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Siyanda G

1 reviews | Active since Feb 2025

25 Feb 2025, 18:56

Disappointed with Product Quality and Service – Defy Microwave from Makro

I purchased a 30L Defy microwave from Makro online on March 24, 2024, for R1300. Unfortunately, less than a year later, around February 15, 2025, the start button stopped working. Since the product was still under warranty, I returned it to the store, expecting a proper repair or replacement.

To my surprise, I was informed that the microwave was "****roach infested" and that this had caused electrical damage, voiding the warranty and if I would like it to be fixed I should pay about R1633.22.How ridiculous is that ? How can the repair price be more that a purchase price. Also, I find this explanation unacceptable and disappointing for several reasons:

Product Quality Concern – I believe this issue could be related to a design flaw or poor build quality since the microwave should be sealed well enough to prevent external factors from damaging its internal components. Unhelpful Customer Service – Instead of investigating the issue thoroughly or offering a solution, the responsibility was quickly shifted onto me without considering the possibility of a manufacturing defect. Warranty Not Honored – The fact that the product failed within a year raises serious questions about its durability and reliability.

This experience has left me feeling extremely disappointed with both Makro and Defy. It feels like I’ve been sold a low-quality product, and instead of standing by their warranty, they’ve found an excuse to avoid responsibility. It’s unacceptable for a product to fail so soon, especially from brands that claim to offer reliability and quality.

I expected better service and support from both companies, but instead, I’m left with a new broken appliance that needs to be repaired which is very unfair and frustrating . I will think twice before purchasing from Makro or buying Defy products again.

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Replies (5)
Defy Appliances
Defy Appliances's reply26 Feb 2025, 08:22
Official
Good day Siyanda,
We truly understand your frustration with this situation.
Please rest assured that we honour our warranty. Every case is unique, and your unit was carefully assessed.
However, as per the terms and conditions of our warranty, we regret to inform you that ****roach infestations are unfortunately not covered.

Warm Regards,
 
Customer Care Team
Defy Appliances (Pty) Ltd
SG
Siyanda G's update26 Feb 2025, 08:43
Reviewer Update
Dear Customer Care Team,

I appreciate your response regarding my warranty claim. However, I would like to formally express my dissatisfaction with the quality of the Defy 30L microwave I purchased from Makro on 24 March 2024.
Regardless of the ****roach infestation claim, my main concern is that the microwave failed within a year of purchase. A well-designed and durable appliance should not be so easily compromised by external factors, especially within such a short period. The fact that an infestation—if it truly existed—could lead to complete electrical failureraises serious concerns about the build quality, durability, and safety of Defy microwaves.
I expect a household appliance from a reputable brand like Defy to be sturdy, well-sealed, and resistant to common household conditions. If ****roaches were indeed able to damage the unit so significantly, it suggests poor design and inadequate protection for internal electrical components. This is unacceptable for a product that consumers rely on daily.
I urge Defy to take this complaint seriously and review the quality of its microwave models. Additionally, I request a reconsideration of my repair or replacement request, as product durability should be a key factor in warranty claims. If a product cannot withstand real-world conditions, then Defy should take responsibility for its failure.

I look forward to your response and a fair resolution.
Defy Appliances
Defy Appliances's reply26 Feb 2025, 08:55
Official
Good day Siyanda,
Thank you for the raised concern, we are committed to improvement and innovation.  For your clarity and assurance, we kindly refer you to the terms and conditions of your warranty.

As outlined in the warranty, Defy is not responsible for any consequential loss or damage caused by or due to appliance malfunction, including damage caused by ****roaches, insects, or other animals. These terms are agreed upon at the time of purchase.

Furthermore, after the initial 6-month period from the date of purchase, Defy may, at its sole discretion, choose to repair, replace, or refund a unit. In this case, the warranty was honoured, and the unit was assessed for repair, replacement, or refund. Unfortunately, the outcome falls outside of warranty coverage hence the given feedback of the unit not being eligible for the above. 

Please do not hesitate to get in touch if you need assistance with logging the quoted repair. 

Warm Regards,
 
Customer Care Team
Defy Appliances (Pty) Ltd
SG
Siyanda G's update26 Feb 2025, 09:03
Reviewer Update
Dear Customer Care Team,

Thank you for your response. However, I remain deeply dissatisfied with Defy’s handling of this matter.
While I acknowledge the terms of your warranty, my complaint goes beyond the infestation claim. My concern is the quality and durability of the microwave itself. A household appliance should be built to withstand real-world conditions, yet mine failed within a year of purchase.
Your response suggests that Defy has no accountability for product longevity after six months, which is unreasonablefor a brand that claims to offer reliable appliances. A microwave should last several years under normal household conditions, and if external factors can so easily cause complete failure, then the product design is flawed.
Furthermore, if ****roaches were able to damage the internal components, it raises serious concerns about design defects, poor sealing, and inadequate protection of critical electrical parts. This is not just a warranty issue—it is a product quality and durability issue.
Since Defy has chosen not to offer a fair resolution, I will be escalating this complaint to the Consumer Goods and Services Ombud (CGSO) for further investigation. I believe my rights as a consumer under the Consumer Protection Act have not been upheld, and I will pursue all necessary channels to address this matter.

Defy Appliances
Defy Appliances's reply26 Feb 2025, 09:13
Official
Good day Siyanda, 

Thank you for your continued feedback. Our goal is to resolve matters in a fair and efficient way for all parties involved.
While we are committed to ensuring customer satisfaction, we must follow the guidelines outlined in our warranty, which unfortunately, do not cover the specific circumstances you’ve mentioned.

We fully respect your right to take further action should you choose to do so.  Our intention is not to cause any further frustration, but to resolve the issue fairly.

We are still happy to assist in any way we can and to ensure that all necessary procedures are followed.

Warm regards,
Customer Care Team
Defy Appliances (Pty) Ltd