Defy Appliances / Defy South Africa
Reviews and Complaints

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

Good day

My Freezer's warranty ends next month and it started giving problems. Defy came and collected it for repairs. Days later it got returned only to find out that i'm still experiencing the same problem which is highly unacceptable. I am beginning to think they tried to fix it in such a way so it is meant to break again just after the warranty expires therefore i am demanding for my appliance to be replaced with a new one seeing that it is still under warranty.

The problem with my freezer is, That it does not freeze my food, neither does it keep the food cold (ice cream turns into water). the iron grid at the back of the freezer only warms up on the one side and the freezer switches off and on. When it came back from repairs nothing changed like it was never repaired in the first place. Still not freezing my food. The only difference is that its not switching off.

On the invoice it states the parts that was used but i am 100% certain nothing was actually replaced otherwise the freezer would be working without any problems. So i demand again that my freezer gets replaced or i will be forced to take Defy to social media and exploit the bad/deceitful service they give to their customers.

Please assist to this urgent matter as my FOOD is going to waist.

Date: 22 October 2016
Job Number: 617420
Reference: [protected]
Person Dealt with: Shawn

Myself and my husband moved into our new home on the 15 October 2016 and found various issues with the stove and oven. The stove plate and extractor fan was not working, the whole oven was loose and the oven knob was missing. The previous tenants had already contacted defy to have these issues fixed and arranged payment aswell. on the 22nd of October, two guys from defy came and fixed the stove plate, the oven door hinges and the extractor fan. they did not bring an oven knob and they said they will be back in the week to bring it. they did not come back and they didn't bother to make any contact with us either. my husband has been back and forth on the phone with defy and spoke to a person by the name of Shawn who said they will only come out if we pay them a call out fee of R450. which my husband refused and said that the job was already paid for and they were just supposed to bring the oven knob. Shawn then eventually agreed and said they will be coming back out to drop the oven knob on Thursday the 10 November. Once again they did not show up and they did not bother to contact us. My husband then called again and left a message for Shawn as he was unavailable. it is now Wednesday the 16th of November and they have still not delivered anything nor have they made any attempt or effort to contact us. we are extremely annoyed and disgusted at this pathetic service. and defy does not seem to be bothered to deliver on their promise because they already received their payment.

Good morning all Defy users..
Be aware of there products and after-sales service.
I replaced my Defy stove and hob on the 3/03/2013 as my old one was starting to give problems after 18 years plus.
As i have been brought up with there product from a young age I decided to replace it with the same good NAME! (Defy)
After 3 months " Dated 16/5/2013 " of installation it started giving problems.
A week or two later i was talking with a friend of mine who was having and still having the same problems.
I called the supplier @ Game clear water whom refered me to Defy SA customer care. I had no joy with Defy's after sales service and then took other action and refused to pay the supplyer Game.
Game then came and deliverd a new stove witch i had to get a electricion to remove the old one and install the new one at my cost!
After 3 months it started to give the same problems as before. Friday 11/11/2016 the stove element bernt and triped my earth leakeg.
To day i have been on the phone and made numerace calls.
My last call now was with Jan Van Syl whome has now referd me to his seinior. I have had no joy with him and has referd me to his senior Hendrick Barnard and his phone duse not get answerd...
Can eany one PLEASE advise me on what steps to take now as am at my end with Defy.
Cold meals from now on!
T Haywood
[protected]
My freaind with same head ache.
G Dixon.
[protected]

You cannot rely on defy
In november 2015 i purchased quite a few household appliances at tafelberg furnishers, parklands and despite my issue with defy they really do go the extra mile for their customers.
 
Amongst these items i purchased a defy ddw171 dishwasher. Every month i clean the outlets in the laundry area so obviously i pull the washing machine and dishwasher forward. Although the unit had been working well i noticed the rear of the machine had started to melt and also found this on the inlet pipe. (I also took photographs as proof) we were smelling some sort of burning smell on occasion, but could never find the source. Just to be clear. None of my laundry items are pushed up against the inlet area as this could compromise flow of water to the said appliance.
 
Tafelberg furnishers followed up on this and spoke to a lady at defy customer care who basically said this could be normal when the machine is operated using the intensive cycle which is a 70 degree cycle. This only tells me defy is aware of this issue and as this being a function on the dishwasher why has it not been resolved if it does this on the intensive cycle? When the defy technician came to my home to inspect the unit his words were " this is not normal. I have never seen this before".
 
