NON-EXISTENT CUSTOMER SERVICE

I bought a Defy DSS430 ThermoFan in 2017. Despite repeated repairs and part replacements over the past 8 years, the appliance continues to malfunction. On 2 December 2025, the stove developed the following additional defects: 1. The oven cannot be switched off because the dial rotates freely and the indicator light remains on. 2. The temperature cannot be determined due to the malfunction of the control dial. 3. The clock has stopped functioning. 4. The food warmer light remains on when switched off, and off when switched on. 5. The oven door seal has broken multiple times; I have replaced it three times, after which it repeatedly failed again. These defects render the stove unsafe, unreliable, and not fit for its intended purpose, in violation of basic consumer protection standards that require goods to be: 1. of good quality, 2. durable, 3. safe for use, and 4. fit for purpose for a reasonable lifespan. This appliance has not met those standards. Under consumer protection law, consumers are entitled to receive goods that are of acceptable quality and durability. When a product has been repaired multiple times and continues to fail, the supplier is required to offer a replacement or refund, not endless repairs. Given the repeated defects and the history of unsuccessful repairs, it is clear that this stove is a manufacturing defect or a fundamentally faulty unit. As such, I am legally entitled to a proper remedy. A Defy stove's lifespan is generally impressive, often lasting 15 years or more, with some users reporting even longer, thanks to their robust build, but average expectations fall around 13-19 years...BUT according to Defy it is about 8-9 years and in those years I should have logged a problem yearly as the warranty is the most important detail when a customer complain as per reply from Defy South Africa on the 4th of December 2025 - Mokgomotsi- "Looking at your job history only one service call repairs was logged with DEFY in November 2022". I bought a Defy DSS430 ThermoFan in 2017. Replaced the thermostat - 21/11/2020 (call not logged as my husband is quite handy and R630 call out fee is quite expensive) - part bought from Tesca Reco (PTY) Ltd. Replaced the Bake element 30/11/2020 - Bought from Hirsh"s Struben Valley. Replaced the stove gasket about 4 times (bought from Defy Service Centre - Ontdekkers Road Roodepoort) as it does not fit properly and last about 2 years and at this stage my stove is without a gasket. In 2022 I complained to Defy South Africa per e-mail, Danny Pillay contacted me and they replaced on Defy's account the Gasket, Timer, Light and stove dials on Defy's cost - I only paid the call-out fee as per agreement. In December 2025 - Gasket broke, Timer not working, oven temperature cannot be selected. I only prepare dinner for 3 people (pensioners) every 2nd day. I would like to thank Defy for the "wonderful supporting" email received! I will have to replace this stove out of hell with ANOTHER SUPPLIER'S product as according to Defy the warranty expired and I HAVE NOT LOGGED A CALL-OUT. Maybe this NEW one will last 15- 19 years without a yearly service AND the supplier will be more helpful.