Defy Fridge Not Cooling

Defy dispatched a technician to inspect the fridge (for the fourth time).

The first time, the technician refilled the gas. This fridge is not even a year old for it to be out of gas.

The second one refilled the gas again and installed some piped and welded other things.

The third time they refilled the gas AGAIN and not sure what else they were doing. Switching it on and off.

The fourth time they just looked at it and made notes and made me sign.

The technician stated that the water accumulating underneath is due to a condensation issue. Additionally, they explained that the fridge is making noise because it has been repaired multiple times, mentioning that this is expected when, in their exact words, "many hands touch/fix the fridge." No explanation was given for the top part not cooling.

They documented these findings and indicated that they would escalate the notes to Defy for a possible replacement or refund. However, I later received confirmation that the job card was marked as completed. When I contacted Defy for clarification, I was informed that the technician reported the fridge as functioning properly.

Since I was present when the technician took notes, I requested a transcript of those notes. However, the customer service agent, Gugu, was unable to provide them and instead stated that another technician would need to be sent out and read whatever notes was on the system.

As a woman living alone, I am increasingly uncomfortable with multiple technicians visiting my home. This would be the fifth visit where technicians take notes, yet I am never given access to those records, and the fridge continues to malfunction.

I am formally requesting a refund or an exchange. I will not permit additional technicians into my home unless they are coming to collect the fridge. If my request cannot be accommodated, please provide a detailed explanation along with all related transcripts.

The information you have on system does not at all correlate with the actual situation of the fridge. The data which visit were done, does not correspond with when it actually happened. Either the data is being captured incorrectly or the technicians don’t submit the correct information.