Defy Appliances / Defy South Africa
Reviews and Complaints

Good day

Never have I heard this nonsense that a customer must phone a supplier to get a refund as the retailer is not getting help from Defy when a purchase was done through a retailer. My mom bought a Defy stove in February from Active carpets & blinds in Dundee. The stove was faulty so we informed Active. It took almost a month for Defy to come out as a technitian had to come and see what the problem was. Fine we understand as I used to work for a retail company so know the procedure. No correct communication was done as this story comes up then that story then the guy ends up in Durban. I eventually told my mom this is nonsense so i went with her to Active and told them no repair must be done as we didn't purchase an item to be repaired. The technitian then came the next day. We were then told by the technitian that he never got a call for our stove. So after many nonsensr stories my mom insisted she wants a refund. The owner then tells my parents and then me that WE must phone Defy as he is telling us another story as he is going to be loosing money. Not our problem. Also not giving my dad a chance to speak. I told my parents that is not how it works. Active needs to sort it out with the supplier. This is now dragging on. I eventually lost my cool and the lady working there also doesn't give my mom a chance to speak & starts shouting at us. I do not tolerate bad customer service. Till today we are still waiting for the refund. We keep on hearing that it will be done but nothing happens. I am fedup with hearing stories and mwe are sitting with a stove that doesn't work.

Regards
Janine
[protected]

Hi
Just want to say that I told my wife that I want to buy a defy fridge and not another cheaper make.
When I unpacked it the defy logo is not straight.
The next day the freeser draw broke.
The next day the globe of fridge blew.
Im really unhappy with the product.
Next month we want to buy a 2nd one that matches this one but now I dont know if it is worth doing so.
Thanks
Benna

My Defy Dishwasher racks are rusting, which is beyond belief because you use salt in the dishwashers. That implies to me that the racks are stainless steel and will not rust. I have been trying since 3 February to get new racks for it, without success. I made the payment for the rack on 21 May as they told me they have one in stock. I had to wait for payment to reflect and was told they will email me when it does. They never did. Phoned again on 11 May and was told that they received the wrong baskets. I want to take the Defy into my backyard and burn it. Never had such bad customer service on any product. I will never buy Defy again and will give all my family and friends the same advice. Sad because it is actually a nice product.

I bought a Defy 555lt fridge from Hi Fi Corp. From the start it did not work. The technician from Pretoria was here and they also said it was a factory fault. I said I need it to be exchanged. Management had to decide. Defy called me and said "management" decided to exchange for a new one. It will take 5 to 10 working days. Today I phoned and they know NOTHING about any exchange. Job number C722844. And reference 907992. I am VERY frustrated with this situation. You can refund me and take your fridge OR exchange it. I don't care if it is discontinued then I want a similar one same colour delivered. And I don't pay in on this transaction

Good day

Ref 917960
Our machine was repaired by D and D Appliances witch Defy send to our house on 1 June. The water inlet valve and Pulsator was replaced. After they left we saw water is leaking from the machine and we called their office and they came back and repair the leak.
The water was spraying out towards the inside of the machine . I have loaded only half a load in the machine and it was still busy on the first cycle and then the machine stopped and there was a strong burning smell coming from the machine. we phoned the people from D and D in Rustenburg again and they came again and only tell my that one bundle can be washed and I must wait for an hour before I wash the next bundle. They arrived here 10to 5 and i new it was a Friday afternoon excuse as they are knocking off at five.

On Saturday 2 June we report the problem with Defy and they said the order was signed off. The machine smell like burning wires. So Defy open a new order Ref no: 915193. Apparently the technician from Defy cancelled the order because " I've overload the machine" without seeing what the problem was.
This machine is still under guarantee and it is sad to get this treatment from Defy. We used only Defy products for all our life and never experience this type of problem.

Can you please assist us with this problem. I'm tired struggling with the machine.
I am now at the point where I want Defy to replace this machine with a new one as it seems that nobody is willing or capable to solve this problem.
Deon van Vuuren. Cell [protected].

A new ref. nr was given to me this morning 917960, but if something will happen I don't know.

