Defy Appliances / Defy South Africa
Reviews and Complaints

Good day, I have ordered a thermo fan for my gas stove with electric oven from the Bloemfontein Defy branch about 4 weeks ago. I frequently follow up with phone calls on the order progress but with only promises they will get back to me.
I am really not happy with this branch way of handing orders.
Defy GDS 183

Herewith my conversation with the Field Service Manager Cape Town.

My email to him:
On request, I had to have the fridge taken apart to get to the origin of the rusty dust issue and what a horrendous surprise - the images speak for itself. Unfortunately insurance companies do not cover rust issues.

I did some investigation and it seems to me I am not the only one having this rusty dust issue - according to the technical support staff, it is a known issue. I visited hellopeter.com and what I can gather is that Defy is sort of "running" away from this problem. I also notice for this particular model DFD446/447 there is no stock available (according to Defy's website), perhaps it was taken from the market due to the issues mentioned.

I had to purchase a new fridge (non-Defy) and this brings me to a point, what are we going to do about it? Will Defy be prepared to cover my loss or do we have to negotiate on this. I reckon it is a grave issue to advertise and sell a product with known problems and hold the public ransom to purchase another fridge, or that hopefully the insurance companies will replace the product.

My previous fridge lasted about two years with the gas leaking into the side walls and was not repairable. Fortunately Defy replaced that fridge with the current one which according to the look of it, it is also a problematic product. Within the second year the fridge started leaking water at the door and the customer service recommendation was not to connect the fridge via an extension cord, which it was. We connected the fridge to a proper wall socket, but the problem persisted. Now we know it was due to a rust dust clogged drain pipe outlet nozzle.

As a comparison between imported products versus locally made, I still have a working Defy fridge/freezer that was purchased in 1995, albeit made in India.

His response (Christopher Tomlinson):
The information provided to our call center indicated that your fridge is out of warranty and Defy cannot assist any further than providing a report for your insurance purposes.

Had the unit been in warranty we would be able to assist with a positive solution.

Should you still wish to utilize a Defy repairer, you can log a call via our service call center on [protected] but please note that normal service charges will apply for any repairs requested.

MY CONCLUSION
If Defy knows about the defect, why do they sell the product. I cannot believe that a fridge will last only 2 to 3 years and then has to be replaced. From the attached images one can see that the evaporator is of a very poor quality.

I need a technical answer why the evaporator started to rust within the first two years. Then I will take it further either to refund me or exchange the fridge with another one.

See attached images:

I am having a problem with the technicians fixing my defy oven.. It has been more than a week since the first time I phoned them but they haven't pitched up yet.. I phoned them for the third time already in this past week to get my oven fixed.. The server's lady keep on making excuses...
Defy tafelberg furniture tokai
Ref:1353987 (complaint ref)
[protected]

I purchased a Defy Gas Electric Stove on the 13/10/2020 online from Makro. Was delivered on the 15/10/2020. 2 Screws was missing at the back and the oven wasn't working. I logged a call with Makro and with Defy. A technician came out 20/10/2020. Oven goes on but the light is not working. I have paid a lot of money for this unit. I have contacted Makro again this morning requesting for the unit to be replaced. I don't want this to be fixed as it's been faulty from day one! I was advised that Defy will have to make that call. I don't want any technicians to come out - I want this unit to be collected and replaced. I am well within my rights to request this. Please see to it that this matter is resolved asap!

Good morning,

I bought a dishwasher on special from Pick 'n Pay Kolennade Retail Park a couple of months ago as it was on special.

I was very excited about the product even though I knew I would not be able to use it for a time. But wanted to buy it as I am gathering all my household needs as I had money to do so.

However, now, it turns out, if I place regular size plates in the dishwasher the nozzle that covers the bottom tray with water is too low and therefore clashes with regular size plates... How did you design a product and sell it and it can't commit to the most basic functions of a dishwasher? Wash my dinner plates?

