2ND COMPLAINT

SEE ANOTHER COMPLAINT WITH REGARDS TO OUR PREVIOUS COMPLAINTS. I WANT A NEW STOVE, NO MORE EXCUSES. WHERE DO YOUR PARTS COME FROM ????????

Good afternoon I am so Sorry for not responding to your emails. I have spoken to Defy about this.. according to the call taker unfortunately they didn’t have any gas items technician on duty for the past 4 weeks. Now I am being told that someone will be attending to this matter between Thursday and Friday . They will contact you before they come.

Kindest Regards, Busi Mkhwa**** Service Agent _______________________________________________________________________________ Telephone: *** e-mail: *** 441 Voortrekker Road , Brakpan. 1541 Company Reg: *** Vat Number: ***

From: *** <***> Sent: Tuesday, July 20, 2021 11:36 AM To: 'Ishmael Mosweu' <***> Cc: 'Gladys Malebye' <***>; Service <***>; Service <***> Subject: RE: GAS STOVE - *** Importance: High

Dear Sir/Madam,

May I please get a response to my emails below. I understand that its not part of your customer service to respond to emails but I need to know what is happening.

Yours faithfully Cindy Tolmay (Secretary) 106 Webber Road, Cnr 2nd Avenue, Lambton, GERMISTON PO Box 944 Germiston, 1400 Docex 10, Germiston Email: *** Tel: *** Fax: ***

The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorised. If you are not the intended recipient, any disclosure, copying or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be ********. Please contact the sender immediately if you received this message in error.

From: *** <***> Sent: Friday, 09 July 2021 1:06 PM To: 'Ishmael Mosweu' <***> Subject: FW: GAS STOVE - ***

Dear Ishmael,

Another week as passed no phone call received or response to my email ?

Yours faithfully Cindy Tolmay (Secretary) 106 Webber Road, Cnr 2nd Avenue, Lambton, GERMISTON PO Box 944 Germiston, 1400 Docex 10, Germiston Email: *** Tel: *** Fax: ***

The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorised. If you are not the intended recipient, any disclosure, copying or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be ********. Please contact the sender immediately if you received this message in error.

From: *** <***> Sent: Friday, 02 July 2021 11:59 AM To: 'Ishmael Mosweu' <***> Subject: RE: GAS STOVE - ***

Good Morning Ishmael,

I would just like to inform you, that nobody from defy have contacted me yet. I did receive a sms but that’s all.

Yours faithfully Cindy Tolmay (Secretary) 106 Webber Road, Cnr 2nd Avenue, Lambton, GERMISTON PO Box 944 Germiston, 1400 Docex 10, Germiston Email: *** Tel: *** Fax: ***

The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorised. If you are not the intended recipient, any disclosure, copying or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be ********. Please contact the sender immediately if you received this message in error.

From: Ishmael Mosweu <***> Sent: Tuesday, 29 June 2021 9:08 AM To: *** Subject: RE: GAS STOVE - ***

Good morning

Service call is booked and the reference number is ***, I have referred your mail to the regional manager regarding the exchange request.

Regards Ishmael Mosweu | Service Controller-Call Centre | Midrand-South Africa| Defy Appliances (PTY) LTD 127 15th road , Randtjies Park , Midrand,South Africa Office: 086 100 DEFY(3339)

Sensitivity: Public From: *** <***> Sent: Monday, June 28, 2021 4:01 PM To: Ishmael Mosweu <***> Subject: FW: GAS STOVE - *** Importance: High

From: *** <***> Sent: Monday, 28 June 2021 3:56 PM To: 'Service' <***>; 'Gladys Malebye' <***>; '***' <***> Subject: RE: GAS STOVE - *** Importance: High

Dear Sir,

We confirm that your technician attended our home on the 23rd of June 2021. Please note that the igniter is not working again.

I think that you should replace the stove as I don’t want you to come out every 10 days to fix the stove. Cleary this stove is not 100%.

Your response and assistance will be highly appreciated.

From: *** <***> Sent: Wednesday, 26 May 2021 8:05 AM To: 'Service' <***>; 'Gladys Malebye' <***>; '***' <***> Subject: RE: GAS STOVE - *** Importance: High

Dear Sir/Madam,

We refer to our first email sent 15 April 2021, a month has past and still apparently waiting for a part. This is unacceptable and also unprofessional.

If this is the type of service Defy offers then I will never buy Defy again.

I need this to be sorted a.s.a.p.

Yours faithfully Cindy Tolmay (Secretary) 106 Webber Road, Cnr 2nd Avenue, Lambton, GERMISTON PO Box 944 Germiston, 1400 Docex 10, Germiston Email: *** Tel: *** Fax: ***

The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorised. If you are not the intended recipient, any disclosure, copying or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be ********. Please contact the sender immediately if you received this message in error.

From: Service <***> Sent: Thursday, 20 May 2021 4:59 PM To: *** Subject: RE: GAS STOVE

Morning Cindy I have escalated it with a Defy call taker and no response yet, so I will call you tomorrow with the feed back

Kindest Regards, Busi Mkhwa**** Service Agent _______________________________________________________________________________ Telephone: *** e-mail: *** 441 Voortrekker Road , Brakpan. 1541 Company Reg: *** Vat Number: ***

From: *** <***> Sent: Thursday, May 20, 2021 9:48 AM To: Service <***> Subject: RE: GAS STOVE

Good morning Busi,

Please note that nobody has contacted me as yet.

