DP
Driekie P
1 reviews | Active since Sept 2014
22 Jan 2026, 14:06
Damage Caused During Warranty Repair – Replacement Required | NCC Notified
I am extremely disappointed in Defy South Africa’s handling of a warranty claim. My tumble dryer is less than one year old and the motor failed. A Defy technician attended on 12 January and confirmed that the motor needed replacement. After long delays and poor communication, the motor was eventually replaced. However, the appliance was returned to me in a damaged condition: The casing and top panel are scratched and misaligned The frame of the unit is loose (I have video evidence) This damage was not present before the repair. I was present at home while the technician worked on the appliance. I even provided a towel for the technician to place underneath the tumble dryer when turning it, specifically to prevent damage. Despite this, the unit was damaged during the repair. I have sent a formal final demand to Defy, requesting a replacement tumble dryer in terms of the Consumer Protection Act (Section 56). I have attached photos and offered video evidence. No response has been received. We live on a farm, have no outdoor washing lines, and currently have two faulty Defy tumble dryers in the household. This situation has caused serious disruption, yet Defy continues to ignore my emails. At this stage, I have lost all confidence in this product and in Defy’s after-sales service. I am requesting intervention from Defy senior management and a full replacement of the damaged unit.
Helpful (0)
Replies (7)0
Replies (7)
Defy Appliances's replyOfficial
22 Jan 2026, 14:15Good day Driekie,
We apologise for the inconvenience you have experienced and the lack of prompt action to address the problem.
This is not the level of service we aim to provide, and we are committed to rectifying the situation to your satisfaction.
The service team will be in touch.
Warm Regards,
Warm Regards,
Defy Customer Care
Defy Appliances's reply22 Jan 2026, 14:15
Official
Good day Driekie,
We apologise for the inconvenience you have experienced and the lack of prompt action to address the problem.
This is not the level of service we aim to provide, and we are committed to rectifying the situation to your satisfaction.
The service team will be in touch.
Warm Regards,
Warm Regards,
Defy Customer Care
DP
Driekie P's updateReviewer Update
22 Jan 2026, 15:24Thank you for the response.
I have missed two calls from +***0 (Truecaller reflects this as Defy – Ismail Durban Technician). I attempted to return the calls, however the line rings briefly and then states that “the number you have dialled does not exist.”
We live in a poor reception area, which makes phone calls unreliable. For this reason, I request that all further communication be done via email.
Please contact me at: ***
I would also appreciate clear written confirmation of the proposed resolution, as this matter has already been ongoing for some time.
I look forward to your response.
I have missed two calls from +***0 (Truecaller reflects this as Defy – Ismail Durban Technician). I attempted to return the calls, however the line rings briefly and then states that “the number you have dialled does not exist.”
We live in a poor reception area, which makes phone calls unreliable. For this reason, I request that all further communication be done via email.
Please contact me at: ***
I would also appreciate clear written confirmation of the proposed resolution, as this matter has already been ongoing for some time.
I look forward to your response.
DP
Driekie P's update22 Jan 2026, 15:24
Reviewer Update
Thank you for the response.
I have missed two calls from +***0 (Truecaller reflects this as Defy – Ismail Durban Technician). I attempted to return the calls, however the line rings briefly and then states that “the number you have dialled does not exist.”
We live in a poor reception area, which makes phone calls unreliable. For this reason, I request that all further communication be done via email.
Please contact me at: ***
I would also appreciate clear written confirmation of the proposed resolution, as this matter has already been ongoing for some time.
I look forward to your response.
I have missed two calls from +***0 (Truecaller reflects this as Defy – Ismail Durban Technician). I attempted to return the calls, however the line rings briefly and then states that “the number you have dialled does not exist.”
We live in a poor reception area, which makes phone calls unreliable. For this reason, I request that all further communication be done via email.
Please contact me at: ***
I would also appreciate clear written confirmation of the proposed resolution, as this matter has already been ongoing for some time.
I look forward to your response.
DP
Driekie P's updateReviewer Update
22 Jan 2026, 15:59Good day,
I am responding to the email received from Khabo, in which I was requested to submit photos and videos of the fault for further escalation.
Unfortunately, this is not possible due to Defy’s own communication failures:
• All emails sent to Defy are being automatically blocked by Defy / Arçelik’s Microsoft 365 mail system, including emails with attachments.
• The Defy WhatsApp line ***) does not respond at all.
• Telephonic communication is unreliable due to poor reception in our area.
As a result, I am unable to send photos or videos through any channel provided by Defy, despite complying fully and attempting multiple times.
Defy is requesting information while simultaneously preventing customers from submitting it.
Given the ongoing delays, lack of effective communication, and the fact that the appliance is under warranty, I again formally request either a replacement tumble dryer or a full refund, as provided for under the Consumer Protection Act.
I request that Defy provide a functional written communication channel or confirm replacement without further delay.
Regards,
Driekie
I am responding to the email received from Khabo, in which I was requested to submit photos and videos of the fault for further escalation.
Unfortunately, this is not possible due to Defy’s own communication failures:
• All emails sent to Defy are being automatically blocked by Defy / Arçelik’s Microsoft 365 mail system, including emails with attachments.
• The Defy WhatsApp line ***) does not respond at all.
• Telephonic communication is unreliable due to poor reception in our area.
As a result, I am unable to send photos or videos through any channel provided by Defy, despite complying fully and attempting multiple times.
Defy is requesting information while simultaneously preventing customers from submitting it.
