UNSKILLED TECHNICIANS

As discussed I purchased a Defy 552LT Combi Fridge unit on the 17th June 2022 from Hirsch’s Waterfall branch. At the end of September 2023 the panel in the front started flashing an error code 13. I then logged a service call with the Waterfall branch on the 02/10/23. A technician arrived 5 days later to tell me that a code 13 means the door of the fridge has been left opened & the temperature needs to recover. After two days the error code was still flashing. When I called the technician he told me to log another call. This I did on the 11/10/23 at the Waterfall branch. When another technician arrived on site he told me it’s the PCI board & that he would have to order the part. On the 18/10/23 I went into the Waterfall branch & chatted to Jordache Pillay & explained what I was going through & requested his assistance I this regard. I did not receive any feedback that day from Jordache & then called back to be told by Jordache that he was trying to get Defy to replace the unit. Later that day I received a call directly from Defy to advise that another technician was on his way. I explained that I was awaiting feedback from Jordache regarding a replacement unit & not to send the technician out. On Friday afternoon @ 16h00 the Waterfall service department called to advise that the Defy technician was trying to get hold of me to install the PCI board. I asked to speak to Jordache, who then told me Defy refused to provide a replacement unit. I was upset & told them to come through on Saturday. The Defy technician arrived at 13h00 & installed the new PCI board. The error code was still flashing. He then told me it must be the temperature sensor & that the unit needs to be taken away for repairs. As you can imagine I lost my cool & tried to get hold of Jordache, but he was unavailable. When we make contact Jordache again told me that as no replacement unit would be provided & that he would arrange for a loan unit, while it was being repaired. I then contacted Hircsh's head office & spoke to Keith Govender who arranged for a replacement unit from their stock.

Hirsch’s is a well respected retailer & with the huge buying power your company has, you should be able to take Defy out by their knees for their sub standard service technicians & bad customer experience management. I will never buy a Defy unit ever again & I will ensure the word gets out to my network.