Defy's shocking 'customer service'

I have experienced the worst customer service with Defy service centre. I can honestly say that I have explored every possible avenue before writing this review. This included approximately 10-15 calls to the call centre, trying to contact the escalation manager (Edward) who never answers his direct line or returns messages, Twitter DMs and unfortunately my issue is still unresolved.

My mom's oven stopped working end of December. She has only ever had Defy service her oven as long as she has had it because she believes in loyalty and the brand she has invested in.

One electrician came out and replaced a wire, when she put the oven on again, all her plugs tripped and there was a burning smell coming from the oven. We logged another call and asked them to come and fix what was clearly not done properly. Needless to say we are sitting on 21 Feb 2022 and still logging calls to ask for the same service to be done 2 months later. One excuse has been that a part is on order and not arrived, but there was never a part issue communicated prior to several follow ups.

The call centre offers no other option other than an escalation to a manager. After never receiving a call from this manager, I tried to call his direct line, left messages to no avail.

After eventually demanding a full refund so we can get another electrician in, Defy promised to have another electrician attend to the matter. They did and replaced the fan, when put on again the fan made the loudest noises (clearly not the right fan) and they said they would be back in 3 days to put in a different fan. That was last week and our patience has officially run out,

This cannot be how service runs at Defy or how managers handle customers? My mother looks after my 90 year old grandmother and has not been able to cook properly for her in months. Its just not acceptable and Defy offers no other customer options outside of the call centre, whose hands are either tied or just as incapable of solving a customer request /complaint. This situation has left us beyond frustrated and disgusted in the brand overall.