Defy’s Appalling After-Sales Service

I am writing to express my absolute disgust and frustration regarding the appalling level of after-sales service I have received from Defy South Africa.

Following my previous formal complaint, you apologised for the unacceptable experience and personally assured me that a technician would attend on the agreed date. Based on this assurance, arrangements were made on my side to ensure availability.

The technician never arrived.

To make matters worse, there was no communication, no courtesy call, no explanation, and no apology from Defy whatsoever. Instead, the following day, the technician casually contacted me as though nothing had happened and attempted to arrange a new appointment. This level of disrespect towards customers is completely unacceptable.

The entire experience has demonstrated ongoing incompetence, poor communication, lack of accountability, and an alarming disregard for customers’ time and concerns.

To summarise:

Our oven door fell off and shattered completely. Your call centre provided conflicting and inaccurate information. Staff displayed unprofessional behaviour during calls, including excessive background noise, laughing, and unrelated conversations. I was initially told technicians cannot provide appointment times, which you later confirmed was incorrect. You personally apologised and committed to resolving the matter. Defy then failed to honour the promised appointment without any communication or apology. Even formal communication from Defy contained incorrect spelling of my surname, reflecting a further lack of professionalism and attention to detail.

What is most concerning is that nobody within your organisation appears to take ownership or responsibility. The standard of service currently being delivered by Defy South Africa is disgraceful and far below what any customer should tolerate.

I can state with confidence that this experience has completely destroyed my trust in the Defy brand. Based on the quality of both the product and the shocking after-sales support received, I would strongly recommend that consumers reconsider purchasing Defy appliances.

Defy once had a reputation for quality and reliability. Unfortunately, based on my experience, that reputation no longer reflects reality.