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HANNALIE K

1 reviews | Active since Nov 2009

03 Jan 2018, 10:34

Faulty oven and no feedback

I bought my Defy oven in December 2016. Since then I have had a technician out 3 times for it either tripping my power or shocking me. The last guy replaced the element at the bottom stating it is faulty... In a year old oven?? So they leave and two weeks later the top element doesn't work anymore.

I have phoned them 3 times to report this. First time no call was logged. But I was told sales manager will contact me. Second time I got the call logged but no one came back to me. I had to spend December without a working oven. Then today I phoned again. When asked why no one has contacted me I get told they will send an email to the branch manager in CT now. Why only now, why did I have to phone again. Wait for it.... Oh but you haven't phoned again since December.

Come on people step up this is unacceptable.

0
Replies (4)
Defy Appliances
Defy Appliances's reply04 Jan 2018, 13:48
Official

Hello Hannalie,

Thank you for getting in touch and taking the time to let us know about your experience. We'd like to apologise for the inconvenience you've experienced thus far and we'd like to have this resolved for you as soon as possible. A member of our team will be in touch via an email or telephone call soon.

Kind regards,

Defy Brand Team

HK
HANNALIE K's update05 Jan 2018, 16:15
Reviewer Update
So it has been another two days without anyone contacting me although I was told emails will be sent and I will be contacted.... What must I still do because no platform delivers any results.??
Defy Appliances
Defy Appliances's reply08 Jan 2018, 15:12
Official

Hello Hannalie,

We have followed up with our Call Centre Field Service Controller who has advised that you were contacted this morning. Should you have any further delays in service, please do let us know and we'll be happy to assist in any way we can.

Kind regards,

Defy Brand Team

HK
HANNALIE K's update08 Jan 2018, 15:40
Reviewer Update
No I wasn't contacted. I had to phone you AGAIN. And once again no one had a clue what I was talking about. I was told no you can't help me. After fourth call I am told I have to contact the store. This could have been said after my first call. I emailed the store and an hour later I received a call. THAT IS CUSTOMER SERVICE. NOT WHAT YOU DO.