Defy Appliances / Defy South Africa
reviews and complaints

Good afternoon,

I reported my malfunctioning refrigerator which is still under warranty to Defy national head office in December 2020. The technicians came out three times from January to March 2021 to fix it but could not succeed. The technician eventually told me the fridge is irreparable. The defy head office approved an exchange for fridge and referred my case to my local defy Midrand branch, Johannesburg. After contacting the branch several times without success, I eventually managed to got hold of them. I was told that the fridge was out of stock and will arrive middle April 2021. On 20 April 2021 I made follow up and was promised that the fridge will delivered and exchanged on 23 April 2021. Till to date I am still waiting for exchange and unfortunately can no longer get any assistance from the Midrand branch as the persons responsible are never available.
My reference no assigned by Defy head office is
1424105.

Kindly assist resolve the issue

Regards,

Livy Mapodile
Azaadville
Krugersdorp
[protected]
[protected]
[protected]@msn.com

I purchased a Defy undercounter oven in July 2020. During the night of the 29th of March, the oven door shattered. I reported it to Defy and was given a reference number and told that someone would get hold of me. I kept emailing and calling Defy. 2 weeks later a technician arrived and said that he would order a new door. All went quiet again and all communication has been from my side. I was told that they don't have the part but will order it. No indication of how long it will take and I've had no luck getting hold of the service supervisor. I did suggest to them that they replace the oven if they don't have a replacement door. I have been without an oven for 5 weeks and have no indication of when the door will be replaced. I have always trusted Defy, but this experience has made me think twice and want to warn others about the lack of after sales service.

With due respect!

I am sorry to Write a complain regarding Washing machine 15 kg DTT151..

I am good seller of Defy Appliances at mine shop but now it's coming problem

shop #30 village street Randfontein...

Shop name : "Low low priced furniture and appliances"

With serial number [protected]...so the problem is Dryer not working...

Ph#[protected]

Good day

I did buy a chest freezer yesterday at Tafelberg furnitures in Belville. I did send them 5 times back because the lid at the side had scratches on it.I am looking for a new chest freezer.

No one at Defy wants to help me! Defy is telling me to sort this out with the Manager at Tafelberg. The Manager at Tafelberg is going to refund me! Apparently all the fridges are looking the same!Surely Defy do not deliver new appliances to Tafelberg with scratshes!

Still looking for the fridge without scratches!

Thanks
Sarie Saayman
[protected]

Product: oven Defy petit chef db 415 less than three years old and the top door hinges come undone/ broken?

Service : after a few attempts and an unusually long wait on the phone back and forth to reception waiting for spares to answer, last week gave details and was told would call back but did not happen. this week same procedure on telephone long wait time only to be told don't have the part (as there is a lot of demand for this door hinge?) and the wait time for the order is up to 15 working days
How could this possibly inspire me to purchase a defy product again?

Please note that out fridge and freezer is no longer working. The appliance was purchased in 2018 and since we bought it we logged calls in 2018 and 2019, in excess of 5 calls over the last three years. The same technician gets sent to us and he doesnt really do much to resolve the issue. The issue is recurring for the last three years and is causing food to go bad and food wastage. This is a brand new item and we should not be experiencing this issue. The temperature sensor doesnt work which impacts the freezing and cooling ability of the fridge. We are frustrated and request a brand new fridge as the technician has failed us many times now.

Fridge back panel rust areas

About 6 weeks ago I dutifully followed the Defy website request for me to upload my appliance repair question to request a quote - which I did with photographs. I've never had a reply.

I then called the call center, who told me to send a WhatsApp message with photographs to a number they gave me - no-one has ever responded.

I called the call center again and a technician was booked to visit my home.
The technician has made 3 separate appointments and has not ever arrived.

I have to stay at home to make the call out payment, so clearly Defy has no respect for my time and doesn't bother to monitor their communication platforms.

I will not be buying Defy products in the future.

A misplaced element wire rubbed against the thermo motor, causing a shortage and welded the rotor to the housing. I got the rotor to turn again, done the necessary repairs and added tie-wraps to keep the wires away from the motor. Everything seems to be working fine again, but I hope there will no damage further down the line
I was the first and only person that worked on this oven, so clearly the factory should take care to prevent this from happening

The dishwasher lowest rake started rusty and broken down

To whom it may concern
In September 2018 we bought a Defy Microwave at Hi Fi Corporation, with a 2 year warranty.
A few days ago my microwave wouldn't warm or defrost anything.
I had a Samsung microwave for 17 years.So the guarantee for 2 years is to show that the microwave will only last that 2 years? What am I to do?
Your appliances are bad.

