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From: Zahira Alli Sent: Wednesday, November 17, 2021 10:11 AM To: Davisen Veerasamy <***>; Service South Africa <***> Cc: Ismail Khaki <***>; Pragasan Pillay <***> Subject: RE: Extremely Horrible Service Experienced From Defy Dear Mr Davisen That is all lies , he did not even come with his testers. He is lying and this is not the first time he did that . The Senior technician that came out yesterday had found the fault and the faulty unit is still in our oven. I do not know whose part he had given to you. I will ensure I take pictures of this faulty part. If he replaced it how did the senior technician find the fault. Come on this is ridiculous and now the lies that your technician is speaking is totally not acceptable. What are we the customer going to lie about ? What would we need to do with the part? This is now ***** and makes us the customer feel like *******. I am going to report him. Will take this further. Please call me as everytime I call or leave messages you are not returning or taking my calls. Regards From: Davisen Veerasamy <***> Sent: Wednesday, November 17, 2021 9:07 AM To: Zahira Alli <***>; Service South Africa <***> Cc: Ismail Khaki <***>; Pragasan Pillay <***> Subject: RE: Extremely Horrible Service Experienced From Defy Good day Mrs. Alil, I have spoken to the owner of the Agency and they do apologize for not attending to this call in a proper manner. I have also discussed with him regarding the testing of the units after thermostat replacements. The tech did advise that he had replaced the thermostat and has provided the faulty part which was removed from the unit. Further to this I will await the report from the Senior technician to advise further. Thanks. Kind Regards Davisen Veerasamy | Field Service Manager | KwaZulu-Natal Defy Appliances (PTY) LTD 135 Teakwood Road, Jacobs, Durban, 4052, South Africa Office: +***1 | Sensitivity: Public From: Zahira Alli <***> Sent: Tuesday, 16 November 2021 2:12 PM To: Davisen Veerasamy <***>; Service South Africa <***> Cc: Ismail Khaki <***>; Pragasan Pillay <***> Subject: RE: Extremely Horrible Service Experienced From Defy Dear Davisen Thank you for the reply. I also would like a reason as to why the technician came through on Saturday without the tester and despite telling my family and I that he would be coming on Monday morning with the tester go and close the call reporting that he had changed the thermostat. Had I not followed up on Tuesday afternoon I would still be sitting and waiting. You may also check with the previous logs the same thing has happened. What happened to the thermostat? I await your reply. Regards From: Davisen Veerasamy <***> Sent: Tuesday, November 16, 2021 1:36 PM To: Zahira Alli <***>; Service South Africa <***> Cc: Ismail Khaki <***>; Pragasan Pillay <***> Subject: RE: Extremely Horrible Service Experienced From Defy Good day Mrs. Alli, Apologies for the delay. I did have a look at the job card for the oven. I have given the call to a Senior Tech from the factory to attend and fully test/assess the unit and provide us a report. Thereafter we will advise the way forward on resolving your complaint on this item. I will also discuss the service provided to you but the Agents who had called out due to the below. Thank you. Kind Regards Davisen Veerasamy | Field Service Manager | KwaZulu-Natal Defy Appliances (PTY) LTD 135 Teakwood Road, Jacobs, Durban, 4052, South Africa Office: +***1 | Sensitivity: Public From: Zahira Alli <***> Sent: Tuesday, 16 November 2021 1:13 PM To: Davisen Veerasamy <***>; Service South Africa <***> Cc: Ismail Khaki <***>; Pragasan Pillay <***> Subject: FW: Extremely Horrible Service Experienced From Defy Dear Davison I have called for you this morning and spoken to K****n regarding the below. I was told that someone would contact me and its now 1:12pm and no reply or feedback provided. Pathetic service From: Zahira Alli Sent: Monday, November 15, 2021 11:51 AM To: *** Subject: FW: Extremely Horrible Service Experienced From Defy Dear Defy Once again I have to be dealing with DEFY for the poor service and the unprofessionalism and lies by the technicians . Refer call log *** Technician came out on Saturday and when asked why he didn’t call us to notify he says he knew we would be home. How on earth does he know that? Secondly he came without a tester ? What was the point of coming out ? Thirdly he replaced the hinges with a big gap on the stove where all the heat is escaping and damaging the cupboards And Fouthly he was suppose to come with his testers this morning only for me to phone and follow up with your call centre for them to tell me he replaced the thermostat. Nothing was replaced? I had to reopen the call. Please can someone call me because this time I will not be so lenient. Regards Zahira Alli *** From: Zahira Alli Sent: Friday, January 15, 2021 8:28 AM To: Davisen Veerasamy <***>; Service South Africa <***> Cc: Ismail Khaki <***>; Pragasan Pillay <***>; *** Subject: RE: Extremely Horrible Service Experienced From Defy Hi To date I have not received feedback for the stove or the feedback on the letterhead. Regards From: Zahira Alli Sent: Monday, January 4, 2021 9:13 AM To: Davisen Veerasamy <***>; Service South Africa <***> Cc: Ismail Khaki <***>; Pragasan