We bought a fridge fron PnP in Dec 2015. In Dec 2017 the fridfe developed a crack on the lower part of the fridge section. We report it to PnP and they said that we need to take it up with Defy directly. A call was logged and a technician came and looked at the problem. No feedback was given and the call was closed. We logged another call and are waiting for feedback

Good day
Last year I purchased a defy fridge/freezer from Home Depot in Johannesburg. I have had endless problems with the purchased item which includes multiple service calls, the actual exchanging of the fridge at my expense, to have the same issues attempted to be resolved and after several frustrating months finally had a working product. However, all this just for a water dispenser whereby the entire door itself had to be replaced. Upon replacing the door, I am still to date waiting for the handle that goes along with it. The freezer in itself has now started making rumbling noises. I have been in contact with Eduard Knuist and team and after several months again still no resolution. I have subsequently threatened to launch a Goods and Services Ombudsman complaint, and escalate my concerns to the CEO and its executive and non-executive board of Directors (still no reply in response).
Please may you advise how a customer is expected to go through so much frustration with what appears to be a reputable brand and is constantly ignored.
At this point, I am also prepared to start a viral / social media campaign to explain to potential would be customers, and past, the pain and frustrations endured while investing in this product.

My stove defy dgs 130 still needs a gas regulator for the oven... Still.
Once again my bubble got burst on friday the 25 may 2018. On wednesday the 23 may 2018 at about 17:15 while travelling home, I got a call from a gentleman from defy asking me if someone has contacted me for an appointment and repair of my defy dgs 130 for friday the 25 may 2018. I said no and this gentleman promised me that there will be someone to repair my stove... What an empty promise. Once again no-one came, no calls, no messages, no repairs. It is quite obvious that off late, empty promises are part of defy slogan "buy us, but no after sales service". At this stage I am lost for words and decided to post this email on facebook, twitter, gmail+ and any other social network I can lay my hands on. A senior member of defy not keeping his promise, no wonder the country is going down at one rapid speed. Seems to me that there is no pride in the company you work for anymore and a "I don't care" attitude. My first email was send the 16 april 2018 to busisiwe moshokwa, service advisor at defy. Service advisor? Really! Hendrik du toit - [protected].

Item acquired at GAME-Cresta (Johannesburg) collected on May 27th from above location in seamingly original immaculate packaging.
By unpacking at destination, 21 Waterford Avenue-Parkview a major damage emerged at the upper left edge of the refrigerator door.
The unpacking was immediately stopped, the relevant material and the damaged unit are immediately available for proper checking and substitution with a new one.

Please acknowledge above claim and in view location is presently vacated, timely contact when inspection and substitution planned, to secure access to premises.

I called on Wednesday 23/05/2018 to enquire about a Defy Twinmaid washing machine spinner drum .

I gave them the model number and I was told that they have stock.

Today 25/05/2018 I went to puchase the part at the part department in Montaque Gardens.

A african female assisted me, I gave her the model number and asked her that I need a spinner drum .
She did not have a clue what I was talking about, luckily I had my broken drum with me so I showed her .

She checked on computer and told me they do not have stock .
I told her that I called two days ago and was told that there was stock .

She then requested a part number and I told her the guy who helped me on telephone just gave me the price .

Few minutes later she came with the part, no apology or anything .She rather had disrepect eating marshmallows out the drawer infront of me.

This is really very bad service provided from just a big brand, the staff does not know what customer service is or how to search for a product correctly .

If I had not inssited I would have just left empty handed without the part wich was in stock and I live a long distance away from the Defy parts in Cape Town

Good day,

I purchased a defy fridge from Poco Strand on the 21/04/2018. After a week or so, the fridge started to make a funny noise. The noise was not normal at all, it was getting louder and louder. And after a few days the light inside the fridge stopped working as well. I went to report everything to the supplier where I purchased the fridge, the supplier logged a call (897487) with Defy to come and have a look at the fridge. The Defy technician arrived on Thursday 10/05/2018 to check the fridge, but I was not satisfied at all in the way the technician (Sipho) handled the situation.
According to my knowledge, a technician should use his experience and have a proper look at the item before the customer write a statement. Maybe the technician was in a hurry because he mentioned that he stays far and it was around 17:45 when he arrived at my house on the 10/05/2018. Still to date the supplier (Poco Strand) has not exchange the faulty fridge, because they are awaiting for an authorisation number from Defy.

If this situation/query (897487) is not resolved in the next 48 hours, I will have no option to take it with my lawyer in court.

