Defy Appliances / Defy South Africa
Reviews and Complaints

Hi my name is alan konigkramer. I stay in pietermaritzburg. My phone number is [protected]. Our email is [protected]@hotmail.com. We bought this washing machine from mackro for r3999.99 on the 16th of november 2015. We started having troubles with the bin dropping and the gearbox packing up in the first year. They had send someone out to check and tell us whats wrong. Then they had send someone to come pick it up and fix it. Not long after the machine stopped working again and this is while it was still under warranty. We phoned and had to wait for them to come and look at it and told us the machine is not level even though it has a level built into the machine and was leveled off by us. So they try and level it of with pla ks. Then the machine was still not working and we had to phone again and they said it was a fuse and that they dont carry fuses with them, so we had to wait again. Again we had to phone because no one came back, and then was told it was the pc board that packed up still under warranty. They were goi g to come back and fix it but no one came back. Now 3 months later and nothing is still working on the machine. We want our money back.

We purchased a Defy double door fridge/freezer less than two years ago from a local store . When it arrived we became aware that it was not branded, nor did it arrive with an instruction booklet. The water dispenser was also not working. It soon began to give problems, with the freezer section not working. We reported this to the dealer. He arranged for Defy, as we subsequently discovered it to be one of your products. The technician that was dispatched said it was the motor that was faulty, and that it would have to be replaced. There was, however, a long waiting period before this arrived... about 6 weeks. Defy in East London were most uncooperative about giving us a replacement fridge and the dealer we bought your product from lent us one of his fridges (KIC) until the repairs were done. The freezer section initially worked but seemed to have a life of its own, sporadically freezing and then defrosting. We would also like to bring to your attention the incredible waste of food and money which occurred every time the freezer stopped working. So, we were often forced to use the KIC model. 5 months down the line, we still had to rely on KIC rather than Defy. As this model of yours has no serial number or branding as a Defy, we have to assume that it was of one of a prototype of a large number of units that the dealer had on his books/floor.
We have now been waiting for 2 weeks for the Defy technician (reference number 880196) to sort out what he says to be a computer problem on the appliance which accounted for all the problems we have had since purchasing this model. All in all it has been a most disappointing purchase and we would like to be refunded or have the model replaced with a model that is not flawed.

I think you (Defy) should know that there is an unacceptable lack of service delivery by you employees. At the end of March I contacted your call centre to send an electrician to replace the element in my oven. I was asked to allow 3 working days before I would be contacted by an electrician.
Today is the 16th April and someone phoned me at 2.00pm to book at time to fix my oven.
This is really shocking. It's sad to see standards at Defy slipping like this.
Needless to say, I had my oven fixed by someone else who was happy for the work and who came the day after I called him.
For what it's worth my reference number was 81837
If this is the new face of Defy, I will really have to think twice about purchasing any more of your products.

I bought this appliance for R 10 999 in Dec 2015. In March this year, it gave problems. Was very noisy and got worse. This was now 3 months out of guarantee. We contacted a reputable repairman and the PLASTC fan had perished. Cost us R 550. He said it was a bad design, heat causes plastic to get brittle and break. 3 weeks later noise started again, and freezer stopped working. We calles repairman again. The fan he replaced was still fine. He opened up the inside of the feeezer and found the motor, moving the fan burnt out. This time the cost was R950! I expected a well known brand like DEFY, that cost so muxh to last more than 2 years!

My reference number 879104 refers.

I live in the Amsterdam Estate, Olivedale.

I bought a property with Defy appliance installed and included in the purchase price.

I logged a call and a Defy technician came to "fix" my fridge as it is making a noise that wakes me up at night.

The noise is still there and affects my sleep.

This is a brand new fridge and I want it replaced a. s. a. p.

I dont believe that a brand new fridge should be repaired.

I await your prompt response.

