Defy Appliances / Defy South Africa
Reviews and Complaints

I have been liaising wih defy agent since 21 August 2019when my cooker hood malfucntioned. I have at that date reported a problem with my Defy slim line cooker hood.
I called again on:
26.8.2019
23..2019
16.10.2019
4.11.2019

To date this service agent or repair person has not been in contact with us to inform us of the issues relating to the cooker hood.

Today I called defy and discovered that the repair person had cancelled the repair. I had spoken to my husband 1 time during this entire period and his service is truly pathetic.

I cannot put it any other way, his service is lacking on so many levels including not calling the customer [myself or my husband] to come to our house; not informing us what the problem is with the cooker hood; or giving us specific time frame sin which it would take to fix the device.

This is tremendously unethical and con-compliance on a service delivery basis.
He just comes to my house when neither of us are home, we cannot allow that the gates and doors just be opened without us knowing who will be entering our home, it is not safe, he does not liaise with us regarding anything to do with repairs or just in general.

This is unacceptable practice from a big name such as defy.

Please address my dissatisfaction urgently in this regard, dissatisfaction since it has been 3 almost 4 months since placing the claim with the defy. I hope this is addressed urgently as I have not be able to enjoy my product for the past 4 months.

My Defy fridge/freezer Model F640(out of warranty) has big holes on the inside back panel. Lots of rust oozing out of holes. Your complaints website has numerous complaints that are similar to mine. This is not normal no matter how old the fridge. Looking at all the similar complaints it is obvious that this is a manufacturing defect. Also a health hazard!
I therefore request a total refund on the defective fridge/freezer.

S.Shaik

I purchased a defy microwave from Game. It was purchased a little while ago and started rusting and peeling by the second month. The microwave has peeled and rusted extremely badly. I am extremely disappointed at how defy could manufacture products of such low quality as these appliances are not cheap! It is also an extreme health hazard as the intense odour of the rust is very fumigating. This is so unhealthy. I always look for good brands and Defy was one of them but now i will consider other brands.

Good day

I had purchased a new Defy 300L chest freezer from Game stores at the Greenstone shopping centre on the 06-09-2019. The freezer was delivered on 07-09-2019. Upon inspection of the freezer I found that it was damaged and not new stock. There were chips on the front and a dent on the bottom left hand side. the back had metal lifting off from the frame. there were gouges, dents and marks on the lid and body of the freezer.

I have reported it to the Game store and the the rep from Defy wants to come and have a look at the freezer. I don't see the need for this as this is a new freezer and the damages were reported at the time of receiving the freezer. Its actually shocking that I have received a damaged freezer which was not checked prior to delivery and passed off as new goods. Game has agreed to change the freezer. I have attached pictures of the damaged freezer.

Thank you

Kind Regards

Akash Sewduth

(cell : [protected]) Tel : [protected]

I bought a washing machine from game - 1800 twin tub

This will be the third time they come out to come fix this spinner last week 2/9
Only on the 9/9 a technician came out without luck he advised that this parts need to be ordered - 2weeks I had to make a phone call just be told that they still waiting for these parts
I had to phone defy 0861003339 job numebr 1167152 just t be told this will only be done next week not my problem when I bought this machine nobody told me there is waiting list for this machine to be fixed

I 1 have small children in the house and this will be the second week that I cannot do washing
This will be the third time they fixing this spinner

I want this machine replaced with a new one I will not wait a week for this to be fixed -

The 5 year warranty stuck on the appliance is not worth the plastic sticker it is printed on. My Defy upright fridge has failed not even halfway through its warranty period. My woes started when even Makro, where I bought the fridge from struggled for several days just to get a call logged with Defy. It took several calls to get a technician out to assess the problem, and of course he did not have spares. Worst is that Defy does not keep the particular spare at all. I have now been waiting for over a month, and after numerous empty promises and lies about a technician coming out, I still have no solution to the faulty fridge. I have taken unpaid leave to wait at home for the technician that never arrived. When you ask to speak to management, they are never available, or their phone just rings. Defy never again!