Regards
ET Kali

I purchased a Toploader Dec 2017. In February 2018 the spin stop working and i have reported it. The manager at Bradlows did her best to assist me on this matter but the agent in Upington did not do his work. I was promised to have the machine fix on the 01 .05.18 and the guy did not pitch or even bother to call me. When i phoned Defy in Upington the case was closed, but my washing machine is still not fixed. I have been calling and received no response from defy. Really Defy your services are pathetic...

Hi. As you can see this letter was send to defy on the 2nd may 2018.

Up till now I had no response from defy. This is poor poor service.
Read the letter and decide for yourself.

Memo
2 may 2018

I bought this gas oven/stove about 4 years ago from tafelberg furnishers in bellville wc and had no hassles with it until the stove stopped working. I contacted busisiwe moshokwa via email and she had a technician coming out to have a look. The oven gas regulator is faulty and need to be replaced, but according the technician, they are almost obsolete. Am I to believe that defy do not carry spare parts and that after every 4 to 5 years have to buy a new gas stove/oven to the value of about r 7000? If this is the case, I will definitely have to post this on social media so that people are aware of the situation. Please try and assist me in repairing my dgs 130. Regards, hendrik.

Contact details : [protected]@vodamail.co.za. [protected].

Good day

It is not a pleasure to write this email to you as we have always been loyal customers of House and Home and this is the first time this has happened but I'm busy pulling out my hair in frustration.

I bought a Defy top loader at the Roodepoort branch on the 21/04/2018 and like always the service was impeccable no problems, I live in Centurion and the sales lady Lulu arranged the machine to be delivered to my address. The machine was delivered to me at my home on the 25/04/2018 when I tried to use the machine it not working properly so the next I reported it to Lulu at the Roodepoort branch she was not in and I spoke to Pinki who reported it to the guys from the Forest Hill branch that delivered it. She phone me back and said that they will contact me on the 28/04/2018 as the 27/04/2018 was a public holiday. I spend the weekend waiting without any success no one called. On Tuesday the 01/05/2018 at 12:52 I received a call for [protected] I think someone from the Forest Hill branch, he was very abrupt and rude and told me that they can not exchange or replace the machine the have to send a Defy tech out to come and inspect what causes the error. But the Tech will only be able to make it on Friday 04/05/2018, I was not happy with this as it meant I had the machine for over a week and it was still broken/not working. So this morning just before 12 I called to follow up as I have not received any feedback or a call from the Defy tech, after running around for about 20min Pinki from the Roodepoort branch contacted me and said the Defy tech will be at my house at 1pm I quickly mad arrangement with my manager to go home so that I can be there when he arrived. On my way home the Forest Hill branch called me and informed me that the tech could only make it on Monday. I lost it and told them that I'm not interested in this game anymore and that they most come fetch the machine and give me my money back. The lady said she would confirm with Fredi at Forest Hill branch and come back to me. She called me at about 1pm and said that the tech will come out today I asked her to confirm a time as I would need to make a arrangement for someone to be there to open. She called back again at 1:26 and on a conference call with the Defy branch they confirmed that the tech would come at 4pm today. With out trying to sound like a person that does not understand the difficulties of client service, because I do more that you know. If this tech doesn't keep to his appointment for 4pm today. I would really prefer to let then collect the machine and give me a full refund. It will be easier to go to a shop/supplier that want my business and that is willing to assist me and provide a service. It feels like they got there money and now they don't care anymore if your machine works or not.

Please can someone assist met in figuring out what to do next.

Good Morning

Details of the purchase of the Defy fridge/freezer is attached for your reference. An extended guarantee was also purchased.

The fridge started making a terrible noise, contacted Tafelberg, George and Ivan were both on site to check and repair. The noise is STILL there

I was advised by Tafelberg Furnishers, Bellville to make direct contact with you as the problem with my mother's fridge is persisting despite the technicians coming out, Ivan advised on the last visit that this is all that can be done and the noise will be less but will not go away. I find this unacceptable as the noise was not there in the last 4 years and am not willing to live with the noise for the next 5 years

I am quoting you the following job numbers of work already done on this fridge however the noise still persists and is extremely irritating to say the least.

879922 - Fan Motor and PC Board were replaced ( noise still persisted)
888808 - "replaced another part" is what Ivan recorded on this job card…. (noise still persisting)

Please could you advise what is going to be done to rectify this irritating noise as the fridge is still new.

I await your favourable response. My contact details below.