Please get back to me in this regard, it would be highly appreciated.

Regards,

Lelani Louw
[protected]

I sent the washing machine to Defy Authorised Repair Centre in Springfield (Durban) on 20 July 2020. The issue with the machine was a knocking noise when operating, but it was in a working order. I paid R250 for diagnostics and I was advised that the repairs will be 2 to 3 days. Days went by and no response from Defy. I followed up weeks later and I was told they're still waiting for a motor which seems to be a problem with the machine. On 12 August 2020, the motor still had not arrived and therefore the machine was at their workshop. I asked if I could collect the machine and carry on to use it until the part arrives and I was advised by Vikesh that I can collect and use the machine. Collected the machine, connected it up and the machine was not working anymore, obviously after they opened it up for diagnostics. The most frustrating part is that I have never received any phone call from Defy notifying about the status of the order. Every time I phone I'm getting told, over and over again, that they're waiting for the part (motor). Nobody has an indication of when will the motor arrive and I have been sitting without the machine from 20 July 2020. This is very inconvenient and frustrating at the same time.

We purchased the dishwaher 25 March 2017, on Saturday 29th August 2020 I walked into a flooded kitchen. On inspection my Husband established the Seam at the back of the Dishwasher that forms part of the cabinet had burst. I called Defy SA and they refereed me to a Defy Agent in Pietermaritzburg. the agent came out and confirmed there was a defect that is unknown in the cabinet causing the seam to burst, they had never seen this ever before and suggested I refer it back to DEfY as it could be a manufacturing defect. I called Defy today 1st September 2020. because it is out of warranty they were not interested and said technican must Quote on a new cabinet. based that this knowledge that the defect has never been seen before, surely Defy would investigate the cause. beside my cupboards have also been water damaged. which is even more money to have repaired. just shattered that they wont even look into the problem, which is clearly not the norm. any advise to handle this further.

defy c 367. I bought a solar fridge-freezer on the 07/12/2018. I started having problems with the above on the.
1.) 06/05/2019 when I called cleopatra ref (1100728) she told me
the electrician will come in the following 5 days. the electrician only came on the
03/06/2019 job (c 796260) put in compressor, computer box, rod copper, rod silver, gas.
2.) 24/09/2019 reported the fridge again by rebogile ref (1175528)
3.) 14/10/2019 I called again.
electrician came 21/10/2019 job (c803761) put in new compressor, gas, copper rod
4.) 22/10/2019, fridge still eating the batterys and running 24/7. I called judith.
5.) 01/11/2019 called loyed ref. (1195036)
6.) 08/11/2019 I calle again.
12/11/2019 job (c 803784) electrician put in gas.
7.) 18/11/2019 I called lekolo ref. (1203188)
8.) 06/01/2020 I called loyed
9.) 23/01/2020 I I called tim
04/03/2020 job (837512) replaced thermostat, reduce gas,
10.) 12/03/2020 the fridge freezer running 24/7 not switching off.
11) 29/06/2020 I called again.
12.) 29/06/2020 I sent a mail.
defy called back and said they will sent out someone...
13.) 06/07/2020 I called again, ref (1300786)
14.) 18/08/2020 I called again. ndonduso will call me back? i'm still waiting...

I want my money back

Good day

Im really disappointed in the service im receving from defy.

My dishwasher stop working over 3 weeks ago. First it was such a mission just to get hold of makro to lodge a complaint.

So last week the guy came out to have a look at the dishwasher and he left. Not even telling us what the problem is.
Till today I havent received a call from him/defy to let me know what is happening. My partner had to phone in and was promised he would get a call back... Guess what not one single person phoned. I phoned in today for a follow up, I was on hold for over 30min. Just to be told they not sure when the part will arrive. I dont understand why I have to phone in every time this is poor customer service. I also dont understand why there is no parts available.

