AVOIDANCE DEFY APPLIANCES - BAD SERVICE

We bought a Defy double door fridge from Macro in August. It was Delivered on the 26 August 2024. No dolly to bring it in so they dropped it on the back end.......

We had it for about 2 weeks, in the beginning it made a slight noise, we thought nothing of it as we have never had a new fridge before and thought it was normal. then it started getting louder. One night the noise was so loud it sounded as if there was a tractor in our kitchen, we had to switch off the fridge.

We phoned Macro and they said that they will log a call and send a technician from out from Defy. BUT What we were told by a guy named Kevin and a old lady in the electronics section told us that if there is anything wrong with the fridge, they will replace it.

The technician came out from Defy Lucky and some other dude. First tried telling us they see nothing wrong. Opened the back fiddled a bit told is that it was a rubber stopper at the back, the once that come with the fridge to stop it from standing flush with the wall was the problem, removed it and left. A night later it made the same load tractor noise, and I recorded it, my husband sent it to Luckly. I have attached the noise it was making as well.

He came back. This time opened our deepfreeze, unpacked it and told us to boil the kettle. He opened something at the bottom of the deepfreeze poured the boiling water in there saying they are defrosting the deepfreeze. Closed it up and left, the noise stopped.

Now we see there is a huge crack in the deepfreeze on the inside of the freezer ( not sure how long it has been there as you do not go in there often ), we saw this yesterday. I phoned them now and get told they going to do nothing about it as it is customer negligence. It is their policy......... I see it as their policy is to do the customers in. I think for the money we paid it should be exchanged and not told it is our fault that there is a crack. Please see picture attached and tell me if this is our fault, we made the crack?

So, we paid R12'000 for a " new fridge " that made a noise and is now cracked and Macro said sorry not our problem!! I honestly think this is disgusting service from their side and feel that Defy is also just saying sorry as that is what the technician Luckly said to us, also said in a whapp " we better hope it is making that noise when he gets there''. If we were told the truth when we bought this white elephant, we would have gone somewhere else. This fridge has given us nothing but trouble from day one and we have been given the run around.

To add to this the doors and not lever either and we were told they do not know why. It must be from the stuff that is in the door? The doors were like that when we took the box off?

We feel between Macro and Defy they just do not want to deal with this situation, and we must just sit back and take it. I am sorry but we wont. This is a brand-new fridge and feel something needs to be done as we saved a long time for it and cannot afford a new one.

I have sent 3 follow up email to the support team and no response as yet!!! seems like they also avoiding us. Phoning them to speak to Thato their manager is just as impossible!!!

The Lucky dude from Defy came out, took photos of the crack. Dismissed me like I was not even standing there.

We are not dropping this at all. We will keep pushing till we get this fridge freezer replaced.