Complaint about poor after-sales service – Defy

Complaint about poor after-sales service – Defy: In 2013, I bought a new Defy gas and electric stove from Koppers Bloemfontein. I chose Defy because the dealer recommended it as a very good brand.

On 27 May 2025, I contacted the Bloemfontein agency to service the stove and to repair the oven clock and the igniter of one of the gas plates. They referred me to their central customer service.

I phoned them and they gave me a reference number: ***. They informed me that I would be contacted within 3 working days so that a date and time could be arranged.

On 2 June, I phoned again, since nobody had contacted me yet. Once again, they promised that someone would call me. On 3 June, the agents in Bloemfontein contacted me and asked for the model number of the stove. I provided it to them.

On 23 June, I enquired again and was told that they were still waiting for the parts. When I followed up on 23 July, Mandy from the Bloemfontein agency informed me that the matter had been closed because there were no longer parts available for the stove.

She also told me that I was supposed to buy a new stove every 8 years.

I then phoned the Bloemfontein service department and expressed my dissatisfaction. The person there asked me to send photos of the stove and the plate. He then told me that he could see the stove still looks almost new. He promised to arrange for their service provider in Kimberley to contact me. Up to this day, nobody has contacted me.

Considering the price of this stove, it is shocking that it supposedly needs to be replaced every 8 years. Defy’s after-sales service is extremely poor, and I will not recommend anyone to buy any product with this name.