DEFY APPLIANCES * YOU WON 1ST PLACE FOR POOR SERVICE*

Good day, We bought a fridge/freezer side by side from Solly's Discount funiture & appliances on 06 September 2017. During April 2018 we noticed that the unit is making a terrible noise. We struggled to get through to Defy for a couple of days. Finally we managed to launched a complain. After a week or so the technicians came out to check the unit. They said its normal noise and I'm imagining the noise. It really sound like a generator. So we left it, because we are supposedly crazy! We went on holiday from the 8th of July 2018. My daughter went home to check on everything. When opening the door, she smelled something bad. Checking around she noticed the freezer was not working, needless to say, the bad odor came from all the meat gone off. We got back on Wednesday morning 25 July 2018, and launched another complain with Defy. I requested the operator to kindly let them phone me prior coming out, as we are not home during the day. I also told them that it is an urgent matter, as I'm sitting without a freezer now. This morning I phoned again to find out what's happening. The lady told me that they'll contact me before coming out, but it will be during the course of the day. They phoned me 12:50 and said they're at my house but nobody's home. I told them we'll be there at 13:15.. They could not wait for us!!! They said they'll phone again at 14:00, 14:30 we phoned them, they said we can go home and wait there for them. So my husband went home and waited. They did not open the unit or nothing, just told him it is the 3rd problem like this. Apparently it is the fan that's faulty, they will have to order parts. It will take +/- 2 weeks, but they'll see us once they have stock on the parts. I was not happy with this at all. So I phoned Defy, the lady said she can not give me their contact detail. So I googled it. The service manager, Danny, at Defy Hermanstad Pta, has NO customer care s****s at all. I told him I don't want the item repaired , I want a new unit or refund. According to him it won't happen. I phone Defy on ********** again and spoke to Ismail. Explaining the whole story to him. He told me that it all depends on the report and if stock on parts is available or not, but only Danny can make the call if the item will be repaired or replaced. Ismail at least tried to assist and said he'll follow up on this matter and keep me informed. I will never buy Defy again. Rather pay a little extra for Samsung or LG and have peace of mind. BOO TO DEFY!!!! NUMBER 1 FOR POOR SERVICE!!!!