Unjustified Call-Out Fees and Poor Service from Defy-Accredited Technician

I am extremely dissatisfied with the service received from Barnard’s TV and Appliance Services, sourced via Defy’s accredited supplier list. I requested assistance with a non-functioning Defy F350 freezer and asked that the technician also bring and replace a door gasket for a Defy L350 fridge. I was charged two separate call-out fees of R632.50 each. Upon enquiry, I was informed that the fridge call-out fee included labour for replacing the gasket. The technician proceeded to replace the freezer PCB at a cost exceeding R1,000 (despite the part being available elsewhere at a significantly lower price). I was also required to provide my own silicone to reseal the panel. Regarding the fridge, I was informed that the gasket was “not available.” When I queried the call-out fee, I was told it was for “assessing the fridge” and was non-refundable—despite the fault (a broken gasket) being clearly communicated in advance. I subsequently sourced the correct gasket within an hour at a cost of R320 and replaced it myself without difficulty. Furthermore, no invoices were issued at the time of service; I had to request them twice before they were provided. Dudley, the owner indicated telephonically that this seemed unreasonable, but that he would get back to me. After a follow-up, he informed me that this was their policy but that he would refund me anyway. Needless to say, this did not happen.

In summary, I was charged R632.50 for a fridge service that yielded no outcome, despite the issue being straightforward and easily resolved independently. This raises serious concerns about the fairness of the charges and the quality of service provided by a supposedly accredited supplier.