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Ismail H

1 reviews | Active since Apr 2018

03 Nov 2022, 10:16

DEFY POOR SERVICE

Terrible service. My fridge which is still under guarantee stopped working. Reported it. Ref no ***. After 4 days no feedback. They keep telling me someone will contact me. For a big company like defy this is unacceptable. Will not recommend defy.

0
Replies (7)
Defy Appliances
Defy Appliances's reply03 Nov 2022, 10:25
Official
 Good Day, Ismail.Please accept our sincerest apologies for the inconvenience.
Please rest assured that our service team received your query and details. We will revert as soon as possible. 
Warm Regards, 
Customer Care TeamDefy Appliances (Pty) Ltd www.defy.co.za 
IH
Ismail H's update03 Nov 2022, 13:56
Reviewer Update
Very easy to send an apology. But it's useless if no one from defy bothers to contact me and resolve the issue. I am still awaiting contact from defy!
Defy Appliances
Defy Appliances's reply03 Nov 2022, 15:46
Official
Hi, IsmailFeedback received from our agent is that a technician will be calling out today.
They should be in touch to arrange.
Warm Regards, 
Customer Care TeamDefy Appliances (Pty) Ltd www.defy.co.za
IH
Ismail H's update03 Nov 2022, 17:11
Reviewer Update
Technician arrived at 4.40pm unannounced. No arrangements made. Just pitched up. We had to leave what we were doing and rush home. Had a look and said compressor needs to be replaced. He will see if they have spares and call us tomorrow.
So once again we are without a fridge for the fourth day.
Why couldnt he repair or replace it when he was here?
Extremely inefficient and very poor communication and service from defy.

Defy Appliances
Defy Appliances's reply04 Nov 2022, 16:26
Official
Good Afternoon, Ismail.
Trust you are well.

Apologies for the inconvenience and frustration.
The part has been ordered and the tech should be in touch to assist with repair completion.

Warm Regards, 
Customer Care TeamDefy Appliances (Pty) Ltd www.defy.co.za
IH
Ismail H's update07 Nov 2022, 15:10
Reviewer Update
The fridge has been finally repaired. 7 days after the complaint was logged. Not one call from defy customer care to inquire or check on the progress. Terrible service.
Defy Appliances
Defy Appliances's reply07 Nov 2022, 17:19
Official
Good Day, Ismail.
We have been facilitating communication through the Authorised Service Centre which is an extension of our Service and Customer Care.

We do sincerely apologise again for any frustration, inconvenience & delay.

Warm Regards, 
Customer Care TeamDefy Appliances (Pty) Ltd www.defy.co.za