Disgruntled DEFY /MAKRO Customer .Poor Service and Lack of integrity.

Dear all.

To the point! While we blame government for poor service delivery and *******ion. Our private organisations are selling us lies and not meeting their customer needs. Yes we must say it' s mess in SA Government and lets not forget the private sector.

Since Arcelik bought Defy I have not seen such lack of customer service. Lack of integrity and desire to follow up on customers who have problems.Arcelik must monitor their performance or their business will be affected. This is unacceptable and its approaching December still my issue is not resolved.

Few years ago I have made a review regarding a Defy Fridge and with that they came and replaced it with a new one. That new fridge that was replaced did not finish three years and it packed up.

I followed the correct process logged a call and a technician came and assessed the fridge. He confirmed that the fridge is blocked and needs heavy fixing. This happened in Aug 20, and the issues was they need the invoice. We manage to sort the invoice issue out. Till today correspondence with Defy I have not had any response.

I spoke to Eduard Knuist a gentlemen indeed who assured me that he has approved my issue and I should be getting a call from Logan for a new fridge or I must speak to Logan, how has been a no show and I am wondering if she knows about my issue.

Today 13/10/20 I tried calling her and I could not get through. I have send several email copying Robyn Da Gama,Ishmeil Moshoeu,Gail Arnond and Makro care. This is very frustrating for me and my family leaving in a house with not functional fridge yet we are sold a Defy Slogan how their appliances are of quality. This matter has taken to long and it is time to act if my matter is not given careful attention. I have all the correspondence with Defy and Makro regarding may matter with regards to the experience I have with Defy.

I challenged them that If they are confident with their product they must give me a new fridge and if they are not they must interact with Makro to refund me my money back. That will say alot about them.The people entrusted with the custodianship of customer service by Defy and Arcelik are not doing their part as it did not have to take this long. This is very worrying and it is a concern that needs to be looked at i n the interest of the brand and the hard working people in that business.

I want the Logan or managers responsible to call me and sort this out ASAP or I will take their job and show them what is customer service and how its done. This is sheer incompetence on their part.

Regards

Moropa