DEFY fridge

This review serves to express my experience with a DEFY fridge (SBS F740/F790 refrigerator part number ***) purchased in Dec 2017/Jan 2018. It is now around 3 years and +- 5 months later. My wife and I are both doctors with long working hours and we have been blessed with 2 young children (one who was 3 months old in January 2021). In January 2021, the fridge stopped cooling appropriately and we realised this due to the foodstuff (milk most notably) going bad without warning. Once we realised that the fridge had stopped cooling adequately, e lodged a call with the department store which we had purchased the fridge from and DEFY themselves. This was where we first encountered issues, we had called the DEFY call centre and lodged a fault: 1 - they were unable to give us an appropriate time to schedule an assessment/ pickup. The sub-contractors were only able to tell us which day. In light of our jobs - I felt this was truly pathetic to say the least given the fact that meeting someone at home and co-ordinating care for my kids, I thought it was not an unfair expectation to expect someone to be able to give me a time so that we could plan appropriately. 2 - It took approximately 1 week for them to come and eventually and collect the fridge. Again, I thought this was pretty inadequate given that a fridge is an essential component in a home especially with young children.

Once it had been picked up, we received the fridge two days later that was working. However, up until today (19/05/2021) no feedback or report has been given to us regarding what was wrong or what was done - again, PATHETIC.

Yesterday(18/05/2021), the milk once again had gone off and the fridge does not feel like it is cooling properly. I have logged a call again with the department store where I bought the fridge (ref no. ***). My wife was called and told that someone will come out tomorrow to pick up the fridge - again they were unable to give us a time...and the DEFY rep was at the dept store when I called and advised us to follow process. I am waiting to see what occurs - however I have learnt my lesson... I will NEVER buy or recommend anyone buying a DEFY fridge again (I have a DEFY stove and that's worked well - just mentioning for balance) but frankly, I'm disappointed in the product and I'm even more appalled with their post purchase care. My comparison would be - if I do a procedure on someone; there's no way that it is legally or ethically acceptable for me not to tell someone what I found or did - they have that right over me. If I spend upwards of R10000 on a product, I expect someone to provide a quality product with solid warranty and post purchase service. in my view - DEFY has failed this test