DISSATISFIED CUSTOMER REVIEW – DEFY APPLIANCES

I purchased a DEFY fridge last year, and with a two‑year warranty, I expected reliability and proper after‑sales support. Unfortunately, my experience has been nothing short of disappointing. From the day the fridge was delivered, the water dispenser has been a problem. The first time I reported the issue, DEFY was quick to assist and sent out a technician who resolved it. However, the problem recently returned, and this time the service I received was unbelievably poor. When I contacted DEFY again, the consultant assisting me, Khabo, showed absolutely no intention of helping from the beginning. She informed me that the water dispenser is considered an “accessory,” and therefore I would need to pay a fee. This made no sense because the fridge is still under warranty, and I was never charged the first time the exact same problem was repaired. When I questioned this sudden policy change and asked how DEFY can alter policies without notifying customers, I received no clear explanation. Instead, I was told to disassemble the dispenser myself, which I refused to do—rightfully so—because if anything went wrong, DEFY would quickly absolve themselves of responsibility. When I asked how me dismantling the unit would change the outcome or help resolve the issue, the consultant simply cut the conversation short and left me to “figure it out” on my own. The level of customer service I received from Khabo at DEFY was unacceptable, unhelpful, and completely dismissive. As a customer who has experienced problems since day one, I am genuinely appalled by how little DEFY seems to value its customers once the sale is made. I highly do NOT recommend the DEFY brand. It has been problems from the start, and the customer service experience has made everything worse.