In fact my dishwasher is only 6 months old and its broken already, it just tells me this product is not as good as I was told when I went to buy it.

Please can you guys come and collect this piece of crap and arrange a refund I can not deal with this any longer.
I do not trust this brand. Cause once this is fix what else is going to go, I really cant wait 3 weeks every time for a part. Or an update.

Im very disappointed in this whole situation!

My ref no 131 71 72
Cell [protected]
Email [protected]@gmail.com

On 17/07 I logged a email with Macro Cares, as the automatic Defy washing machine was purchased through Macro, still under manufacturers guarantee. Warranty barcode: [protected]
18/07 I received a automated reply acknowledgement.
20/7 Received an email from Edwina Smith from Macro Cares with a reference number (881600) that query was directed to her for attention and she escalated the matter to the stores for further attention.
22/07 I send another email to Edwina to advice her that I had not received a response from the store.
25/7 I spoke to a lady at Macro Cares who told me she will generate a service call and gave me another reference number (892674)
29/7 Received a message to say my Job no is (1312999) and has been allocated to the nearest DEFY service center and to contact [protected] should I have any queries.
3/8 I phoned the number and spoke to Terence Mthembo who emailed a copy of a job card no (894844) the address captured on this was incorrect so I immediately emailed him back to inform him of this and and his email reply was this is just work jargon system group, technicians will contact me and tract the correct address.

Since this, I have not heard of anyone and my problem is still not sorted and my machine still standing. This is totally unacceptable, all correspondence was initiated by me, all follow ups was done by me, I feel I have now exhausted all measures of communication to get my washing machine fixed.

Can you please advice of what I need to do about this please?

Hi Team

I called into Defy on Monday the 20 July at 08:00 to request for a technician to come and fix my oven, bearing in mind that my oven was fixed last year by Defy and has the very same problem now.

I was told that a technician has been allocated to my request and that he would call me during the co**** of the week.
By Wednesday I had not heard from anyone and followed up with Defy and was told to expect Joseph to come to my home by Friday.
On Friday morning I called again to check if Joseph was still coming and it was confirmed that he would be coming at 17:00 which was really inconsiderate knowing that I would sit all day unable to use my oven, nevertheless I waited patiently.

By 17:30 Joseph had not pitched nor contacted me and I called Defy again and spoke to a lady consultant who promised to get ahold of the technician and also gave me her word to call me back for feedback.

By 18:30 no call was received from Joseph nor the consultant from Defy, I guess she conveniently forgot about me.

It's Friday evening I will now have to wait until Monday to find someone to assist, meaning that I will not be able to use my oven for the entire weekend.
This is frustrating and completely disappointing from Defy.
My call number: ********** has been ignored from Monday the 20th to date Friday the 24th. During such hard times I found myself wasting resources I do not have to call Defy and after 4 to 5 follow ups, Defy did not once return my call for feedback.

On Fri 26 June I took my microwave to the service department for repairs, service was quick and efficient. Two weeks went by no response, I phoned only to find out that they could not find the model on their system and could not fix it. I researched and did job for them, I found correct model and only now they are fixing. At a very expensive costs.

On 17 November 2017 I purchased a Defy Dish Washer from Hyperama Mayville. I took out an extended guarantee which will expire in
2023
On 3 June 2020 I phoned them and asked them to arrange with Defy to send somebody to fix my dishwasher
On 9 June Hyperama's Insurance company send me a SMS with a reference number to assure me that the complaint was logged.
Friday 19 June I phoned Hyperama again, where I was told that they get no joy from Defy, and suggested I file a complaint with Defy.
Please arrange for a technician to come out and fix my dishwasher, as it is almost one month that I battle to have it fixed
Claim number [protected]

Last year August i called to report that my Defy fridge freezer side is not freezing up anymore. i am still under warranty. a tech came to look at the problem and said it was the computer box he will order one a replace it, never saw him again. I called again another tech came and said it is the element and he will order one. never saw him again. i called there office spoke to a Manager who said he will sort it out. never heard from him again. My warranty will expire in April this year. My Meat as gone off because of this, 2 of the freezer draw broker because only the bottom side freeze.

