Faulty Product and Awful After Sales Service

I contacted the Defy Team on the 14th of February about the absolute frustration I have been experiencing with one of their machines for the past year and a half. A machine I purchased less than 2 years ago (so yes, from day one I had problems with it).

To add to that frustration the retailer that sold me the machine gave me the run around with regards to submitting yet another service call to have the machine fixed under warranty.

Defy responded to my message with: "We're terribly sorry for your bad experience and ask that you accept our humblest apologies.We would like to escalate your feedback to the manager in your area who will contact you soon".

I accepted this with the reasonable expectation that the manager will be in contact within a couple of days (that is after all what "soon" implies). A week later, and nothing no call from any Defy representative and after countless frustrating phone calls to the retailer I finally got feedback that a Defy technician can only come out within the next 3 days.

After contacting Defy via Facebook messenger I received the following response: "Hi Liz, we completely understand your frustration (I don't think they do). For that, please accept our sincere apologies. We've escalated your query to our team as a matter of urgency."

The next day a manager phoned me to arrange for a senior Defy technician to come out. I asked that the appointment be late afternoon as I work full day and cannot simply leave the office whenever. He indicated that 4:30pm is too late and we then arranged for 2pm on the 21st of February.

I took leave to be home at 2pm and the technician only arrived at my house at 4:30pm!

He investigated the machine, found a whole in a pipe (that he could not repair) and that the temperature readings on the machine are faulty. He said that he will have to come back as he needs to replace a sensor and and pc board and I cannot use the machine until this has been fixed.

Apparently the sensor and the PC board was the problem right from the start and the previous technician that replaced the trip-switch and the water pump did that for nothing.

Today is the 28th of February and when I phone the Defy support line to find out what the progress is all I get is they don't know, they are waiting for feedback.

I am am absolutely disgusted with Defy!