HORRIBLE SERVICE ON A BRAND NEW WASHING MACHINE

Good day,

We purchased a Defy 14kg Top Loader washing machine from Makro Centurion on 15 August 2025.

Since installation, the unit has consistently malfunctioned, displaying error codes E6, E3, and E1. The machine frequently stops mid-cycle, fails to drain or spin, and produces a squeaking noise.

Despite multiple service interventions, the problem remains unresolved:

September: Two technicians assessed the machine. One week later: Two additional technicians replaced the shocks and motherboard. November: Another technician was dispatched.

To date, five technicians have attended to this machine, yet the issues persist.

Makro has now advised that Defy intends to send a “superior technician,” which would be the sixth attempt without resolution.

We are extremely dissatisfied with the lack of communication from Defy and the ongoing inconvenience.

This is a brand-new appliance, only three months old, and it has never functioned as intended.

Under the South African Consumer Protection Act (CPA), consumers are entitled to return defective goods within six months of purchase and request either a repair, replacement, or refund.

Given the repeated failures and poor service, we hereby formally request a full refund.

We will not accept further repairs or replacements.

Attached are the product invoice and supporting video evidence dates 20 November 2025.

Please also note that we purchased an extended warranty on this product.

If this matter is not resolved promptly, we will escalate our complaint to the Consumer Goods and Services Ombud (CGSO) and the National Consumer Commission (NCC).