Defy Appliances / Defy South Africa
Reviews and Complaints

Good day

I have logged a service request on 4 September 2017 with Defy to come and repair my dishwasher that we bought on 27 November 2016. (DEFY DDW174/176 ECO DISHWASHER METALLIC - AP127522).
I was informed by the call center that turn around time is 2 days.

A week went by. I phoned again. Call Center said the technician will come that Saturday. He never showed - this happened 3 times. After making arrangements with me that he would be there, and after I explained that I have to take off from work to be at home.
Each time, I have to phone to get any feedback every time.

My queries have been escalated, but nothing came from it.

It is 11 October 2017, and my dishwasher is still not fixed.
I received the worst service (if you can even call it that) and the most unprofessional behaviour, with no consideration or help being offered. I am very very upset and no one seems to care or apologise for the inconvenience caused and that I have to drive this situation to a solution.

I would like defy to replace my dishwasher with a new one, ASAP, which also has a new warranty, and would like this to be delt with accordingly by management so that service like this won`t happen.

Your feedback is highly appreciated.

Regards

I purchased the above mentioned appliance from Game store in Brits Mall on the 30/07/2017 and 2 months later the tumble dryer is making a very loud annoying squeaking/ grinding sound the whole time. I paid a lot of money for a product that i thought was very good. I am disappointed with a brand that can allow products with their name on to be sold that isn't very reliable and doesn't work like it should. The stores number is [protected]. I would like the tumble dryer to be repaired and if it happens again i would like the tumble dryer to be replaced.

I am unemployed and have been saving for a gift for my mum. She needed a new microwave. Takealot was selling a Defy product for R1729.00 and because I'm not in the same city as my mum I thought I would purchase it through Takealot as they can deliver (mum does not have her own transport). She received the microwave on Monday 28 August 2018 however unpacked it Tuesday night 29th but tore the box and threw it away for bin day. On the Wednesday she plugged it in only to find out the microwave is not warming at all. Takealot had given us a defective microwave. Takealot have since collected the microwave but also damaged the mirror and are now giving us back a defective damaged Defy microwave. Takealot is not accepting any responsibility for what they have done. Now I am out of pocket and we do not have a working microwave. So disappointing that this is the way customers get treated.

On the 29/5/2015 I bought a Defy F790 from Game Stores in Louis Trichardt,
Invioce 7842921.
After about two months the fan motor starting being noisy and on 20/05/2016 it finally failed completely causing great damage as we were not at home.
The moter was replaced FOC as it was still in the two year warranty Job card C58201. 20/05/2015
After replacement it started blowing and vibrating again after a month and finally failed again on the 17/06/2017. Once again it was repaired FOC under the two year warranty. Job Card C 529222.
After a couple of weeks the noise and vibration started again, a failure is now for sure. I would be required to pay as the garantee has expired.
This is not what a reasonable product should perform like, and is most certainately not good value for money.
The product is flawed and should be replaced

I bought this stove about 10 months ago as I am a custom cakes baker. I saved for three years to buy this stove and I have had problems from the get go with it. The nobs on the stove keep popping off and three weeks ago I put a cake in to bake. Half way through the bake the inner glass just shattered on the door. I phoned Game regarding the warranty and they told me the glass is not under guarantee. I was then told that there were no parts available in South Africa. This oven is my income and survival. When you buy a well known brand name, you expect to receive the best especially when you pay for the name. I am extremely disappointed in this product and my business has come to a holt due to this trust. I have hit one brick wall after another. I either want this oven fixed 100% or given a replacement of the same size ASAP.

My tumble dryer was brought in to be serviced. Main complaint was that it trips the electricity and the drum does not turn when having a load in it.
Service was carried out - "replaced all the bearing strips, and repaired shorted wires of the door switch - no faults found after testing". I collected the tumble dryer yesterday and loaded sum light garments to be be tumble-dried. To my shock, the drum was not turning and it is making a a worst noise than before but it was "tested" yesterday. I need a call to be logged TODAY and my query attended to TODAY. I do not have a vehicle to drop it off at the service department. My main complaint about the tumble dryer was the drum not turning. How do they test it - with or without a wet load?
Job card for PE - C630719
I am still waiting for Gerald Stanford to contact me as I have already contacted DEFY at 08h00 this morning 18.08.2017
Mrs van der Merwe
[protected]

