TC
Tanya C
1 reviews | Active since Jul 2023
01 Jul 2023, 17:27
Bad response times, service levels and warranty expectations
Good day, we've bought a defy washing machine a few years back - on the machine is a huge sticker that states the motor is under a 10 year warranty. A few weeks back, the washing machine stopped working as expected and we had someone out that confirmed the pc motor board has to be replaced. We've contacted defy with the details of the original purchase as requested, however: - they take VERY long to respond thus service levels are poor; - they keep asking for information already sent; and - after a follow up for a reply after more than a week they responded to say that the machine is no longer in warranty and asking to send someone out for a fee to check even though we've already informed them that there was someone and they confirmed the problem
I'm thus very unsatisfied with the turnaround time as well as the fact that the sticker is there to confirm the warranty on the motor and then they say it is out of warranty - can someone please explain?
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Replies (3)0
Replies (3)
Defy Appliances's replyOfficial
03 Jul 2023, 16:08Good Day, Tanya.
We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns.
Firstly, we would like to clarify that the 10-year warranty mentioned on the sticker pertains specifically to the inverter motor of your washing machine. This means that any issues arising from the motor would be covered under this extended warranty. However, it's important to note that the overall product warranty for your washing machine is for a period of 2-3 years (depending on the washing machine type and warranty period), which, as you have mentioned, has unfortunately lapsed.
Regarding the delays in our response and the request for information already provided, we sincerely apologize for the inconvenience caused. We understand the frustration you may have experienced due to this. Our team is committed to providing efficient and timely customer service, and we regret any shortcomings in this instance.
Please be advised that since the overall warranty for your washing machine has expired, a call-out fee is applicable for any repairs or further inspections. This fee helps cover the cost of sending a technician to your location and evaluating the appliance. Should you decide to proceed with the repair, Our representative will provide you with all the necessary details regarding the fee & assist in booking the service call.
Once again, we apologize for the inconvenience you have faced, and we are committed to resolving this matter to your satisfaction. If you have any further questions or concerns, please don't hesitate to contact us directly. We value you as a customer and appreciate your feedback.
Warm Regards,
Customer Care Team
Defy Appliances (Pty) Ltd
www.defy.co.za
#DefySA #ArtofLiving
We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns.
Firstly, we would like to clarify that the 10-year warranty mentioned on the sticker pertains specifically to the inverter motor of your washing machine. This means that any issues arising from the motor would be covered under this extended warranty. However, it's important to note that the overall product warranty for your washing machine is for a period of 2-3 years (depending on the washing machine type and warranty period), which, as you have mentioned, has unfortunately lapsed.
Regarding the delays in our response and the request for information already provided, we sincerely apologize for the inconvenience caused. We understand the frustration you may have experienced due to this. Our team is committed to providing efficient and timely customer service, and we regret any shortcomings in this instance.
Please be advised that since the overall warranty for your washing machine has expired, a call-out fee is applicable for any repairs or further inspections. This fee helps cover the cost of sending a technician to your location and evaluating the appliance. Should you decide to proceed with the repair, Our representative will provide you with all the necessary details regarding the fee & assist in booking the service call.
Once again, we apologize for the inconvenience you have faced, and we are committed to resolving this matter to your satisfaction. If you have any further questions or concerns, please don't hesitate to contact us directly. We value you as a customer and appreciate your feedback.
Warm Regards,
Customer Care Team
Defy Appliances (Pty) Ltd
www.defy.co.za
#DefySA #ArtofLiving
Defy Appliances's reply03 Jul 2023, 16:08
Official
Good Day, Tanya.
We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns.
Firstly, we would like to clarify that the 10-year warranty mentioned on the sticker pertains specifically to the inverter motor of your washing machine. This means that any issues arising from the motor would be covered under this extended warranty. However, it's important to note that the overall product warranty for your washing machine is for a period of 2-3 years (depending on the washing machine type and warranty period), which, as you have mentioned, has unfortunately lapsed.
Regarding the delays in our response and the request for information already provided, we sincerely apologize for the inconvenience caused. We understand the frustration you may have experienced due to this. Our team is committed to providing efficient and timely customer service, and we regret any shortcomings in this instance.
