Defy Appliances / Defy South Africa
Reviews and Complaints

I bought a chest freezer at Game in Pinetown back in the beginning of March 2015 and it ran excellent until it broke down mid March 2017 (only hot air was coming out the freezer) just after 2 years of the warrant and now I can't get it fixed by Deft without me paying for a call out. That's more than 2000 rand down the drain, what a waste of my money! Well I won't support defy again and I will make sure that everybody who know doesn't and I thinking of taking it one step further and don't buy from Game store either. I bought a LG fridge freezer back in 2008 and its still running strong, from now on I will associate myself with brands as good as LG . So thanks to Defy for nothing.

SB Dlamini
[protected]
[protected]@yahoo.com

Old Ref: 687364
New Ref: 699354
Our fridge has been faulty since February 2017, a tech has been with us 3 times to try repair it, the 4th time the tech came out he advised us that the fridge will be replaced as they cannot fix it. The techs were very helpful but we phoned numerous times asking when the fridge will be replaced and no feedback has been given. We submitted a complaint through the Defy website and a Mr. Frans Campher advised us that our fridge will be replaced as soon as they receive stock, this was communicated on 09/04/2017 and no further feedback has been given. The fridge is no longer functioning as it should and we are scared that one day it will stop working completely. The fridge was bought 07/01/2016 and it is still under its warranty and we were told when we bought the fridge that if the fridge gives us any problems within 2 years it will be replaced. Any feedback regarding this matter will be greatly appreciated. Thank you.

A free holiday was offered when purchasing a Defy product. After completing all the required information I have contacted them on several occasions regarding this and still waiting for feedback. Since checking the internet I found that there are a number of people who also feels like they were scammed with this promotion and also still waiting for someone to contact them. The emails were addressed to: [protected]@tlcrewards.com and no reply is forthcoming from them to any of my emails.

I bought a Defy 12 place dishwasher on 28 April 2013 at Game in Port Elizabeth and it was delivered on 23 May 2013. I was very pleased with the product until a few weeks ago. I saw to my total disgust and amazement that the bottom tray started to rust as the plastic coating cracked and as a result the tray started to rust badly.

Is it reasonable that the tray started to rust after being in use for less than 4 years or should it last much longer?

Do you have replacement trays available or what can I do to repair the rusted trays? I really feel that the trays should not have started rusting at this point in time and would appreciate your advise in this matter.

I have logged a call for a faulty washing machine which has an extended 2 year warranty plan, 3 weeks ago. Promises from the Regional Sales Manager that it would be fixed and yet almost 4 weeks later nothing has been done.

I have repeatedly complained but no one has take this any further, Both Mr Andre Bekker and Yolandie Horn are aware of this complaint and still no one has done anything,

This is unacceptable. The reference number is 694677, logged with the Cape Town office.

I would not recommend a Defy product to anyone and am thinking of demanding a full refund for my product so that I can purchase a better brand,

Regards

Haidee

From: Moila, Makoma MJ
Sent: 07 April 2017 08:34 AM
To: Robin Da Gama; Jaques Van Rensburg
Subject: RE: Claim form - Job number 646690 Fridge Door non the freezer side not closing.

Good Day Jacques

I trust this email find well.

Followig our telephone conversation we had last week on Monday, where I expressed my concern with the defy fridge I bought from Game.

As I mentioned to you that after Chris the technician broght a new rubber end of January to fix the door that is not closing.
The accident of the door not closing happened again in March 2017. Which I called Chris directly to come fix it. Though he was on leave he managed to come and help. What was concerning he used my hair dress to fix ensure that the door closes.

The fridge is not even over six months but continue to gives me hustle.

I went to Game in Heidelberg as you suggest to log a call to request a refund, I spoke to Samantha at [protected] who told me she will liaise with you and revert back to me.
She indeed come back to me this week Wednesday 4th April 2017 to advise that you have declined the refund. This come as a shock to me and very disappointing.

As I told you I don’t want this fridge any more as I foresee it giving me problems in the near future. I trusted DEFY Brand for years, but clear the quality of the fridge is clearly the opposite what I believe DEFY stand for.

I therefore humble request that you do the honourable things. Come collect the fridge and refund me my cash.

I will allow you two week to resolve the matter. Failing to do so the matter will be taken further up with Ombudsman in terms of Consumer Protection ACT, also with the media at a programme “Speak out”, Hello Peter and will hand over to my Lawyer as a last resort.

Your urgent response is highly appreciated.

Thank

Regards
Makoma
[protected]

I would like to inform you that I am a very unsatisfied customer and very disappointed. I purchased a Defy front loader washing machine and was promised by Defy a free getaway which is not materialising. I have sent through my booking form early Jan and was told 5-10 working days I would get a response from TLC Marketing but everytime I try calling or sending an email I get no response. This has now become very frustrating.

I feel cheated into buying a product thinking I was getting a good deal.

We have had our double door fridge/freezer for five years (out of warranty) and it has started to rust inside on the back panel. There are three large rust holes and plenty of moisture rust lines running down the back of the fridge (inside). It is constantly having water accumulating and the rust running down the back of the fridge.
Surely this shouldn't happen no matter how old a fridge is?
Surely this is not healthy?

Today 04 April 2017 at 16:30 a brand new Defy fridge was delivered to my house. Once again the fridge was laying down on the bakkie that delivered it and the delivery man said I must switch the fridge on within two hours. At 18:45 the fridge was moved into its place and switched on. As was known a process started and the fridge sound could be clearly heard. Its now 22:40 and this sound is still there. Is it normal that the fridge makes this sound continuously...does the cycle never go off.

