Terrible Service for Oven needing repairs.

To say that I am disgusted with the service I've received from Defy would be a spectacular understatement.

A repair call was originally logged on 08 September to replace a burnt-out element in my oven. Since then, the process has been an Olympic-level exercise in frustration.

There is no way to contact a local branch (I’m in Nelspruit). You’re forced to deal with a central call centre, where every follow-up magically results in: 🔸 The job being closed, 🔸 A brand new job number being created, 🔸 And me being sent right back to the end of the queue — again.

Honestly, it’s almost like they’ve designed the system to be this ineffective.

At one point, I was repeatedly assured that the issue had been “escalated.” So I eventually asked: Escalated to who exactly? Because this mysterious magical person seems to have the power to receive escalations… but absolutely no ability to act on them.

Fast forward to sometime in October, the element was finally replaced — except the oven was never tested, and surprise surprise: it still doesn’t heat up. So effectively, nothing has been fixed.

Today (12 December), the latest excuse is that they were “busy with stock take,” but apparently the part was dispatched yesterday and “someone” will phone me once they receive it. I’ve heard this “someone will call you” line so many times I’m starting to think “someone” is a fictional employee.

It has now been over 3 months since the initial call. I earn an income from baking — and I have had no working oven for more than 90 days.

The service from Defy has been nothing short of terrible. Truly terrible.