FORMAL COMPLAINT: DEFY WASHING MACHINE

Model:Defy 14kg top load WM Manhattan Grey We are extremely dissatisfied with our Defy washing machine and the manner in which our complaint has been handled. Since purchasing the machine approximately 3 years ago, it has been faulty, making loud banging noises during wash cycles, it started after having the machine for less than 4months after purchasing. Technicians have attempted to repair the same fault five times, yet the problem continues to return, sometimes within a day. The machine was collected again today for further repairs, leaving us without a washing machine despite having paid a significant amount for a product that has been unreliable from the start. During collection, we noticed two other machines of the same model on the service vehicle that appeared to have similar issues, raising further concerns about the model's reliability. Our previous Samsung washing machine never gave us these problems. We chose Defy expecting a reliable product, but our experience has been extremely disappointing. Furthermore, when we contacted Damian from Defy in Cape Town to lodge our complaint, he ended the call while we were still speaking. When we called back, the call went through to an automated message. This conduct is unacceptable and left us feeling dismissed rather than assisted. We are no longer willing to accept repeated, unsuccessful repairs. We request that Defy take responsibility and provide a suitable resolution: a replacement with a different model or a full refund. We do not consider another machine of the same model an acceptable solution. We request that this complaint be escalated to a senior manager who will take ownership of the matter and provide a formal response with a clear resolution. We have been left without the use of an essential household appliance through no fault of our own, and we expect Defy to treat this matter with the urgency and seriousness it deserves. We look forward to a prompt and satisfactory resolution.