Defy poor service

After an unfavourable experience with the technicians sent to investigate a faulty HOB, and emailw as sent a day ago to the defy address as advertised on their websites. After not having a response, I called and was told that there are many emails to repond to and someone would eventually revert back to me. As at time of this post, still no reponse. However I find it necessary to share the experience as crafted in the mail sent to them.

Good Day

I purchased on behalf of my elderly parents a Defy Gemini Solid Hob on 26 November 2024 from Game Richards Bay.

The purchase was a replacement to a previous model of Defy Hob that that by that stage served its purpose well for a long period, just like its Defy predecessors before it.

The unit was stored and fitted around Mid December 2024, with expectation of nothing less than what was known to be a quality Defy Hob. Unfortunately, from the onset it was noted that the plates do not heat up to the desirable temperatures and fails at bringing certain meals to a boil. With the festive season, there were some delays in sourcing an electrician to check on the connections, however once this was done, he validated that there was no compromise on the electrical inputs.

In January 2025, that matter was referred to Game Umhlanga as the unit is fitted at the premises in Verulam. After several back and forth conversations the was no progress with Game,( Megan) who then referred us to Defy. A query was logged with defy, and after further unknown delays in response, two representatives showed up today at the premise.

One identified himself as Mdu. The two gentleman in Defy attire, did not carry out any test but explained as follows;

The Defy hobs do not heat up like previous models Defy put the two fast heat plates, but they serve no purpose The salesman at Game should have advised that Defy stoves are not like the past. There is now a thermostat in the stoves which cut of the stove from reaching maximum temperature, the reason for this thermostat was unknown to them. One should use only thick base pots, eg AMC. Fry pans will not heat fully. Its concerning that after generations of usage of Defy products its now appalling to note that the product has dropped to such a state that it fails to be used for its intended purpose. Either this or the purchased stove is defective, and your representatives took the lazy approach when confronted by two senior citizens.

I would appreciate a response on the statements per 5 points above, as if this is true, I would gladly dispose of the hob at Game and buy a suitable brand, if Defy has indeed gone "Chinese"