I'm highly disappointed in DEFY I bought microwave oven last year March and the paint started to peel off in the inside it became rust I reported it to the company I bought it from and they did nothing I went back and gave it to them because it's still under warranty and as I can't imagine paint coming off and rust can be repaired because it's not a part it's the top inside that looks awful and I bet it could lead to a health hazardous now they want me to pay money so they can replace the part "paint peeling rust"I want the CEO of DFEY I'm tired of being shunt around! As if I got it for free I paid for the damn thing the same B. S with a washing machine I had it less than 6 months when the filter broke its under warranty but I must pay for the part why should I the best part is some defy assistants are highly incompetent in their work "The part is discontinued Mrs" is not my problem is it now? DON'T SELL PRODUCTS THAT YOU KNOW WILL BE DISCONTINUED

We bought a Defy tumble dryer from Hirsch Silver Lakes on 2 August 2015. It recently started giving us issues:
- making a horrible scratching sound when in use
- the door lock system started giving issues
- started to over heat
We logged a service call with Hirsch on Saturday, 15 July 2017. They confirmed that we will be receiving an sms with the service call information. We received the sms on Monday 17 July 2017, 11:33, confirming that we logged the service call, with job reference 1399611. We waited until Wednesday, and still no call from any technician. We followed up with Hirsch again on Wednesday 19 July 2017, on which we received yet another sms with a new service call/job reference 747866. We received a call from Defy confirming that they will be picking up the tumble dryer on Thursday, 20 July 2017. We made arrangements that we will be home in order to receive the technician. No one from Defy showed up on Thursday. We had to enquire about this and received confirmation that the technician will be there on Friday, 21 July 2017. Again, it was a no show from Defy, no phone calls as to why no one arrived. My husband followed up, yet again, and was told that the technician could not pick up the tumble dryer due to system down time, but received a promise that the technician will be there on Saturday, 22 July 2017, early morning. The technician again did not arrive on the promised time, but did pitch. When looking at the tumble dryer at our home, the technician confirmed that the bearing was faulty and the plastic door lock will need to be tightened/fixed/replaced. According to the technician, the tumble dryer is supposed to be at least 1 meter away from any wall, and as it was not, that the reason for over heating. We checked and found that it is clearly stipulated in the tumble dryer instruction manual that it should be 100 mm away from the nearest wall (section 2, installation, floor standing) for an air gap. Our tumble dryer had at least a 150 mm air gap. The technician confirmed that he will be returning to our home as he can only collect the tumble dryer on Monday, 24 July 2017. On Monday, 24 July 2017, he arrived at our home again around 17:30 to do the collection and confirmed that he will work on it on Tuesday 25 July 2017, and should have it delivered again on Wednesday, 26 July 2017. Before the tumble dryer was loaded into the bakkie, the technician confirmed that there were no scratches, marks or damaged parts on the tumble dryer. My husband received a phone call from another technician on Wednesday to inform him that there was nothing wrong with the tumble dryer. We sent a video to him of the scratching noise, but he still insisted that nothing was wrong with the machine and they will definitely not be fixing the door lock as there is nothing wrong with it. Thursday, 27 July 2017 7:28, we received an sms confirming that service reference 747866 was completed. We only received a phone call from Defy on 1 August 2017, wanting to know if they can deliver the tumble dryer. My husband and the technician agreed on a delivery date and time, to be 2 August 2017, 17:30. Again, Defy did not disappoint by not showing up. We tried to call the technician who was supposed to do the delivery, however, his phone was not switched on. We followed up again on Thursday 3 August 2017, to find out where the tumble dryer was. My husband then again agreed on delivery to be the same day and time - 3 August 2017, 17:30. When the tumble dryer was delivered, it was wrapped in bubble wrap. My husband and I carried the item into the kitchen. Before we unwrapped the tumble dryer, we found that the 1 corner was damaged while in Defy's possession, as it was not damaged when it was given to Defy. The drum was also filthy inside and the door filter was not cleaned out after testing. All of this can be proven with photos which were taken 10 minutes prior to the collection and photos taken immediately after delivery. Cannot believe how unprofessional Defy became towards their clients...

I got married last year and opened a wedding registry with YuppieChef. One of the gifts we received was a Defy Microwave. After 1 year, the microwave stopped working. We took it to Defy repairs who quoted us the same price to fix it as buying a new Defy microwave of the same model. Ontop of that we were charged a R150 handling fee for assessing the microwave!

I am disgusted with the service received from defy and will never buy an Defy product ever again. I have also emailed YuppieChef and complained to them about Defy's poor quality and after-sale service.

