Defy - wake up, or lose any chance of repeat business!

Defy, you need to get jacked up in your Spares Departments. 1) The vocabulary you use in your Instructions Manuals needs to MATCH EXACTLY the vocabulary your clerks see on their computer screens/spares databases, so that customer and clerk can both speak the same language! 2) Your clerks need pictures of each item so that they can see if the code number for a spare part MATCHES the customer's description of that required part. The clerks appear to be working in a 'black hole' where they don't know what a code means, what a label for that code means, and whether it is indeed the part the customer is referring to in their Instruction Manual. 3) Your spares departments need to have more stock. 4) They need to answer their phones. (I called 3x before the phone was eventually answered.) And if they say they'll call back, they absolutely must do so. (They didn't, so I phoned again.) 5) Your spares dept staff need more TRAINING - so that they know the appliances in more detail, and the parts that come with the appliances. Without this training they appear inept and inefficient, and Defy Managements, that's YOUR DIRECT RESPONSIBILITY. I am appalled by the service I received today. I wait to see if I am indeed copied (as promised) on the emails that will now pass between your W. Cape office and your Durban office, to try and push my query further along the chain of what you euphemistically call 'customer service'.