Defy - 7 weeks, 4 calls, 2 online requests and 2 emails later and still no service.

Defy - you have been a massive let down and I will never buy a Defy product again.

- We first logged an online service request with Defy (under my husband's name) on 22 April. Our washing machine had broken, roughly a year into its 2 year warranty. - The following day a Defy representative called to confirm our address but didn't give any further information. - On 26 April a Defy technician called my husband to say he was one his way to our house. Given that my husband and I both work an hour from home and nobody had called to set up a time with us in advance, my husband informed him that we couldn't meet him then. My husband explained the problem and the technician said that it sounded like an easy fix, that he would order a new part and then come later to replace it. He gave my husband a WhatsApp number to which he asked my husband to WhatsApp the machine's serial number. When my husband tried, it didn't work. He also tried calling it but the number constantly went to voicemail. - From this point we heard absolutely nothing more from Defy. My husband has called into the call centre twice to get service and was told each time that someone would call him soon. The second time my husband called in he said that no-one called us back previously and he wanted a number that he could call to reach someone that could help us directly. The agent refused and said it was against policy. - After more silence from Defy I called in a few weeks ago to follow up. Once again the agent said someone would call us. I gave my number as well and urged that it had been a month of trying to get hold of Defy to get this sorted and we were always told someone would call us back with no results. She simply said someone would call us and did not offer further help. My husband and I both kept our phones on us for the next few days - nothing. - The day after calling in I logged another service request for this online to see whether I would have more luck. A Defy rep emailed me about it on 29 May (5 weeks after we first logged this request) and after I rep****, I once again heard nothing. - On 3 June I emailed the rep to say that this was the worst customer service I have ever experienced and that I would be posting about it on social media to warn potential Defy customers. I asked for someone from Defy to call my husband or I urgently - this has not happened. The agent did reply via email (he was the only Defy representative that has been even moderately helpful) and cc'd what I can only presume is a subcontractor, Liptronics, to ask them to attend to our query. - It is now 10 June and we have heard nothing further from Liptronics or Defy.

Defy - I don't like complaining about companies on social media, but after 7 weeks we are getting pretty desperate. We have been taking our washing to a laundromat at our own cost - the closest one being a 1.5 hour return trip away.

Even if you have subcontracted your repair services to someone else, you offered a warranty on your products and you continue to let us down. I really hope people read this and buy another brand so they avoid this experience.