Pillay <***>; *** Subject: RE: Extremely Horrible Service Experienced From Defy Good Day This was happening from the second month of delivery and only on one plate. Those pics are 8 months later Davisen. Check your records and speak to your technicians in my presence as this is not what was said to me. Sorry but this leaves me with no choice but to seek assistance from Hello Peter. I need this on a letterhead and also I still have not received and feedback from you on the fridge. Is that also usage that every second month that the fridge stops working. Regards ZAHIRA ALLI Underwriter | Sales & Services 18 The Boulevard, Westway Office Park, Durban T. +*** C. +*** E. *** www.ominsure.co.za Should you wish to escalate any matter or share a compliment, please do not hesitate to contact my manager ELENA BRIJLAL | Team Leader - Commercial Underwriting | T. +*** E. *** From: Davisen Veerasamy <***> Sent: Monday, January 4, 2021 9:08 AM To: Zahira Alli <***>; Service South Africa <***> Cc: Ismail Khaki <***>; Pragasan Pillay <***>; *** Subject: RE: Extremely Horrible Service Experienced From Defy Good day Zahira, I have viewed the pictures which do show the hob clearly. I have also discussed with Ismail and both our Senior Techs from the factory. This is due to usage and not a defect on the hob. Please also forward copy of your invoice thanks. Thanks. Kind Regards Davisen Veerasamy | Field Service Manager | KwaZulu-Natal Defy Appliances (PTY) LTD 135 Teakwood Road, Jacobs, Durban, 4052, South Africa Office: +***1 | Sensitivity: Public From: Zahira Alli [mailto:***] Sent: Wednesday, 30 December 2020 10:13 PM To: Davisen Veerasamy <***>; Service South Africa <***> Cc: Ismail Khaki <***>; Pragasan Pillay <***>; *** Subject: RE: Extremely Horrible Service Experienced From Defy Finally! Dear Mr Davison This is a lame excuse for not responding on the two emails prior as well as one from Khakhi himself was sent to you. Despite Yugen asking you on numerous times for you to call you still have not. Even he had said he is tired of asking you to call.(Is this the service that DEFY offers????????????? Had u been in my company you would have been fired) Only now when defy is copied then how convenient for you to respond. Please note that the damages on the stove top is only on one plate and this was happening on the second month of the stove top being delivered to us. There was only two elderly people staying here so how on Earth can this be usage and usage also within two months…….Come on please I would like to know if the technicians who came out say something and you who is at the office who has not even seen the condition of the stove say usage. This was reported to defy on the second month. I find it quite strange that its now 10 months later and the other plates still do not have any damages. This itself will tell you that it is a defect on the stove top. Please re look at your decision because all 4 technicians that have come through have told us the same thing that I am telling you and that they have also told us that it’s a defect and will be replaced. Even the technician which your have sent from the company which is contracted to you guys have said the same thing. If you want you are most welcome to have a look at this yourself or maybe even someone from DEFY SA. Please let me know on your decision and also on the Fridge which is still not working properly. Please can someone at DEFY SA who has the expertise on these products please come and view these items as this is very frustrating. Regards From: Davisen Veerasamy <***> Sent: Wednesday, December 30, 2020 1:36 PM To: Zahira Alli <***>; Service South Africa <***> Cc: Ismail Khaki <***>; Pragasan Pillay <***>; *** Subject: RE: Extremely Horrible Service Experienced From Defy Good day Zahira, Hope you are well. Apologies but I did not see your first emails due to my email address being incorrect on those emails. I have received this one and have discussed your Issue with Yugen. I have inspected the pictures of your glass top. This is not a fault with the glass but is due to usage of the unit. The glass cannot be replaced for this. Please could you also send a copy of your invoice for our system. We cannot find any retailer information on any of our job cards regarding your purchase. Thank you. Kind Regards Davisen Veerasamy | Field Service Manager | KwaZulu-Natal Defy Appliances (PTY) LTD 135 Teakwood Road, Jacobs, Durban, 4052, South Africa Office: +***1 | Sensitivity: Public From: Zahira Alli [mailto:***] Sent: Wednesday, 30 December 2020 12:27 PM To: Service South Africa <***> Cc: Ismail Khaki <***>; Davisen Veerasamy <***> Subject: FW: Extremely Horrible Service Experienced From Defy Dear Defy Please see trail emails below. I am really furious now. Davison is not fit to be manager . Its been three weeks now since the technician has come here. I have just got off the phone with him and he has also confirmed that he has left numerous messages with Davison to call me and to give me feedback but the man just would not phone neither email or even acknowledge my concerns. I have a recording of my conversation with Yugen the technician who confirmed and also was very frustrated as he said that there is nothing more that he can do to as he has done his part and that I need to make contact with Davison