Impractical design and poor wormanship of new Defy chest freezer Model DMF470

<p>On 8 April 2017, I purchased a Defy chest freezer model DMF470. Having removed the packaging and positioning the chest freezer, I found that the chest freezer is not suitable for use in a home with laminated or porcelain flooring. The freezer is mounted upon two steel half round ball shaped fittings, about 50mm x 50mm, below the front and rear left hand side (LHS) and a steel frame of 600mm below the right hand side (RHS). The chest freezer must be uplifted by two people if it need to be moved or repositioned elsewhere. It cannot be dragged over a laminated or porcelain flooring as it will cause severe and costly damage.</p> <p>Standing in front of the chest freezer I noticed that the ***** fitted in the LHS of the top door handle is exposed and has no white stopper fitted to conceal it, Having removed the freezer from the packaging, I could not get it in a secure and stable position on the floor. I had to use wedges below the front and rear of the steel frame on the RHS of the chest freezer. I have used a level to check whether the surface of the floor is level.</p> <p>On Monday 10 April 2017, I logged a call with Defy Service Centre in Denver, Jhb and reported the above mentioned problems. On 11 April 2017 a service agent came out and assessed the issues reported. He commented that an adjustment to a washer of the steel frame may resolve the problem to stabilise the freezer. He took some photo's, said that he would request his manager to contact me and left. </p> <p>Not having heard from Defy for 3 weeks, I reported the above problems online to Defy on 4 May 2017. The same service agent came out on the same day. I pointed out the same issues to him and he took photo's of the wedges, the laminated and porcelain flooring and said that he will again ask his manager to give attention to the problems. In the meantime I kept the frozen food contents in my old chest freezer with the understanding that Defy might have to take the new chest freezer away in order to resolve the problems On 12 May 2017, I switched on the new freezer for the first time since I have purchased it (i.e. 5 weeks), as I have disposed off my old chest freezer.</p> <p>On 16 May 2017, I contacted the client relations manager of Defy. After 3 calls and 20 minutes on the phone, I was told by the receptionist that he was not available and that she will give him my details to call me back. At writing of this experience i.e. 17 May 2013 @15h10 I am still waiting for a Defy representative to action my complaint. Certainly a frustating experience from a world class company. Reference number 704054 has been assigned to this complaint.</p>