Please be advised that since the overall warranty for your washing machine has expired, a call-out fee is applicable for any repairs or further inspections. This fee helps cover the cost of sending a technician to your location and evaluating the appliance. Should you decide to proceed with the repair, Our representative will provide you with all the necessary details regarding the fee & assist in booking the service call.
Once again, we apologize for the inconvenience you have faced, and we are committed to resolving this matter to your satisfaction. If you have any further questions or concerns, please don't hesitate to contact us directly. We value you as a customer and appreciate your feedback.
Warm Regards,
Customer Care Team
Defy Appliances (Pty) Ltd
www.defy.co.za
#DefySA #ArtofLiving
We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns.
Firstly, we would like to clarify that the 10-year warranty mentioned on the sticker pertains specifically to the inverter motor of your washing machine. This means that any issues arising from the motor would be covered under this extended warranty. However, it's important to note that the overall product warranty for your washing machine is for a period of 2-3 years (depending on the washing machine type and warranty period), which, as you have mentioned, has unfortunately lapsed.
Regarding the delays in our response and the request for information already provided, we sincerely apologize for the inconvenience caused. We understand the frustration you may have experienced due to this. Our team is committed to providing efficient and timely customer service, and we regret any shortcomings in this instance.
Please be advised that since the overall warranty for your washing machine has expired, a call-out fee is applicable for any repairs or further inspections. This fee helps cover the cost of sending a technician to your location and evaluating the appliance. Should you decide to proceed with the repair, Our representative will provide you with all the necessary details regarding the fee & assist in booking the service call.
Once again, we apologize for the inconvenience you have faced, and we are committed to resolving this matter to your satisfaction. If you have any further questions or concerns, please don't hesitate to contact us directly. We value you as a customer and appreciate your feedback.
Warm Regards,
Customer Care Team
Defy Appliances (Pty) Ltd
www.defy.co.za
#DefySA #ArtofLiving
TC
Tanya C's updateReviewer Update
03 Jul 2023, 16:50Good day,
Thank you very much for the reply.
As per my original review - we already had a reputable person / company come out (which I’ve paid for) that confirmed that the motor pc board needs replacement.
Thus, my motor is still under warranty and the problem is with the motor - how do I go about to fix it under the warranty?
Thank you very much for the reply.
As per my original review - we already had a reputable person / company come out (which I’ve paid for) that confirmed that the motor pc board needs replacement.
Thus, my motor is still under warranty and the problem is with the motor - how do I go about to fix it under the warranty?
TC
Tanya C's update03 Jul 2023, 16:50
Reviewer Update
Good day,
Thank you very much for the reply.
As per my original review - we already had a reputable person / company come out (which I’ve paid for) that confirmed that the motor pc board needs replacement.
Thus, my motor is still under warranty and the problem is with the motor - how do I go about to fix it under the warranty?
Thank you very much for the reply.
As per my original review - we already had a reputable person / company come out (which I’ve paid for) that confirmed that the motor pc board needs replacement.
Thus, my motor is still under warranty and the problem is with the motor - how do I go about to fix it under the warranty?
Defy Appliances's replyOfficial
04 Jul 2023, 14:11Hi, Tanya.
We have asked our Service Team to get in touch for further clarification.
Warm Regards,
Customer Care Team
Defy Appliances (Pty) Ltd
www.defy.co.za
#DefySA #ArtofLiving
We have asked our Service Team to get in touch for further clarification.
Warm Regards,
Customer Care Team
Defy Appliances (Pty) Ltd
www.defy.co.za
#DefySA #ArtofLiving
Defy Appliances's reply04 Jul 2023, 14:11
Official
Hi, Tanya.
We have asked our Service Team to get in touch for further clarification.
Warm Regards,
Customer Care Team
Defy Appliances (Pty) Ltd
www.defy.co.za
#DefySA #ArtofLiving
We have asked our Service Team to get in touch for further clarification.
Warm Regards,
Customer Care Team
Defy Appliances (Pty) Ltd
www.defy.co.za
#DefySA #ArtofLiving