Appalling service from Defy. Faulty appliances and second rate parts.

Absolutely pathetic service from defy technicians. Lies and false promises regarding faults, parts and services. Rude call center agents. No follow up from service techs and no communication. I caution anyone considering a defy fridge/freezer against it.

Purchased a defy fridge/freezer 21 September 2016. The appliance worked well in the beginning but was always extremely noisy. In December 2017 the fridge and freezer stopped working and a fault was logged. The technician attending said the fan and motor in the freezer was faulty and the part would be ordered as it was not in stock. I was assured by the service manager, Eddy, that it would take a week for the part to arrive and it would be replaced a few days thereafter. Despite repeated calls and enquiries this did not happen. The technician assigned to the job, Jeremy, made numerous appointments over a period of two months which were not kept. The part was only replaced on the 10th of February 2018. During this time (from 21 December to 10 Feb i.e 51 days) the fridge/freezer did not work.

Days later the noises started again. I wrote it off thinking it was “normal”. On the 10th of May 2018 the Fridge began getting warm. Another fault was logged. The technician came out on the 12th of May and found the same fan to be broken once again and the motor to be faulty. Still no communication from the service team and nobody can advise on time frames.

The fridge is clearly in need of replacement. The low quality parts keep breaking and the user is inconvenienced. No value for money.