Defy Appliances / Defy South Africa
Reviews and Complaints

The service I experienced at your spares department is the worst ever. Telephone are not answered and so I had to drive from pretoria to find out if my part had arrived.
After tens of an-answered calls and six trips over a period of 3 months I received my part. Something must be done about your customer service. If you don't want to deal with the public, then make it known.

Good Day

I placed an order for my Defy Automaid 600 DAW 317in November 2018 with a sales agent at your Cape Town Head Office. I was told the parts would be ready mid January 2019. I called to enquirer about the progress and delay and got no response. Each time I call I either get out on hold for more than 20 minutes or the agent says someone will call me back but no one calls back.
I do not like complaining but I'm at my wits end as there has been NO communication regarding this matter.
Defy is meant to be a leading Appliance Brand but the customer service delivery indicates otherwise.

I bought a defy twintub washing in February of 2018, the spinner motor stopped working in October of the same year.I then phoned the dealer to log a complaint to defy because the machine was still under guarantee. I waited a full month after phoning defy directly to see if there are any records of the complaint that was logged, and it was so .The consultant told me at the time that I will receive a call from the techician to set up a day when I am available for him to come assess the damage.I waited another 2 weeks but no one called.I then phoned again and again the same story.Eventually the technician arrived to assess the damage ( 15/01/2019)and told me he will b back on the 18/01/2019 to fit the parts needed (it was the spinner motor).The 18th January nobody pitched.I then contacted defy on the 22nd January 2018. The consultant I spoke said I need to have patience because they are out of stock of the part needed.I then phoned defy Milnerton parts department and they said there is stock of the part that was needed.I then phoned back to defy claims department (spoke to a other consultant )told her the whole story and now they are coming tomorrow to sort the machine out .How pathetic defy has become ...will not buy a defy product ever again...after sales sucks.

Good day

I trust that you are well.

I am very disappointed in defy, I am brand loyal and all my appliances in my kitchen are defy. When I moved in our offplan home in november 2017, we moved with a brand new defy stove & in may 2018 was the first problem & 4 problems thereafter where the technician had to come in to fix. I have told the technician that this stove is a manufactory fault & he said defy won't exchange has 30 days is gone & that I must contain the store I purchased it from. I have did that & there response is that "as long as it's working we will not exchange". It is very frustrating that we have to call in a technician each & everytime. Same with out fridge, we sent with 4 times to get fix and it comes back working then packs up again. Your products are not the same as years ago and I am highly disappointed with your service when it comes to my stove!

Regards
Natasha le cordier
[protected]

Purchase date: 17/11/2018 - Macro Vaal
Invoice Ref No: [protected]
AC Split unit - AH12H3

My Phone number: [protected]

The unit was bought from Macro vaal.
I am qualified electrician and due to my experience and practical experience on
electrical systems, repair and installation of air conditioning units including ammonia systems I felt confident to install the unit by myself.

After installation the unit was running perfect with no problems at all.
Ten minutes later the unit shut down and everything was dead. The display only indicate 88. This error code do not exist. After faultfinding I could pinpoint that the control PC Board is faulty.

I logged a complaint by defy. REF No: 1003995. The very first question they asked if I have installed the unit. Fair enough, but this has nothing to do with a faulty control PC Board.

After numerous phone calls I agreed that defy must send their authorized installer to come and do inspection on the installation of the unit as well as if their is any issues done wrong with the installation and what could be the problem with the installation if any and the unit.

Servisure was send out. I paid R 400 (invoice no 12814) for them to come and do inspection and to also do fault finding. They confirmed that their was nothing wrong with the installation and everything was done to the book. They also confirmed that the control PC Board is faulty.

This left me with a problem. No one is willing to help. Numerous phone calls to defy, all they have in mind is that I installed the unit and this is their escape door. There is basically nothing I can do wrong to damage the control board. The unit come standard with a 3 point plug wired in. I wonder who must do the electrical installation for the plug point ?

All I want is for Defy to send me replacement Control PC board and I will install it by myself.

Thank You

I bought a oven and hob set last year on the 25 of November. This year in July or August I experience problem. I went to Makro where I bought the set. They told me they will send a technician. He did come but within two days the stove was malfunctioning again. I have been to Makro reporting the same faulty 4 times now. Last time I went there it was 17 Dec 2018. Till today no one has come to look at my stove. Its christmas time I won't be able to cook dinner for my family. Its either you refund or replace the oven and hob set. This is fastruating.

Hi

My mum bought a fridge from house and home. Defy Dac 612. The demo was on the shop floor. After much deliberation she settled to buy this particular spec in light of the fact that it suited her needs. This was on Saturday 22 December. Delivery was to take place on Sunday anytime. The fridge arrived at 17h15 on Sunday evening after a whole day of waiting. She was unable to finalize her Christmas shopping due to the delivery time. The delivery men opeed the packaging and she checked the fridge only to find that the fridge was not what she saw on the shop floor. The freezer had a glass shelf instead of a drawer. The spec on the shop floor had 3 drawers, the first and second was the same and the last drawer was smaller.
We called the salesman from House and home and he said that he was unaware that the spec changed. He only at this point checked all the other stock to find that the fridge now has a glass shelf and not an drawer. What you see and pay for is not what you get.

