1 reviews | Active since Jul 2018
Defy South Africa – Ongoing Fridge Issues & Poor Customer Service
I am extremely disappointed with the service I have received from Defy South Africa regarding my Defy Side by Side Fridge (Model DFF538, Serial Number ***), which I purchased on 6 January 2025 from Metro Home Centre Menlyn for R16,999. From day one, the fridge has not functioned properly, and despite multiple service requests, it remains completely unusable.
Defy sent technicians on 5 March 2025 (Job Number: ***) who replaced the following parts: ✅ 1 x *** ✅ 1 x Drier ✅ 1 x Valve
Despite these repairs, the fridge was still not working. I immediately contacted Defy via email on 6 March and called Barnard’s TV and Appliance Service Centre (the Defy Service Centre), who assured me that a technician would be sent urgently. However, no technician arrived that day. After multiple follow-ups, a technician only arrived on 7 March, offering excuses for not coming on the 6th.
The technician then informed me that my brand-new fridge has a faulty compressor. Given the ongoing issues, I requested a replacement unit. Since then, I have received no feedback, no updates, and no resolution.
Why This is Unacceptable: ❌ Defy has failed to respond to any of my emails since 6 March. ❌ Their service provider made false promises about urgent assistance. ❌ I purchased a brand-new fridge, yet I am left without a working unit for over two months. ❌ No effort has been made to expedite a replacement.
I expect immediate action from Defy to replace this defective unit. This level of service is completely unacceptable for a premium appliance brand. If no action is taken, I will be left with no choice but to escalate this further.
Defy, please resolve this matter urgently!
We apologise for the inconvenience.
The issue has been escalated to the service team for feedback and resolution.
Warm Regards,
Customer Care Team
Defy Appliances (Pty) Ltd
We apologise for the inconvenience.
The issue has been escalated to the service team for feedback and resolution.
Warm Regards,
Customer Care Team
Defy Appliances (Pty) Ltd
- 1 x ***
- 1 x Drier
- 1 x Valve
🔴 7 March 2025 – After multiple complaints, a technician arrived and confirmed that the fridge has a faulty compressor. I immediately requested a replacement instead of further repairs.
🔴 10 March 2025 – I received an email from Khabo at Defy, stating that my exchange request had been escalated and would be processed once approved.
🔴 11 March 2025 – I received a message from Defy (Job No. ***) stating that my complaint was being attended to.
🔴 12 March 2025 – I received a message from Defy stating that Job No. *** is “completed” and was asked to complete a survey. This is completely FALSE—no one has been to my house, and I am still sitting with a broken fridge! Why This is Unacceptable: ❌ Defy has failed to replace my fridge, despite confirming a faulty compressor.
❌ They falsely marked my complaint as “resolved” when NOTHING has been done.
❌ I have been without a working fridge for over two months.
❌ I am experiencing repeated food loss, and Defy shows no urgency in fixing the issue. I want to make it absolutely clear:
👉 I WILL NOT ACCEPT A REPAIR – Defy must replace this defective unit immediately! Defy, your service is completely unacceptable, and if this issue is not resolved immediately, I will escalate my complaint even further. DO NOT mark this case as resolved until I receive a replacement fridge.
- 1 x ***
- 1 x Drier
- 1 x Valve
🔴 7 March 2025 – After multiple complaints, a technician arrived and confirmed that the fridge has a faulty compressor. I immediately requested a replacement instead of further repairs.
🔴 10 March 2025 – I received an email from Khabo at Defy, stating that my exchange request had been escalated and would be processed once approved.
🔴 11 March 2025 – I received a message from Defy (Job No. ***) stating that my complaint was being attended to.
🔴 12 March 2025 – I received a message from Defy stating that Job No. *** is “completed” and was asked to complete a survey. This is completely FALSE—no one has been to my house, and I am still sitting with a broken fridge! Why This is Unacceptable: ❌ Defy has failed to replace my fridge, despite confirming a faulty compressor.
❌ They falsely marked my complaint as “resolved” when NOTHING has been done.
❌ I have been without a working fridge for over two months.
❌ I am experiencing repeated food loss, and Defy shows no urgency in fixing the issue. I want to make it absolutely clear:
👉 I WILL NOT ACCEPT A REPAIR – Defy must replace this defective unit immediately! Defy, your service is completely unacceptable, and if this issue is not resolved immediately, I will escalate my complaint even further. DO NOT mark this case as resolved until I receive a replacement fridge.
The job is complete because the exchange was granted last week. The team has been processing stock and paperwork.
They will be in touch when it is time to arrange delivery.
Warm Regards,
Customer Care Team
Defy Appliances (Pty) Ltd
The job is complete because the exchange was granted last week. The team has been processing stock and paperwork.
They will be in touch when it is time to arrange delivery.
Warm Regards,
Customer Care Team
Defy Appliances (Pty) Ltd