Really poor repair service - Cape Town

We logged a service\repair request on 4 Feb via the Defy online service request system (since from previous experience, one really struggle to get through to the service center number). The technician made contact with us and made an appointment for 6 Feb. To my disappointment he only came to do an assessment, no tools or parts. He mentioned that he was not going back on that day to order the parts required for the repair but would only do that the next day and would then again have to make an appointment to perform the actual repair work. As probably the case with many other Defy customers it is difficult to have someone at home to open up for the technician. So part of my complaint is the process to get an appliance repaired, not really thinking about customers needs.

So we informed the technician that we would only have someone at home on Monday, 12 Feb to which he agreed to come and do the repair. On Monday, no call from the technician, no answer even after several attempts to contact him. Monday evening we can a sms in the lines of "Sorry Defy said you were not on the schedule for today. You are welcome to phone them (Defy)". Really? The entire time we have been making the arrangements directly with the technician. We tried to dial him to no avail....... Tuesday we get a sms....he will try and stop by if he gets a cancellation.........lucky us someone apparently cancelled so he came to do the repair work on Tuesday, 13 Feb. He replaced the door lock BUT washing machine still not working.....wrong assessment on his part....now its the pc board......again no effort to get the part immediately, no I will order tomorrow and if you lucky maybe by Thursday the repair. Oh and by the way he wants us to pay for the part that did not solve the problem. Really? No ways!

I am now trying to get hold on the pc board to fit it myself and guess what, not getting through on (021) ********** . I will now resort to send someone to the Defy office in person to try and get hold of the pc board.

Defy, is this really how much you care about your customers? Absolutely worst service I have seen so far. Please learn from other manufacturers, they send someone with a fixed date and time and to the repair work on the same day! So you don't get messed around by the non-existent customer schedule.

You need to start adapting to your customer needs! I will stay away from buying any more defy products because of the poor repair service and for other repairs will make use of my local repairman instead.