Defy Appliances / Defy South Africa
Reviews and Complaints

My Defy microwave had soon become faulty after initial purchase. We returned it to Game Cresta, where we bought it, and they sent it in for repairs. It was fixed and a few months later it broke again, got repaired and took it home. This is now the fourth time we sent it back because it’s faulty! Game Cresta advised us that by the 4th time we will get a new microwave. It’s going on 3 weeks with Game Cresta telling us that Defy is not getting back to them. Communication between Game Cresta and Defy should surely not affect me as a customer, however, it is.

2022 after purchasing a fridge i made a call to say my fridge is making noise and i was told its normal. 24 May 2023 I logged a call for the fridge which is making alot of noise coming from deep freezer inside the fridge.Ref 1807084 was issued The technician came and say the problem is the monitor he fixed it, same day the fridge was worse and reported to technician he said he want a new Ref.06 June 2023 Ref:1813063 logged technician came and say its a Compressor he putted a rubber and say that if the noise continue a video must be sent to him instead of him waiting to see if the fridge is fixed.Ref:1815076 issued 12 June Technician made an appointment for 13 June Technician never came to the house.On 19 June same technician called and make an appointment for 24 June communicated with a Technician he told me that he will come but he never came to the house.I contacted call centre after our conversation on 24 June i was told that the Ref 1815076 was closed by the Technician advising that ill call and make a new Ref of which he didnt tell me. Up to today im still sitting with a problem and asking for a solution beside technicians who come to the house opening the fridge with no help and sitting at home the whole day waiting for technicians who end up not coming.

I received a call from Technician with [protected] number on 28 June 2023 , he asked me when will I be available for him to come and fix the fridge ,We discussed times and he told me that he will only be able to make it in the morning .I told him that im at work and ill first ask for permission and let him know before end of day . I called him @ 14:59 and tell him that ill be available on Monday 03 July 2023 from 8 to 9 and he told me that he will only be able to come at 9 a.m and I said its fine. He told me that he will make a booking for Monday 03 July and I told him that ill call on Friday 30 June to confirm if the booking is made.

On 30 June 2023 @11:50 he called me and tell me that his at the gate , I was surprised because my appointment is for 03 July 2023 at 9 a.m. I asked him if he can wait for me for 15 minutes ill take lunch and rush home he didn't agree he told me that his having other calls and asked me what is wrong with my fridge over the phone of which I explained to him on 28 June and explained again . My surprise is ,was he coming to fix the fridge for 15 minutes or less to a point that he couldn’t even wait for me to get home while his already there .Our agreed time was 9 a.m and only called at 11:50 on a wrong agreed date and not sure if really he was there.

Contact:[protected]

Email:Chuckzin.[protected]@gmail.com

Hi Sir/Madam,

I am a 69-year-old pensioner named Mahachand Brijmohan. My phone number is [protected]. I purchased a compressor from your Teakwood branch approximately 10 days ago. The sales representative, Asvish, was very helpful. However, the part I received was incorrect, so I returned it about 7 days ago. I was promised a refund via EFT, but I haven't received anything yet. I called Asvish, and he has been trying, but it seems he is not getting a good response from the other department. If you could assist me and provide a feedback, I would greatly appreciate it.

Thanks,

M Brijmohan

Good day i purchased this microwave from Fullhouse store in Bredasdorp on the 14th Febuary 2022 after having it 8 months i discovered at the bottom back inside the microwave the coating started to bubble and the front control panel was coming loose and i showed them one in there store which was also doing the same i brought it to the stores attention about just over a month ago the rust started showing through.

I went back to the store and again told them about it and supplied photos aswel.

Yesterday i was told but the store manager that they do not cover rust in the guarantee.

I told them i will post this on all social media platforms because this is totally crap. I have had a real cheap microwave for 9 years and that never happened to it

I looked so well after it and for this to happen i cannot accept it at all .

This microwave has a additional 2 year guarantee also.