I have purchased a different brand which is serving me well and my issue with this whole situation is that defy did not accept responsibility for something on one of their products which is not operating normally...Unless they regard it normal that it "will" do this if the intensive 70 degree cycle is used? does this make any sense?
Apart from this it was also stated that the inlet pipe caused the damage. (See the explanation below supplied by their after sales regional service manager) if so, my geyser is set at 60 degrees. This is colder than the 70 degree cycle and therefore a ridiculous statement.
 
I do not want to gain anything here personally. I just feel that defy is lining their pockets with the profits and are more concerned about sales figures and somewhere along the line they forgot that the consumers/customers got them to where they are today. I do not care that they are trying to "sweep" my issue under the rug, but what about the units already sold? Maybe it is a bad batch? Maybe they work fine and as the intensive cycle uses more water and power many may use the more economical cycle and this may only happen way down the line. This may just lead to serious damage or at worst cause your home to burn down.
 
Below statement was made by theunis veldschoen (Defy after sales regional service manager) :
"this is a ddw171, where the machine was pushed too close to the wall, causing the inlet pipe to touch the back of the machine. During the hot water cycle, the heat generated from the water in the inlet pipe, caused the back insulation to be melted. This melted area is confined to the area where the pipe touched the back section of the machine."
I don't know who mr jason crowther is, but he too was copied in on this mail where this ridiculous explanation was given.
I also purchased a second entry level defy fridge a while back. After receiving 3 different ones with defects and damage noticed after the delivery guys unboxed it and sent straight back i eventually purchased a different brand (A unit in the same price range) and the quality on this made the defy product look pathetic.
 
Defy...Your slogan is "you can rely on defy".
Rely on you for what? Disregarding an obvious fire hazard by uttering idiotic excuses. Recall these dishwashers, place a public notice to recall these models and put your customers first. After all...Don't you value your customers? Maybe you, defy, only value the money they spend and have little to regard as to distributing an item which is an obvious hazard. If you are a customer who purchsed a defy ddw171 dishwasher do not stand by whilst your money is taken whilst your safety is at risk.

All of the above has been posted on another complaints related media and i have also taken this to the newspaper and defy has not even had the decency and professionalism to supply feedback to the reporter. This is simply proof that they are shying away from their responsibility to their valued customers and if this is how they feel about us, the consumer, why do we support them? Yes, they have affordable products, but save up for another month and get a brand that can be trusted.

I bought this oven from Game N1 City 18 May 2016, delivery and Installation was on the 20 May 2016. I discovered after installation that the Door was hanging and not closing properly, the glass had flaws in the inner liner and there was n big enamel chipped on the inner liner. The gas hob was sealed with prestik because their was no rubber in the box. I complained at Game N1 City and they said this will be sorted out by Defy Montagu Gardens - Game phoned Defy to send a technician and the technician came out on the 24 May 2016. I told the technician I AM NOT PAYING R13 000 for a NEW oven to be fixed I want this stove to be replaced, I was insured that Defy will replace my oven until Defy replace the oven. I have tried phoning Defy for days on the 21 June 2016 I spoke to Alwieda left a message for Simone to phone me back 11:45 am - that same day 2:30pm I was put on hold for 20 minutes - I phoned again 3pm, I spoke to Heather - Simone Crowthers PA, She transferred me to Simone directly and could not believe that I was still struggling to solve this problem. Simone told me, that she is doing a report straight away and that Simon Crowther will contact me the next day to solve this problem - Defy will replace my oven after Simon receive the Report. - Today is 24 Days later - 13 July 2016- I have tried to phone Defy from 8:45 - you hold and hold, the the switch board operator transfer you - and then you get cut off. I am VERY VERY UPSET - Because R13 000 is not yoke to pay for something that does not work 100% - This oven is n DUTT - The top element is not working, I you back something like fishcakes - the top is soggy and the bottom is baked brown - If this oven are not replaced in the next 5 days - I want my money back - and the installation money I was also ripped off with R1900- because I needed a GAS certificate by law-STILL WAITING FOR THE INSPECTOR - I will NEVER IM MY LIFE tell people to by DEFY products, because you ALWAYS have problems with Defy products - AND THEIR IS NO SERVICE

Good day,
I bought a stove at game Cape Gate in Cape Town, I got great service from Mr Redman but the Appliances was not great of quality, first of all the stove was full of scratches, I also bought a fridge KIC brand n that fridge made a funny loud sound, so Game replaced the stove n I saw that the defy water dispenser fridge was on sale so we paid a difference to get the defy fridge, I always believe in defy but now I have a water dispenser fridge that I can't use for more then two weeks cause the water dispenser is faulty no has came out to fix the problem on to replace the fitting witch still leaks. the glass door of my stove moved up n they replaced the do but with a door that has scratches on.I wanna buy a dish washer n a tumble dryer but after this experience how can I trust the appliances I buy will be 100%, I trust in defy my grill, microwave my washing machine is defy n I buy all my appliances cash if defy can't give me the services n quality I always believed in I'm taking my money some where else. I have been having problems for almost two months now.if my appliances is not going to replaced then I am taking all my appliances back to game and I don't want a voucher I want all my money to be reverse back into my account cause I bought all my appliances cash.

