Bad Products

I am extremely disappointed with the poor quality and after-sales service regarding two Defy fridges I purchased, both of which are still under guarantee.

After reporting the faults through the store where I bought the appliances, a technician was assigned to inspect the fridges. During the first visit, the technician advised that one fridge had a faulty sensor unit and that parts would need to be replaced. He then opened the fridge in my presence, cleaned certain components, and afterward the fridge appeared to work again. He informed me to report the matter should the issue continue.

Unfortunately, only a few days later, the same fridge became faulty again. I logged another complaint, and a second technician was sent out to inspect both units. This technician informed me that one fridge should be written off entirely and further stated that the sensor units on that specific Defy model are a common problem. He even recommended that I request a replacement fridge of a different model altogether.

To my shock, I later discovered that the first technician had closed the service call and reported that the damages were allegedly caused by me, which is completely false and unacceptable.

I immediately contacted the store where the appliances were purchased, and even they are struggling to get clarity and proper feedback from Defy. To make matters worse, a replacement fridge was scheduled for delivery on Monday and then again on Tuesday, but nobody arrived and no communication was provided.

At this stage, I am left sitting without proper answers while dealing with faulty products and extremely poor customer service. The quality standard of these appliances has been very disappointing.

What makes this even more frustrating is that almost all my household appliances are Defy products. However, after this experience, I am seriously considering switching to other brands such as Samsung or Bosch, as Defy has completely lost my confidence as a customer. Mr Burton Brown

I sincerely hope Defy resolves this matter urgently and professionally.