Utterly disappointed!

Good Day,

I am writing to formally complain about a faulty Defy 7kg washing machine purchased from Makro on 27 November, which was delivered that same weekend.

Upon first use, it became clear that the machine is faulty, as it does not spin correctly. I reported the issue to Makro immediately, and a Defy technician was arranged to inspect the unit. Unfortunately, the technician only attended approximately one week later, where it was confirmed that the PC board is defective.

I was advised that Defy could replace the PC board; however, this is unacceptable, as the appliance is brand new. I should not be expected to accept repairs or replacement parts on a newly purchased product.

Following this, no further action was taken. I had to follow up with Makro myself, after which Defy responded that they were unable to assist due to stock take and were still “looking for spares.” This delay is unreasonable and has now extended into the third week without resolution.

I subsequently requested a refund, clearly stating that I do not want a repair or exchange. Despite this, Defy responded requesting my proof of purchase for an exchange, disregarding my request entirely. To date, no apology has been offered, nor has any meaningful effort been made to resolve this matter.

This level of customer service is unacceptable and falls well below reasonable expectations.

In terms of the Consumer Protection Act (CPA), I am entitled to a full refund for a defective product within six months of purchase. I am therefore formally requesting that this matter be resolved immediately by processing a full refund.