Please advise me further.

Kind regards

Errol Wessels

Email ..[protected]@gmail.com

We have had 4 service contractors come out to fix a gas leak or sort the freezer that is not freezing. Each time they re-gas and say it’s fixed and give a different feedback on their job card to say the problem is resolved. It’s a month now and we have had 4 people come to fix and two job card numbers raised. In addition the manager Thato Fantsi keeps sending contractors and does not actually resolve our problem. We had stock in for 4 days and it did not freeze. We only realized this when we went to restock another fridge. We had to react accordingly at our loss. We have a large stock order due in a few weeks and Defy should be liable for the stock should anything happen. We have tested the freezer ourselves and it takes 4 days to freeze a small bucket of water but the contractors say nothing is wrong! Thato does not seem to care and he’s in customer services so how does this issue get resolved? We have two of the same freezers so we’re not making a mountain out of a molehill! Both freezers were bought exactly the same day and used exactly the same way! Defy take responsibility and replace our unit or we need to get full compensation accordingly. Retailers need to start honoring their marketing and service agreements. Thato seems to keep stretching time and delaying sorting this issue! We have spoken to Thatos manager who has now said they are going to send a senior technician? Why? How many more technicians need to come through and why aren’t the first ones capable of doing their job in the first place? Job card numbers : 1779258, 1799456. The contractors that came back the second time did not raise new job card numbers. They just reported against the old ones! So how can we get the ombudsman to help us get retailers to be true to their sales agreements?

I moved into my new unit only to switch on a Defy fridge and WHAT a noise: sounds like I have some machine running in my house the whole time, can’t even hear myself think. This was end of August 2022, today is 12 May after 4 fridges have been swapped in and out of my unit and still the fridge is noisy. The technicians are rude, all I’m told is to log requests with no report from anyone. Escalated with its management and they take make for a fool by saying it’s normal for their fridges to make that noise. I am so gatvol with Defy, I hate the brand too much and I don’t want any of your products going forward.

Please could you advise why my brand new stove does not have any adjustable feet? There are the holes with threads on all 4 corners of the stove... But no legs... I went into hirsch in waterfall where I purchased the stove to be told that defy dont supply feet anymore I must just let it sit flat on the kitchen floor! My floor isnt level and I have never had a defy stove of which I have had many that have not been supplied with adjustable feet. Please advise.

On the 25 february 2023 I bought a brand new twinmade 900 washing machine at fairprice in bara soweto. Used the machine 3 times and it stopped working could not pump power for it to spin this incident was on the 24 march 2023. Then on the 25 march 2023 I went back to report the incident as they had said I should report back to the store if the machine stops working withing 30 days.

In april the machine worked well with no incident. Then on the 06 may 2023 20:05 pm I switch it on to do landry then the same incident occurred where the machine wasnt spinning all all but machine twitching sound. This product is defective and I think I was sold an item that has manufactural defect in it. Am not happy with the brand or the machine, it cant break twice in 3 month while being used twice a month.

May I please be assisted with a full refund or a new washing machine

Contact nos [protected]

[protected]@gmail.com

The machine has been bought for two weeks now. A first wash went well but after that the product is behaving abnormally. It doesn't finish the spin cycle after rinse function water inlet will pour more water until the duration runs out. The drum is imbalanced and seems it bouches then it shuts down. Countless times tried to do a spin cycle without water and the machine will just pour water and do nothing.

My replacement fridge was delivered on 27 March 2023…3 days ago.

NOTE…MY COMPLAINT OF MY NEW FRIDGE WHICH WAS FAULTY WAS ON 17 JANUARY 2023…SO IT TOOK 2 MONTHS TO GET A REPLACEMENT…

Nevertheless, I was happy to receive the replacement fridge…I was told that because its delivered in a box…its new…so I have to go with that.

Fridge was delivered at 11 am…I switched the fridge a little after 3pm.