as Khakhee is on leave. Yugen requested that I call the offices and I have been trying for the past hour and all three numbers there is no answer. Are yourl having a holiday at teakwood. Please someone do contact me on *** or *** Regards ZAHIRA ALLI From: Zahira Alli Sent: Wednesday, December 2, 2020 12:34 PM To: Ismail Khaki <***> Cc: Davisen Veerasamy <***> Subject: RE: Extremely Horrible Service Experienced From Defy Dear Ismail Please see my email attached. Kindly note that the technicians that come here are either taking the parts for themselves or they are just out there to irate customers . Last month the call was closed with technicians comment motor changed and closed call- this was a lie as he never came out. I informed the manager Rajesh This morning – another call was closed of which technician came in on the 25.11.2020 and replaced the hinges on oven and was going to come back and change the thermostat as well as align the oven door. I had spoken to Rajesh again this morning. Why are the products of DEFY so weak and keep breaking. Every unit had a fault. I really do not want any of these items now. The quality is absolutely poor and the service I have no words for. How many times was the motor changed on the hob, the fridge exchanged after +- 8 months of initial complaint only to still be leaking. The stove top within two months only for one plate to scratch so badly. The oven they can never get right. Come on Ismail place yourself in my shoes. All new cupboards fitted in my kitchen are already damaged by the oven and hob side. The hob delivered in December and only completely fixed one month now and the oven still. Is DEFY going to be responsible for those damages as well. Look at this an email was sent to you in July and to date no reply until I emailed you again. You are only going to investigate now! Is this going to be ongoing till the warranty finishes. If you want you can take all your items back and give us a refund. We cannot be going on like this when there are so many other important things to worry about than this. Regards From: Ismail Khaki <***> Sent: Wednesday, December 2, 2020 12:18 PM To: Zahira Alli <***> Cc: Davisen Veerasamy <***> Subject: RE: Extremely Horrible Service Experienced From Defy Good day Zahira. Please see history of the jobs logged on 17.11.2020 below. • *** --- REPLACED THE HINGES • *** --- REPLACED FAN,COMPLETED • *** --- ALL PLATES TESTED -ONLY SCRATCHES ON GLASS , NO GLASS REPLACEMENT • *** --- TESTED UNIT -NO FAULT DETECTED I will send our senior technician to inspect the units and report to me , only then will I be able to make a decision. Kind Regards Ismail Khaki | Regional Service Manager | KwaZulu-Natal Defy Appliances (PTY) LTD 135 Teakwood Road, Jacobs, Durban, 4052, South Africa Office: +***1 | Sensitivity: Public From: Zahira Alli <***> Sent: Wednesday, December 2, 2020 11:32 AM To: Ismail Khaki <***> Subject: FW: Extremely Horrible Service Experienced From Defy Dear Mr Khaki To date I have not received aby calls or feedback from you. I am currently logging this dispute with Defy SA complaints as well as Hello Peter. Extremely disappointed. At this stage I feel like bringing all DEFY products that I purchased and dumping at yourl site due to the poor quality of every unit purchased Regards Zahira From: Zahira Alli Sent: Friday, July 3, 2020 9:06 AM To: *** Subject: Extremely Horrible Service Experienced From Defy URGENT Slmz Please can I have a contact number so that I could explain the frustration. My contact number is *** / ***. Regards ZAHIRA ALLI Please consider the environment before printing this e-mail. An Old Mutual Insure Staff Innovation initiative. By receiving, reading or acting upon this email you will automatically be bound by the terms of the Email Legal Notice which can be viewed at https://www.oldmutual.co.za/about/old-mutual-insure/email-disclaimer or send a blank email to *** to obtain a copy.

Old Mutual Insure Limited is an Authorised Financial Services Provider. Please consider the environment before printing this e-mail. An Old Mutual Insure Staff Innovation initiative. By receiving, reading or acting upon this email you will automatically be bound by the terms of the Email Legal Notice which can be viewed at https://www.oldmutual.co.za/about/old-mutual-insure/email-disclaimer or send a blank email to *** to obtain a copy.

Old Mutual Insure Limited is an Authorised Financial Services Provider. Please consider the environment before printing this e-mail. An Old Mutual Insure Staff Innovation initiative. By receiving, reading or acting upon this email you will automatically be bound by the terms of the Email Legal Notice which can be viewed at https://www.oldmutual.co.za/about/old-mutual-insure/email-disclaimer or send a blank email to *** to obtain a copy.

Old Mutual Insure Limited is an Authorised Financial Services Provider. Please consider the environment before printing this e-mail. An Old Mutual Insure Staff Innovation initiative. By receiving, reading or acting upon this email you will automatically be bound by the terms of the Email Legal Notice which can be viewed at https://www.oldmutual.co.za/about/old-mutual-insure/email-disclaimer or send a blank email to *** to obtain a copy.

Old Mutual Insure Limited is a licensed FSP and Non-Life Insurer.