We purchased this item via Teljoy. We have had the machine since the 4th Jan 2021.

First of all the HomeWhiz app doesn't even connect/work here in South Africa. It doesn't even detect the machine serial number, let alone Bluetooth.

Secondly, the machine squeaks immensely when washing and when it spins it is so loud you can't even hear yourself think. The machine rattles, lifts when spinning and you can't even change the spine setting on any of the wash and dry modes, it is set at 1200 and when I try to adjust it refuses.

The drying is a joke, iron/hanger dry, it comes out more creased than before it went in the machine, and then to actually iron it after properly takes twice the time cause the creases from the machine are so Inbeded.

This machine is so noisy and loud, I have my downstairs neighbors complain cause of how the machine vibrates and rattles so loud.

I have to stand against the machine to hold it cause it shakes and lifts. As for the squeaking well that is the rubber and drum issue on its own.

I am highly disappointed in this machine and I want Defy to come get it and to cancel all services with Teljoy. I will never recommend this machine to ANYONE!.

Bought the oven at OK Furniture on the 27th of November. On the 28th we used the oven for pies. The inner glass of oven bursted. Phoned OK Furniture, they referred us to Defy, phoned Defy, first they were waiting for the glass, then few days later apparently the technician were on his way, but never came. Defy doesn't bother to phone us back with feedback, everytime we're wasting our airtime to phone Defy but they don't have any news for us. It's been 2 weeks, we can't use the oven, can't make food. This is really unacceptable!

I recently logged in call for a Defy side by side fridge, that was bought in January 2020 in Wonderpark Game store, took delivery on the 26th January 2020

With current, recurring complaints of: Fridge which hot from the 1st, 2nd, 3rd, and forth compartment are no longer cool & freezing respectively. The fridge is only cool in the vegetable shelves.

I called the call center Thursday 9/12/2020, spoke to Kgomotso and was issued with Job number 1381947 and told that it will take 2-3 working days for a technician to be dispatched to my area. I explained that I was an unhappy client because the fridge is broke down just 7 days after being fixed by the technician on the 2nd December 2020 (14:45). I noted the noise had not stopped and caution symbol had not stopped, the technician explained the fridge needed to be cool and it will reset automatically. The flashing lights will stop.

Today I call tracking my Job number (1381947) and spoke to Phindile at 10:15.
Who informed me that technician only work weekdays because of COVID-19 Outbreak & that there are no technicians, if one didn't not manage to come Friday the 11th, I would have to wait until the 14th on Monday. I bought that fridge on Saturday, on Sunday it was being delivered. There was no fine print that states that if the fridge breaks down, and it during weekend then I won't be assisted.

I'm sitting with rotting meat, I don't have a 2nd fridge, since Wednesday 9th December. The audacity to be told about COVID-19 restrictions at Level1, at 100% capacity since Level3. And that there are no technicians available. It's down right poor management. There should be some1 managing Job cards/numbers issued and turn around time with relation to weekend. The mere fact that this is a recurrent complaint of the same Problem, it should have been escalated in the 1st place.

Please also send the report of my 1st Job number :1376789 dated 30th November 2020 from the Technician Percy. Also please send me the warranty policy, and what constitute for the fridge to be recalled.

Please see attached the videos of how the fridge started making noise like a race car on 7th of December before it became hot.

Regards
Neo Mulaudzi

Good day, I have ordered a thermo fan for my gas stove with electric oven from the Bloemfontein Defy branch about 4 weeks ago. I frequently follow up with phone calls on the order progress but with only promises they will get back to me.
I am really not happy with this branch way of handing orders.
Defy GDS 183

Herewith my conversation with the Field Service Manager Cape Town.

My email to him:
On request, I had to have the fridge taken apart to get to the origin of the rusty dust issue and what a horrendous surprise - the images speak for itself. Unfortunately insurance companies do not cover rust issues.

