Defy Service Centre

Defy Service Centre,

I am writing to express my extreme dissatisfaction with the poor after-sales service I have received regarding my Defy Gas Hob, which is only 2 months old and still under warranty.

Despite multiple attempts to get assistance for this malfunctioning appliance, this is now the second complaint I’ve had to raise — and yet, I continue to face constant delays, lack of communication, and unfulfilled promises.

This morning, I was informed that a technician would arrive at 08:30, and I have been waiting ever since. There has been no update, no call, and absolutely no accountability. Every time I follow up, I am either passed from one department to another or given vague reassurances that lead nowhere.

This kind of service is completely unacceptable, especially from a brand that promotes itself as reliable and customer-focused. It is incredibly frustrating to invest in a new appliance and be met with such poor and unprofessional support when it matters most.

If I do not receive a response and proper resolution immediately, I will be left with no choice but to personally return the unit to Hirsch’s this afternoon and escalate this matter to the Consumer Goods & Services Ombud.

I expect urgent action and a technician to be dispatched without further delay. I trust this matter will be taken seriously and resolved as a priority.