Defy Appliances / Defy South Africa
Reviews and Complaints

My fridge is faulty and parts not working for 3 weeks now.
After a phone call, a technician call you 5 days later and only do a call out 4 days after that.
The technician confirm the parts to be replaced and order parts.
The technician comes back a week later, installs new parts but now a day later my fridge still has an error message.
Today is Friday, the earliest he can get here is next Monday.
Your service is absolutely nonexistent.

Good day,

I have called numerous times to report an issue on a NEW fridge that was delivered to my unit in Ballito Hills Estate, that was damaged while trying to get the fridge up the stairs. There are dents all over this brand new fridge and so I would like it to be replaced urgently. The gentleman that I spoke to said that it was probably the delivery company that damaged it, but I would like for you to arrange with them OR yourselves to get this sorted urgently.

I have new tenants living in this unit and they will have to take time off work to ensure they can open the unit upon exchanging. The male on the phone at Defy seemed very helpful but I have never heard anything back from him again?

Please revert back to me urgently so that we can get this issue rectified.

My contact number is [protected] and my case number is either #1500949 or #[protected]

Kind Regards,
Tristan.

I have spent all my airtime in calling your branch in 5A Marconi Rd, Montague Gardens, Cape Town, 7441 and made an appointment with your technician yesterday to please call me with regard to my Defy Petite Chef Multi Function Therm o Fan oven that I have had problems with for quite some time

29 April 2021, call logged at Defy, oven not heating properly. Ref 1454330. Technician came out and armed with a screwdriver, pliers and a thermostat, he "tested" the oven. He said oven needs a new thermostat and door seals. used his pliers to bend the door, scrathing the paint. Ordered parts and returned 8 June, replaced parts. Now gas smell bad when using oven. 11 June new call logged, 1474211. Never heard from Defy again. Phoned twice to follow up, no feedback. Must I blow up my house first, before Defy will respond?

The fridge is very loud and the door does not close (it opens a little bit by itself). A job card was created and a technician comes out and orders spares. You wait more than 3 weeks for the spares with no word from Defy. Once you call for the 3rd or 4th time requestinf answers you are told the matter is escalated to management and that they will call you, which never happens. You receive an email stating a technician received the parts and will do the repairs that afternoon. The technicians arrived abd worked for more than an hour on the fridge, replacing the compressor and the door seal. The door now does not close at all. He then fits the old seal again and leave. The door still does not close properly and the compressor are now running 24/7. This means it does not cool down. The compressor is also still loud. You send an email explaining the problem, no reply. You phone and are told the matter wil again be escalated to management as a matter of urgency. They will call you back. No surprise this does not happen. You phone again and explain you need to speak to a person with authority. After being on hold for a long period you are told you will be put through to the superviser only for the line to be engaged and then dropped. You decide to call back and ask to talk to the supervisor only to be told they are all in a meeting. Now I ask what kind of customer service is this? My answer: It is totally ridiculous and unacceptable.

the water dispenser level on the front door of my fridge broke months ago, when it broke I phoned Defy they told me that their call out fee is R630.00 and that they are only avail mon to fri ..then I told myself I will get it fixed while I was on leave in July /august ..the 19/20th July I phoned the call centre on [protected] and log my issue (I tell them im on leave they are free to come in but they need to call the day before to make arrangements as I need to be home and to let them into the complex) ..the 23rd I get a call the tech is on his way, I said no man I asked that you guys contact me the day before as I need to make arrangements, I mean really is my leave to be spent with me sitting at home, waiting on your tech to contact me ? the tech then contacts me back and says that Defy will contact me with a rechuled date ..a week and a half passes and no word from Defy ..I then contact them and they tell me that the job number is closed ..Now im highly irritated cause why was I told that they would contact me when I needed to contact them ? now its the week before the 9th aug public holiday, im getting married the Friday and I only have two days spare for Defy, or do you rather think I should reschedule my wedding to suit the techs schedule ? cause the two days that I tell the call centre I got open for that week, no one contacts me but rather on the day that im not available ..At this stage I do not understand why every effort isn't made to keep an irate customer happy so that Defy can maintain good relations ? Is this a free service Im asking for ? No im paying darn it all ...The next week is a public holiday and the week after I start work again so no longer available weekdays . The tech rocks up finally on Friday 13th aug and he doesn't have the part ...he then orders a part rocks up the following sat morning and its the wrong part leaves the wrong part on my fridge which incurs a mess when someone else thinking my fridge is sorted, tries to use ...then I must remind the tech a week and a half later that my fridge is still not fixed to tell me that they have ordered the part its arriving the next week ...then sat past I let him know that im not available he says he would come back on the sunday, but he didn't and now my messages are not going through ...Im really cheesed off that it is taking this long for my fridge to be fixed and no one from Defy even bothers to contact me and then im still supposed to pay for such bad service ? I would like answers and results and after all this time ..am I still expected to pay ? Cause when the tech came out to me he knew he didn't even have the part with him to fix my fridge as I had sent him the serial and model number the eve before ...my contact number is [protected] my name is Ingrid Adams

The belt on my Defy air bubble technology model DTL 137 washing machine has broken. I have been referred to numerous agents of Defy but not one of them has stock of this belt and they cannot tell me when they will have stock.
surely such an important everyday item should be able to be sourced from a different supplier/manufacturer. Can Defy South Africa Advise on alternative parts suppliers as my washing machine cannot be used because of the unavailability of a belt.