A technician Ronald called me from a private number(thus I could not contact him to say his email address 'ronald.[protected]@defy.co.za' returns as undeliverable...I sent three pics of the rusted fridge... Previous communication: Defy Defy Contacts & Informations Posted: 2015-10-19 by Natalie Christians Freezer/Fridge double door Complaint Rating: 0% 0 Contact information: 4 Azalia street Malmesbury, South Africa F640...W1005mm/H1840mm/D620mm...Partnr 2561256 Purchase year: 2010 Good day...The fridge is terribly rusted inside at the back panel...it is flaking and making rust dust on my foodstuffs...this started to happen two years ago...and I just thought to leave it as is...just thought it is poor brand...until a friend of mine said but this is not suppose to happen I should bring it under Defy attention...I am very disappointed in this product...My previous fridges(other brands) I had for years and I never experienced this problem...I would like to have feedback regarding this and if it is just a defect product... Disgruntled Customer Natalie Christians adrian.[protected]@pioneerfoods.co.za [protected]/[protected]

F640... W1005mm/h1840mm/d620mm... Partnr 2561256 purchase year: 2010 good day... The fridge is terribly rusted inside at the back panel... It is flaking and making rust dust on my foodstuffs... This started to happen two years ago... And I just thought to leave it as is... Just thought it is poor brand... Until a friend of mine said but this is not suppose to happen I should bring it under defy attention... I am very disappointed in this product... My previous fridges (Other brands) I had for years and I never experienced this problem... I would like to have feedback regarding this and if it is just a defect product... Disgruntled customer natalie christians adrian. [protected]@pioneerfoods.Co. Za [protected]/[protected]

I am extremely unhappy with the after sales service received by Defy. We bought a number of Defy appliances last year for our kitchen, one being the silent drive washing machine. Just over a year later, this machine has ceased. We are now on our fourth week and still the technicians have not fixed it, after promising us that the parts would be here in 10 days. We have to continually phone Defy for some answers as no one at Defy has the decency to contact us with developments. A technician is supposed to come today but we are still waiting for a phone call. What type of service is this?

I had chosen a model of Defy Fridge and arranged payment in three payments. On the day I had paid in R3000.00 and suggested a further 2 payments of R1500.00 each but had actually paid on the second payment R2300.00 which leaves a current balance of R700.00 which I was planning to pay in today and take away the fridge however when I called the store to arrange the collection I was told by the manager that they do not have that specific model anymore as this unit was reduced and has been sold off. UNFORTUNATELY the salesman who did the deal was off sick and has stipulated the fridge was to be collected by the 15/03/15. So now my only option is to choose a smaller model or a bigger model if bigger than at an additional cost of R1500.00.
I NOW HAVE THE PROBLEM WHER I CANNOT LOCATE THE 2 RECEIPTS OF PAYMENTS ALREADY MADE IN ORDER TO RECEIVE A CASH REFUND...SURELY THE STORE KEEPS THE DUPLICATE DOCUMENTS AND CAN VERIFY AND REFUND ME...THIS INCOMPETANCE HAS NOW LEFT ME WITH THE SITUATION OF NOT GETTING WHAT I PAID FOR AND STARTING THE PROCESS ALL OVER AGAIN WITH ANOTHER STORE. THIS WAS MY FIRST DEAL WITH BRADLOWS AND WILL DEFINITELY BE MY LAST WHICH WILL BE COMMUNICATED TO FAMILY AND FREINDS AS WELL...PLEASE SUGGEST A WAY FORWARD REGARDING MISLAID RECEIPTS SO I CAN GET MY CASH BACK.

Defy fridge needed a circuit board and ice maker unit, we had to blow a fuse in order to get the circuit board as the fridge does not work without it.That was in november 2013 which was told that the ice maker unit will be ordered it is now end of january 2014 and still no part has arrived from durban.We could have fed ex a part from germany by now, and would have been here already.Defy has no care attitude for after sales services.The slogan you can rely on defy is bull.Please do not think of buying a defy product as after sales is bad very bad.