I logged a service call early in December. It took 15 calls of following up from myself just to get the tech out to my home in January. Then a part needed to be ordered. Again, no feedback from either the tech or Defy. I eventually received a date the tech would be out. He was more concerned with me paying than he was the time it had taken for him to come out and the repair of my dishwasher. Once he repaired the issue I tested the dishwasher. It was working except that now it would not open after he had left. I phone him to tell him to return but he refused and said he would come the next day. He then advised that the mechanism was broken. This was not the case before he had handled the machine and now he wants to charge me for the part to repair what he broke. I refuse and I want this sorted out with more urgency than it has been.

The fridge was sealed ok, when opening the box and then opening the fridge we found that the fridge had some damages on the upper door and also the drawers inside the bottom door are also falling apart, we then took a video and contacted Russells furniture, the feedback we received was that they have a logged an issue with Defy and that the technician from Defy will come and fix the damages to the fridge.

Russells order number is [protected]

Delivery Address 222 Segwagwa str
Moretele view
Mamelodi West
0122

I only bought Defy Fridge because I wanted quality, I wanted something that will last long for my daughter.

But what I got from the box is not what I expected from Defy, seriously Defy needs to tell me what is this exactly, how come they packed this damaged fridge into the box for their customer?

I attached the video that was taken by my daughter just after opening the box and getting shocked finding the fridge damaged like this.

I will be paying for 24 months starting from the end of the month I do not think that this will be a pleasant journey for me, please resolve this issue for me as soon as possible because I do not want to escalate this matter further.

Yours Faithfully
Nelisiwe Mtshali
[protected]

Good Day,
I've reported my Defy F790 Fridge/Freezer to Makro Wonderboom on 18/12/2019 at 10h00. The Freezer side stop working and is making a hell of a noise. They did lock a call. Job number 1217925. The Technician was scheduled for Friday 20/12/2019 08H00. Nobody pitched up. After 3 calls to the Call Centre, the technician phoned me in the afternoon and said he will be on site late afternoon. Still up to now Saturday 08h45 nobody pitched up or even phoned me. I did explained to all that I'm going on leave ( Western Cape) on Saturday and can't leave unless the product is fixed. This morning I phoned the Call Centre only to find that they are not working on Saturdays.
I'm highly upset on the poor after sales maintenance. The product is not cheap and one expect better from Defy. If they don't fixed it on the latest Monday the 23rd of December 2019, I will take it further and you can take the product back and refund us.

On Saturday, 15th December 2019- 11 am, I called defy to request repair services for a technician as the fridge stopped working. the fridge is still under warranty- the administrator Elias, said that the technician would call back to set up the appointment. We received absolutely NO response to this call until Tuesday, 17th December at 4pm, by the administrator to follow up! Even after having called numerous times to find out about the technician.
To which i advised that we already sorted our problem out, NO THANKS TO DEFY!
I then received a call on Wednesday, 18th December, 11:30 am from the technician to set up an appointment.
Absolutely pathetic service. If i hadn't found another resource to fix the fridge, everything would've gone off! No sense of urgency, Unacceptable!

I have recently logged another complaint 3 times. No communication from Defy. My child is currently sick and I need to keep the meds in the fridge that has just decided not to work again. Over the past 3 years I cannot even recount the amount of times the fridge has been faulty. You are welcome to recall it all on my cellphone number. My child has been sick for over 2 weeks so I haven't had the opportunity to baby Defy by calling them every other day and now this. I need this matter addressed urgently. How can the same fridge have the same problems over and over, it gets sent for repairs then it's long after being "fixed" it breaks again, obviously there's something wrong or there's something wrong with my logic. Awaiting your response.