Beyond Appalling & Unprofessional service

If it was possible to give a zero rating I would because the service I have received is beyond appalling.

On 4th November 2025 i called to request repairs for my fridge and I was advised that a technician would contact me. The technician came and advised that the compressor needed to be replaced and regas done. Despite them fitting the compressor and re-gassing, my fridge still remains unfixed. I’ve tried on several occasions to get hold of the technician and he would ignore my what’s app or make promises to call me back. After a long wait he came back to repair, yet the fridge still remained unfixed. I tried communicating again and he didn’t respond. I then resorted to emailing the customer care department explaining my dissatisfaction with the service I received and requesting for the matter to be escalated, yet no one responded. After another long wait, on the 11th December I got hold of the technician and he stated I needed to log another request through the customer care line. I called into to their customer care explaining my situation and frustration and I was advised that my matter would be prioritised as urgent and a senior technician would be allocated to me so I waited for the technician to be allocated.

Today 17th December 2025 no one has contacted me and I again resorted to calling the customer care line and I’m still thrown from pillar to post as no one is taking accountability and no proper solution is given. I even requested my refund for all the money I’ve paid for the call out fee , compressor and re-gas yet was adviced that they would not refund the call out fee and this is despite me requesting clarity as the call out fee includes repairs and assessment, yet I have not benefitted from it as my fridge has never been repaired after the technician fitted parts.

I’m beyond frustrated at this point as defy has shown no empathy for me and there is absolutely no accountability from their side.