On the 8th of January I logged my first phone call to Defy regarding a fridge and a stove that needed to be fixed. The fridge nor the stove was fixed on the first call a week later. A part needed to be order for the stove. After two weeks of hearing nothing, I then phoned to hear what the hold up was. The technician then came a week later and then reinstalled a thermostat into my fridge, was incorrectly installed because then my fridge started freezing. Another technician was sent out and then pointed out the problem. My stove at this point was still not fixed, as the wrong part was ordered. The new technician looked at the stove and identified what needed to be ordered and said the previous technician who was sick at the time, will come install the part when he is back from sick leave. After another 2 weeks I had to phone Defy again. The gentleman came back, fitted the part and left, saying that it was still not fixed. WHen I tried to use my stove, there was a gas leak and I had my robe burnt. I then spoke to the second technician who phoned his manager to inform him of the wrong doing. On the MOnday (the 2nd of APril) I had a full blown explosion from the gas leak and upon phoning the manager I was informed that the gentleman was going to be spoken to and that the stove was going to be collected. It was collected on the 4th of April and I was told by the manager he was going to phone me to inform me about the progress of the stove. NOw the 12th of April I had to phone Defy again to ask what the status of my stove was. The manager said that he would phone me back, which he didn't do after 90 minutes. I had to phone him again and was irate by this stage because there is absolutely no promises delivered. The gentleman responded whether "Are you finished?" and told me that I should have trusted him to send back the stove this week. I could not have possibly trusted anyone at this stage as a result of the previous poor service. Defy does not have a complaints or customer service phone number online to refer to. I was then phoned by the initial technician and told that my stove is being returned to me but there is still a part that is needing to be ordered and it be fitted once the part has arrived. I have had enough.

Appliance purchased 24/10/2016 from Berg Meubels, Aliwal North
Both fridge and freezer temperature were too high in January 2018.
Report given to Defy February 2018.

After three week delay a technician came from Defy Bloemfontein on 24 February 2014. He diagnosed a gas leak and faulty compressor. He re-gassed and replaced the compressor.

The week beginning 26 March 2018 (before Easter) and only a month after the repair, I noticed that both fridge and freezer were too warm but still adequate. By 6 April, after Easter, both fridge and freezer were very warm indeed and the compressor was constantly running. This I reported to Berg Meubels on 7 April 2018.

I attempted to phone Defy customer centre at 10 am on Saturday the 7 April but after holding for 14 minutes gave up. I sent an email to Defy with no reply.

Today (9 April 2018) I spoke again to Berg Meubels who informed me that, although the appliance is still under guarantee, Defy would not consider a replacement. They would only carry out a repair. As they have already attempted a repair once I find it hard to believe that any repair will be successful.

Again today I attempted to call the Defy customer centre on (South Africa) [protected]. I held for 11 minutes than gave up.

Please will you contact Defy and ask them to:
a) answer their telephone
and
b) honour their guarantee

I believe their service is shoddy at best and fraudulent at worst.

Hi Defy
My frigde is broken again. I do not even have the fridge for two years and it is broken again. I am very dissapointed in defy products. I logged call on Monday 03 April 2018. I paid a R10 000 for piece of scrap. I wonder if this fridge will ever work properly again.The freezer side id not working the door does not closed properly.I am upset and angry for wasting my money like this and would assistance in this regard

Nolan

I have sent an inquire to your info center posted from your website and have had no response, should you not be interested please just let us know so that we can give other Companies a chance.

Sirs,

The US Army Europe is interest in the purchase of 76cm ceramic top free standing ranges and 16.5 refrigerators, should you have any models which matches our Salient Characteristics ( attached) or is similar we would very much like to have a look at your appliances, We distribute Appliances to all the US Army Garrisons throughout Europe and keep a significant amount of appliances in our warehouse which is centrally situated in Sembach, Germany, in the past we have used your Ranges and were very happy with them.

We look forward to your reply,

Adrian Maade

QA/QC Specialist Appliances Contracts
HQ IMCOM-Europe Region
G4/GES-Furnishings Branch
Building 112, Rm 127
67681 Sembach
Germany
DSN: [protected]
COMM: [protected]-4611
Sirs,

The US Army Europe is interest in the purchase of 76cm ceramic top free standing ranges and 16.5 refrigerators, should you have any models which matches our Salient Characteristics ( attached) or is similar we would very much like to have a look at your appliances, We distribute Appliances to all the US Army Garrisons throughout Europe and keep a significant amount of appliances in our warehouse which is centrally situated in Sembach, Germany, in the past we have used your Ranges and were very happy with them.

