Defy After-Sales Service – Completely Unacceptable

We purchased a Defy oven and within just a few weeks it developed a fault and stopped working completely. This is already disappointing for a new appliance, but what has been far worse is the shocking after-sales service.

Trying to get hold of Defy was nearly impossible. After countless calls, we finally managed to get a technician out. He confirmed that the fan was faulty and assured us that we would be contacted the very next day to arrange a replacement.

That was now 3 weeks ago.

Since then, we have heard absolutely nothing. We have followed up repeatedly, made numerous calls, and each time we are told the issue has been “escalated” — yet no one ever contacts us back.

We have now gone through two long weekends without a working oven, completely unable to cook in our own home. This is beyond frustrating and entirely unacceptable, especially for a brand like Defy Appliances that claims to stand behind its products.

At this point, it feels like once they have your money, customer service simply disappears.

Consumers should not have to chase a company for weeks just to resolve a fault on a brand-new appliance.

We now formally request:

* Immediate replacement of the oven, and * Consideration of a complimentary replacement or upgraded unit in light of the inconvenience and poor service experienced.

Extremely disappointed. Would not recommend based on this experience.