Kind regards,

Fiorisa Agostini
Facilities Officer: Assets & Facilities Management

Tel: [protected]
Cell: [protected]
Email: fiorisa.[protected]@capetown.gov.za

Purchased a defy double door fridge from Bradlows defy product. Twice the water dispenser broke it was repaired now on the 3rd time the fan motor not working.informed the store I want a credit reason this the 3rd fault now going 4 weeks no one from Bradlows or defy wanna assist us. But the instalments still going out from our account but we dnt have a working fridge. All the stuff I had in the freeze got spoilt now I dnt have any where to store.please assist

I just want to inform you about a bad experience I had with a person Called Johannes and sometimes JoJo who claimed to be a DEFY agent

I got a nice invoice for the work done (see attached for company data etc)

It was a defrosting element replacement in a LG fridge, cost R850

Replacement of the clock in a DEFY oven R300

The handwritten text on the invoice is unreadable!

About a month later I called him as the the top of the fridge didnt get cold anymore. He promised to come but never turned up.

I called another repair company in town, Noodhulp and found NO defrosting element in the fridge! A new defrosting element will cost me another R850!

You are dealing with a crook and a con artist which will damage your reputation in town.

I will never use the person again and will warn all my friends about him .

Johannes or Jojo
Star Sound
[protected]
Reg no 1986/03270/07
Vat no: [protected]

I trust you will find the information useful.

Kind regards
Evan Winslow
email : [protected]@winslow.co.za

I'm at my wits end. At the end of March, a defy technician came out to our house after we had a problem with our defy oven. He said the fan had to be replaced and quoted us R700, which we paid. When he came back with the broken fan, he said he could not replace it because the screws were too tight. It took another week for Defy to send someone (a guy called Leon), to remove the oven (this was on 9 April). He undertook to let us know within a day what it was going to cost to replace the fan and how long it was going to take.
We haven't heard from Defy since.
We have made numerous calls, normally having to listen to computerised messages for ages. Nobody seems to be able to help us or want to help us. I don't think I have ever experienced worse customer service, not even from Telkom. In the mean time, we cannot use the oven and are not able to cook.

Diary of a customer trying to get her fridge repaired
20 March 2018 Technician arrives at premises and advises that the fridge needs a new compressor - advises that a quote will be sent by the 26 March 2018
26 March 2018 to 3 April 2018 see or hear nothing
3 April 2018 call the call centre and advised that they will send a message to the Johannesburg branch but are experiencing network problems
4 April 2018 Call the call centre will send another message to Johannesburg branch
5 April 2018 call the call centre speak to Dhanaseelan who sends a e mail to Eduard Knuist -" May we kindly request urgent contact to the below customer. The customer is still awaiting a quote since the Tech called out to her, she is also requesting a loan fridge due to the time it is taking."
6 April 2018 E mail received from Eduard - "As discussed so many times with call centre we cannot quote if we have not received a call out fee first"
This is the first I am hearing that I need to pay a call out fee - to date I had not received an invoice nor been advised of the amount
I discuss with Michael Cilliers that I will pay the call out fee together with the quote so that a technician may be sent to my premises on Monday 9 April 2018. Due to computer issues I do not receive the quote timeously on Friday and pay the full amount first thing on Monday morning 9 April 2018. I send the proof of payment and ask when I may expect the technician.
I am also advised by Eduard that he has nor received my payment even though it went Standard Bank to Standard bank ( I am advised on the 11 April the following "Never got the bank statement yesterday as soon as I get it today will follow up and revert back to you")
10 April 2018 technician replaces compressor
11 April 2018 Fridge is making a loud noise - technician arrives and fixes - I am not advised that he has defrosted the fridge and there would be water on the floor - technician only contacted me once I had lodged a complaint with Eduard.
12 April 2018 - fridge is not working - technician returns - advises that the fridge must be sent to the workshop
13 April 2018 advised at 12 noon that the fridge would be only collected on Monday morning - I phone and ask why - an alternative arrangement is made to collect on Saturday morning - with a loan fridge
19 April 2018 - 4 days later I have not heard a word about my fridge.

It is a month since the technician arrived on my premises to fix my fridge

I bought a Defy gas stove from game in polokwane, only the stofe top burners was working, there was a problem with the oven. i took it back to game and they informed me that a tecnition will go to my house. a week later the tecnition was there and a part needs to be replaced so they will order it. that is not asseptable, why cant they just replace my stove, I bought it not in full working order. so you can just sell goods that is broken and dont exchange it? It didnt broke at my home, it was broken when I bought it.