1 reviews | Active since Jan 2023
SHAME ON YOU DEFY!
The service received from Defy is pathetic!
On 27 July 2021 we purchased a DEFY tumble dryer from Game Store in River Square.
After the machine was put on at home, we have been able to use it twice and it was broken. We phoned Game and Defy and were told we need to bring the machine in and they will sort it out for us.
When we arrived the next day (with the machine) we were then told that we were not supposed to bring the machine in but rather contact a technician and they will come sort out the problem at our house.
EVENTUALLY a technician came out to check the machine on 24 November 2021! 4 months it took just for a technician to come out!!! Ridiculous ! Gentleman logged the repair and we were told they would get back to us.
It is 23 January 2023 AND I STILL DONT HAVE MY TUMBLEDRYER BACK from Defy!!! It has been more than a year and i cannot begin to describe the service as there was no service to begin with! It is actually theft! Because DEFY is now sitting with a tubledryer which THEY DID NOT PAY FOR!
After throwing my toys out the cot i was put through to a manager who said they they were waiting for my proof of payment?????? But i had been phoning on a weekly basis only to be told the machine is irreparable, then repairable - then waiting for spares, then some other story! I emailed the proof of payment immediately and received a read receipt. This was again, 2 weeks ago and still NOTHING!!!!
DEFY - Shame on you! We work hard for what we have and firstly, you sell faulty equipment and appliances to your customers; secondly you willingly take peoples money and promise great service which we never get, and lastly your lack of client respect and consideration! You have unskilled technicians who cant even perform basic telephone etiquette and common courtesy of something we call FEEDBACK!
I have contacted Defy's call centre (to this day) as well as the technician over 67 times since November 2021! That is more than twice a week for more than a year!
And the sad thing is - even after writing this, I still need to contact the service centre and HOPE that someone is able to help me! Because i am fighting for a machine that i rightfully and fairly paid for - but have absolutely nothing to show for it!!
SHAME ON YOU!
Apologies for the inconvenience experienced.
We have received your query and details, and we want to assure you that we have escalated it further and will work diligently to address the above.
Our Service Team should be in touch. We will also revert as soon as feedback is provided in the event that they cannot reach you and need further information.
Warm Regards,
Customer Care Team
Defy Appliances (Pty) Ltd
www.defy.co.za
Apologies for the inconvenience experienced.
We have received your query and details, and we want to assure you that we have escalated it further and will work diligently to address the above.
Our Service Team should be in touch. We will also revert as soon as feedback is provided in the event that they cannot reach you and need further information.
Warm Regards,
Customer Care Team
Defy Appliances (Pty) Ltd
www.defy.co.za
It is now 14 April 2023 and nothing has been done about my initial complaint on 23 January. You commit that the "service team" will contact me but this has never happened. You say that you are sorry for the inconvenience yet nothing is being done about it. You say that you would work diligently and escalate the matter - i doubt that this ever has been done. Again i say SHAME ON YOU! I should have known even laying a complaint and naming and shaming (which is completely against what i believe in) would help - WHAT IS IT GOING TO TAKE???
It is now 14 April 2023 and nothing has been done about my initial complaint on 23 January. You commit that the "service team" will contact me but this has never happened. You say that you are sorry for the inconvenience yet nothing is being done about it. You say that you would work diligently and escalate the matter - i doubt that this ever has been done. Again i say SHAME ON YOU! I should have known even laying a complaint and naming and shaming (which is completely against what i believe in) would help - WHAT IS IT GOING TO TAKE???
Sincere apologies for the delay.
Please kindly assist with a job number, or alternative cellphone number, as the cellphone number on your profile did not bring up service logs when our team checked.
Sincere apologies for the delay.
Please kindly assist with a job number, or alternative cellphone number, as the cellphone number on your profile did not bring up service logs when our team checked.
Order number 1810
*** W Gomez
I phoned the technician again today and now all of a sudden he is delivering my REPAIRED machine today. I was told the machine is irreparable and needs to be replaced so I requested a NEW MACHINE! Now im getting the old broken one back after they said it cannot be fixed! So I am still not happy about this!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Because i am going to get the machine and once the technician leaves my house i am going to have problems again - just like the previous two times. I WANT A NEW MACHINE! NOT THE OLD BROKEN ONE!
Order number 1810
*** W Gomez
I phoned the technician again today and now all of a sudden he is delivering my REPAIRED machine today. I was told the machine is irreparable and needs to be replaced so I requested a NEW MACHINE! Now im getting the old broken one back after they said it cannot be fixed! So I am still not happy about this!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Because i am going to get the machine and once the technician leaves my house i am going to have problems again - just like the previous two times. I WANT A NEW MACHINE! NOT THE OLD BROKEN ONE!