I bought a brand new double door fridge on Feb this year. It had a funny sound and early this year I started smelling something like flames coming out of it when I checked the freezer stopped working and it had defrosted itself. I called Dion wired to report the problem but the manager I spoke to seemed disinterested and didn't give me time of day. My biggest concern is that I bought this cash and I had just bought groceries for my house meaning everything will go off by tomorrow. Such poor service from Dion wired I'm disgusted by their lack of professionalism and service especially from someone as superior as the manager!

We have had our defy f640 fridge/freezer since 2010. During the last few years the fridge have rusted extremely on the back panel so much so that it's got exposed pipes and insulation on the inside. The holes are between 5 and 10cm in diameter. Surely a product of this coat should have better panelling on the inside especially since you have to store food products on the inside.

I requested a replacement glass front for my single defy oven, an agent called Ashley responded to my website query and I had a quote within a day.
However, he has been unable to send me an invoice despite given him three different email addresses to try. Its been almost two weeks since the quote was given over whatsapp and he just promises to try again. This is poor service, I can't to wait any longer. Please escalate and assist?
Thanks
Evelyn

Good day
Ref no. 1147580

I am a residence at Coral Beach Estate, Winterstrand. I reported a problem to our electricians with our brand new defy stove on the 27th of July. They couldn't fix the problem and they escalated it to defy on the 28th of July. A service member from defy attended to the matter on Tuesday the 30th of July without any success. I had to probe and question the member as to what the problem was and he's said they will Ave to come back on Friday the 2nd of August. I asked why can't they just replace the stove and he said you were out of stock on this particular one.

Friday the 2nd came and went without any communication being delayed to me.
Please understand my frustration of having to eat take aways for 10 days in a row with my whole family. It is not just economically unviable but unhealthy as well.

I saved for just over 2 years to get the fridge of my dreams and was horribly disappointed with my quality product. I have spent the last year googling and paying people to fix this fridge.

The fan in the freezer burned the housing and burned out. R800 later it makes horrible noises.

The water dispenser has not worked properly since I got this appliance. I have to put my finger into the mechanism and pull left for it to dispense water

No one can get these doors straight. I have been trying since I bought this item. For the love of all things quality, the instructions are rubbish and I cannot handle these scew doors anymore.

Your service and South African offices only have telephone numbers and I hate being put on hold numerous times only for the line to go dead.

I am at my worst end. I am ready to start saving for another brand just so that I dont have to look at these scew doors and listen to this motor anymore. I am so very disappointed.

Its so disappointing to be dealing with call centre consultants who do not value the client and understand the clients frustrations. I am frustrated that the stove was not fixed and defy coming up with endless excuses. The stove was faulty from onset but now we are requested to make payments for something that has a guarantee. I spoke to Kabonina Phadziri who is very rude and does not know how to speak to clients. She called and hang up without warning and she speaks over me. I WANT THE STOVE FIXED AND CAN YOU PLEASE TEACH YOUR CONSULTANTS THE VALUE OF DEALING WITH CUSTOMERS. WHAT A DISAPPOINTING SERVICE FROM THE TECHNICIAN AND CALL CENTRE AGENT 😡😡😡😡.

Hi bought a fridge a year ago. Since I received the fridge I have had endless issues with the freezer door not closing causing my inside freezer draws to freeze up. The technician came to me on 4 occassion trying to repair it but on the third attempt he said he will order a new door. That was replaced and yet the same issue. No one from your customer service office has called me back since the 14 June. Sydney or Gordon the manager refuses to call me. Ismail took my call but couldnt do anything.

I want a replacement fridge and a call back.

I am extremely irate as a customer and I will take matters to the consumer protection by the 10 the July if this matter is not resolved.

No threats just Acton. I am giving you this week to remedy my case and I want a callback urgently.

DB Barnard

I purchased a fridge / freezer at Makro Montague Gardens on the 10/12/2016 5 months after the expiry of the warranty my fridge has packed up.

1. Compressor not working.
2. Coil leaking gas inside the fridge.

I had a defy technician look at the unit and he confirmed that it cant be repaired

Details: Defy 363 L COMBI FRDG/ FREEZER.
Model C387

I an so disappointed in the brand. I grew up in a home of Defy appliances, and then purchased many Defy products myself. Depending on how this turns out, I might not be purchasing Defy products further.