Yours faithfully Cindy Tolmay (Secretary) 106 Webber Road, Cnr 2nd Avenue, Lambton, GERMISTON PO Box 944 Germiston, 1400 Docex 10, Germiston Email: *** Tel: *** Fax: ***

The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorised. If you are not the intended recipient, any disclosure, copying or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be ********. Please contact the sender immediately if you received this message in error.

From: Service <***> Sent: Thursday, 13 May 2021 2:59 PM To: *** Subject: RE: GAS STOVE

Much better thank you dear ? Please let me know if nothing has happened by Wednesday . this has taken too long. Kindest Regards, Busi Mkhwa**** Service Agent _______________________________________________________________________________ Telephone: *** e-mail: *** 441 Voortrekker Road , Brakpan. 1541 Company Reg: *** Vat Number: *** From: *** <***> Sent: Thursday, May 13, 2021 2:57 PM To: Service <***> Subject: RE: GAS STOVE Thank you Busi, I hope you feel better and thank you for your assistance. Yours faithfully Cindy Tolmay (Secretary) 106 Webber Road, Cnr 2nd Avenue, Lambton, GERMISTON PO Box 944 Germiston, 1400 Docex 10, Germiston Email: *** Tel: *** Fax: *** The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorised. If you are not the intended recipient, any disclosure, copying or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be ********. Please contact the sender immediately if you received this message in error. From: Service <***> Sent: Thursday, 13 May 2021 2:53 PM To: *** Subject: RE: GAS STOVE Hi Cindy Sorry I was off sick on Monday /Tuesday and didn,t go through my emails. I just called Defy now and they have received spares and will be coming to you next week but they will call before sending someone out Kindest Regards, Busi Mkhwa**** Service Agent _______________________________________________________________________________ Telephone: *** e-mail: *** 441 Voortrekker Road , Brakpan. 1541 Company Reg: *** Vat Number: *** From: *** <***> Sent: Monday, May 10, 2021 9:39 AM To: 'Gladys Malebye' <***> Cc: Service <***> Subject: FW: GAS STOVE Importance: High Good Morning Gladys, Kindly advise when we can expect the technician to come and replace the part they had to order and wait for ? Yours faithfully Cindy Tolmay (Secretary) 106 Webber Road, Cnr 2nd Avenue, Lambton, GERMISTON PO Box 944 Germiston, 1400 Docex 10, Germiston Email: *** Tel: *** Fax: *** The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorised. If you are not the intended recipient, any disclosure, copying or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be ********. Please contact the sender immediately if you received this message in error. From: *** <***> Sent: Thursday, 15 April 2021 12:13 PM To: 'Gladys Malebye' <***> Cc: '***' <***>; '***' <***> Subject: RE: GAS STOVE Dear Gladys, It is ***. Yours faithfully Cindy Tolmay (Secretary) 106 Webber Road, Cnr 2nd Avenue, Lambton, GERMISTON PO Box 944 Germiston, 1400 Docex 10, Germiston Email: *** Tel: *** Fax: *** The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorised. If you are not the intended recipient, any disclosure, copying or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be ********. Please contact the sender immediately if you received this message in error. From: Gladys Malebye <***> Sent: Thursday, 15 April 2021 11:59 AM To: *** Cc: ***; *** Subject: RE: GAS STOVE Good day May I please have the job number? Regards Gladys Sensitivity: Public From: *** <***> Sent: Thursday, April 15, 2021 10:43 AM To: Service South Africa <***> Cc: ***; *** Subject: GAS STOVE Importance: High Dear Sir/Madam, We have purchased a Defy gas stove from Hoffmans in Brakpan, Gauteng (please note this complain is not against Hoffmans) We have a problem with the big burner and requested that somebody come and fix it. The Defy Technician (namely TK from Sandton Service Centre) phoned me on Saturday (10 April 2021) morning @10:32 am and asked whether we are home. I told him that we were in Boksburg but will be home in the next 30 -45 minutes then TK said its in order. TK phoned back @ 10:34am and advised that he will rather go and do a different job and will attend on Sunday @ 9am. Tk never pitched. After a almost a whole week’s phone calls, I received a call this morning from your Sandton Service Centre ***). Pumzile advised that TK told her that he has been phoning me and my phone was just ringing. I told her that he is lying and that she must ask him for proof. Pumzile then went on saying that the reason TK never pitch was because his phone was stuck under a client’s fridge and then when he wanted to go and fetch the phone, he was arrested. You don’t discuss your employee’s/personnel’s personal matters with complete strangers. I told Pumzile that TK is dishonest and I want a different technician, Phumzile advised that there is no other Defy gas tech in the East Rand. I also received a call from Mike (also from Sandton Service Centre), explaining the above. Told Mike that I will report and request from head office a different technician. I just want to say this is unacceptable. Yours faithfully Cindy Tolmay (Secretary) 106 Webber Road, Cnr 2nd Avenue, Lambton, GERMISTON PO Box 944 Germiston, 1400 Docex 10, Germiston Email: *** Tel: *** Fax: *** The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorised. If you are not the intended recipient, any disclosure, copying or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be ********. Please contact the sender immediately if you received this message in error.