We look forward to your reply,

Adrian Maade

QA/QC Specialist Appliances Contracts
HQ IMCOM-Europe Region
G4/GES-Furnishings Branch
Building 112, Rm 127
67681 Sembach
Germany
DSN: [protected]
COMM: [protected]-4611
Sirs,

The US Army Europe is interest in the purchase of 76cm ceramic top free standing ranges and 16.5 refrigerators, should you have any models which matches our Salient Characteristics ( attached) or is similar we would very much like to have a look at your appliances, We distribute Appliances to all the US Army Garrisons throughout Europe and keep a significant amount of appliances in our warehouse which is centrally situated in Sembach, Germany, in the past we have used your Ranges and were very happy with them.

We look forward to your reply,

Adrian Maade

QA/QC Specialist Appliances Contracts
HQ IMCOM-Europe Region
G4/GES-Furnishings Branch
Building 112, Rm 127
67681 Sembach
Germany
DSN: [protected]
COMM: [protected]-4611
a chance
Below is the message I sent:
Sirs,

The US Army Europe is interest in the purchase of 76cm ceramic top free standing ranges and 16.5 refrigerators, should you have any models which matches our Salient Characteristics ( attached) or is similar we would very much like to have a look at your appliances, We distribute Appliances to all the US Army Garrisons throughout Europe and keep a significant amount of appliances in our warehouse which is centrally situated in Sembach, Germany, in the past we have used your Ranges and were very happy with them.

We look forward to your reply,

Adrian Maade

QA/QC Specialist Appliances Contracts
HQ IMCOM-Europe Region
G4/GES-Furnishings Branch
Building 112, Rm 127
67681 Sembach
Germany
DSN: [protected]
COMM: [protected]-4611

I purchased a defy double door fridge from game store last year 26/06/2017 last week Monday I noticed the fridge wasn't cooling efficiently and the freezer was not freezing at all ... bare in mind I just did my Easter grocery shopping costing more then R2000!

I have logged a call with defy call center to get a technician to come have a look at the fridge to determine the issue my ref number 877463 this was done on the 27/03/18 with not hearing from defy I contacted the game store which I purchased the product from and they said they will follow up with defy giving them all my details and ref numb on the 29/03/17 having no feedback from defy or game store I have contacted the call center in the 30/03/17 and spoke to the supervisor Ishmael who told me a technician will be attending to the problem at 4pm which nobody had arrived I had called back and was told the technician is running late and will be here around 5pm still no sight of any technician and no call or response from defy as to why nobody has come through.

Since then all of my groceries has turned off and with the healthy crisis we have with our meat products all needed to be discarded also the fridge had been giving off a burning smell and had to be switched off as I live in a complex and I have a 9 month baby at home. Thanks to defy we have no food and no funds to go repurchase with the cost of living at its highest!

The sad part is that the service from defy call center is total crap with supervisor and staff that could not be cared about their customers. who are the ones facing difficulties now? It's us the same customers that supported your brand! We are sitting with an empty fridge and no groceries if only you guys take responsibility and send out technicians when yourl are supposed to we wouldn't have been in this situation.

I will never purchase another defy product firstly because of the time period it took to give problems is what you would expect from a cheap inferior product not defy and secondly the terrible service from management staff just disgusting and pathetic! I have still not received any news from you guys

Please contact me and resolve this issue! Just astonished with you guys and your service pathetic indeed!

Received a defy microwave as a gift in June 2016 it has since rusted through no longer working, cannot the terrible quality I since purchased a stove in November 2017 the solid plates already showing signs of rust and the grill rack is made of cheap metal, I am so disappointed I will never buy defy again and I will sure advise other to do the same, defy used to be the best products on in the market but obviously no more so so sad

