Defy Appliances / Defy South Africa
Reviews and Complaints

I lodged a complaint with Defy on the 2 October 2018 with Ref no. 979274 regarding my fridge that was first reported in July 2018. I have reported this fridge more than 5 times and the technician can't fix the problem of leaking water dispenser. On the 8th October, I was told that the technician will be coming on the 9th and the 9th morning, I was also informed that the technician is going so I left my work early to wait for technician at home and he never came. The latest reference number for the job is 979274. You are kindly requested to fix the fridge. Please when you make an appointment to come fix the fridge, let it be the day because some of ours have to leave work and wait for your technician and the boring thing is that, if you decided not to come, you are not informing a client.

Hi

It has been 3 months not i logged a complaint on [protected].
my fridge has a issue where it builds up ice the technician came out and he said that I need to set my fridge on 1 and not on 3 even thou the manual said three.
they then said they will replace my freezer draws that broke due to the ice build up he dropped the draws and when i cleant the fridge and wanted to fit the draw I saw it doesn't fit now im sitting with a freezer with no draws i have been calling customer service almost every week they put me on hold and say that people will contact me I called them now and they told me the ticket is closed but im still sitting with the draws that are the incorrect size and a freezer with no draws

your service is very slow and your staff are very unhelpful all they do is waste my airtime.

I need this to be fixed urgently please

Hi,

Initial call was logged with Ref: 974148. Technician came out, replaced Thermostat.

Monitored fridge and freezer and unit is still freezing. Logged second call with Ref: 977388. It's been a week and no one has contacted me.

To date I have to throw out food that was bought either the day before or 2 days before which is now additional expense to me.

I have checked this model on the Defy website and it states that it is an auto-defrost. There is also a sticker on the inside of the unit that states it is auto defrost.

I need this resolved urgently.

My contact number is +[protected]

On 18 September 2018 Defy technician Quintinpitched at my house without an appointment, following my request for a service call for my Defy fridge Model DFC384. He charged me R455, 00 for what he described as a standard "call out" fee. I paid him cash and made a copy of the tax invoice because he refused to give me the customer copy. (Job Card C750339). He did not test or repair anything and stated that he has to order the parts and will do the repairs the next week. Never heard from him again and I cannot get through on his cellphone number. Subsequently I had to purchase a new fridge otherwise all my food would have rotten by now. I cannot get through to Defy South Africa telephonically, have been holding for 40 minutes already. Gerda Grundlingh, [protected]

Ref 964000
Han lots of problems with washing machine. Approval has being granted to replace machine.
Danny Diale Sales manager at Pta branch only notified me that he got no stock. Send him numerous emails without any reply. I am now without a machine from 12 Sept. He could at least borrowed me a machine for the time. It is costing me money at a laundro mat to wash my clothes every week.
This is totally unacceptable.
The branch in Pta is moving to Midrand and I can reach anybody.
Please I need your urgent intervention regarding my machine
Regards Mr. Botha
Cel: [protected]

The glass on top of the defy extractor exploded into many pieces spontaneously.the product was functional amd worked well.but in the morning in question when we used it it exploded and Injured myself.the glass was attached to the top of the extractor and while i was cooking it just exoloded into many pieces t his is a serious complaont.i could of been seriously Injured!

I recently bought a Defy DCB013 hob and oven (600SE).

I am appalled by the poor quality of the product.

On the hob itself, the stove plates turned from a shiny silver on the first day of use to a dull copper colour.

The eye level oven did not come with an oven plate so all splatter in the oven falls straight onto the element.

On day two of using the oven, the oven tray itself broke and the oven knob came off in my hand.

I have always used Defy products in the past but am so disappointed with this stove and oven that I will never buy a Defy product again.

I demand that Defy takes responsibility for this hob and oven and replaces it with a product of high quality. I AM NOT taking it back to the supplier, Defy can remove it and replace it. I have had to endure looking at this tattty second grade stove for a month now and I am not going to be inconvenienced by having to take it to the supplier and being stuck without a stove at all.

I do not want copper looking stove plates, I do not want a broken oven rack, I do not want an oven without an oven rack.

To sumarise, I want Defy to take responsibility for your product and replace it at my house which has just had a brand new custom made kitchen installed and the stove and oven which should take centre-stage are an embarrassment to me and a topic of conversation when my friends comment on this low grade hob and oven.

I look forward to your prompt response.

