No response from Defy on complain logged

I am writing to lodge a formal complaint regarding the Defy technician from Jays Appliance who was assigned to handle my repair.

Firstly, when I received the SMS from Defy Customer Care (which did not include a contact number), I had to search online to obtain the technician’s details. When I contacted him, he questioned how I obtained his number and responded rudely, stating that he does not work on Saturdays—despite the service request being scheduled for Saturday, 18 April. He then informed me that he would contact me during the week to make arrangements.

However, today at approximately 14:00, he called to say that he was 10 minutes away from my residence and asked if he could come through. As I work more than 30 km away, I explained that he should have called earlier to make proper arrangements so I could be present. He insisted that if he did not attend today, it would be difficult for him to return on another day.

As a result, my daughter allowed him access to inspect the freezer. I had clearly stated in my fault report that the thermostat runs continuously and that, when the unit initially stopped working (intermittent), blood from the meat leaked onto the floor—indicating that the freezer may not be sealing properly, even though the drain plug is securely in place.

After a brief inspection, during which my concerns were not properly addressed, he left and closed the job card, stating that no fault was found.

For your reference, I own three DEFY DMF454 units. For this particular faulty unit, I have installed a smart meter (i am an electronic engineer) to monitor power consumption, which clearly shows that the appliance runs continuously. Additionally, it only freezes effectively at the top.

I found Jay to be extremely rude, dismissive, and unwilling to listen. He also terminated the call when I informed him that I would be lodging a complaint. His conduct is unacceptable and does not reflect the level of service expected from a Defy service agent.

With service agents displaying such behavior, Defy risks losing loyal customers.

I kindly request that this job card be urgently reopened and that a qualified and professional technician be assigned to properly assess the issue.