He called the sales rep from defy who was extremely rude saying that this is how the fridge is and if the customer does not want it he will refund it in full. The fridge must be collected unused on 24 December 2018. My mum is furious. It is 1 day before Christmas and what must she do. This is not what she saw and certainly not what she ordered. Further more the sales rep from defy only has one solution which is a refund on Christmas Eve. At this time of the year what must my mum do for a fridge. Go shopping for a new fridge or buy food to put into the fridge. Furthermore it is Christmas Eve. This is literally the worst customer service ever. She has guests at home and instead of enjoying and relaxing she has to deal with this drama. No fridge over Christmas because Defy and House and Home failed to delivery the correct information to her.

I am certainly not sure why you have sales reps that do not do their jobs and deliver such patetic customer services.

Defy has literally ruined Christmas for a 62 year old lady. She has been saving to buy this fridge and you have completely ruined this experience, for both the enjoyment of spending her hard earned money and Christmas.

Very very disappointed customer.

The fridge will be gone tomorrow and this is basically all that can be offered at this time of the year.

Oh and one last thing, apparently the shelf was put in according to the sales rep for an ice cube tray...hahaha. Defy has gone backwards to reality. If someone wanted to make that much ice cubes they would buy an ice cube maker and not buy an entire fridge freezer to make ice cubes. The space allocated for this is ridiculous.

Tomorrow my mum must make her way back to house and home to get her refund before she can buy another fridge, this was a cash sale.

A very very upset and annoyed customer

Darashini

I called House and Home where I bought the Defy fridge and they said that Defy will be in contact with me to schedule a date to come and fix the fridge. Defy came to my house without letting me know they are here and just drove off. I called after a while and they said they will come back the next day. Nothing has happened yet and it's been more than a month. I have been calling House and Home several times and even went to House and Home to speak to the manager and they tolled me that Defy will be in contact with me. Same story over and over. I have lost a lot of food due to this problem. I can't buy groceries and I have my little brother over for the school holidays and I don't have food in my house.

Hi. Put in a request for a technician to sort out my Defy 731 multifunction thermofan stove during the week of 10 Dec 2018. Been following up since 18 Dec 2018 and was advised technician would come out 19 Dec 2018. Today is 21 Dec 2018 and each time i have called on a daily basis was told someone would get back to me. Still no show. Was advised today technician is on leave. Why couldnt i have been told this from day one? Appalling service. Now its festive season. Where do i find someone at this late stage to repair the stove so that a christmas dinner can be prepared? Really disappointed. And to think i have just purchased a Defy fridge as well! Should have chosen a brand with better back up service. Well lets now wait and she what happens next. Will this complaint also take 10 days to resolve or will the technician pitch before the year is up.

I bought my fridge in Feb 2018 and in October 2018 it gave an error, the fridge was not colling and frizzer was as good as a fridge. The technician came in and fixed what ever was the problem now on the 15th December 2018 the fridge is giving the same error with the same problem. I had to throw food out with is an unnecessary waist of money. Truth be told Defy has made me loose hope on local brands, I wish I had done some research before I bought one as all the reviews on Hello Peter and Facebook are bad.

We bought a double door fridge and was delivered yesterday afternoon

It is brand new and we already have 2 problems on the fridge

1 - the 1 door is slightly higher than the other door, so can clearly notice it from a distance, and the one door is more to the front than the other.

2 - (major problem) the door handle is being pulled from the door every time we open the door.

Regards

Johan

Dear Sir/madam

Appalling SERVICE from Cape Town. Waiting 7 weeks to replace faulty Fridge DAC 423 sold and same day leaking water. Replacing it hopefully with a working fridge. No return calls during this time. Only after many from my Cellphone and having to hold on everytime.
People started to avoid and refused to answer my calls because I have been waiting for a replacement since I bought this one on 18 October 2018.

The person delivering the replacement NEVER called to advise of the time of delivery and my wife and I had cleaned the defective brand new fridge and keep our frozen foods in cooler box since 07:00 this morning. When I got hold of Mr Leon Diedericks, he was supposedly unaware of my long delayed service of waiting, but he did not care or showed the courtesy of advising when delivery would be done. Only after I phoned him on [protected] at 14:42, did he advise me that he would be delivering it between 17:00 and 18:00, today, 4 DECEMBER 2018.

Hereafter, I tried to contact the Manager, Mr Christopher Tomlinson, at [protected] from 14:41 eight (8) times before requesting the Receptionist to give him a message. Again he avoided responding and I had again at 16:35 to make a call to the receptionist, who advised that she did give him my earlier message, that he did not call me back. Only here after did he call me, but he made as if he did not know why I asked him to give me a call. How bad can it get, as he said thjat it was just one of those days (an excuse?). This is the most pathetic and appalling service I have EVER experienced

André Mitchell
Nat Dipl Public Admin (Pret Tech), BA (Unisa), Advanced Dipl in Public Admin (UP),
Master of Public Administration (UP)
[protected]

Good morning. I am so incredibly frustrated. I have bought a Defy fridge from Game in Bethlehem on 31 October 2018. My water dispenser leaks terribly and therefore I cannot use it. I have complained to Game who said that a Defy Rep would contact me within 24 hours - it is now 2 weeks down the line.

