Defy(ning) Silence

<p>After numerous tweets, emails and telephone calls to Defy I decided to share my story. It is very painful as I used to be a very loyal customer and have a house full of Defy appliances. It is very sad indeed, as it has turned into such a bad association with the brand. I had drum noise early after purchasing my Top Loader (Model No: DTL132). In its second year I contacted Defy Customer and I was informed that the machine only had a one-year warranty. That was not the case and when I contacted Defy last year I was told it was covered by a 2-year warranty but in the same breath was informed that it was now out of warranty. An assessment was done and it was not just a loose nut in the drum as suspected but the replacement of the complete drum. This was just out of warranty and in my view still a very new machine. The national sales manager provided a small discount on the part, which was still very expensive as a complete drum would be. The manager then just ignored my emails thereafter. During the assessment the technician was very unprofessional and even confronted us to running a Bed and Breakfast establishment, because of the size if the property. Our property is situated on a golf course and not zoned for business. Completely out of line. I wanted to bring this under the attention of head office. All my attempts to make contact with the Defy social media team and management in KZN were just ignored. Exceptional Service! Defy’s is clearly not focused on building a reputable business and sustainable appliances in SA. For the price of the complete drum I can almost buy a new washing machine. I’m currently using my old LG washing machine. Great marketing Defy!! South Africa be warned, if you want to go green don’t rely on Defy. </p> <p> </p>