconvenience caused, they will deliver it once ready

Again, I heard nothing.

On the 6th of October I called again. Spoke to manager

I was told they received all the parts, and it had been installed, the stove had been cleaned, and they just want the head technician to do a final check

Again, silence.

On the 20th of October I called again. Spoke to manager again.

I was told that when it was checked, it was still tripping, and they had discovered that the element needs replacing, but they have already ordered the parts.

I finally received the call today, 27 October that we can collect the stove (no deluvery-manager forgot she promised me)

But since I've had such a bad experience, I asked my husband to please just go and collect it.

When we got home, I looked at the stove, and, to my horror found the following.

In the oven, I noted that the fan cover was absent.

I then also noted that the cover plate that is normally between the oven door and the Control Panel is also missing.

And the knobs that was replaced, did not include the 4 little buttons

I have been without my stove for 112 days.

We are a family of 6. Cooking has been a real challenge

Please tell me what I must do to get this rectified

I bought this stove aprox. 18 months ago. From the very first use, the plates rusted. I've used the stove once or twice a week.

This stove was not cheap, and I dont see why we should settle for inferior products.

We are told to oil the plates, which I do. But they rust all the same. When I use the stove after oiling, I'm afraid that a fire might start because of the smoke, coming off the plates.

bought 14 kg top loader am not happy with the product, coz now it's not working they sent technian but they still the machine made very loud noise

Today went back to the shorp were I bought the machine they told that they can't help me, I should contact defy myself, and wen I bought the machine they never told me that should I face problems i will be the one Goin up and down calling you, and your call center agencies they not helping either

I feel robbed by defy coz I trusted your products...

My younger sister bought a fridge cash and she collected it herself, now the fridge is faulty, she was advised to report it with Defy service center, she reported with defy service center, the technician was sent, when he came he phoned first and we decided to take the fridge outside because there was a Thursday prayer, it was taken outside so that it can be easy for them and the prayer meeting won’t be disturbed, they found out that they compressor was faulty/dead, they said they will come back to fix it or collect it, when we make a follow up after weeks we were told they won’t fix the fridge as it was found at an illegal connection place which is absolutely a lie, the technician assumed that because the fridge was outside it means it was collected from an illegal connection place to where the fridge is now now, so we have been engaging with them several times but they denied, they didn’t want to send another technician to confirm if it is true or not, they concluded by saying they won’t fix it as there is an illegal connection. I think the decision was taken based on the lie or past behavior/experience and no investigation was done, so we are not happy, we feel we were treated unfairly, please help... Job no: 1696686.

I had loaded a request on the 12 September 2022. I technician came out about 3 days later advising me that the part need to be replace or they change the entire top stove. Bear in mind that it’s practically new because it was purchased in June.

I have call your call center countless time with the promise that it will be sorted out shortly.

Nb, we have been cooking on fires and now had to buy a 2 plate stove because on the incompetence of Defy after service sales. Absolutely appalling!

The part was in “Durban” Warehouse, to be sent to “Durban” Sevice center. I am still waiting “this is crazy”.

Query number 1688050. Cell [protected]

My whole life I bought Defy products. Good product...but... You maid the defy twinmaid 1500. Not so good. No gentle wash, no easy rinse ajustment like the 1300. That plastic thing on the side that is suppose to catch the loose fluffy stuff ( donse ), doesn't work. 1300 with bag much better. Ajustment knobs plastic connections pathetic... time and again i stand with knobs im my hand. Please bring back the Defy Twinmaid 1300...much better machine. Discontinue the Defy Twinmaid 1500. Thank you

Good day.

I have bought a top loader from takealot on the 27th August 2022. Received it on the 30th August. I logged a call with the call center and a technician came out to look at the machine. I advised him that I don't want it fixed I want a replacement because it should be brand new. I bought a new machine and can't even use it due to the horrible sound it makes. It's now been 2 weeks since the technician was here. I call everyday to find out what is going on and have no joy with anybody. They keep confirming they waiting for approval. When I bought it I paid immediately. I also spoke to a Logan lady at Defy itself and she should have called me back today and i have not received a call as yet. I paid R6000 for the machine and it isn't right that I have to wait 2 weeks and still no replacement or even a call. If this is not sorted I will have to log a complaint with the ombudsman and I will Bombay social media with this horrible experience and unreliable service from Defy.

My job nr is 1684959.

Defy Hob Stove bought in November 2021, still under warranty displays Err 22 Error - (Faulty Sensor). Defy send two technicians with no spares. First to check on the fault and possible for non compliance to the warranty. They all came with no spares on them. The fault was booked 1 September 2022 and now going to three weeks waiting for spares used to manufacture these stoves. Defy don't prioritize customers who use their appliances, but production. Three weeks of finding ways to cook is a nightmare everyday.

Bought hob in June 2022. Installed on 27 July 2022. Faulty burner. Today 8 September after they delivered two other damaged hobs they installed the chipped hob with the promise to replace.

No follow up ever from their side - terrible service -7 weeks later !

AS ELECTRONICS D00762 REF 1669711 AND 1680267 ([protected])

DEFY tax invoice [protected] ([protected]) Lucas/ Mark / Ishamel / ROBBIE [protected]

Notified Defy Technical on 03/09/2022, Ref 1682543, Glass hob DHG 905, bought July 2022 from Hirchs. Not one of the burners are working, I cannot use it at all. A technician was booked for 06/09/2022 as per the technical department, I am still waiting! Poor service from DEFY, how long should this take, no one can tell me, really!