I did some investigation and it seems to me I am not the only one having this rusty dust issue - according to the technical support staff, it is a known issue. I visited hellopeter.com and what I can gather is that Defy is sort of "running" away from this problem. I also notice for this particular model DFD446/447 there is no stock available (according to Defy's website), perhaps it was taken from the market due to the issues mentioned.

I had to purchase a new fridge (non-Defy) and this brings me to a point, what are we going to do about it? Will Defy be prepared to cover my loss or do we have to negotiate on this. I reckon it is a grave issue to advertise and sell a product with known problems and hold the public ransom to purchase another fridge, or that hopefully the insurance companies will replace the product.

My previous fridge lasted about two years with the gas leaking into the side walls and was not repairable. Fortunately Defy replaced that fridge with the current one which according to the look of it, it is also a problematic product. Within the second year the fridge started leaking water at the door and the customer service recommendation was not to connect the fridge via an extension cord, which it was. We connected the fridge to a proper wall socket, but the problem persisted. Now we know it was due to a rust dust clogged drain pipe outlet nozzle.

As a comparison between imported products versus locally made, I still have a working Defy fridge/freezer that was purchased in 1995, albeit made in India.

His response (Christopher Tomlinson):
The information provided to our call center indicated that your fridge is out of warranty and Defy cannot assist any further than providing a report for your insurance purposes.

Had the unit been in warranty we would be able to assist with a positive solution.

Should you still wish to utilize a Defy repairer, you can log a call via our service call center on [protected] but please note that normal service charges will apply for any repairs requested.

MY CONCLUSION
If Defy knows about the defect, why do they sell the product. I cannot believe that a fridge will last only 2 to 3 years and then has to be replaced. From the attached images one can see that the evaporator is of a very poor quality.

I need a technical answer why the evaporator started to rust within the first two years. Then I will take it further either to refund me or exchange the fridge with another one.

See attached images:

I am having a problem with the technicians fixing my defy oven.. It has been more than a week since the first time I phoned them but they haven't pitched up yet.. I phoned them for the third time already in this past week to get my oven fixed.. The server's lady keep on making excuses...
Defy tafelberg furniture tokai
Ref:1353987 (complaint ref)
[protected]

I purchased a Defy Gas Electric Stove on the 13/10/2020 online from Makro. Was delivered on the 15/10/2020. 2 Screws was missing at the back and the oven wasn't working. I logged a call with Makro and with Defy. A technician came out 20/10/2020. Oven goes on but the light is not working. I have paid a lot of money for this unit. I have contacted Makro again this morning requesting for the unit to be replaced. I don't want this to be fixed as it's been faulty from day one! I was advised that Defy will have to make that call. I don't want any technicians to come out - I want this unit to be collected and replaced. I am well within my rights to request this. Please see to it that this matter is resolved asap!

Good morning,

I bought a dishwasher on special from Pick 'n Pay Kolennade Retail Park a couple of months ago as it was on special.

I was very excited about the product even though I knew I would not be able to use it for a time. But wanted to buy it as I am gathering all my household needs as I had money to do so.

However, now, it turns out, if I place regular size plates in the dishwasher the nozzle that covers the bottom tray with water is too low and therefore clashes with regular size plates... How did you design a product and sell it and it can't commit to the most basic functions of a dishwasher? Wash my dinner plates?

Please get back to me in this regard, it would be highly appreciated.

Regards,

Lelani Louw
[protected]

I sent the washing machine to Defy Authorised Repair Centre in Springfield (Durban) on 20 July 2020. The issue with the machine was a knocking noise when operating, but it was in a working order. I paid R250 for diagnostics and I was advised that the repairs will be 2 to 3 days. Days went by and no response from Defy. I followed up weeks later and I was told they're still waiting for a motor which seems to be a problem with the machine. On 12 August 2020, the motor still had not arrived and therefore the machine was at their workshop. I asked if I could collect the machine and carry on to use it until the part arrives and I was advised by Vikesh that I can collect and use the machine. Collected the machine, connected it up and the machine was not working anymore, obviously after they opened it up for diagnostics. The most frustrating part is that I have never received any phone call from Defy notifying about the status of the order. Every time I phone I'm getting told, over and over again, that they're waiting for the part (motor). Nobody has an indication of when will the motor arrive and I have been sitting without the machine from 20 July 2020. This is very inconvenient and frustrating at the same time.