I bought a NEW fridge at Stanger Superb n Kwadukuza 2 weeks ago. I was told to leave it for 3 hours when I got home to let the gas settle. I switched in on after 3 hours and the fridge was not cooling enough and as a results my food is being spoilt. The fridge is not cooling enough and the freezer is so cold my meats are ROCK solid. I need a new afridge or a full refund.

I bought the above on the 31st August 2016. I cannot use the convection oven pre-heat. It pre-heats for 30 minutes or longer and then switches off.
This was the reason i bought a convection Microwave oven because i had one before, but a Boardmans make, and used it for years without any problems.
As a result i just use my normal Defy oven, but it is time consuming.
The auto defrost only allows for certain foods to be defrosted, which is not good.
The user manual is also not very consumer friendly.

Will someone please make contact with me.

I lodged a claim to have my washing machine repaired in January 2017. It is now mid March 2017 and my machine is still not repaired. I have had a technician come twice and both times there was a part missing and has to be ordered. The first time we had to call him in order for him to come back and repair and now the second time he came was over a month ago and he still hasn't returned. What is most frustrating is that they do not contact me to notify me what the delay is which means I have to keep calling them checking on progress they keep promising to call me back but they never do. They keep telling me that they are still waiting for a part of which the turnaround time is 10 working days and it has been over a month so this is really not good enough. I am a their customer and I feel like there is no consideration on their side. I need my washing machine to be fixed it has been three months already without it and I am fed up with this poor service. This is truly unacceptable!

I bought a defy washing machine no more than three years ago. Now the part in the drum connected to the motor that wash the clothes no longer turns. It seems to be striped. I went to defy in port Elizabeth and was informed that no parts are avalible for the product. I find that to be unexeptable becouce l payed a lot of money for the masjien and bought the product(defy) because according to me it stands for quality. I am very disappointed because it is not the first time I had to fix the masjien after it broke. Defy came out to replace the mother board. Serial no [protected], model DTL140 .

I called Defy complaining about a faulty cookerhood in December of last year, I got a reference number and was told that somebody would get back to me within that week. However, that did not happen. Then in January I called again many times and eventually was told that a technician would come and check my cookerhood out, this did not happen. Instead I was contacted by one of the senior technicians who said that they were given the go ahead to exchange my cookerhood. A few days went by and still no word from Defy, I then contacted the Cape Town office AGAIN and spoke to the lady handling the exchange and was told that she is waiting for a proof of receipt from the store I bought the cookerhood from and asked me to send her a picture of my receipt as they haven't responded yet. I emailed it to her and again a few days went by with no response. I called Defy again today and spoke to the lady in charge of the exchange and was told that Defy is out of stock of this particular cookerhood and that she is going to call the store that I bought it from to check if they have stock and call me back. I then tried contacting her two hours later as she hadn't called me back, I called another 3 times and couldn't get through to this lady. I am still waiting for Defy to replace my cookerhood since December last year and am so fed up of trying to get through to them. Does Defy provide such bad service to all their customers?

I bought a new DEFY 365l C385 Combi Eco Fridge Freezer in 2012 and now, not even five full years later, this expensive fridge (it retails for R6499-R6999 now) has broken, even though it was used exactly as recommended. As the replacement part - the compressor - would cost more than R3000, excluding labour, it has made more sense to get rid of this fridge and invest in a new one - which, obviously, is not going to be a Defy. I am terribly disappointed in this product and very angry at being so out of pocket.

I would like to inform you that I am a very unsatisfied customer and very disappointed. I purchased a Defy front loader washing machine and was promised by Defy a free getaway which is not materialising. I have sent through my booking form early Jan and was told 5-10 working days I would get a response from TLC Marketing but everytime I try calling or sending an email I get no response. This has now become very frustrating.

I feel cheated into buying a product thinking I was getting a good deal.

I bought a Defy black stove from Game Store, Crossing Mall, Soshanguve in 2015, we only started using the stove at the end of 2015 when we moved into the newly built house, 4months after we started using the stove the one big "plate" cracked, now another big plate is cracked. How does this kind of thing happened after so much we spent on this stove?

we bought a fridge January 2016. first they regas the frigde then replace the compressor then we logged a call for the compressor again that is overheat and now again.

we logged an incident 2 weeks ago and saturday there was a guy and he said he will arrange for someont to fetch the fridge it is Friday and no one contact me

bad service. for 2 weeks i am without a fridge but my cash money was good enough. we want a new fridge or i will take further.

Purchased a toploader machine, september 2016. Have submitted code, proof of purchase etc.

Tlc marketing replied once to say 'bookings not yet open'. Now impossible to get hold of anyone.

Phones and emails remained unanswered. What is the point of the campaign?
Defy - get on board and sort this out!
Several individuals have been emailed but no-one bothers to respond

From: dewald kraft
Sent: wednesday, january 4, 2017 11:34 am
To: 'ismail.[protected]@defy.co.za'
Subject: service complaint - job nbr 602879

Hi, i was referred by your switchboard to you with regard to my complaint,
I purchased a defy portable aircon less than 24 months ago, i took it in to the cpt repair centre and was advised the cost would be r4300, as the compressor is faulty.
How can the repair cost be that high? after speaking to a member of management by the name of jason i was advised they will give me 35% discount off the parts, which i am still not satisfied with. what quality product do you sell that it does hardly last two years? i have a delongi portable aicron which is 11 years old and i have had no problems with it, lastly how can i trust your brand again if this is the quality you sell ?