Defy Hob Purchased from Builders Strubens Valley – Authorized Service Provider Closing Tickets Without Resolution

I am raising this concern directly with Defy regarding a brand-new Defy hob purchased from Builders Warehouse Strubens Valley on 18 November 2025, which has not functioned correctly since shortly after installation.

The defect was reported on 26 November 2025, as the hob does not reach its expected maximum heating level, resulting in significantly prolonged cooking times.

Multiple technician visits have been arranged through Defy’s authorized service provider, Aster Sapphire Electronics Repair Centre. Unfortunately, the technical assessments conducted have not resulted in a proper resolution.

During the first visit, technicians disconnected internal wiring while checking the serial number, causing an additional fault where one plate stopped functioning. Although this was later corrected, the original heating issue remains unresolved.

During a subsequent visit on 9 February 2026, the technicians stated that the hob was “working as expected.” However, they were unable to provide any measurable data such as operating temperature or heat output of the large plate on setting 6. When asked why the plate was not reaching a visibly bright red state — as expected and previously experienced with a replacement unit — no technical explanation or supporting test results were provided. The defect was neither properly assessed nor resolved.

It is concerning that service tickets are being closed despite the original complaint remaining unresolved. This has resulted in repeated visits, ongoing inconvenience, and unnecessary back-and-forth for a brand-new appliance.

I am requesting direct intervention from Defy to ensure that: • A proper technical assessment is conducted with measurable testing • The defect is repaired correctly, or • The unit is replaced if it does not meet expected performance standards

I trust Defy will ensure that its authorized service provider conducts a thorough and professional assessment so this matter can finally be resolved.