Good day.
I am feeling very disheartened in the service I have been receiving from one of your outlets of your brands.
I bought a Refrigerator at a Lewis store in Mitchells Plain in 2015.

I have given my complaint about the rubber on the door which had broken. That was on the 31st August 2016 and they sent out a technician to do an assessment. Since then I have been told through the store that there are no doors available to replace on my refrigerator.

Then my water dispenser and the inside door shelf has broken in the time of waiting on a replacement door. I thought it was quality. Furthermore on one occasion whilst inside the store a consultant spoke to someone in your warehouse and was really very rude and cut the call.
That was a shock of note. Truly unprofessional and uncalled for as a reputable brand and him being the face of your brand. I can't remember his name but he was the first port of call when the Lewis store consultant made the phone call.

I have since then been told that the door is not available and in the meanwhile I have to sit with a product that I can't use to my benefit. I have given the store until the end of June to give me information on my requests and to days I have received no calls from them.

I will be requesting from both Defy and Lewis group for a replacement refrigerator. Otherwise I will be taking this to the ombudsman if I do not get any feedback within the next 48 hours.

I am truly frustrated and impatient with the service I have been receiving especially from a world renowned company of your stature.

My email address is
[protected]@gmail.com

Marilyn Samuels

Ek het op 22/06/2016 bogenoemde oond by Builders Warehouse George gekoop. Ek het nuwe kaste laat insit en die oond is so 4 maande na aankoop datum geinstalleer.

Saterdag het ek iets in die onderste oond gesit en na n ruk het dit vreeslik geraas. Ek het dit toe afgesit en gaan le.

My man kom na n ruk in die kamer in en se die huishulp het hom gaan roep en gese die oond is vreeslik warm. Ek staan toe op om te gaan kyk. Al dit knoppe is op 0 maar die boonste oond wat ek nog nooit gebruik het nie se 2 elemente is bloed rooi. Ons kry die oond toe op geen manier afgeskakel nie en moes dit by die nood muurprop en op die kragboks afskakel.

Ons moes toe die stoof agter laat ontkoppel.

Die elektrisien se sy werk is reg dit kan net die stoof wees wat foutief is.

My nuwe kaste se strips aan die onderkant het losgekom van die hitte. Ek is nou baie bang vir die stoof en vertrou dit glad nie. Wat sal gebeur as so iets in die nag gaan gebeur. As ons nie by die huis was nie sou die huis afgebrand het.

Good day - I have been using Defy products for years and previously I used my appliances for many years.
In June 2013 (four years ago) we bought a Defy DAW 369 six kg energy efficient washing machine.
We have noticed that towards the bottom of the washing machine - where there is a line - it is rusting and also the "paintwork" has a bubble. So it is not going to be long then the paint is going to come off and it is going to rust even further.
We just want to know if it is normal for a Defy washing machine to look like this after only four years?
Your kind assistance is appreciated.
Many thanks
Mrs B van Schalkwyk
Lovemore Heights
Port Elizabeth
Cell Phone [protected]

I ordered a part for the above-mentioned washing machine from your Hermanstad branch about 2 months ago. I was given order no - [protected] and promised to be contacted once the part arrived.

I spoke to Simon when placing the order. I had to follow up with Simon and then also with Buks at the said branch as no one is interested in servicing a customer.

I have just received excuses and no real solution or answer as to when this part will be available and am now requesting you to assist and give me service in this regard.

Defy is one of the biggest brands in South Africa and I really expected better service from you.

Please assist in sorting out this matter as matter of urgency.

I bought a Defy Slim line four plate Stove at Game Kolonnade on the 26th April 2017 and hardly two weeks therafter, the stove was tripping power.

I went to Game Kolonnade and reported this and they filled a form requesting Defy to assess the Stove. Second week of May, a technician came and find a switch burnt as well as some wires. The technician covered the wires with a tape and only three plates were working. He took out the switch and promise to come to replace the burn switch. The Stove again started to trip power and I went to Game to report this and request a new stove but officials at Game said Defy must assess the Stove.

On the 19th June I called Jan, Service Manager at Defy Pretoria and se said the technical will come to assess the stove before anything else happened, the technician came on the 21st June 2017 and saw to the problem but also came with a new switch. JOV 716648.

Both Game Store Kollonade and Defy disregard CPA Section 55.