The next morning, I find a pool of water by the door of the fridge…upon closer inspection, I notice a trickle of water from the water dispenser…

I though maybe the kids used it and spilt some…

I wiped the dispenser and door dry so I could monitor…

There it was…a slow drip that eventually filled the reservoir then dripped down the door…

I AM SO TIRED OF THE INFERIOR QUALITY PRODUCT DEFY MANUFACTURED.

MY PREVIOUS FRIDGE(which I still have….for more than 6 years) IS A SAMSUNG…AND ITS STILL GOING STRONG.

I BOUGHT THIS FRIDGE BECAUSE THE FRIDGE FREEZER WERE THE SAME SIZE SO IT WOULD BE CONVENIENT…

IF ANYTHING…BUYING A DEFY IS CAUSING ME MORE STRESS…

my double door refrigerator has been not working for the past 2 weeks now i had an assesor at my premises to assess my fridge to this day im struggling with defy south africa and defy cape town to come and collect my fridge to take it to there warehouse for repairs ive made several phone calls to management aswell its all a dead end road no one can provide me with positive feedback to when my fridge will be collected the worst company to deal with the worst product to purchase as well i only have it for two years and its already broken im totally upset for two weeks without a fridge my food also got rotten.

I bought the dishwasher at Makro Wonderboom on 09/12/2023 since beginning of March 2023 the dishwasher does not wash the dishes and dont disolve the finish tablet, I phoned the Defy call centre on 13/3/2022 a technician was send out on 15/03/2023 and told me I need to refill the salt witch I did and he also told me he will order a new pump. On 17/03/2023 my husband phoned the Defy call centre again the did give us a new reference number but still no technician

I purchased a PC Board for my double door fridge freezer
sales ord: 4710 - 1000009D Sarus Control 380-FF350
I do understand that there is a no return policy on electronic parts,
but the part I got did not work, was faulty. now I have paid a lot of money for a piece of scrap,
Is this how you get rid of your junk, sell it to desperate people that just want
to fix their appliance,
I must also say that I should have suspected something was wrong with the part
as it did not have any packaging or box or any kind of wrapping,

I bought a Defy fridge on saturday and the side looks like the fridge was on the side and pushed on the floor. If you look at the crease it does not confirm that it was properly wrapped. The crease on the side confirms that there is not pride in the workman ship of look and feel of the product. I would like for a Defy specialist to either take the fridge back and replace me with a proper wrapped and packaged fridge or someone to come on site to sort this crease out. I am not happy about the product because the crease on the side means that it was pushed on the floor on it sides thats how creases occur. Please recitify this.

I bought the fridge from Game store Galleria and I will forward this to Head OF Game as well. The consultant was not able to assist in this matter. If you look at whats been said below I will require DEFY to uphold what they say. Evren Albas, CEO of Defy Appliances in South Africa said: “Defy has a passion to set higher standards for customer satisfaction in all of our operations and with the opening of our first authorized service centre we are setting a new vision for South African home appliance market.

Please contact me Rebekah Chetty on [protected] or I will post these pictures on social media and forward to CEO s desk.
Kind regards,

Rebekah Chetty

Good day. Am writing to you out of frustration with a double door Defy fridge which I bought from Makro Nelspruit, which is still under warranty.

I started experiencing the fridge not being cool and my food being spoilt although it was on and the freezer is working perfectly. My first call was on 23/12/2022 then again on 10/ 01 /2023 which took them a long time for someone from Defy to come and fix the fridge.. Again I lost groceries in the fridge. On the 29/01 /2023 called the agent Moses from defy Nelspruit and called again on the 30/01/2023 and finally someone else (new) came and I waited because they said a guy from head office was coming... When he finally came to the house he opened the fridge and changed the location of some cable with the promise that it should be fixed for good. My new job no 1771225. Now am stuck with a fridge that is hot and I have eggs, cheese, fruits milk etc that is getting spoilt. I am tired of this and I need you to do something about it. Either I get a fridge that is working and doing what it is supposed to do or can I please get my money back so I can go buy a fridge that actually works. I don't want to go to social media and other evenues without reporting to you first

