Defy - Margate

I am expressing my extreme disappointment and frustration regarding the ongoing issues with my Defy washing machine, as well as the unacceptable level of customer service we have received. Our washing machine has been giving continuous problems for over a year, including while it was still under warranty. After numerous calls, follow-ups, and ongoing disputes with your service department, parts were eventually replaced. However, only six months later, the machine is once again experiencing serious issues — it is not draining properly and has been making an excessively loud noise ever since the previous repairs were done. We are now being told that we will be responsible for any further repair costs. I strongly disagree with this, as it is clear that the original problem was either not correctly diagnosed or not properly repaired in the first place. Had the repairs been carried out correctly and professionally, we would not still be dealing with the same ongoing issues. What has made this experience even worse is the shocking level of customer service. I am constantly the one having to follow up, make calls, and chase feedback. We are repeatedly promised callbacks that never happen, while we are left sitting with a washing machine full of water and no assistance. This entire experience has been incredibly disappointing and frustrating. Defy is a brand we once trusted, but after this ordeal, my partner and I can confidently say we will never support Defy again, nor will we recommend your products to our friends or family.