We have had an awful time with Defy since before we even moved into the new house! The letter of complaint that I sent to them kind of sums it up:
13 April 2010
Jason Crowther
Branch Manager
5A Marconi Road
Montague Gardens
Minerton
9550
Dear Mr Crowther
Service Complaint About Broken Defy Washing Machine
My washing machine (Defy Automaid, model number: DAW310, serial number: AA02290338, part number: 061693) started leaking at the beginning of November 2009. A family friend came to look at it and indicated that there was a hole in the drum. I noticed that there was a green sticker still on the machine that claimed that there was a ten year warranty on the drum. I called Defy (Ismail Pandor who put me through to the workshop) on 6 November 2009 at 11 am to request that the drum be replaced (I quoted the part number as instructed by A & A Furnishers). Defy claimed that the drum would be free but I would have to pay for the labour and that they would collect the washing machine from my apartment. I agreed to this and asked them to come to my apartment on 12 November 2009 when the cleaning lady was in. A man came to my apartment and did not collect the machine! He charged me R228 for telling me what I already knew i.e. that the drum needed replacing. I called Defy and spoke to this man the next day. He said that they did not have the part and it needed to be ordered. I was annoyed as I had already quoted the part number and he could have checked this information before coming to my apartment and not even collecting the machine as promised. I was given the reference number: 8483967 and was told that I would be contacted when the part came in.
I waited for about two weeks before calling about the part. At this stage I was desperate for clean washing, having to drive to my mothers place or use the Laundromat. I spoke to Marie who claimed that the part had been in for some time. I told her that I was supposed to be called about the part and that I was annoyed that I had waited unnecessarily. Marie also mentioned that the man who came to my house was not supposed to charge me R228. I found it confusing that some people were telling me one thing and others were telling me other things yet they are all Defy staff. Marie asked when I would be home for them to collect the machine and I said that I would have to drive home from work and would need 30 minutes notice to open up for the delivery person. I also indicated what days I would have the car, when my husband would have the car and both of our cell numbers. I did not receive any calls on the days that I had the car or did not have meetings as communicated with Marie and/or the technicians. My husband also listened out for calls. The drivers sometimes called on days that we indicated that we (or the cleaning lady) would not be available at very short notice – less than 30 minutes. Finally we were able to arrange that they come on December when both my husband and I were on leave. Defy staff came to collect the machine and, on the way out, they splashed filthy and stinking water from the machine’s pipe on my newly cleaned Coricraft couch (which I hand washed in my bath because my washing machine was not working). I was not impressed and had to hand wash the cover again. They also trailed dirty water down the stairs of the apartment and my husband had to mop it up. The staff could have informed us before they made a mess so that we could drain and clean the pipe.
I waited for months for the machine to be ready, finally loosing all patience and having to speak to Marie’s manager. This was after many calls to and from about the machine. Marie’s manager arranged for the machine to be delivered +/- 10 March 2010 to our new residence (as we had sold our apartment and moved into a house in less time that it took for Defy to repair the washing machine). When the machine was delivered, I immediately put a load in. I noticed that the machine was still leaking and became very angry. I called Marie’s manager again and he had difficulty getting someone to come to our place in the evenings when we are at home. He suggested a Saturday but I had now lost all trust in Defy’s service. I said it might be best for me to get a handyman to look at it and then get back to Defy because I did not want my washing machine to go missing for months again. I did not get a handyman though (as I do not want to spend any more money on this leaking machine that I have already paid over R700 to fix), and am rather writing this letter so that you can advise the best way forward. The machine currently does not trip the electricity but it is leaking and I am concerned about it tripping the electricity again or being dangerous to use.
I would like you to know that I recently bought a Samsung fridge that cost R XXX and specifically excluded any Defy products from my search. Next on my list is a dishwasher that I will ensure is not a Defy as I have lost any trust that I have in your after sales service. I hope that the information that I have provided might assist you in some way to address any staff, service and communication issues in Defy. However, I would like it if my washing machine could be fixed so that I have piece of mind that it will not be dangerous to use but I am not prepared to wait for months for this to happen. Please could you advise how this may be done without me having to be without a washing machine at home again?
Yours faithfully
XXX
XXX
This is the offending washing machine. Needless to say Defy sent all sorts of technicians after receipt of this letter (two teams at the same time who were unaware of the other's presence - lack of planning). The technicians were really great guys but I think that the management of the process is terrible. They also do not look at your machine holistically, causing other problems when trying to fix something else.
To cut this very long story short, the machine started leaking again from the door and then the drum refused to turn, making a terrible grinding sound. It also tripped the electricity sometimes. We had enough and bought this beautiful new Samsung washin machine from Makro on Saturday 14 August 2010:
SAMSUNG 7kg Front Load Washer White
Article Number: 165461
Model: WF8602NHW
1200rpm
Voltage control
24 month guarantee
It is a part of their birthday sale, ending on 23 August 2010: http://www.makro.co.za/content/MNAT2551_email.pdf
If you ever need to buy a major appliance, go to Makro in Ottery and ask for Beverley on the sales floor. She is usually busy, but it is worth the wait because she will give you good advice.
Here is the Defy looking rather bleak:
Bye bye Defy! Well...
We are a bit upset that our new house has a Defy stove and oven. If they ever break, I think that I will rather just buy a new one!If you are having problems with Defy, please call:
Theunus (manager) or Marie (workshop) on (021) 526 3000
But, if you want our advice, just cut your losses and buy a new one! It will end up costing you time, effort and frustration if you try to get it fixed! Also consider a different brand when buying appliances since Defy's after sales service is awful at the moment!