Regards

Dissappointed client

I bought defy washing machine by ok furniture in September 2021, since I bought that machine that machine it has been giving me issues, firstly it traps main switch then I have reported the matter, and a week after mechanic comes to try to fix, the same problem occurred then I reported it again, the very same guy came to fix machine but he left machine without screws while opened on the sides, the top part was disconnected to the bottom part, then I called the lady by Defy offices by the name of Leoni, and I even send t photos to her, the guy came back to reconnect the machine after a week, then the next weekend when I try to do my laundry the machine keeps on trapping main switch again.

I don't feel safe to work with that product anymore, can I please have the address were I can drop off the machine or should I take the machine back to store were I bought it.

I bought my fridge in december 2016 and it broke and was not repairable because of an internal leak end of December 2022. Just as my warranty finish. Ive been robbed Defy! Then I got a hicense fridge because I was scared the same thing happens. Then I buy a defy washing machine and brand new its been damaged and passed quality control. 11/02/2023

I bought a fridge about 2 years ago. It broke down several times. Technicians came to "fix" it 3 times after service calls were logged. Eventually another technician came out and recommended replacement. This was after a call that the fridge temperature stays above 10 degreec C. (I bought a thermometer to measure it over the period of a week before I logged the call). This recommendation was made 2 weeks ago. I gave a week and then started calling the National call center a few times. They escalated it to Logan who is responsible for replacing the unit. She promised a call back before 4pm on 31 January 2023. I have not heard from Logan since then. The number, where I managed to reach her directly after the escalation, keeps on ringing without answer. I've been calling 3 x per day, no answer. I left 5 messages on the answering machine - still no response.

If this is the after sales service you get from a product - stay away! I will never support Defy again.

I have, for 10 months, been trying to get two stove panels and a warming drawer front for a Defy ceran top stove. The parts that were delivered after a 4 month wait were marked and damaged, thus returned.
The parts are bought and paid for!
I have sent 3 three emails to Defy regarding this and I have yet to receive even an acknowledgement of my emails.

PLEASE COULD YOU ANSWER ME. I INTEND BUYING NEW APPLIANCES AND NEED TO KNOW WHOSE OFFICE I CAN DUMP THESE!

From: Bastiaan Heilbron

Sent: Thursday, 26 January 2023 19:21

To: [protected]@game.co.za; [protected]@defy.co.za; [protected]@cgso.org.za

Cc: [protected]@defy.co.za; Ian ; [protected]@game.co.za

Subject: RE: defy and game service

Hi

How are you?

This email pertains to Games service and Defys products.

I purchased the Defy Slimline 600 FMA E (stove, hob and extractor) on 22/10/2019 from Game Pavilion.

The Game representative then persuaded me to take the extended warranty.

The internal walls of the oven have over time expanded outward, which means that the grills fall off when any weight is applied. Therefore the oven cannot be used for what it is intended for (cooking).

• On 13/01/2023, I attempted to contact Game and eventually got through after the 5th call, and logged the complaint.

• On 17/01/2023, after receiving no feedback or follow-up from Game, I drove to the store to actually speak to someone. The Game representative called the Extended warranty contact person (ref. 1584317). The representative handed me the phone to talk to the contact person, of whom tried to convince me that we “overloaded” the grill. We have been using ovens for quite some time now and have never had this issue before. Food must be getting heavier or Defys quality has deteriorated over the past few years. I was then told that this problem is not under warranty. I was then told that she will report the fault and provided me with the reference number.

To date, I have received no feedback or response from Game or Defy.

Would it be possible to receive some form of customer service or would it be preferred for me to drop off all 3 units at Game Pavilion or Defy’s sales office?

I hope to hear from you soon.

Kind regards,

Bas