Game Purchase: Defy Double Door Fridge

Good day,

I am writing to address 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 at a Game store.

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 Ralph 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, the technician 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. Furthermore, the lingering odor in the fridge, despite multiple cleanings, is unacceptable. We had to throw away more food including our Christmas purchases on Sunday, 24th December. We are deeply disappointed by Defy's poor service, 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. We have called Defy Montegu in Cape Town and they were not able to assist us, We called Defy ACS Tygervalley and they have no technicians available and the manager of the branch was on leave, there was only an administrator who was available and wasn’t able to assist. We are appalled by this brand and the service we received.

Game stores SHOULD NOT be selling fridges to customers if proper quality checks were not done!

Your immediate attention to rectify this situation is expected.