Urgent Regarding Defy Fridge

Disappointing service from Defy that has spoilt our Christmas and a loss of money and groceries on our end. A matter of utmost concern regarding the service provided by Defy in response to a technical issue with my double door fridge, purchased in July 2020 under a warranty.

On Tuesday, December 19th, I contacted Defy (ticket number ***) due to issues with the fridge's freezer section not freezing, a warm temperature on the fridge side, and a recurring red error light. Technician, assigned by Defy, diagnosed the problem as oil in the pipes which requires a flushing of the pipes and a full re-gas. Despite assurances, he delayed the service, impacting our food which thawed out and got rotten, the technician, eventually performed the re-gas on Thursday, December 21st at 3pm. Unfortunately, the issue persisted, and we called the technician and he returned on Friday, December 22nd at 2pm advising he forgot to reset the fridge control unit and he advised it should work going forward, after performing some actions on the unit, the problem was not resolved. The technician advised us we can call him on Saturday regarding the issue and he will make himself available, we have tried calling him on Saturday and messaging him and he has not returned any of our calls and messages. On Friday we had to throw away a large amount of food as this became rotten and left a lingering odour in our fridge and home.

After three visits, it is evident that the technician treated our concerns with a lack of urgency, provided a rushed and unprofessional service and failed to resolve the problem, he also arrived on Thursday with his girlfriend to sort the issue out, arriving later than expected, he suppose to be at the premises at 10am but arrived at 3pm, he arrived with his girlfriend who sat down in our home and during the service they were having personal conversations and discussing they have to be somewhere else at 4pm, this made me feel he rushed the job which resulted in the problem not getting resolved as his interest **** elsewhere. The fridge is not cooling, the freezer is not freezing any food and the compressor is also making loud and breaking sounds.

This has led to the loss of over R1000 worth of food and disrupted our Christmas plans. We had to reframe from buying any meat items for Christmas and avoid using the fridge leaving us to miss a Christmas lunch. We have no family in Cape Town who could have assisted us to keep these items in their freezer until our fridge was sorted out. We even explained this to the technician but his attitude was evident that he did not care much.

Furthermore, the lingering odor in the fridge, despite multiple cleanings, is unacceptable. Our home is still smelling of rotten meat after several times of wiping down the fridge, To think of a long standing brand like Defy would be a good investment, think again, Defy appliances is a complete let down.

We are deeply disappointed by Defy's poor service as well, which not only violates the terms of the South African Consumer Act but has also left us in a financial predicament. We insist on a swift and effective resolution to this matter. The R10,000 investment in a Defy fridge should not result in such distressing experiences. This level of service falls below expectations, and I am compelled to share this unfortunate experience on social media and other platforms.

Our ticket number should pick up our details regarding the above.

Mr Sing Cape Town.