Poor service on a problematic stove!

below is the email written to Eduard Eduard Knuist at Defy in an attempt to get the stove replaced because we had been having issues with it from the first month of purchase. no response nor assistance was provided. the stove is now out of warranty and we had to purchase a new stove!

I’m Rose and Mary is my sister, I’d just like to highlight a few issues here as it seems you don’t understand our frustration and reasoning as to why we don’t want the stoved repaired again.

1. The stove’s warranty is almost over and it’s clear to us that the stove is faulty but you keep wanting to repair whether we agree to it or not and eventually we will run at a loss. 2. We are uncomfortable with you sending your technicians to repair the stove because we run a business at home so our safety is also at risk. 3. How many times will you have repair the stove until you replace it? What’s going to happen when it is out of warranty? 4. We only used the stove once weekly because we have a gas stove that we use regularly and since the 1st repair, we’ve been switching your stove off from the main plug because the technician advised us to do so reason being that the stove has an overheating issue. 5. When the stove got damaged recently, it had not been used for weeks. It just switch on, on its own and started releasing a smoke that smelled like burning wire because we had forgotten to switch it off from the main plug bare in mind that we did not use the stove at all for several days.

We need to know formally what is the procedure in this case, we want a new stove or our money back. We cannot afford to waste our money when we’ve purchased a brand new stove, not second hand that was supposed to be functioning optimally. We have not gotten any joy from this stove or your service, although we’ve been trying by all means to treat it as sensitive as possible. We now fear for our safety because the stove doesn’t function well, what if it explodes on us or releases toxic gasses in the house again? Will we get remunerated/ compensated for that?

From what we’ve seen so far, we have come to realize that this stove will need repairs every few months which we are not willing to go through. Eventually we will have to pay for the repairs from our pockets when the warranty is finished. So to avoid all this, as your customers, we still want a defy stove as this is the brand that my mom has trusted for years and the reason we purchased a stove of your brand and many other appliances. We are willing to add on so that we can get a new stove that won’t stress us out, make us think twice or make us uncomfortable each time we want/try to use it.

We would appreciate that you think of our safety and take into the consideration the money we’ve spent on this stove as it pains us to have a new stove being repaid more than once, this is not what we expect from a brand as yourself. We’d like to enjoy using the stove but sadly is been a pain.

Thank you for reading through this and I look forward to a positive and constructive way forward.