Defy Stove

I hope this email finds you well.

I am one of your million loyal customers from donkey years ago. Mustafa, I bought a Defy glass stove from Makro in Dec 2021 and got fitted in Jan 2022. I do not have the receipt as I was not intending to complain from my trusted brand. Tell me why my stove cracked without anything falling on top of it. I cooked as normal and after cooking, I waited for the stove and started cleaning the stove. Moments after cleaning I heard a huge crack, from nowhere.

I went to Makro to understand why this is happening, someone said to me, I am not the first person to complain about this and I should rather buy a stove from Bosch because their glass is thick and Defy is thin. I then called your support center in Midrand only to be told that it is negligent from my side and the technician will come for assessment and I need to pay a call out fee of R600. I stay alone without kids. I don't cook everyday, who can be negligent about a product as expensive as that stove? Is Defy producing the low-quality products and hiding behind customers being negligent? I then asked the agent if that call out fee will be part of the payment if I asked for repairs and the answer was No.

Where I am sitting, I am very disappointed and hurt considering that I do not have the money to fix or buy a new Stove and clearly it is not going to be Defy even though my kitchen is fitted with Defy (Fridge, Washing machine and Oven and Microwave). If you guys do not fix this, I think people must know that you are now selling substandard products. Are you now cutting corners and manufacturing inferior product so that you can blame your consumers?”