1 reviews | Active since Mar 2019
Complaint Regarding Faulty Defy Microwave and Poor Service at Game Cresta
I purchased a Defy 30L microwave from the Game Cresta branch on 26 April 2026. On Sunday, 10 May 2026, the microwave suddenly stopped working completely. The following day, 11 May 2026, my husband returned the microwave to the store expecting either an exchange or refund, as the appliance failed within a very short period after purchase and is still within warranty. However, we were informed that the microwave first needs to be sent to Defy for an assessment process that could take up to 21 days. This is extremely disappointing and frustrating. According to the Consumer Protection Act, customers are entitled to a repair, replacement, or refund for defective goods within the imp**** warranty period. Being expected to wait several weeks without a microwave for a product that failed almost immediately after purchase is unacceptable. In addition, every attempt to contact the store has been unsuccessful, as it is nearly impossible to speak to the correct person or receive proper assistance. The lack of communication and customer service from this branch has been extremely poor. I request that this matter be resolved urgently with either a replacement microwave or a full refund without further unnecessary delays.
I note your reference to company policy and supplier warranty procedures. However, I would like to clarify that internal company policies do not override the Consumer Protection Act.
In terms of the CPA, defective goods returned within six months remain the retailer’s responsibility, and consumers are entitled to a repair, replacement, or refund. The microwave failed within approximately two weeks of normal household use, which strongly indicates a product defect.
While I understand that an assessment may be conducted, a 21-day waiting period for a nearly new appliance is unreasonable and places an unfair burden on the consumer.
I therefore respectfully request that Game urgently review this matter and provide either:
• a replacement microwave of similar value, or
• a full refund,
within a reasonable timeframe.
Please also provide the expected turnaround time for resolution.
I trust this matter can be resolved amicably without further escalation to the National Consumer Commission.
I note your reference to company policy and supplier warranty procedures. However, I would like to clarify that internal company policies do not override the Consumer Protection Act.
In terms of the CPA, defective goods returned within six months remain the retailer’s responsibility, and consumers are entitled to a repair, replacement, or refund. The microwave failed within approximately two weeks of normal household use, which strongly indicates a product defect.
While I understand that an assessment may be conducted, a 21-day waiting period for a nearly new appliance is unreasonable and places an unfair burden on the consumer.
I therefore respectfully request that Game urgently review this matter and provide either:
• a replacement microwave of similar value, or
• a full refund,
within a reasonable timeframe.
Please also provide the expected turnaround time for resolution.
I trust this matter can be resolved amicably without further escalation to the National Consumer Commission.
