Defy: Bad Service and product

I bought on 18/3/2017 a Defy DTL144/145 8kg Top Loader Automatic Washing maching at Game, Woodlands, Pretoria for R3399. Approx 6 months later - the plastic programming buttons started lifting. Approx 3 months ago, my machine stopped working, with an E8 code. I called Customer Service - who told me I had to log a technician to come out to fix this error. I asked a friend, who helped me to clear the filter. Then my machine worked again - It would have been nice if someone at Defy could have just asked me whether I have checked this. I logged the call last week for a technician to come and look at my programming buttons, whilst my machine is still under warrantee. How life would have it, the day before the technician came out, my machine just stopped spinning altogether. The technician told me he had car trouble, and cant come out. I demanded service on the day, so another colleague, called Percy, came out to my house on Tuesday 26 June at 4pm. He said he cant do anything on my machine, since he is helping a fellow colleague out and this wasn't really his job. Nevertheless, he tested my machine and said the shocks went, and they will need to replace them. He said that they had to order them, they will let me know when they have them. I asked him about my programming screen, he said its cosmetic. I am very, very sorry, but it is not cosmetic. This is the programming dial that lifted within 6 months of buying this machine, is not acceptable. Neither is the shocks of my machine going within a year and a half. I have been waiting for service for a week now. I call Defy every day to find out when this is scheduled, what I can expect. All they can tell me its for today. Not whether they have the parts, not whether the technician is coming out, and absolutely no feedback on the programming screen. I have called Defy Pretoria Friday and today, and none of these days I was able to speak to someone that could give me proper feedback. I called the Defy Service line, the consultant there only could tell me that "a job is for today". He has no other information whatsoever.

I am really, truly very frustrated and disappointed in this machine. I told the technician that kindly just write off the machine, give my money back and I will go purchase another. I truly have no joy out of this washing machine anymore, neither from the service of Defy. I was told when I bought the machine, that I should choose Defy, since parts are easily ordered and serviced within South Africa. I sure did not think that I would have to replace so many things on my machine less than 2 years old. I have had a Defy Tumble Drier for over 15 years, so I believed in the product. I am really very dissatisfied, and very unhappy about the lack of service I am receiving. My biggest irritation is the fact that the first reason I actually called out a technician has not been discussed, or given a solution whatsoever.

I demand my money back please, as I will put this case to rest now and just move on with my life. I am a single mother, I need my machine for my kids' clothes especially here in winter, and I really would just like to move on, having to spend more money on another machine, which would hopefully just do the job it was created to.

I truly, urgently await your response in this matter.

Kind Regards Idelle Du Toit ********** **********