Sincerely

I am so angry with the service I received from Defy on the 20 May 2019 I called to tell the 08 number and told them my washing machines spinners water runs out at the bottom I got a reference number 1108140 and was told it will take 3-5 working days including the day I called as I called early on the 23 May 2019 I have not heard anything I then called back and asked to speak to a manager I then spoke to Ismail he asked me to hold and spoke to the senior technician and was told he will be here at 13:00 he came out and I was told it was a rubber he then replaced the rubber and told me that we must not push down the washing on Saturday the 25 May 2019 I decided to do washing and not my washer or my spinner wants to work I then called back and asked to speak to Ismail again and was told Ismail is buzy I gave the agent my details and she then told me that the senoir technician said he needs to get a gear box for the washing machine I then told her that I want a other washing machine because the only thing that was broken was my spinner that was working but leaking no nothing is working. I then called the Monique gardens branch and ask for a Manager there explained the same story again to Morgan gave him my references number and told him I need to get my washing machine he then said his going to speak to the senior technician and call me back now I then asked him will it be with in a hour he then said yes and that was at 08:58 he has not called me back I have been calling back but his not available I spoke to the switch board lady and told her it seems his avoiding me she just giggled and I'm sitting with a warrenty washing machine that's broken and all I'm asking is for a twintub washing machine that is working as soon as possible. I really do hope that I get some sort of feed back as I am extremely angry and disappointed with this horrible service even from management these people do not deserve to be in these positions

My machine has been broken since december. It rotates left only when it is supposed to be washing. My problem is that defy has sent me people to service and they have not fixed my machine. And it's the same people. The last time they came they inspected the machine and said the gears where not working and instead of replacing the gears they put the old gears back in. My machine is still not working. I am so disappointed with defy. I will never buy a defy product again. You send service agents who are unable to fix anything. I will warn all my friends to stay away from defy and I will do the same.

We have to throw some of our food away due to Defy Branch in Cape Town. Last night the fridge stop working and i call them first thing in the morning. I was informed by the call centre that the technician will only come out between 2-3 days. She advice me to take it in to their branch in Cape Town, Montague Gardens.On my arrivel i was informed that the technician was book to go to my house on the 23 April. I book the fridge in with Fahiem the service consultant and he promised me that they will drop a loan fridge during the day. I called them at 12pm they are on their way, and 14H30 and i was informed that the driver told them that he will not make it i must wait until tomorrow. I insisted that they have to drop it today as i have food that needs to go into the fridge which they agree they will deliver it. I called again at 16H05 and there was no answer. I call their customer call centre and i was informed that they are close for the day. On the Defy webpages their business hours 8am - 17H00? I will drop all your draws tomorrow i want my money back.

First contacted on 19-03-2019 to log a call - Ref. 1075935
21-03-2019 Technician visited site and advised part to be ordered
28-03-2019 Follow-up with call-center regarding feedback, spoke to Selina
04-04-2019 Follow-up with call-center again regarding no feedback, spoke to Sibosiso
05-04-2019 Follow up with call-center again as no satisfactory feedback was provided, spoke to Tim
05-04-2019 Spoke to Claudine in Cape Town (021 526 3000), requested to speak to a manager. Spoke to George who promised he will revert before close of business with feedback - No feedback and/or call-back received

This is pathetic and unacceptable service, especially for such a large company
I would not advise anyone to support this company if this is how they do after-sales support

We are an Elderly couple recently retired to live with our son, with Only a Sassa Pension.
We bought a Defy Microwave and Defy Kitchenaire 621, 2- 3 years ago, when we moved into our granny flat with our son. Microwave is rusting inside and peeling off.
Stove we had to replace bottom oven element already, plates are rusting.
We have purchased all of the Defy items over the years and never a problem, until now. We would appreciate a replacement.
Carol Mustard Cell [protected]

On the 26th August 2016 I purchased a defy 8kg top loader washing machine. The reason other than need a washing machine was because I was promised a free holiday. Please see the images attached. I have attached the card with my unique code upon purchase of the washing machine and my proof of purchase. To this day I have not received the promised free getaway if I bought the washing machine. My email address is tayla. [protected]@gmail.com.