Mrs Van Haght
[protected]

Good day, In October 2015 I purchased a washing machine from Makro Springfield . In January 2016 the machine started defaulting, at times it wouldnt wash and then sometimes it wouldnt spin. I contacted Makro who sent out a technician and they said we need a the electronic board, as that was defective . I waited 2 weeks and they didnt have stock of the board and I was given another machine because I refused to wait another month for the part for a machine that was 3 months old. It is now doing the exact same defaults and I contacted DEFY and they said that there is no warranty on the machine - which I understand .
However my question is:
a) Is DEFY so unreliable now that machines are made to last 1 year ?
b) Is this a ploy to make money from us that as soon as this goes out of warranty this fails ?
c) Was this not a defective batch of machines that has a problem with the electronic boards ?
d) Why do i need to pay as if this a factory defect, am I going to pay for these electronic boards every year or two?
e) Can I have a way forward as my whole house has defy products as I have a believe of quality and not quantity.
f) What is the way forward ?

1) in 2015 I purchased a "defy condensor tumble dryer"
2) at the time I was mislead in taking out an "extended warranty policy" no: 01/121394. End date: 8/9/2020.
3) at the beginning of august 2018. My dryer stopped drying. It turned and heated but didn't dry.
4) that sunday I went in to makro, spoke to xolani, in large appliances. He took a photo of my policy and said he would get his manager to e-mail the people responsible for the repairs.
5) I waited a few days without anyone contacting me so I phoned xolani, who put me through to "patricia", who was going to submit another e-mail to the repairers.
6) I was patiently waiting for someone to contact me but eventually had to contact makro, germiston again. They then came back to me with a date that the technician would come out. Please bare in mind that I do work and only have a helper on a thursday.
7) the day the technician was to come and assess the fault, it was around 15:00 when I followed up to find out where he was. Patricia at makro advised that she had communicated with the repairers and they were on the way and would be at my home within a few minutes, as they had been delayed.
8) it wasn't even 10mins later that the technician, his name is "young", phoned me to ask whether he could change the appointment to the following day. (bearing in mind that he was supposed to have already been on his way).
9) because I told him, I would not accept it, he came. Removed some fluff from the back, at the bottom "and told me that was blocking the pipe going to the condenser tray and so wasn't drying.
10) he didn't wait to see if it was working and left. I put some wet washing in and there was no difference. It came out wet at the end of the cycle.
11) he had left his number so I phoned him and he returned the following day. This time he said it was the element. I'm no technician but when something heats, surely the element is working!
12) told me he would try and get it from defy and it would take a few days. I was tired of waiting, I once again phoned makro and told them i'm not allowing"young"back as I had no confidence in his ability.
13) by then, a few weeks had passed, since I first lodged my complaint and still no repair.
14) I was so angry that I went into makro, germiston and refused to leave until someone had assisted me. A gentleman by the name, of vikesh, contacted ignatia at makro's headoffice.
15) another technician, nkosi, came to replace my element. I was really outraged that my time was once again, being wasted. As expected, tumble dryer still not operating.
16) subsequently was advised that it could be the sensor and technician would come out and replace.
Still waiting!
17) it's now a month later and I still do not have a tumble dryer. I have contacted ignatia who promised to phone me back yesterday afternoon. Now a day later and still no contact.

I have noticed you're very quick in selling"extended warranty policies" and accepting my money, but definitely slow in keeping to your agreement.

Please note: I am not accepting any further technicians playing with my dryer and now expect someone to contact me with reagards to a full refund.

The service is a very, very poor reflection on makro, mutual and federal and defy.

Good day

We bought a fridge on Friday, 24 August 2018 (which was R9999) at Game Gateway Durban and was it delivered on Saturday 25 August 2018.

Great.. We followed the instructions that was giving to us on how to start up the fridge etc. not just from the booklet but as well as from the people at the store. On Sunday, 26 August 2018 the fridge was not cooling and did we phone to have someone help us. All that was said was we will need to wait till today (27 August 2018) for the tech to come out.

After phoning we were advised that you needed a copy of the slip for the tech to come out (Why did no one tell us this when we phoned yo complain that the fridge is not cooling?) but okay, done that. After a couple of hours we phoned again as no tech was here yet. So now we have been informed it takes 2 to 3 days for the tech to come (AGAIN WHY DID NO ONE INFORM US WHEN WE PHONED). In the meantime the meat etc we bought Saturday is going off and that is just fine? When u buy a fridge you expect it to work! This is unacceptable.

Either we get a new fridge (in working condition) or you make sure the tech comes asap as this fridge is blowing hot air now.

We can be contacted on [protected] or [protected].