The experience has been bad especially from big companies as Defy and Game who don't take Consumers rights serious. May complaints to Consumer Commission and and Gauteng Consumer Council will sort them out and I encourage consumer to refer their complaints to their bodies.

In 2011 I bought a Deft Compact Stove, this stove is used 3 times a week at the most. recently I have noticed that the Stove makes funny noise when the oven is in use, it is then that I noticed the element is budging.

Today 2017/06/22 I made a call to The National Call centre and I spoke with Misha who informed me that I need to log a fault where a Technician will come and look at the stove at a charge of R450.00 and thereafter another charge for each 30 min. And she advised me to call the Durban office where I spoke to Caffin or Kevin who informed me that I should call the National office and log a faulty and also expect to pay for services that will be rendered.

I'm afraid that my house can go on fire as this stove is now a hazard to my family. I don't understand why I should be paying for the factory fault simple because the stove is not under warranty anymore.

I feel that I am being ripped off by Defy as they know that they are no longer manufacturing durable products. Obviously my stove would not last forever

During or about 2013 I purchased a Defy double door refrigerator at Joosubs in Maponya Mall, Soweto, on an account basis with monthly installments of R1 198.00. The installments were payable in thirty-six (36) months totaling the amount of R45 000.00.

On or about 9 June 2017 the refrigerator encountered seized functioning.

I contacted Joosubs to remedy the situation but to my dismay I was referred to Defy whom upon contacting advised that the warranted period of two (2) years had lapsed.

I therefore find it strange that I had to pay an exuberant amount of cash for a product that only lasted me for less than five (5) years.

As an irate and disgruntled customer, I kindly request your entity to look into this matter and assist in repairing the refrigerator on my behalf and tender the costs thereof.

Your urgent consideration of the above matter and assistance will be highly appreciated.

Yours faithfully

Pamela Vilander

VERY Disappointed about this fridge. I bought this fridge beginning of March. It is definitely not sealed. The ants come in easily. I have to clean out the ants now daily. In the freezer area the middle compartment have to be pushed back into position EVERY time you use the bottom or top compartment of the freezer. I am very negative about this fridge as it looks dirty every time you open it because of the ants. I will not recommend Defy to anyone. I'm sorry, but I'm sure you see my point.

I am very upset as my warranty has expired . I have had this machine sent in for repairs while it was still under warranty and now 6 months after my warranty expires I am having the same issue . I really am not going to be using any defy products in future if they are only meant to last 2 years . I would really appreciate it if there is a possible trade in and I can add more money for another machine . I am not happy with having to pay for a call out fee by you guys for an issue I feel is a persistent one from 1 year and a month after purchase . Thank you . Mr Karrim

My discussion with Lekelo this morning refers regarding customer dissatisfaction.

I called your Port Elizabeth office this morning looking for a unit that would replace the Bauer we have in one of our rental units. We have been Defy customers for many years and have a long standing relationship with inter alia a Hillary who have always been of tremendous assistance over the years.

Rather than look through your website, I wished to speak to somebody who could confirm what units that have available which would fit into the existing dimensions. These are as follows:

Hob - current hob is 650 mm wide and 515 mm deep.
Under counter oven. The width of the cupboard opening is 570 mm and the height of the oven is 590 mm.

The service I received from Joyce was extremely poor to put it mildly, so much so that I am considering acquiring another brand. She clearly does not know her products, have no understanding how to deal with customers over the phone (telephone etiquette) and have no interest in protecting and promoting the interest of your company. If this is how your employees are, I find it difficult to understand why I should support your brand.

The sad part is Defy is a trusted brand with a long history in this country and I have only ever used Defy brands.

I would welcome your view on this matter.

regards
Thomas
[protected]@mweb.co.za
Port Elizabeth
[protected]

I have a glass top stove touch screen which had 2 plates suddenly stop working. I took it to the Defy approved Centre in MASASA Harare. Apparently they said it needed a part and they have been saying Defy South Africa is supplying them with the wrong part and this has been ongoing for more than 6 months. The 2nd from last time they said the part was delivered and when I went in with it the technician did not even know how to switch it on and ended up blowing the other plate which was working and now only one works. Now they have another wrong part. I am not even sure if the diagnosis is right anymore as the level of incompetence is very high. I am now very worried as I have a defy double oven, defy dishwasher, defy washing machine and defy tumble drier that if something happens to them what will I even do? Should I be changing to Samsung or something? Please help I need my stove working!

Jaqueline D Ndengu
+[protected]