LOSS OF WARRANTY ON DEFY REFRIDGERATOR

Defy have cost me a year of my refrigerator warranty! I bought a Defy two door refrigerator in 2016. I was erroneously told by Defy that the warranty was for two years. There were one or two minor incidences due to the loadshedding power surge which Defy sorted out. Their service was excellent. Fast forward to 2020, me thinking I am out of warranty and there was something wrong with the fridge (power surge again) and I called Defy to make an appointment.

This was a Friday morning and I was told they could not see to the fridge until the following week - 3 working days! I cancelled my callout because I could not be without a fridge for that long a time. I then received a call from the Defy Customer Care centre, lady did not provide her name, to inform me that the fridge was still under warranty. However, they needed proof of payment of the fridge before they could fix it. I advised the lady that it would take me some time to find the proof of payment, as I thought I was out of warranty and did not know if I still had the proof of payment after all this time. Regardless of the fact that they had been to me twice before, they would not accept anything less than proof of payment before seeing to the fridge. The lady advised me she would speak to her supervisor and revert with his decision. I was then also told if anyone else touches the fridge, the warranty would fall away. I tried calling the lady back but no one knew who had called me, so got no joy.

I was in such a state at this stage, that I called another electrician through my insurance company who came out to look at the fridge. They could not fix it the same day but through my insurance I arranged for them to buy the parts and fix the fridge. At this stage I was R2000 down because of the excess. I had in the interim, found my proof of payment, but it was a moot point because I had no point of reference at Defy.

On the Wednesday morning, I received a call from the Defy electrician himself, advising that he was given permission to fix the fridge. Well as you can imagine I was so upset. It took Defy FOUR DAYS to revert and who can in all honesty be without a fridge for all that time. I therefore had to forego the rest of my warranty because of not hearing back from Defy timeously and had to pay out an extra R2000 only to be told Defy could have fixed my fridge.

This is not good service and I am so upset at the whole comedy of errors on Defy's part. First of all providing me with incorrect information regarding the warranty period and then the very late call to say that my fridge could have been fixed and my warranty would have been intact.

I shall never buy another Defy appliance.