DS
David S
1 reviews | Active since Dec 2025
17 Dec 2025, 12:25
Bad Service overall and the product. - DEFY
I was a firm believer that DEFY is a top brand. I bought a HOB 60 cm. After about 11 months, one of the plates was not working. Reported to Defy, and after quite a struggle, they got their technicians out (outsourced - Electracorp Bethlehem). And only temporarily repaired the HOB. After about 2 months of asking to finalise the repair of the plate, the glass cracked as well, possibly due to the temporary repair. DEFY informed us that the warranty does not cover this (although we have a 2-year warranty). I requested them to send a technician to at least assess, but even that was refused, so their warranties, after-sales service, and repair strategy are non-existent. So, think twice before you buy DEFY.
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Replies (2)
Defy Appliances's replyOfficial
17 Dec 2025, 15:53Good day David,
Thank you for your message and for bringing this matter to our attention. We sincerely apologise for the inconvenience and frustration caused.
Following a review of the information available, we would like to clarify that, in line with the Defy warranty terms and conditions, fragile components such as glass and ceran tops are excluded from warranty coverage. This includes damage caused by usage, cleaning, heat or external impact.
We understand that this is not the outcome you were hoping for and regret the disappointment this may cause. Should you require assistance with obtaining a replacement glass for this model, we will gladly assist with pricing and availability through an authorised service centre.
Please do not hesitate to contact us should you require further assistance.
Warm regards,
Defy Customer Care
Defy Customer Care
Defy Appliances's reply17 Dec 2025, 15:53
Official
Good day David,
Thank you for your message and for bringing this matter to our attention. We sincerely apologise for the inconvenience and frustration caused.
Following a review of the information available, we would like to clarify that, in line with the Defy warranty terms and conditions, fragile components such as glass and ceran tops are excluded from warranty coverage. This includes damage caused by usage, cleaning, heat or external impact.
We understand that this is not the outcome you were hoping for and regret the disappointment this may cause. Should you require assistance with obtaining a replacement glass for this model, we will gladly assist with pricing and availability through an authorised service centre.
Please do not hesitate to contact us should you require further assistance.
Warm regards,
Defy Customer Care
Defy Customer Care
DS
David S's updateReviewer Update
17 Dec 2025, 17:18Dear Defy
Thank you for your feedback.
However, it has only further highlighted the disappointing reality of your service. Your response has, unfortunately, confirmed my concerns about the poor quality of both your product and the after-sales support that accompanies it.
However, it has only further highlighted the disappointing reality of your service. Your response has, unfortunately, confirmed my concerns about the poor quality of both your product and the after-sales support that accompanies it.
It's impressive how you managed to completely sidestep the very issues I raised, effectively ignoring the core of the problems I’ve been experiencing. As for your outsourced technicians, well, they seem to live up to the expectations set by your response – clearly, the problems I’ve described were not just figments of my imagination, as it seems they didn’t address a single one of them.
At this point, it's obvious that assessing product quality and providing effective customer support are not priorities for your company. What’s most disappointing is that, instead of offering solutions or taking responsibility, your focus seems to be on deflecting the issues entirely.
I’m sure you’ll agree that this approach is a shining example of how not to handle customer complaints. Unfortunately, it is not only frustrating, but frankly, it’s a rather poor reflection of your brand’s commitment to customer satisfaction.
I hope you will strive to do better.
Regards
I hope you will strive to do better.
Regards
DS
David S's update17 Dec 2025, 17:18
Reviewer Update
Dear Defy
Thank you for your feedback.
However, it has only further highlighted the disappointing reality of your service. Your response has, unfortunately, confirmed my concerns about the poor quality of both your product and the after-sales support that accompanies it.
However, it has only further highlighted the disappointing reality of your service. Your response has, unfortunately, confirmed my concerns about the poor quality of both your product and the after-sales support that accompanies it.
It's impressive how you managed to completely sidestep the very issues I raised, effectively ignoring the core of the problems I’ve been experiencing. As for your outsourced technicians, well, they seem to live up to the expectations set by your response – clearly, the problems I’ve described were not just figments of my imagination, as it seems they didn’t address a single one of them.
At this point, it's obvious that assessing product quality and providing effective customer support are not priorities for your company. What’s most disappointing is that, instead of offering solutions or taking responsibility, your focus seems to be on deflecting the issues entirely.
I’m sure you’ll agree that this approach is a shining example of how not to handle customer complaints. Unfortunately, it is not only frustrating, but frankly, it’s a rather poor reflection of your brand’s commitment to customer satisfaction.
I hope you will strive to do better.
Regards
I hope you will strive to do better.
Regards