Pathetic service at Defy

I purchased a Defy washing machine in May 2018, my choice to go with the Defy brand was based on the perceived reputation of quality, durability and good customer service.

By June/July 2019, the washing machine began to switch off mid cycle. I went through the reporting process and eventually a technician was sent out and parts were replaced . Almost a month later the same fault has begun ,however it has been most challenging trying to resolve it.

As a result I have been without a washing machine for a month and going for month two . There seems to be a series of miscommunication to log calls and the dispatched technician have failed to communicate and adhere to appointments scheduled.

The call was logged on the 25/08/2019. As there was a series of miscommunication the technician failed to adhere to the appointment scheduled on Friday 30/08/19.

HiFi Corp phoned me the week after stating that Defy canceled the call logged. Reason being that I failed to answer the phone call. This is inaccurate because I spoke to the technician personally that same day.

Finally the technician was dispatched on 06/09/19. It was said that the same part is defective as the previous time but it has to be ordered. Again Hifi Corp followed up the next week and asked if I was assisted.

Nothing was communicated to me for two weeks until I had to phone Defy myself on 20/09/19. I was told the part is only being delivered that day, two weeks later. She told me a call was logged for 25/09/19 but I stated that I will not be at home.

More then a month later, 04/10/2019, the technician did inspect the faulty unit and replaced the part. And again on the 06/10/2019 it switched off mid cycle.

I was told by the regional manager on 02/10/2019 that if the machine breaks for a third time it will be replaced. Yet again I need to wait for the senior technician to have a look at the faulty machine and decide whether or not it will be replaced.

How long will that take this time? I am very unhappy and disappointed in the customer service provided. We are still in our 2 year Warranty and it seems like Defy is expanding this replacement for this to end.