We took our defy microwave not sure of the model but it was a stainless steel interior and black outside. Two weeks ago about 02
03.2018 jib card no 678001 to defy teakwood road jacobs. I called after one week and still it had not being fixed. Then the following week I called only to be told the repair line was busy and the lady on the phone took my details and said she would get them to call me back that was last week. Now this week I called again I called and was eventually was put through my husband was to collect the repaired microwave after 12.00 Friday 16.03.2018. To my disgust when I got home that department didn't even have pride in their workmanship to give our microwave a nice clean wipe off outside never mind the interior. I really thought Defy have pride in their appliances so as when a repair comes in and gets sorted out and that they should have some sort of pride in the workmanship and sales for that good make of appliances. I will therefore never recommend a Defy appliance to anyone again as they definitely don't deserve the great name they make out to be so good. I mean even if an appliance comes in slightly marks on it, don't you think that to keep defy's name good they would at least let the repaired appliance go out looking better than when it came in so that the customer can see that yous actually care about your reputation of your products. Mrs Jennifer Kennedy

To whom it may concern.

As a regular customer of your products, I am disappointed in having to write this email.

I purchased an oven less than a year ago from Makro and have since reported it faulty three times since then. This is really unacceptable. It is affecting my business as I am running a B&B and need it working when I need it to.

Your guy has been here all three times for the same fault and it works for a while and then crashes. I am not happy with this and would like a refund as soon as possible. I spoke to the relevant department manager the last time, at Makro, and told him I wanted a refund. He then logged a fault and the guy came out to see to it, and it's not working again!

Attached you will find the invoice for purchase made from Makro Ottery.

Please make the necessary arrangements for this refund with them and either you can let them contact me or if I should contact them with a reference number from you, please forward necessary information to me.

I need to have this sorted today please.

Awaiting your response
Tasneem Benjamin ([protected])

I want to express my disappointment about the service i received from Defy the past few weeks. I'm very upset and regret that I've ever consider buying a Defy product after I've previously struggled with your products. I have made many calls and e-mails, but received no feedback from you. This is extremely upsetting.

There certainly is big problems within your Cape Town branch. I cannot emphasise enough how terrible I feel. I'm sorry for my actions at the time but I am still disappointed in your product and service.

I live in Riebeeck West and we have recently experienced abnormal hot weather conditions during the time that i was without a fridge and had to throw away a lot of food that went bad.

I spoke to Jason, and Jefferson who sent an email to your technical services. I also spoke to Chris, and can you believe that neither of these parties bothered to call me back. This is unacceptable.

Thank you for replacing my fridge, but I have to mention that the bad service I received from Defy, is going to make me think twice before buying another Defy product in the future.

Ref: 852 943
JC 708350
Mrs K Malan

Good day

Last year September i purchased a DEFY fridge at GAME. a month later the water dispense lever broke, they logged the request round about October/November. They came out an said they need to order the part, ever since then i was the one that had to follow up to find out whats happening. I then got in contact with someone at the service center which advised me that the driver will be coming around, i am still waiting, i get told someone is coming and i stay home and no-one rocks up. The driver said he was their the previous times which he lied as i have been at home waiting. This is the worst service i have ever received, i regret the purchase i made as i could have gone with KIC as their service is on the ball. I dont know who to speak to anymore as i have wasted so much airtime and my time on you guys. I need this to be resolved ASAP.

THE REQUEST NUMBER - 810499
Shaheeda - [protected]

I purchased the oven less than 2 years ago and in january 2018 the oven was on for less than 5minutes it sparked and begin to burn.

On 9 jan the oven was removed by defy for repairs.
Ref829664
The workshop awaited a part. On 7/2/2018 the oven was fixed and till 22/2/2018 not delivered.

For almost 2 months I could not cook. What happen with reparing it on site _ same day service.

I purchased the stove for the purpose of puting food I and set time to start cooking while I am still at work.

I did not do that yet as my kids made food. We used the oven only a few times as the kids made instant food like stirfry on the stove plates.

My daugheter got married and when I planned to use it to set time my oven burned.

I dont feel comfortable with this new oven as it is a problem for me now.

I humbly ask for a new oven. I came years with defy thirmo fan and in 30 years it never gave a problem.

What is wrong with the new ovens.

Pleaze consider new oven.

From a very unhappy client.

