Defy - getting worse amd worse

I am back once again

After my last review I wrote, I had some feedback but it's getting back from bad to worse.

Firstly ********** communication.

A technician was sent out to have a look at my machine, couldn't find a fault, watched the video I showed and agreed it wasn't right. Said he would have a look at replacing the machine. Next thing we know the security at our gate contacts that a defy technician is there, to repair the machine (blindly repairing after a fault couldn't be found?) with no prior arrangement made, my partner and I are both at work and can't just leave work and drop everything

This happened three times, where the technician just pitched up with no arrangement.

Finally after dealing with the contact centre and the technician, we agreed to a date, and the technician came.

The technician couldn't find anything wrong, to which we put a load of washing in, and the error occurred in front of the technian and he saw what we meant.

The technician had changed the harness and still we are experiencing major issues. The technician took a couple of videos of the issues and forwarded the videos to us as well so we have proof, and made a promise that he would present this back at the office(this was also written on the job card to refer to videos, to which my partner signed)

The machine sounds like a boeing and making a knocking sound which will make a blacksmith sound like elevator music. The technician told is he will let the office know and that we should wait to get feedback from them.

A day or two has passed where we got a mail saying our issue has been resolveed and ticket is closed.

Our issue is still not fixed.

After the mail, we phoned on 2nd of September and the matter was allegedly escalated to head office. No word whatsoever.

We phoned today to do a follow up, and as we are speaking to the latest contact centre agent it becomes apparent that nothing had been escalated, our case was still 'resolved' I was given a different contact number and told to speak to a manager by the name of Eddie, i phoned 3 times. The first time reception put me through until i disconnected Second time same Third time i could hear the receptionist pick up the receiver and drop my call. And here we are with another bad review to Defy

To date Riaan(the first technician) had replaced the PC board and Motor 1,5months later the machine is doing the same. Frank came out and couldn't find the fault was suppose to enquire about a replacement Moses had replaced the harness and some key, taken videos of the issues still apparent after all the replacements.

I am done with constantly having to take off work to 'fix' a machine that is now costing way more than is worth, constantly having to chase after defy to get half answers, alleged escelations. I have been requesting a replacement since my machine has started the same problem within 2 months of the original repair

It is now struggling to hold weight, sounds as if the drum is completely loose, rattling and banging against all sides. I have video proof of all the issues and have personally recorded all calls between myself and defy

How much longer do I have to go through this? We want a solution to our issue. We want to resolve the issue directly with Defy without going to the ombudsman. We've given ample opportunity to fix the machine, however the machine is defective and we just want a replacement. The amount of parts replaced and fees on technian surely has surpassed the cost of the machine