Contact Defy Appliances: Find below customer service details of Defy Appliances, including phone and email. Besides contact details, the page also offers a brief overview of the company. Reach the customer service below for support, complaints or feedback.
Head Office
135 Teakwood Rd,
Jacobs, 4052, Durban,
South Africa
Customer Service
Phone: 086 100 DEFY (3339)
Phone: +27 31 460-9711
Phone: +27 31 460-9738
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About Defy Appliances
Defy Appliances is a manufacturer and distributor of domestic appliances in South Africa. Founded in the 1920s, the company operates as a subsidiary of Arçelik Group. Headquartered in Durban, Defy Appliances manufactures products from its three factories located at Durban, Ladysmith and East London. It also operates sales and service centers in major provinces across the country.
Defy’s product lineup includes stoves, microwave ovens, cookerhoods, hobs, refrigerators, laundry/dishwashers, air conditioners, blenders, coffee machines, kettles, mixers, stand fans, steam irons, toasts and vacuum cleaners. You can purchase the products at a brick and mortar store or via popular online retailers. If you have purchased a Defy product, you can register same on website to keep track of purchase, service or warranty. There is also a Manuals section for those needing help with usage. If you need help with repair or replacement of parts, reach the nearest Defy service center for assistance. For more information or queries on payment, cancellation, warranty, repair or others, reach the Defy Appliances customer service.
Defy do not take their customers seriously but it’s a big reputable company. Hardly take calls or emails of their customers. I am very disappointed as my fridge is not working but still under warranty.
Defy service is very poor and the Defy brand is not so good as you can tell from they service they are giving me. My fridge was already repaired 3x and packed up again, the last time they fixed it, they were putting a different make fan in (that is not even a defy original part) and tells us it will last but its now almost 5 months and faulty. I requested someone to come to fix but they have not responded positively.
My fridge/freezer combo gave an error. I phoned warranties as it is still under warranty. They came out 3 times without solving the issue. First callout 22 Dec 2022. Had to get a new job card number, which I did on 6 Jan 2023. Technician visit was only scheduled for 16 Jan, which they did not honour. Then re scheduled for 17 Jan, also not honoured, phoned on 18 Jan they will escalate, no new appointment was made. Food is spoiled as well as service expectations. Will think twice to purchase a Defy product.
I have a double door defy Fridge which i bought from Samsung store at the mall of Africa in Midrand. Its been 3 months already since i asked them to sort out the loud fan noise and i was told by Charmaine from the Samsung store after weeks of complaining, that she will send out Defy techs to sort it out from the centurion branch. Its almost 3 months and my fridge is still not fixed under the warranty as it should be, the noise is very annoying and very loud.
I bought a Defy 14 KG Toploader from Save Hyper in Pmburg in May 2022. The machine worked for a month and started wobbling and making big noises. I reported it to on 08/07/2022, a Defy technician came out to my home and diagnosed the fault. On Monday 11,July 2022 a brand new machine was delivered to my home. Thanks Defy for your prompt service.
Shocking, pathetic service both from head office and the service centre. Problem reported 2 March with oven not heating and one or two plates not working properly. (Job number 1591150). A technician called and replaced the element in the oven but said he had no job card to repair the hob. On 28 March I received a new job number (1603694) and a telephone call from someone to enquire what the problem was and when he confirmed that I would have to pay the FULL callout fee to sort out the hob I told him I will NOT pay the callout fee as the problem should had been sorted out when the oven element was replaced. Since then the oven is once again not working but no Defy technician calling to sort out the problem. On two occasions when I telephoned the service department I was bluntly informed that the technician would call that day and when I stated that I would report the matter to their head office they just laughed and I was told to go ahead and do it.. I previously sent an email to the head office but no response apparently. Very disappointed as I cannot afford to engage the services of an outside technician.
I bought a stove. Called in to report the problem. Airtime finished because of holding a long time. I wrote emails no response.
Calls are cut whilst you’re talking. They have customers fill information but won’t call or write back.
Real disappointment.
The knobs on my Defy Slimline Oven are too hot to touch as well, the cupboards on either side of the oven are heating up and have a burning smell. The technician came out and sad it was because of no ventilation. I subsequently got a carpenter in to install vents at top and bottom of oven. Has made no difference. I cannot spend anymore, it is either an inferior product or a faulty oven but i want it exchanged. It is still under warranty.
We bought two Defy Inverter air Conditioners from Makro Germiston on 14 April 2021. See attached invoice. We had it installed on 28 August 2021. When we turned the air Conditioners on, both remotes worked. On 3 September 2021 when we wanted to turn on the one air Conditioner , it didn’t want to turn on. We then replace the batteries but still no luck. We then used the other remote for the other air conditioner and it worked. I then took the remote to Makro Germiston. I was informed that the remote wasn’t part of the warranty, which is not what other brands do. They are willing to replace the remotes because of the amount that was paid for these items.
