Worst service

In January 2018 we bought a Defy 731 stove from BMC Appliances. In 2019 the rubber gasket snapped and was replaced by Khosi, a Defy technician. In December 2019 it snapped again an was replaced once more by Khosi. During January 2020 on the 6th, 13th and 16th the gasket snapped again and eventually a senior technician, Mike, came to take photos. Mike contacted Eddie whom is situated at the local Defy branch and a job number (***) was allocated to our problem.

In April 2020 we received a new stove after a long deliberation back and forth. During January 2021 the inside of the oven door started to fall apart. The metal sheet and glass window buckled and tore apart from the door. Eddie was contacted but was either never there or didnt care to respond to our calls.

We made contact with a Madelein whom assigned job number *** to the fault and confirmed a technician would come to assist. In November 2021 the technician named Macdonald arrived and advised that we need to speak to Eddie. We got hold of Eddie whom confirmed the order of a new door in December 2021.

There has been no communication since, despite hundreds of calls to Defy in search of Eddie, no answer or returned calls. Same apply to Madelein. No one at Defy can give us an answer as to the wherabouts of the new door.

The service is appalling to say the least. No inspection into why the previous oven' gasket kept snapping, no answer or explanation. New stove, door falls apart and the same lack of service is rendered. I am unsure if Defy is truly oblivious to the fact that their customer service is very bad or if they just dont care.

I am considering approaching the Ombudsman seeing as Defy is unable to service the needs of their customers. Should Defy reply to this review, it better be with an answer and not an excuse.