I have phoned them to follow-up, but Diamond who has been kindly assisting me was not available but Palesa promised to give him the message and to follow up with me. Still haven't heard from them.

The reason I chose this particular fridge (425 L Order number 513G156171311018143256) is for the water dispenser. My customer number is P35915788 and it was Delivery no G156

Could you please assist me. I would love to use the dispenser which now cannot be filled as all the water leaks out.

Thank you so much

I am very dissatisfied with the product and service I have received. I purchase the a Defy. I purchased their C455 fridge on the 3/11/2018 at Makro Carnival mall and at first is was working. A week ago my husband realised that the fridge wasnt getting cold so we tried to use the temprature button but nothing changed. My fridge is beginning to smell. we contacted the defy department and received a ref. 1004043. I phoned this morning to find out what time the technician would be coming through and not only was the customer consultant rude she said that I am not allowed to phone him and she doesnt know when he will be coming through.I asked to speak to the manager and Thando was just as rude. It is now 16h00 and still I have not received a call from the guys who is supposed to fix my fridge. I am furious and Defy doesnt care.

Re: defy Double Door Fridge (purchased 2010)

Hi Madam/Sir

I had the thermostat replaced on my Defy Fridge on 29th May 2018. Immediately, the fridge started over-freezing, even on the lowest setting. I called the Technician back. he arrived about 2 days later and changed some setting, and it seemed fine although it seemed to work a lot colder even on the lowest setting. in the last month, I have noticed that it is over-freezing again. Now it is out of control. we have to, at times, leave the fridge door open, just to thaw out a little.

I realise that you have a 3 months warranty on parts, but my disagreement is that this part seemed to be problematic from day one.

I have used defy for the past 30 years and some of my equipment is still running up to today with no repairs so far.

Thanks
Nathan Reddy
[protected]

I logged a call and was given ref 988036 2 weeks ago. I bought a fridge last year august and the water dispenser lever is broken. I was promised that some technician called David will call me which NEVER happened till I called him myself. He then told me that he was in Midrand and will come to my house after Midrand and my guess is he is crawling from there to Pretoria. Needless to say I called the customer service again for the whole 2 weeks and I have been given the run around. I spoke to Ishmael who promised to call on Monday 05.11.2018 and NEVER received that call till to day when I called him he continues telling me lies that David called me and explained the situation to me. I am extremely disappointed and REGRET EVER buying your products, i'm just praying that my washing machine does not give me problems because I will suffer. Service is pathetic and useless

We brought a slimline 600mse oven and stove combo 2 electrical and 2 gas plates
after a few cleaning of the stove the numbers is gone its struggle to get to the wright settings on the appliance Is there anything we can use to make it more helpful for us.As we can ask our visitors to make use of the stove for ther own safety sack . We brought the stove 2 years ago at mackro Ottery Cape Town

I would like to share my frustration and unbelievably poor service experienced from this company. I am a service provider that relies on parts supplied by name brands like Defy to keep my business and clients happy. I am now fedup with Defy's poor service and the fact that you can NEVER get through on their contact numbers. They always have the excuse (if you are lucky enough to get through) that the lines are busy. Then they advise that someone will call you back. THEY NEVER DO! This is absolutely pathetic! They have been bought over by a Turkish company a few years back pushing money down the drain because service levels are now even worse than before when they were situated in Pretoria West.

They have no working system when it comes to telephones nor when you order parts they never arrive. I have ordered parts from Defy 2 months ago and eventually bought the parts at local suppliers as Defy did not have stock or even now. No one has even called to say my order has arrived.

I am at this point spreading the word to all my clients how poor the quality on their appliances are and also the non existent service level that they offer to clients and repair agents. Absolutely pathetic.

I am not even sure if anyone will ever read or reply on this complaint to try and resolve this matter.

Tumble dryer is just over a year old, still making a noise after it has been fixed twice. First time replceing the door rubber, second repair replacing the belt nou the bearing sound like it is totally broken. Been complaining about noise from the beginning but each time the technician repair something but not solving the problem. Very disappointed in the tumble dryer. Wil never recommend it to anyone.

We have recently moved into a newly built home and was fitted with a Defy slimline 600E stove. I have queried with the building contractor why two of the plates turn white after a period of not even two months thinking it was because when they came to do some maintenance work they might have messed on the plates. Their reply was that it is not because of something they did but because of a poor quality product. I need somebody from Defy to please come and see me to get their opinion as well as I intend to take the matter further and I first want to get all my facts straight. My contact number is [protected] and at home [protected]. Can you please come back to me urgently in this regard. [protected]@gmail.com / work number [protected]

Hennie van Dyk..79B Diaz extention Road, Parsons Vlei, Port Elizabeth.