I purchase a NEW Defy double door unit in February 2014. Round about September 2014 the deep freeze side did not freeze properly. A Defy Service technicain was sent out and he confirmed that there is a internal leak. The fridge was taken back and a supposedly new fridge again was deilivered. Unfortanately, the fridge side of the unit did not get up to temparature. Temperature inside fridge was taken every day and it ranged between 9 - 12 degrees. Again a service call was lodged and the same guy came over in October 2014 and after he filled it with gas gave a report and left. Again a NEW UNIT with no gas. The temperature then came down and after a month it started to go up again. The panel at the back of the fridge was also condensating and freezing up. The beginning of 2015 a service call was made again.and he came out again. This time he did not fill the fridge with gas as i said that i had enough. this unit is going back and i want a new unit. After numerous phone calls, explaining my frustration my and every time a unit gets delivered, my food has to stand outdside for 7 hours for the new unit to get to temperature before i can pack the goods back. Again a new fridge was to be delivered and Defy in Springfield, Durban, promised and confirmed that every time it is a new unit that gets delivered. Well, the 3rd unit was going to get delivered from Game, Richards Bay and they, Game, actually phoned me and said the unit was dented . See photos attached. So defy send a new fridge directly from durban on friday 16 January 2015. This is not a new unit. The deep freeze compartment at the back was repaired and was not even prepaired properly. See photos attached. I have opened a can of worms within Defy where they lie and instead of giving you a new fridge back give you other peoples repaired fridges back If my unit was over the guarantee period and they repaired my unit, i would pay for it. When it falls within the gaurantee period they must either give you a new unit back depending on the time when the fridge was bought. In this case it was 8 months into the gaurantee. I believe the period is 2 years. I insisted on a new unit and this was promised. I specifically told them i do not want a repaired fridge as it was a NEW fridge 10 months ago. If it was 2 years old, it is a total diferent story. Defy is not worth the name anymore, they must change their name because it is not the same. They do not compensate for your time and the food that you have lost. They suggested to give me a voucher to buy another unit. Why should i go through that. This unit is not for sale at the same price anymore and i will never get the same size fridge from any other make for the price that i paid nearly a year ago. Please look at the photos attached. I do not think that i am wrong in saying that they give you other peoples repaired bad fridges back. I have proof of it. I am also going to send this to Carte Blance. This is very bad customer service from DEfy and i as a consumer have my rights.

On 18 April 2013 I went to Furniture City, Witbank to buy the normal Microwave oven and was advised by sales person by the name of Rose that they had a special on the Defy 34L microwave with grill for a more reasonable price than what I was willing to pay. But there was no stock available and because the promotion started on same day she said they should receive stock the following day and promised to call when stock arrives. After phoning numerous times and getting only empty promises I decided to go back to the store on 23 April 2013 to follow up with the manager by name of Bronwyn Brown, who said she will contact the warehouse immediately and then contact me with feedback about when stock should arrive, after hearing absolutely nothing from her I went back yet again today, 27 April 2013, where the salesperson Themba said they don't have stock whatsoever and after phoning Bronwyn the salesperson informed us her advise is to take the Demo unit on the floor for the full price of the product, which we accept unknowingly that the product was faulty. I am sick and tired of empty promises and very poor service if you can call it service. I also bought a bed from the store and had the same issue with stock, this is RIDICULOUS! I want this problem resolved, what happened to customer service?

The paint on the inside of my fridge is coming off . We bought the fridge in september 2009 and is still brand new. This is unacceptable. Is there anything you can do for me?

I have a Defy fridge which I bought 3 years ago, In August 2009 the fridge section started not cooling, while the freezer section was working ok. On 6 August 2009 I logged a call with Defy Apliances to have a technician come and adress the problem:(Fridge part not getting cold). The techician attended to the problem and charged R16.52 (for new Drier) + R3210 ( for gas) + 348.13 (Labour) on 6 August 2009. All in all I paid R655.10 (Job Card No.597362). The fridge was functioning for about 2 months and the same problem started again. I called Defy again as this was still within the 3 months guarantee of the repairs done. I was given a refference number 1321611 for the call. I had indicated to the call center person that I need to get a loan fridge when they pick-up my fridge as my fridge was full of meat in the freezer section which is working fine. I was told that the Service Manager will call me to arrange to pick up the fridge, and the issue of the loan fridge. I have been waiting for feedback since.

This is most dissapointing because I paid R655.10 for repairs which only lasted me 2 months, and despite my communication to have the fridge fixed again, I have been ignored!