My fridge is over freezing, it is still under warrantee. defy has send out (3) THREE technicians IN ONE MONTH every time they come and replace the the thermo stud, it is as clear as daylight the problem is elsewhere. i have call the cape town service branch in montague gardens 7 times in one week spoke to the manager and the told me Kathleen will contact me. i tried serval time in one day to get hold of her and still she does not return my calls. they want to send another technician out THE FORTH ONE IN A MONTH, this is LOCK DOWN they keep sending strange people in my house trying to fix the fridge touching my food and fridge on the inside. can they not settle this problem once and for all. Mr Smith

Hi i am very saddened by your product. My wife and I purchased this microwave and it is beginning to rust on the inside and also on the door aperture. And we don't even have it for that long and we dont live near the beach or any area that could increase risk of rust..

This double door DEFY fridge / freezer was purchased from Game in Bela Bela on 19/02/2020. Game Order No. 513G182107190220123032.
On 13/08/2021 at 15h04 I called [protected] to request a warranty repair. The problem is the deep freeze section is operating correctly. The top half does not freeze whereas the lower section is a bit colder. I was given ref: No. [protected] by "Lufuno".
By the 18/08/2021 I called [protected] at 15h20 and spoke to "Phindile". Gave her the Ref. No. 1502416 and told her I had heard NOTHING from DEFY. She referred to her computer with the reference number and said "she or someone would call me back within TWO hours". I asked her if I would receive the that call on the 13/08/2021 and she said yes I should!
As of today 20/08/2021 16h10 I am still waiting for a call! I also asked her for a reference number for my follow up call and she said it would be the same as the original reference number.
To say the least this NOT good service in fact it is VERY POOR.
May I ask that this matter receives URGENT attention and I look forward to receiving a call advising me when a suitably qualified technician will be sent out to repair this problem.
Regards
Doug Herold
Cell: [protected]

Please can you come and collect your product and refund us our money. No after sale service and have been waiting for feedback over a month. Washing machine not even 6 months old.

I am including photos of my Defy Fridge Freezer rusting on the inside that i am worried that this will total damage my unit i have another fridge with not any rust please advice me what i have to do
Regards
WillieKruger

Good day Defy.

I bought this Defy freezer/fridge - model K60302 on 15 July 2021.

It was the last one in store and was standing on display. We transport the freezer/fridge to my house with a LDV without any wrapping as it was on display. After off loading I let it stand over night before switching the power on. Since the power was switch on the cooling system doesn't work as it should be. On level 4 of 5 it does not freeze the food in the fridge compartment and the freezer is barely cold.

I did log a fault with Defy on Monday 19 July 2021. I already phone three time to follow up on the fault - 1491066 without any success.
Al what the customer services told me is that they can't reached the technician and leave a message for him.

Please action urgent as this is unacceptable and I need the freezer/fridge so my food doesn't spoil.

Kind regards
Peet Fourie.

My name is Leonie Rootshtain.

In September 2019, I bought a Defy Stove - a gas top and an electric oven. It is a DGS162A - it is stainless steel.
On the 23rd June, while we were cooking, the outer glass of the oven exploded all over the kitchen. There was glass in every corner of the kitchen.. By sheer good luck, my husband, who was in the kitchen, was not hurt. This should never happen. It is a dangerous fault and a very frightening one.
I logged a service call with Defy, who said we are liable, not only for the call out fee, but for the repair.
The Reference is 1479830
I believe Defy should replace the stove free of charge.
This was a hazardous and unsafe accident that could have caused a serious injury.
I have used Defy all my life and I am alarmed that a make I have always relied on is a potential disaster.
I spoke to Mr Albas who referred me to someone from Defy. They are replacing the door. This is not okay. We think the problem is in the wiring and I want a new stove. This problem may be in the actual model.
I am requesting a new stove to replace this mess today.
Sincerely
Leonie Rootshtain
[protected]

I purchased the 327l nature light fridge on the 11.04.21. The item was delivered on the 13.04.21. On the 14.04.21 I lodged a fault on the item (reference no - 1445538) a technician came out on the 16.04.21 and advised that the door switch was faulty and a replacement will be requested. A few days later I noticed that all my contents was freezing. I lodged a second fault and the same technician came out and confirmed that the unit was over freezing and requested a replacement. The reference no. Was changed to 1455322 and replacement was authorised. To date I have not received a single call advising me of the situation. I call on a regular basis only to be told that head office is dealing with the store to arrange the replacement. This is extremely poor service from an international company. I have been forced to throwaway hundreds of Rands worth of food as I do not have another fridge. Finally after two months my fridge was delivered this afternoon on the 10.06.21.

