Defy Fridge that just stopped working after 9months.Bought sleepmasters NRB

I purchased a Defy 555LT SBS Fridge (WD DFF447 Metallic). Vat registration number ***, at Sleepmasters, Broadwalk Inkwazi Mall, Richards Bay. This occurred on the 27-06-23. In just 9 months, the refrigerator stopped operating and began producing hot air. Since it was still under warranty, I returned it to the store, and it has been four weeks, and I am still without a refrigerator. We reported the matter on the 26-03-24.

The store manager has been attempting to help me so that I can be helped by her boss. To no avail. As of three weeks after filing the complaint and still without a working fridge or merely sending someone to assess the issue, I had made multiple calls and begged the store to kindly assist me because having no fridge was such a costly hassle. As I have 2 small kids that require lunch and refrigerated already made food after school.

Saying I wasn't frustrated, enraged, and helpless would be an understatement. I eventually contacted Defy because hiring my own electrician would cancel my warranty. I then contacted Defy on the fourth week. Only to find out that the store owner had not reported my complaint to Defy, despite the store manager emails to this individual whom she reported as her boss who was said have to report my complain to Defy. I demanded her bosse’s contact details to inquire as to why my complaint was not logged with Defy. They agreed to call me back as the lady who answered the phone reported that the so-called boss has just left the office. Please note, this was not even a landline but a cellphone number. Which also was a concern, they didn't even bother to indicate if or where their business was, except that they were based in Richards Bay. Thus, it was a no surprise when they failed or rather chose to ignore me, and they couldn't explain why they never filed my complaint with Defy.

I subsequently had to lodge the complaint telephonically with Defy myself and log number given was *** this was on the 12-04-24. It was now four weeks after my initial complaint. Defy then informed me that they will send me a new refrigerator after I had to call them following their technician that was sent on the 15-04-24 . To Which I then indicated since I had to also follow up with them after 3days of no feedback that I will not be open to any options either than being given a new Fridge at this point. Defy then claimed that they would provide me a new fridge when I explained that after their technician assessment, I declined the gas refill option and chose the second alternative, which was to give me a new fridge. Because how can a new fridge, barely a year old, require a gas refill? This made me wonder if I wasn't sold an old fridge to begin with.

To date, Defy informed me on the 17th that they have arranged for a new fridge to be brought to my property, which will take between 7 and 10 or 14 days. They will then arrange for a temporary fridge to be delivered to me by Sleepmasters Richards Bay. They were alerted, and fast tracked to today, once again via the store manager, who has been so diligent but can only pass on my complaints to her employer. I have been promised a temporal fridge since April 17th and have been told different stories up until today. I alerted Defy yesterday (23-04-24) about this situation by phoning the *** number of a lady who has been coordinating the process, who stated that she was equally concerned about why they had failed to meet their agreed upon requests as previously conveyed and agreed. However, none of them have responded as of today, and I still do not have a temporary or new refrigerator. Please advise as it will now be 5 weeks since I reported the complaint. At this point, I am considering taking the case to small claims court and reporting it to the ombudsman. And the financial cost of daily living of not having a fridge is significant.

The following numbers that I called were as follows:

Sleepmasters Richards Bay: ***

The offices of the so-called unknown boss of the store manager: ***

Defy head offices: ***.

Defy 2nd number I was given to help me deal with the matter: ***.