This morning 8 October 2021 I went to Makro Germiston to get feedback on why this can’t be replaced. The lady at return (Makro) said we need to talk to the Defy Rep on the floor (this was 10:15), we couldn’t get hold of her (Your Rep). The lady from Makro phoned your office and gave the phone to me to ask for confirmation. After about 40 min the call was dropped without getting to talk to anyone. I then told the lady from Makro to give the remote back to me. I then went to the floor again to see if I could get hold of your Rep, this was about 11:35. Your Rep wasn’t back yet on the floor and they told me that she was on lunch. I then told the people that she had been gone from 10:15 and they couldn’t explain why. If you pay R8000.00 for something then you surely the after sales service should be better than what we received (Lack of service that we received)
Purchased new stove but plates rusted within 2 months of use.. replaced with new plates but again rusted after 3 months.. Tried calling Defy Jacob’s several times but to of no avail..Nobody replies to messages and at times calls unanswered. VERY Poor service.
I have a Defy gas stove and have tried logging a Service call via the portal twice over 3 months and went to service centre but no response.
I have been to the service centre in PE.
– No parts
– Told them I need someone to come out and assist. Nothing 2 weeks later.
Challenge here, is Defy have tried to streamlibe it’s service by routing all calls via a national call centre and sadly this has eroded the service to nothing short of non-existent and customer service worst ever.
It is now no longer worth supporting this brand.
I bought a defy fridge and the hinge was loose. They came and fitted a new hinge and never put the the door back properly. I called them and gave them the times I will be home so they can come. They call after the time. The technicians are very rude. No respect for their clients. The only thing they say is that they are sorry. Really pathetic service. Please don’t ever support them
I bought a defy glass stove from defy on October 2020 it worked for six months and started developing errors I logged a complaint a certain man was allocated to me I was so disappointed… The man said it was damaged by cockroach???, how can a common house hold insect damage an appliance that was built to last long? Further more their warranty does not cover such.. In my kitchen I have many other appliances which have lasted for a very long time.
I hope defy knows what this can result to because I know that they are supposed to consider all the home conditions when manufacturing their appliances. Or is this a a strategic to diverse from their responsibilities?
I purchased a Defy Chest Freezer two weeks ago. This is my third chest freezer from Defy. I expected this last purchase to have the qualities or more than the previous ones. When the freezer was delivered I noticed that it was scraping on the floor after it was placed in my Pantry. The delivery guys had left and I thought that it was just missing the wheels. Three screws fell out the bottom as well.
On contacting customer service a representative came in to look at it made his observations and walked out. He said they will be in contact with me. next day. It is bare metal on the tiled floor. One cannot move it to clean under or around the freezer. Its like placing a car on the street without tyres and expecting it to move on the rims. I am so disappointed. Who lifts up a Chest Freezer to look at the base before purchasing it. All the Service Center could tell me on my second call that it was made that way the complaint was closed.
I bought a stove that never worked. Defy has sent more than 10 technicians to fix with zero help refusing to change or refund us. I am very disappointed and angry Jan Van Zyl has zero customer service etiquette. Brand new stove bought in February never worked from day one
People must never buy their products
I am extremely disappointed in the service I have received from defy. It has now been over 40 days without a fridge as they continue sending the incorrect part . It is impossible to get a hold of anyone at customer care and the Manager Danny is ALWAYS in a meeting and unable to take clients calls. This is DFF400 4 door fridge and was in excess of R17000. How can it take so long to replace a pc board? How incompetent must you be to send out the wrong PC board 4 times!! They keep telling us they will call back but never do. How do I escalate this further? You have definitely lost a client here,
Called the Durban office. Pathetic service. Not given a chance to explain problem. When asked to speak to a technician was told cant. Called the call centre holding on for about 7 minutes. Then call terminated. So much for Defys customer service. Catch this complaint on LinkedIn.
I have had the same pathetic (no… non existent) after sales service from Devy. I am baffled that such a Company can, without after sales service continue its operations. It is evident that in Africa such Companies force consumers to accept mediocrity as a standard. Shame on Devy SA !
I have never experienced worse customer service in my life. Your call centres are dismal in solving queries. Gave logged a ticket on the 9th, technician confirmed TWICE to attend to our query at 12:00 today. No one has showed up, no calls have been answered, and if we ger an answer we are transferred again. Spent hours on the line, wasted airtime and receive absolutely NO SERVICE. I work in services myself and this is absolutely horrible.
I’m beyond agitated as well as disgusted by the level of incompetence in the repair department of both tzaneen and Polokwane, my fridge has been damaged ever since January and till this date it has not been fixed. I have to be the only person to call everyday to ask when they will attend to my matter..they always say we will call you back but never do.
I have bought a stove from defy in 2018. within the 2year warranty I had endless problems. The plates kept on needed to be replaced. The stove caught rust after the first year and i was told that I cannot have a new stove, they replaced the part that had the rust and now a few months after warranty, the rust is almost through out the whole stove. Complete waste of money and I have no faith in the brand anymore
Reading all the complaints about Defy service agents I’m pleased I’m not the only one !