To my extreme disappointment this unit looked second hand. The following was noticed - see attached photos

1. Fridge was fully assembled i.e. all trays in place unlike when I purchased the 1st time.
2. Scratches noted in the inside back
3. Freezer fan was dirty
4. Silver tape on the top right hand corner on the back of the fridge
5. Wine rack missing
6. Clear tape at the bottom of the fridge
7. Blue tape holding the glass racks were twisted or loose - signs it was re-taped
8. Product details sticker in the fridge - not clear

I was expecting a brand new fridge as I was told that the item was out of stock and new ones are being manufactured hence the delay. I am surprised that an international company would give this sort of service and even have the nerve to put a quality inspection sticker.

I immediately called a person named Logan and she advised that she was unable to assist me and would call me back tomorrow. I than called the call centre on [protected] and spoke to Simone who noted my complain and said that I can "whats app" the photos to the same number. I did exactly only to receive the following message

To log a service request, please go to https://www.defy.co.za/request-service/?ma=6#form
or call 086100DEFY between 8am at 4:30pm
2021/06/10, 15:50 - Defy: Our Whatsapp service desk is currently closed.
To log a service request, please go to https://www.defy.co.za/request-service/?ma=6#form
or call 086100DEFY between 8am at 4:30pm
The manger named Eduard Knuist does not answer or return calls neither does he reply to my emails.
Please help!

On 21st of May 2018 my parents bought a Defy stove - model 621 DSS 494 from Makro in Strubensvalley. From the beginning the oven did not close properly - losing heat. On 23 August 2018 the first Defy technician was sent out - the problem continued and since it's been an ongoing process with technicians arriving, trying to solve the problem - 7 Sept 2018, 11 Sept 2019, 22 January 2020, 27 Feb 2020 (job no's can be provided). During this process the thermostat has been replaced and the oven adjusted several times by the Defy technicians. However the problem persisted.
After lockdown, another company (Bergens appliances) was contacted to assist. After various attempts to fix the ovendoor - amongst others replacing the hinges - the conclusion was made that it cannot be repaired and this problem was considered to be a manufacturing fault. We have a written confirmation of this. The oven heats up and as the temperature rises, the oven door pushes open to the extent that one can see the light inside.

I bought a defy chest freezer and the hinge was loose. Defy took about 2 weeks to replace the hinge. When they replaced the hinge they never put it properly in such a way the lid was not closing completely. I called them and explained to them my problem. They said they will send out a technician. I request the technician be sent before 11am as I will not be at home later on. He calls me at 11 30 am and says he is 10minutes away. 10 minutes later he calls me and asks me for my address which I had already given. He was extremely rude. I called the call center twice and the only thing I get is we are sorry. That's all. Very pathetic service. I am very disappointed

Defydouble door fridge model number G10715NE
Stopped working and we got out a technician

We spent 3000 rands on the fridge technician ..replacing the motor . And then we found out the cooling fan is not running properly only to find out the fan is a Panasonic cooling fan Fdqv24ca2 model number ..and now the fridge is not working as we now have to get a defy fan..

We bought this fridge from Hi Fi Corporation, how can they sell a Defy fridge with a panasonic part ..
Now we checking the compressor as well ..to see whether its a defy product ..and the compressor says its Jiaxipera (ns1121y)

Please assist us ..we without a Fridge and now we need to purchase a new fan cause it does not work with the defy motor ..

Thanking you
Charmelle Peffer

[protected]
[protected]@gmail.com

Bought a machine from makro. 1 month later it stopped working. After lots of calls and stess i got a technician to come out yesterday. He identified the problem. I requested tye machine be replaced as it was only one month old. I spent many calls trying to get hold of the service manager to no avail. He cuts my calls. His name is Lucus. Totally incompetent. In all this the machine has not been in use fir 3 weeks.

I purchased a Defy DMF470 freezer on 2021-06-13. It was delivered yesterday. This freezer does not have any "feet"/castor wheels on the right hand side. So you cannot adjust anything to stabilise the freezer. It wobbles and also the steel plate it has on that side will damage your tiles if you move this to clean underneath. Makro tells me they have had numerous clients complain about the same thing and have relayed the problem to Defy but has had no resolution to the problem. (However, they keep selling it.)
According to them this is how it is supposed to be.

Defy sends you from one end to the other and the "manager" you are supposed to speak to is just not available. I have not even managed to get a reference number.
Lee-Anne du Plessis cell: [protected]