We have had a Defy gas stove DGS152 for almost 10 years. About three years ago, the oven door started giving us problems, in that it became difficult to open or close. While using the oven one day, upon opening it, the glass on the outside completely shattered. We contacted our local defy, a technician came out, he advised that the glass could be replaced. We were prepared to replace it and paid R2500.00 to have it repaired, where not only the glass was replaced, but the entire oven door. Not even a year later, and to our dismay, the same thing happens. After logging a fault once again, we are told to follow the same route as before. We refuse to replace the oven door in less than a year as we have no guarantee that this will not happen again. Has there been any other complaints with this particular model especially with the oven door? We were fortunate that our kids were no where near the kitchen each time this happened as I shudder to think of what could have been. We enquired about trade in's at Defy, but were told that this cannot be done. What other options do we have, as we refuse to fix the door for fear this could happen again.

Please be advised of my complaint for action by yourselves with immediate effect.
My mom got a microwave not long ago as a gift.
It's a defy.

The entire area under the glass plate started rusting terribly.
It has gone so bad that it does not even turn at all anymore.

I want this replaced for new one please because this not only unacceptable but dangerous to have rust inside a microwave.
This is clearly inferior manufacturing and this cannot be at the expense of the client.

You can contact me asap tomorrow to inform me of the way forward rather urgently.

Anjeanette Brink
[protected]

I bought a Defy fridge in 2012 at A&M Warehouse. We noticed in 2017 that there was cracks in our fridge and started to show rust marks. It is a frost free fridge and I feel that the rust can't be healthy.
The fridge is only 6 years old, I feel this is not supposed to happen.

As per the photos attached you can see how the inside of the fridge is cracked and rusted.

A&M Warehouse closed down and doesn't exist anymore. They where situated in Benoni

Good day. We bought single fridge and deepfreezer, there is no problems with the freezer but the fridge is bursting like bubbles on the side and rusting, when the bubbles burst it makes a loud noise, please advise as i am worried that could taminate food or cause more illness.
We bought the fridge from game in nelspruit in 2010 and never had this problem before. Your attention will be appreciated as. I have a a stroke husband and cant affford another big expense. We have had defy products before and never had this problem. You can contact me on [protected] during office hours 8:00 to 4:30 Monday to Friday. Thanking you kindly Carol.

I purchased on the 20th April 2018 directly from Defy Factory in Durban. I installed it on the 1st May 2018. After a month I noticed that the Hob is bubbling and the plated are rusting. I called Defy and they sent a service person over to check and advise. He confirmed that it is a default, but when he reported it to his manager the manger says that there is nothing that they can do I must go to the Manuel and check as to how I must clean it and take care of it. On Monday this week I noticed that inside the oven is beginning to rust. I had the similar Hob and Oven for 20 years before I replaced it for this one and I never had this experience. We decided to replace it because my we wanted a new one after 20 years. I gave my maid my old one and it is still in perfect working order. I am seriously not happy with the service I am getting from Defy. If this is not sorted out ASAP I will defiantly take this up with Wendy Knowler ( Customer watch dog). My contact number is [protected].

I bought a Defy DGS158 Gas Stove on 4 Jan 2018. The oven wasn't working properly and I have logged a service call on 31.1.2018. The technician came to my house and they have replaced the thermostat and timer knob.

It was quite a disappointment as I don't expect a brand new product not to work as it is supposed to work. I paid the price for a brand new stove and then had issues from the beginning.

I logged another call on 5 Jul 2018 as the oven is still not working the way it is supposed to work. When I cook anything in the oven I always have to put it on max degrees (250 degrees) with the thermofan and then it still takes approximately like 2 hours to cook something easy like oven roasted vegetables. The oven will also switch off completely during the cooking time (the timer will continue to run) but the oven, thermofan, light, everything just switch off and then switch on again after a period. An oven (irrespective of the brand or make ) is supposed to reach the desired temperature and then stay at that temperature. It is not supposed to overheat and then switch off to cool again. There was a technician at my house on 11 Jul 2018, he switch the oven on and stayed there for about 5 minutes and just said the temperature is ok and that someone will phone me. No one contacted me as yet.

I need someone to urgently attend to this as I feel that the product that I bought was faulty from day 1 and should be replaced.

I bought the above at OK Furniture in Ottery last year. I took it over 24 months but end of May 2018 I was done paying it. This is the 2nd time my fridge ice up it freezers my food in the fridge and I have to through away my rice and baby's yoghurt .