We bought a new Defy double door fridge freezer from Tafelberg in Northgate, Cape Town. After eventually taking delivery and having to drag the fridge into the kitchen ourselves, as the delivery men refused to even try get it through the front door (thanks for that Tafelberg), everything was set up and the fridge worked fine for the 6 weeks, that's when things started going wrong.
First the fans for the airflow system failed, everything in the freezer defrosted. We called Tafelberg and they promptly got in touch with Defy, on a Sunday, to get a technician out. The tech came and inspected the fridge, and concluded that the cooling system had failed. Defy then offered to replace the fridge as it was so new. We were happy with that, the replacement however took 3 weeks to arrive, that's 3 weeks with no freezer and what was essentially a giant cooler box. When the replacement finally arrived, a day before we left for holiday, we thought something was a bit off as the replacement fridge was missing the 0degree draw and the UV freshness draw, features that sold the fridge for us. But having no time to investigate we went on holiday hoping that this fridge would keep running.

Once we returned from holidays the fun started again, upon closer inspection we could see the fridge we'd been given was in-fact a cheaper model, that had actually been refurbished, there is draw glue and expanding foam pouring our of holes that had clearly been drilled after manufacture. This was unacceptable of course as we'd paid full price for a new fridge and now we were left with a beat up 2nd hand fridge with less features than we paid for. Again we called Tafelberg and Defy and explained the situation. Defy then sent out another technician to inspect the fridge, 2 weeks later he eventually arrived only to ask what lights in the fridge were broken? Clearly there is no process for handling customer service requests because the tech had no idea what to expect.
Anyway he was patient and understanding and agreed that yes we never should have been given a refurbished cheaper model if we'd only recently bought the fridge.

That was the last I heard from Defy, I've been calling their customer service line trying to get an answer as to what's being done about this. I keep being told they need to speak to the technician and they'll call me back. Worst customer service I've ever received for such an expensive purchase. I'm just really disappointed as Defy used to have such a great name in South Africa

Oh my word Defy, check this photo I have attached wrt a microwave I received from my son as a new kitchen revamp in August 2016. After 1 year and 7 months of operation. Rusting at the seams.
Not a good advert for your usual excellent products/value for money.

On top of this issue, the microwave door when hot never opens when pressing the Open button. We have to lift the door and then it opens. Bad alignment?

Regards
André

[protected]

On the the 26th January 2018, we phoned Defy services call centre, they told us that a technician will come out and see the following day what will be fault on our Defy Fridge & Freezer (2in1). The technician arrived on the 28th January 2018, 17h00 that afternoon, where we paid him a call out fee of R450 for 10 min. As he promised us that he will collect the PC board at Johannesburg the following day and he will ensure that he will come and install the new PC board the Monday Morning the 5th February 2018. Several calls being made to call centre to ensure that we have somebody waiting for the technician since he promised us that he is on his way, he also said that he will phone us before he come, where he actually never phoned us since today.

We are still waiting for him due that call centre spoke to him and he said that he is on his way, the time now is 18h27. It just show you that the employees of Defy doesn't believe about costumer care, they making empty promises to clients. I hope that Defy company will take action against this technician.

Imagine yourself being without a freezer since the 26th January 2018, if I knew that Defy services is so bad due to their employees, I would have consider a local refrigerator technician and by now I shouldn't even written this complain now.

Thank you Defy, I definitely will not consider you again in future and believe me my colleagues and friends will know about your services.

I wish to advise that all the appliances with exception of my washing machine is Defy. I contacted your call centre waited for ages before my call was answered. My stove and fridge (both fairly new not to mention expensive) needed service. I have a service number spoke to Judith (nobody by that name there) We receive a call from a gentleman he tells me he does not work for Defy? they do not have technical staff he will come and fix my stove. Someone else will come and fix the fridge? Also will not be working for defy. Contact your call centre when will fridge person come - a manager will phone you. No call you don't care! I call your switchboard operator asks me the name of the branch manager how on this earth and beyond do you expect me to know? Speak to Ismael really not interested. Speak to F Camphor gives me a long story as to why he cannot answer my questions. My Questions are: why has no one contacted me? Why are you afraid to tell you callers there will be a technician for each item? Why such heavy repair fees?Clearly don't care about customer service. No directors in South Africa who do you think will believe SUCH RUBBISH?