Defy's (known) Inferior Products and aparent bad Service Levels

Defy's (known) Inferior Products and apparent bad Service Levels My warning to everyone who wants to buy a Defy Fridge. I had a terrible experience with Defy up to the Product Manager level. The heat exchanger behind the fridge inside the walls are of a very inferior product and started to rust and eventually lost gas. After close inspection, the fridge casing angles were not 90 degrees, it was slightly skew - I originally thought it was the door. Then I called them, and they said they would replace the fridge, unknown to them, I am not Micky Mouse. They delivered a fridge 300km away from Cape Town on a small little bakkie tied with plastic ropes in an upright position. On removing the packaging I suspect something wrong and after removing the packaging I could see the fridge was used before and it had a dent on the one side - I sent it back on the same bakkie. So they offered a new fridge (was of a larder set) which I picked up from the original supplier and within two years (about 1.5 years) a rust colour water leakage started to occur from behind the inside back panel. I did not want to investigate because it was still under guarantee. It started to get worse and did not want to cool any more. I opened the back panel, and what a nightmare - the heat exchanger was rusted all over and probably pitted as well, hence no gas. The support came up with some ridiculous “remedies”, one was “do not put it on an extension cord”. It was directly connected to the outlet. I sent them images, but as so many mentioned here, the staff and support were terrible. I found one person who spill the beans and was told about the inferior heat exchanger and why the attitude of the personnel are so bad; was because of the multitude comeback and they had no answers and was getting “gatvol” according him. I rest my case here. I bought a Bosh fridge and vow to never buy any Defy product again. Due to the rust issue, my insurance also did not want to help me. To this day, I am still waiting for Defy to give me a proper answer. My Defy microwave of 29 years (Megatron from Korea) came to a standstill this morning, I still have a Defy fridge of 29 years, made in India, had to replace the temperature sensor in 2024. I am not interested in Defy anymore just because of my bad experience and reviews found here. BTW I am using my defunct fridge as a dry food storage place now.

Herewith my letter to Defy: Letter to Defy 2020-11-02 Dear Mr ******x, On request, I had to have the fridge taken apart to get to the origin of the rusty dust issue and what a nasty surprise - the images speak for itself. Unfortunately, insurance companies do not cover rust issues. I did some investigation, and it seems to me I am not the only one having this rusty dust issue - according to the technical support staff, it is a known issue. I visited hellopeter.com and what I can gather Defy is sort of “running” away from this problem. I also notice for this particular model DFD446/447 there is no stock available (according Defy’s website), perhaps it was taken from the market due to the issues mentioned. I had to purchase a new fridge (non-Defy) and this brings me to a point, what are we going to do about it? Will Defy be prepared to cover my loss or do we have to negotiate on this. I reckon it is a grave issue to advertise and sell a product with known problems and held the public ransom to purchase another fridge, or that hopefully the insurance companies will replace the product. My previous fridge lasted about two years with the gas leaking into the side walls and was not repairable. Fortunately Defy replaced that fridge with the current one which according to the look of it, was also a problematic product. Within the second year the frdige started leaking water at the door and the customer service recommendation was not to connect the fridge via an extension cord, which it was. We connected the fridge to a proper wall socket, but the problem persists. Now we know it was due to rust dust clogging the drain pipe outlet nozzle. As a comparison between imported products versus locally made, I still have a Defy that was purchased in 1995, albeit made in India. I eagerly wait for your response. Kind regards