Terrible service does not adequately describe what this company offers

We still await a call from Defy regarding the booking for a technician to attend to our Grundig Dryer. Reference no: ***

Booking was made on 22 December 2020. I had to follow up with them on 30 December, 06 January and 13 January 2021. Since the initial call on 22 December I had not heard a word from them. It has been 3.5 weeks and counting. Each time I phone the National Call Centre I hold on the line for no less than 12 minutes before I speak to an operator. They advised me that a technician tried to call me but reaches my voicemail. Unfortunately I have not 1 missed call from Defy nor a voicemail, whatsapp or email to verify that they have tried to contact me.

This is not the first time this has happened either as Defy Centurion attended to our Grundig Washing Machine in Febraury 2020. It was also a struggle to get them out to attend to this particular machine. Job card no: 812799. In the end the technician went back to fetch a part and returned many weeks later only to identify a further problem: the rubber seal at the door of the machine had a hole in it (which should have been identified on the 1st visit). We sent him back with the PC board since we weren't prepared to wait another 3 weeks for a full repair.

The same trend follows when you try to order parts/accessories from their Spares department. No one comes back to you despite payment being made. You are unable to get hold of the responsible person and they never ever come back to you out of their own accord.

In my expereience with Defy, I have repeatedly received terrible service on 3 occasions and will unfortunately not recommend nor make use of this company again.