Shocking and rude attitude.
I will never buy another Defy product again and I will warn everyone about the sloppy after sales service – it’s not worth the trouble buying defy products because when they need parts or repairs it’s a total nightmare.
I bought a Defy dishwasher in Nov 2017. Since then I have had to call out the technicians for n multiple occasions to fix issues. They fixed them under warranty which was great. Now, 1 month out of warranty the same issue pops up and they cannot help me. Incredibly frustrating! The last Defy appliance I am buying!
I am very disappointed in Defy. I’ve bought a brand new Top Loader Washing machine 16 Dec 2020 where it was delivered on 17 Dec.. On 19 December i finally wanted to try out my new machine. Where i plugged it in and IT’S NOT WORKING. Since when does brand new appliances NOT work?! I have called them and after 2 days a technician came where he had to remove and take in the PC board. Today is 26 December and still i have no washing machine. Aren’t you supposed to exchange the brand new machine?? I’m fed up with Defy and highly disappointed. At this point i feel like getting a refund and go buy something else. So much for a brand new Christmas Gifts and only to find out it was a ripp off. Really sad.
Requested a repair for a gas leak at the main ignitor switch of a Defy hob. Ignitor switch had been previously repaired. Technicians came out, looked at the switch. Claimed that they do not repair “other people’s work” (even though they had been informed telephonically prior to the call out that the unit had been repaired), took the call out fee in cash and left without leaving an invoice or receipt. Defy has always been my choice of appliance but service support is more important. If this is the standard of service in Durban, I will be looking at another brand. A full refund of the R650.00 call out should be paid.
I purchased a frost free Defy fridge 2 years ago. The fan would freeze over and I would need to defrost it on the regular. A technician came out and “repaired” the issue. A few months later and the problem reoccured. The food in my fridge freezes and spoils and I have to resort to throwing away food. Finally as I get on leave I contact Defy and log the problem on a Monday. They call on Tuesday and asked for me to be available on Thursday for a technician to come out. I sit at home all day on Thursday only for at 17:55 ,for the tech to just rock up at my house with no phone call to check in. He cannot repair the issue and says they will need to pickup and take to the workshop. I request a loan fridge. On the Saturday I wait all day only for the driver to not pitch to pick up my fridge or bring a loan fridge. This service is absolutely pathetic and lack of communication. I don’t even want this fridge repaired, I just want my full monies back
I logged a service call with Defy on Monday morning and only received a text that later that day when I called back. Service Number 1384393. We are without a fridge since Sunday and no one has made contact with us to arrange assistance. when I called to follow up I am transferred from pillar to post. to a point where Jonathan one of the call centre agents told me that this call was logged on Monday. and today is Friday I am not understanding his arrogance. I have called your service centre number 0116210200 and the number just rings with no answer. no team leader comes to the phone. Can Defy explain to me what needs to happen
My Defy Slimline oven has been out of order for over two months. We are at the bstage where we have been phoning the call center daily, every time we are told a technician will contact us. We are now entering the festive season with guests arriving and still no oven working. I would not recommend that anyone purchase any Defy product. I definitely won’t.
Bought a new fridge for my 79 year old mother in February 2020.Have had to call out technicians on 4 occasions.Was the temperature gauge,then the gas,then the thermostat.Each time she was left without a fridge for a couple of days.Last Monday the 7th December 2020 the fridge stopped working.The technician said the compressor has to be replaced and there are no compressors available at this time!Bearing in mind she is 79 and cannot drive.She has been pushed from pillar to post and it has been a week with no fridge.Will never buy a defy appliance again.This dud fridge either needs to be replaced ASAP or preferably refunded so we can buy a fridge from a reputable company with some sort of aftercare service!Shocking service!You expect an 80 year old to spend Xmas without a fridge that was a dud from day one?Because she doesn’t drive,it is impossible for her to pop out to the shops regularly.Las time I ever deal with defy and hopefully get a refund…
I used my brand new Defy Gem Gourmet mirror once and the rubber seal came apart at the join and cannot be rejoined. I went to the trouble of getting the oven all the way to Zimbabwe thinking it would be better quality than anything we can get here. Now what am I supposed to do?
My double door fridge/freezer broke down on Sunday 25th Oct. I logged the fault with Game on Monday, which was only reported to Defy on Tuesday. My job ref is 1357155. I have been waiting for a Defy technician since then- despite following up each day (multiple times a day) with many broken promises of prioritising the job. I was told a 2-3 working day lead-time, tomorrow is day 4 (Friday) and I have little faith of it being resolved by the weekend. This is the SECOND TIME I have had the fridge break down within the warranty period. What has happened to the quality of Defy appliances? My experience with the after sales service is horrendous, I have been without a fridge /freezer for 5 days now. So disappointed in the Defy brand which up until recently I have always trusted. SHOCKIING.