Defy Twin Tub Nightmare experience!!

Frustrated with poor customer service. At 8am your representative promised to call back within 2 hours, but it's been over 8 hours with no follow-up. Tried to be patient, but it's wearing thin. Worse, I have a huge laundry waiting and no resolution in sight

Dear Defy Customer Service Team,

I am writing in response to your attempts to resolve the ongoing issues with my defective washing machine (Machine Number: [insert machine number]). While I appreciate your efforts, I am disappointed that the issues persist, and I am frustrated with the lack of clarity regarding the warranty conditions.

To recap, the issues with the machine began shortly after purchase and have included:

- Tripping the main electricity switch
- Refusing to spin at times
- Cracking of the plastic drum
- Leaking to the extent that it floods the house and damages tiles

Despite numerous complaints and attempts to repair the machine, the issues persist. I have been patient but I am now at my wit's end.

I would like to express my frustration with the lack of communication and explanation from the technicians and customer service representatives who have attempted to fix the machine. Specifically:

- Thembi Ndlovu, who introduced herself as a customer service personnel, called me on the day I lost my brother and insisted on sending a technician to my home, despite my explicit request to postpone the visit due to my bereavement and took it that Iam refusing service as she said back to to me .
Also another the technician was already 10 minutes with no appointment told me I am refusing service as per Defy codes for feedback ,as I pleaded a replacement and I have had requested this plenty times as I no longer trust the fixing process which it failed previously after machine was taken for almost a week to Defy to be "fixed."
- Technicians who arrived at my home again to assist told us that sometimes these machine do experience cracks due to poor quality of plastic sometimes which he called "manufacturing defect " which can couse the machine to crack & leak
- Technicians who took the machine for repairs and returned it with the same issues days later including the cracked drum which I guess it must have been glued or wat I honestly don't know Couse they told us they will buy new parts and replace but our machine still came back with the same crack and same issues.

Furthermore, I am shocked and disappointed that nobody mentioned that I would be charged for the repair until yesterday, when you called me to inform me of this. This is despite my numerous interactions with various customer service representatives, including Thembi ,kealebogile, Khanyisile, and others. Not even Game Stores, where I purchased the machine, mentioned this to me.

I would like to reiterate that the issues I am experiencing are technical in nature, not cosmetic. These issues are not merely aesthetic, but rather render the machine unusable and pose a risk to my safety and the safety of my family.

I request that Defy take immediate action to replace the defective washing machine with a new one that functions properly, free of charge. I believe that this is the least that Defy can do, given the inconvenience, frustration, and disappointment that I have experienced.

I would appreciate it if you could expedite this process to minimize further disruption to our daily lives. As a family of five, we rely heavily on this washing machine, and its defective performance is causing us significant stress and inconvenience.

I hope that we can resolve this matter amicably and promptly.