Given the ongoing delays, lack of effective communication, and the fact that the appliance is under warranty, I again formally request either a replacement tumble dryer or a full refund, as provided for under the Consumer Protection Act.
I request that Defy provide a functional written communication channel or confirm replacement without further delay.
Regards,
Driekie
DP
Driekie P's update22 Jan 2026, 15:59
Reviewer Update
Good day,
I am responding to the email received from Khabo, in which I was requested to submit photos and videos of the fault for further escalation.
Unfortunately, this is not possible due to Defy’s own communication failures:
• All emails sent to Defy are being automatically blocked by Defy / Arçelik’s Microsoft 365 mail system, including emails with attachments.
• The Defy WhatsApp line ***) does not respond at all.
• Telephonic communication is unreliable due to poor reception in our area.
As a result, I am unable to send photos or videos through any channel provided by Defy, despite complying fully and attempting multiple times.
Defy is requesting information while simultaneously preventing customers from submitting it.
Given the ongoing delays, lack of effective communication, and the fact that the appliance is under warranty, I again formally request either a replacement tumble dryer or a full refund, as provided for under the Consumer Protection Act.
I request that Defy provide a functional written communication channel or confirm replacement without further delay.
Regards,
Driekie
I am responding to the email received from Khabo, in which I was requested to submit photos and videos of the fault for further escalation.
Unfortunately, this is not possible due to Defy’s own communication failures:
• All emails sent to Defy are being automatically blocked by Defy / Arçelik’s Microsoft 365 mail system, including emails with attachments.
• The Defy WhatsApp line ***) does not respond at all.
• Telephonic communication is unreliable due to poor reception in our area.
As a result, I am unable to send photos or videos through any channel provided by Defy, despite complying fully and attempting multiple times.
Defy is requesting information while simultaneously preventing customers from submitting it.
Given the ongoing delays, lack of effective communication, and the fact that the appliance is under warranty, I again formally request either a replacement tumble dryer or a full refund, as provided for under the Consumer Protection Act.
I request that Defy provide a functional written communication channel or confirm replacement without further delay.
Regards,
Driekie
DP
Driekie P's updateReviewer Update
22 Jan 2026, 16:15I was able to send the photos and videos to Khabo via WhatsApp. I was advised that it was forwarded to the regional manager.
DP
Driekie P's update22 Jan 2026, 16:15
Reviewer Update
I was able to send the photos and videos to Khabo via WhatsApp. I was advised that it was forwarded to the regional manager.
DP
Driekie P's updateReviewer Update
22 Jan 2026, 16:25Thank you. I appreciate it 🙏🏻
DP
Driekie P's update22 Jan 2026, 16:25
Reviewer Update
Thank you. I appreciate it 🙏🏻
DP
Driekie P's updateReviewer Update
23 Jan 2026, 13:08Update and Appreciation – Resolution Achieved
I would like to thank Defy Customer Care for confirming that my exchange request (Work Order ***9) has been approved and for moving this matter forward.
I also appreciate the role that the HelloPeter platform plays in enabling constructive engagement and escalation when issues cannot be resolved through normal channels.
I look forward to the finalisation of the exchange process and trust that the remainder of this process will proceed smoothly.
Kind regards,
Driekie Pretorius
I would like to thank Defy Customer Care for confirming that my exchange request (Work Order ***9) has been approved and for moving this matter forward.
I also appreciate the role that the HelloPeter platform plays in enabling constructive engagement and escalation when issues cannot be resolved through normal channels.
I look forward to the finalisation of the exchange process and trust that the remainder of this process will proceed smoothly.
Kind regards,
Driekie Pretorius
DP
Driekie P's update23 Jan 2026, 13:08
Reviewer Update
Update and Appreciation – Resolution Achieved
I would like to thank Defy Customer Care for confirming that my exchange request (Work Order ***9) has been approved and for moving this matter forward.
I also appreciate the role that the HelloPeter platform plays in enabling constructive engagement and escalation when issues cannot be resolved through normal channels.
I look forward to the finalisation of the exchange process and trust that the remainder of this process will proceed smoothly.
Kind regards,
Driekie Pretorius
I would like to thank Defy Customer Care for confirming that my exchange request (Work Order ***9) has been approved and for moving this matter forward.
I also appreciate the role that the HelloPeter platform plays in enabling constructive engagement and escalation when issues cannot be resolved through normal channels.
I look forward to the finalisation of the exchange process and trust that the remainder of this process will proceed smoothly.
Kind regards,
Driekie Pretorius
Defy Appliances's replyOfficial
23 Jan 2026, 13:32Good day Driekie,
Thank you for your message and for taking the time to share your feedback.
We appreciate your acknowledgement and are pleased that the exchange request has been approved. Your patience and constructive engagement throughout the process are sincerely valued.
We will continue to ensure that the exchange is finalised as efficiently as possible.
Thank you once again for your understanding and for allowing us the opportunity to resolve this matter.
Warm Regards,
Defy Customer Care
Defy Customer Care
Defy Appliances's reply23 Jan 2026, 13:32
Official
Good day Driekie,
Thank you for your message and for taking the time to share your feedback.
We appreciate your acknowledgement and are pleased that the exchange request has been approved. Your patience and constructive engagement throughout the process are sincerely valued.
We will continue to ensure that the exchange is finalised as efficiently as possible.
Thank you once again for your understanding and for allowing us the opportunity to resolve this matter.
Warm Regards,
Defy Customer Care
Defy Customer Care