Defy Appliances and After Sales Service

I purchased a Defy stove and the crazy installation fee in December 2018 from Carnival Makro in Benoni for my elderly in laws, seeing that theirs became a hazard.

Just a month after the installation it was noted that the oven door is catching on the warmer door,I returned to the shop where I was informed that they will log a service call and that will take three working days it took two weeks.

The service team said they will have to report the problem to Defy. Week after the service call it was noted that one of the plate selector buttons is not switching off at the zero setting,but on the six.

I then lodged a complaint on Defy site and within reasonable time response was received an I was informed that a job was logged and that a service team will be dispatched.

Two weeks later I had to email the service department again and I was informed that the matter was referred to management,this was 18 March.

Today 28 March after following up again and being very clear that I am fed up with being ignored, I was informed that the matter needs to be taken up with the Defy rep at the store???

I asked why I was only informed now and that I want the contact details of the Defy rep and the agent I have been dealing with manager, no further correspondence received.

Seeing that the stove was installed by the preferred installer to gurantee the warranty of the product, I can not risk to disconnect the stove and take it back, and I am not going to pay another R650 for disconnection.This sounds more like a well worked out catch 22 from the supplier.

Now with all this time wasted, the money back guarantee has lapsed and now the stove plate does not even switch off.

Poor quality products and even worse after sales service.

My advice is avoid Massmart suppliers and Defy stoves.