Disgusting After Sales Service

<p>It is absolutely disappoining when a person buys a product, with an established brand such as Defy, which advertises such wonderful products with such wonderful back up service, and then nothing applies after you have bought the product. After having bought a R36 000 Defy fridge (5 years old), I now have a problem with it and trying to get it fixed up is proving to be a nightmare. After having had the technical service personnel at my house (John and 1 other), and umpteenth promises of sorting the fridge out, speaking to the Cape Town technical / service team (Refaad and 1 other), nothing had transpired after 3 to 4 months. Eventually I resorted to speaking to the Technical Manager, Ronald on Tue 16/08/2016 at 9am to assist with resolving my issue. By early morning, he had sent another Technician, who willfully removed my fridge door, and advised me that a truck from Defy would come and pick it up. My wife stayed home the whole day waiting for the truck, all in vain and with no communication. she again stayed at home the whole of the next day (17/08/2016, again in vain. By 4pm on the same day (17/08/2016), I contacted the Cape Town office and left a message for Theunis or Simone to call me Urgently, as Ronald was unavailable. Of course, I received no such call. I called again the following day (18/08/2016) at around 10h30 - 11h00 and spoke to Theunis who advised me that he would talk to Ronald and let my wife know. I begged him that the urgency of the door being collected today was super urgent as we would be away from 19/08/2016 until Tuesday the following week.... Everntually I received a call by someone (name unknown) who promised that he would personally collect the doorby 8h30am on 19/08/2016 as he understood we were going away for the weekend. He came the next day at 11am and took the door. A week and 2 days went by and I did not hear a thing about the door (PLEASE NOTE I have been without a fridge throughout this time) and phoned Defy on Monday morning, 29/08/2016. The Technical Manager's direct line went unanswered so I phoned the switchboard and spoke to a techinical team employee (Refaad) who advised me that he cannot give me any information as the techincal employee on my job did not come to work yet and he is the only person who could say what was happening with the repair. I questioned whether or not Defy was primative and from the dark ages that there was not a computer program that could be opened to give an indication but apparently, Defy IS from the primative dark ages because Refaad informed me that this absent employee had all the papers locked away - imagine if that guy had passed away over the weekend... all his techinical work would come to a standstill!!! Be that as it may, I left my contact details with Refaad to call me back with the information. He (lo and behold) phoned my wife instead and advised her that they hadn't started the job yet but that it would be sorted out and installed the next day. The next day the guys came to install it, and when they tested it the water again came gushing out... apparently they had fixed the wrong thing on the door. The door was then again taken off and taken back to the Defy premises. It is now Thursday, 01 September 2016 and we are still sitting without a fridge (or fridge door) and have no idea what is happening. I phoned and asked to speak to Ronald (Technical Manager) yesterday 31 August 2016 and left a message for Ronald to return my call urgently. He never did. I then phoned again today and asked to speak to Ronald and then was politely disconnected from the call. I have run out of patience. Lastly, for the record, it would appear that the problem with the fridge is a manufacturing fault and not withstanding the inconvience of being without a fridge, its the plethora of broken promises to come and collect the fridge, and get the fridge repaired resulting in the making of alternate plans for all the meat and foodstuffs with friends and family, only to have to go an collect all the stuff and repack the fridge until the next broken promise - Defy, you can surely do a better job than this. Dismayed and disappointed.</p>