Defy Appliances / Defy South Africa
reviews and complaints

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]

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.

We have had our double door fridge/freezer for five years (out of warranty) and it has started to rust inside on the back panel. There are three large rust holes and plenty of moisture rust lines running down the back of the fridge (inside). It is constantly having water accumulating and the rust running down the back of the fridge.
Surely this shouldn't happen no matter how old a fridge is?
Surely this is not healthy?

Today 04 April 2017 at 16:30 a brand new Defy fridge was delivered to my house. Once again the fridge was laying down on the bakkie that delivered it and the delivery man said I must switch the fridge on within two hours. At 18:45 the fridge was moved into its place and switched on. As was known a process started and the fridge sound could be clearly heard. Its now 22:40 and this sound is still there. Is it normal that the fridge makes this sound continuously...does the cycle never go off.

I bought a NEW fridge at Stanger Superb n Kwadukuza 2 weeks ago. I was told to leave it for 3 hours when I got home to let the gas settle. I switched in on after 3 hours and the fridge was not cooling enough and as a results my food is being spoilt. The fridge is not cooling enough and the freezer is so cold my meats are ROCK solid. I need a new afridge or a full refund.

I bought the above on the 31st August 2016. I cannot use the convection oven pre-heat. It pre-heats for 30 minutes or longer and then switches off.
This was the reason i bought a convection Microwave oven because i had one before, but a Boardmans make, and used it for years without any problems.
As a result i just use my normal Defy oven, but it is time consuming.
The auto defrost only allows for certain foods to be defrosted, which is not good.
The user manual is also not very consumer friendly.

Will someone please make contact with me.

I lodged a claim to have my washing machine repaired in January 2017. It is now mid March 2017 and my machine is still not repaired. I have had a technician come twice and both times there was a part missing and has to be ordered. The first time we had to call him in order for him to come back and repair and now the second time he came was over a month ago and he still hasn't returned. What is most frustrating is that they do not contact me to notify me what the delay is which means I have to keep calling them checking on progress they keep promising to call me back but they never do. They keep telling me that they are still waiting for a part of which the turnaround time is 10 working days and it has been over a month so this is really not good enough. I am a their customer and I feel like there is no consideration on their side. I need my washing machine to be fixed it has been three months already without it and I am fed up with this poor service. This is truly unacceptable!

I bought a defy washing machine no more than three years ago. Now the part in the drum connected to the motor that wash the clothes no longer turns. It seems to be striped. I went to defy in port Elizabeth and was informed that no parts are avalible for the product. I find that to be unexeptable becouce l payed a lot of money for the masjien and bought the product(defy) because according to me it stands for quality. I am very disappointed because it is not the first time I had to fix the masjien after it broke. Defy came out to replace the mother board. Serial no [protected], model DTL140 .

I called Defy complaining about a faulty cookerhood in December of last year, I got a reference number and was told that somebody would get back to me within that week. However, that did not happen. Then in January I called again many times and eventually was told that a technician would come and check my cookerhood out, this did not happen. Instead I was contacted by one of the senior technicians who said that they were given the go ahead to exchange my cookerhood. A few days went by and still no word from Defy, I then contacted the Cape Town office AGAIN and spoke to the lady handling the exchange and was told that she is waiting for a proof of receipt from the store I bought the cookerhood from and asked me to send her a picture of my receipt as they haven't responded yet. I emailed it to her and again a few days went by with no response. I called Defy again today and spoke to the lady in charge of the exchange and was told that Defy is out of stock of this particular cookerhood and that she is going to call the store that I bought it from to check if they have stock and call me back. I then tried contacting her two hours later as she hadn't called me back, I called another 3 times and couldn't get through to this lady. I am still waiting for Defy to replace my cookerhood since December last year and am so fed up of trying to get through to them. Does Defy provide such bad service to all their customers?

I bought a new DEFY 365l C385 Combi Eco Fridge Freezer in 2012 and now, not even five full years later, this expensive fridge (it retails for R6499-R6999 now) has broken, even though it was used exactly as recommended. As the replacement part - the compressor - would cost more than R3000, excluding labour, it has made more sense to get rid of this fridge and invest in a new one - which, obviously, is not going to be a Defy. I am terribly disappointed in this product and very angry at being so out of pocket.

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.

I bought a Defy black stove from Game Store, Crossing Mall, Soshanguve in 2015, we only started using the stove at the end of 2015 when we moved into the newly built house, 4months after we started using the stove the one big "plate" cracked, now another big plate is cracked. How does this kind of thing happened after so much we spent on this stove?

we bought a fridge January 2016. first they regas the frigde then replace the compressor then we logged a call for the compressor again that is overheat and now again.

we logged an incident 2 weeks ago and saturday there was a guy and he said he will arrange for someont to fetch the fridge it is Friday and no one contact me

bad service. for 2 weeks i am without a fridge but my cash money was good enough. we want a new fridge or i will take further.