I called OK on Monday a guy Dennis called to say he was at my house without notifying me . Then I called him he said he will come on Tuesday i took off from work Nobody pitched I called OK again and Reginald said they dont work over weekends. My daughter will be home on Monday 16th July 2018. They can take the fridge the 1st time he said it was my thermostat. If it is again that I don't want the fridge they can take it
because this is going to be an ongoing problem. I am loosing a lot of money on my food as I have to through away my food in the fridge.

I am sure you wont eat that frozen food that is iced up . I am so GATVOL

I bought a Defy fridge freezer in December 2016, the first one they delivered didn't work at all, then they delivered the second one yes it worked but for one and a half year then the fan motor burnt out.
They did come within 2 days to repair it but 2 weeks later it started making a bad noise. I will now contact them again to complain.
But my problem is that I think the QC at Defy is rubbish how can a product only work well for one and a half years as most shops selling them offer a 5 year warranty.
I also bought a Defy stove in 2015 and only got a decent one on the 3 attempt as all the others were damaged.

One thing for sure I would never buy a Defy product again.

I purchased a defy fridge 12th May 2018.
defy DAC612 350lt Metallic. A week later I mentioned to the Merchant the fridge is noisy, they logged the complaint with defy SA, "sounds like snails been gargled" or " someone on a ventilator".DEFY sent out a technician who said the "noise" is "normal", when I insisted on proof, he remained quiet and asked me to contact head office, I have logged the complaint on their website and until today no one has bothered to call me back, the technician who came to my home the 1st time, returned, only to confirm what he said, by saying the "noise" is "normal". I requested this in writing, stating that the appliance I purchased from defy has a "noise" and " The "Noise is normal", and that I listen to several other fridges of the same make and model with the "noise". To date nothing has happened. I would either want full refund or replacement, NB. I have several defy products for over 20years, never ever received such Ludacris service from a brand before.

I bought on 18/3/2017 a Defy DTL144/145 8kg Top Loader Automatic Washing maching at Game, Woodlands, Pretoria for R3399.
Approx 6 months later - the plastic programming buttons started lifting.
Approx 3 months ago, my machine stopped working, with an E8 code. I called Customer Service - who told me I had to log a technician to come out to fix this error. I asked a friend, who helped me to clear the filter. Then my machine worked again - It would have been nice if someone at Defy could have just asked me whether I have checked this.
I logged the call last week for a technician to come and look at my programming buttons, whilst my machine is still under warrantee. How life would have it, the day before the technician came out, my machine just stopped spinning altogether. The technician told me he had car trouble, and cant come out. I demanded service on the day, so another colleague, called Percy, came out to my house on Tuesday 26 June at 4pm. He said he cant do anything on my machine, since he is helping a fellow colleague out and this wasn't really his job.
Nevertheless, he tested my machine and said the shocks went, and they will need to replace them. He said that they had to order them, they will let me know when they have them.
I asked him about my programming screen, he said its cosmetic. I am very, very sorry, but it is not cosmetic. This is the programming dial that lifted within 6 months of buying this machine, is not acceptable.
Neither is the shocks of my machine going within a year and a half.
I have been waiting for service for a week now.
I call Defy every day to find out when this is scheduled, what I can expect. All they can tell me its for today. Not whether they have the parts, not whether the technician is coming out, and absolutely no feedback on the programming screen.
I have called Defy Pretoria Friday and today, and none of these days I was able to speak to someone that could give me proper feedback. I called the Defy Service line, the consultant there only could tell me that "a job is for today". He has no other information whatsoever.

I am really, truly very frustrated and disappointed in this machine. I told the technician that kindly just write off the machine, give my money back and I will go purchase another. I truly have no joy out of this washing machine anymore, neither from the service of Defy. I was told when I bought the machine, that I should choose Defy, since parts are easily ordered and serviced within South Africa. I sure did not think that I would have to replace so many things on my machine less than 2 years old.
I have had a Defy Tumble Drier for over 15 years, so I believed in the product.
I am really very dissatisfied, and very unhappy about the lack of service I am receiving. My biggest irritation is the fact that the first reason I actually called out a technician has not been discussed, or given a solution whatsoever.

I demand my money back please, as I will put this case to rest now and just move on with my life. I am a single mother, I need my machine for my kids' clothes especially here in winter, and I really would just like to move on, having to spend more money on another machine, which would hopefully just do the job it was created to.

I truly, urgently await your response in this matter.

Kind Regards
Idelle Du Toit
[protected]@hotmail.com
[protected]