Bad Service

I contacted Defy Service Centre *** to order a part for my Defy DGS602 stove which was damaged by builders working at my property. I received a reply from Phindile giving the authorised repairer details below;

Defy Authorised Service Centre Tygervalley, Phone: *** / ***

Defy Authorised Service Centre Parklands, Cape Town (CMA Appliances) Phone: Clint Ascott ***

After lots of frustration in getting the part ordered and then not receiving any feedback, I sent the complaint email below on 6 October to *** (rep**** to Phindile at the same email address mentioned above). The email lays out the timeline and difficulties encountered. I am not including the *attachments mentioned in the email.

Email sent 6 October: <<I am extremely unhappy about the poor service received from Defy since my email to you on 21 September.

The Parklands agent Clint did not answer the phone and did not return my call after I left a voicemail on 26 September at 10h03.

I contacted the Service agent in Tygervalley who, after two reminder phone calls, eventually sent a quote for the part required *as per the supp**** photograph. Please see the *attached quote and you will see that the arithmetic is incorrect. R1271.70 plus R273.44 VAT does not total R2097.25. After pointing out this error, I received a revised quote with the correct total.

I rep**** and asked on 26 September for the part to be ordered. After enquiring again on 29 September, I was told that the part had not arrived, and it would be followed up. Since then, I have had no further response.

Kindly escalate this complaint to senior management and I would like a satisfactory response before close of business today.>> There has been NO RESPONSE to this email.

I was finally notified on 10 October by *** of ReachdIn Projects PTY (Ltd) that the part arrived. An appointment was made to fit the part on Tuesday 17 October. We waited the whole day, and nobody arrived. When I followed up on 18 October, I was told that they forgot. The work was then re-scheduled for 19 October. Later the same day (18 October) I received another email asking if they can rather come on Saturday 21 October. This was not possible, and I asked them to stick to the rescheduled and confirmed appointment for 19 October.

The fact that the Service Department at Defy Head Office have not attended to my complaint is unacceptable. The lack of service received from both local service agents is also unacceptable. I will never again buy a Defy product and will actively advise others not to.

I don't expect to receive a response to my complaint, but it will be spread on social media platforms to warn others to avoid the brand.