Purchased a toploader machine, september 2016. Have submitted code, proof of purchase etc.

Tlc marketing replied once to say 'bookings not yet open'. Now impossible to get hold of anyone.

Phones and emails remained unanswered. What is the point of the campaign?
Defy - get on board and sort this out!
Several individuals have been emailed but no-one bothers to respond

From: dewald kraft
Sent: wednesday, january 4, 2017 11:34 am
To: 'ismail.[protected]@defy.co.za'
Subject: service complaint - job nbr 602879

Hi, i was referred by your switchboard to you with regard to my complaint,
I purchased a defy portable aircon less than 24 months ago, i took it in to the cpt repair centre and was advised the cost would be r4300, as the compressor is faulty.
How can the repair cost be that high? after speaking to a member of management by the name of jason i was advised they will give me 35% discount off the parts, which i am still not satisfied with. what quality product do you sell that it does hardly last two years? i have a delongi portable aicron which is 11 years old and i have had no problems with it, lastly how can i trust your brand again if this is the quality you sell ?

Unique code 3989685.

It is impossible to get hold of anyone regarding this promotion . i received a phone call and email requesting copy of receipt of purchase which i have been trying to do but Emails sent to [protected]@esoft.co.za come back undelivered ..email box is full despite various attempts in the last week. No answer at *120*111213#. What kind of promotion is this if same cannot be followed through, false advertising

During a routine washing with our machine. The front control panel caught fire. If it was'nt for the crackling noise and smell we would have had our house burn down. The question is...It this a regular problem?
the machine is not repairable. A photograph is available if required.
We intend purchasing a new machine. We obviously have serious questions as to the buying of a new unit.
All our appliances are defy & would not want to change the brand.
Please advise

Goeie dag.

Ek het so amper 2 jaar terug 'n yskas van julle gekoop by (Discount Furnishers, Middelburg, Mpumalanga). In die amper 2 jaar is my yskas al 4 keer vervang weens foute. Ek het 2 weke terug geskakel om 'n tegnikus uit te stuur omdat my yskas nie meer koud maak nie. Die tegnikus het toe uitgekom en nuwe gas in ons yskas gesit, hy tel toe op dat daar verder fout is met ons yskas en boek toe 'n call dat hulle ons yskas moet kom optel om fabriek toe te vat.
Die Fabriekbestuurder skakel toe my man vanoggend en se hulle kan nie die fout regmaak nie en dat hulle ons yskas moet vervang.
Omdat ons yskas "ge discontinue" is moet hulle dus vir ons 'n nuwer model gee en wil nou he ek moet R1500 inbetaal.

Ek is bitter ongelukkig as klient en voel dit is nie my skuld dat die model "ge discontinue" is nie en dat die fout 'n fabrieksfout is en nie iets wat ek gedoen het om my yskas te beskadig nie.

Ek sal dit waardeer as iemand my kan terugskakel i.v.m. die situatsie.
Ek gaan nie inbetaal nie en sal die saak verder vat as ek moet.

The inner glass of my oven door shattered after dropping a hot dish onto it. I logged a call with defy to order a new inner glass for repair. My job number: 622108. This was on 27 October. I am still waiting for the glass and an invoice! More than one month without a single person at least phoning me back giving me update on why it's taking so long and when it will be installed, I have to phone you every time! Now they say they will install tomorrow but refuses to send me an invoice and asking cash payment on arrival? What kind of show are you running?

DFF392
BF09320071
220-240-V

I previously complained about the fridge back panel that rusted terribly...Defy replaced the rusted panel with a material that could not rust...I was very glad for that and was very satisfied with defy service...

However the back panel does not make cold. At any setting(1-70 it seems it remains at 1(not cold)...none of the food in my fridge are getting cold...the fan blows cold too...I open the door and switch of the fridge light and it seems nothing is wrong with the fan...it is just when I feel the panel it is not cold...just one small section in the right corner is wet of coldness

Is there any assistance I can receive in this regard PLEASE..My milk curd, my butter becomes very soft and my fresh vegetable mould very quick...

Does this mean the fridge is broken and I have to purchase a new one? What will the cost be of repairing it? Please advice...

The freezer part of the fridge is from day one in a very good condition...

There is no water leakage from the fridge and the fridge is level...

Disgruntled customer
Natalie Christians