Defy Authorised Service Centre
Unclaimed Business
|1.7|43 Reviews (last 12 months)|This business does not respond to reviews
Defy Authorised Service Centre
Unclaimed Business
|1.7
43 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Defy Authorised Service Centre is facing significant dissatisfaction with its after-sales support. Customers consistently mention prolonged delays in technician dispatch, unfulfilled appointment promises, and difficulty obtaining replacement parts for appliances still under warranty. A recurring theme is poor communication, with unanswered emails, ignored WhatsApp messages, and call centre agents passing customers between departments. While a smaller group of clients praise specific technicians and reliable product longevity, the broader sentiment reflects frustration over accountability, repeated repair failures, and perceived decline in brand reliability.
Performance(last 12 months):
Trustindex Rating
2.5NPS Score
-75Unlikely
TrustIndex
2.5
NPS Score
-75
Recommended: Unlikely
Review Distribution
1.7|43 Reviews
Sep '25 - Aug '26
Recent reviews (43)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceVM
Visham M
1 reviews | Active since May 2026
23 May 2026, 10:52
Terrible Customer service from Morgan Pather Durban branch
My washing machine stopped working. On the 15th of February 2026 I contacted Defy to advise as its a new machine and currently within warranty. Imran from Defy service center Pietermaritzburg did and inspection. Morgan Pather from the Durban branch advised he will order the parts to repair the machine. Until now he has not returned my call. We did a follow with him 3 times but no return call, this is pathetic service. As a pensioner I don't have enough airtime to keep calling. Defy is a excellent brand but some of the people working at Defy are useless....
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Visham M
1 reviews | Active since May 2026
23 May 2026, 10:52
Terrible Customer service from Morgan Pather Durban branch
My washing machine stopped working. On the 15th of February 2026 I contacted Defy to advise as its a new machine and currently within warranty. Imran from Defy service center Pietermaritzburg did and inspection. Morgan Pather from the Durban branch advised he will order the parts to repair the machine. Until now he has not returned my call. We did a follow with him 3 times but no return call, this is pathetic service. As a pensioner I don't have enough airtime to keep calling. Defy is a excellent brand but some of the people working at Defy are useless....
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RW
Ryan W
1 reviews | Active since Mar 2009
3 May 2026, 17:27
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.
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Ryan W
1 reviews | Active since Mar 2009
3 May 2026, 17:27
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.
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Ahmed S
1 reviews | Active since Apr 2013
22 Apr 2026, 20:01
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.
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Ahmed S
1 reviews | Active since Apr 2013
22 Apr 2026, 20:01
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.
0
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Yashica M
1 reviews | Active since Apr 2026
10 Apr 2026, 17:04
Defy Pathetic customer service
On the 20th of March 2026, I paid for technicians to come out to check.my tumble dryer. They indicated there is an issue with the element & thats why the machine is not heating. The technician Joseph indicated he will return with the part to fix the machine, over 5 calls to the service center and 3 escalation later he return on the 9th of April to fix the machine He opened up the machine placed the new part and then found the new.part isn't working. He said he will return the same day with the correct part. He did not come through. On the 10th again I called him, he said he will be in on this day to fix the machine. He ****. I tried calling him over 4 times on his cell he refused to answer. I must add that he opened up.my machine and removed replaced faulty parts . I then called their service centre and by this time I was livid. The lady Palesa said that the service department is closed and they cannot contact technicians. The manager of the service department did not call me to check if the job was done. The call centre cannot make calls and they can't even call their service department for assistance because they can't make outgoing calls. Defy your service is pathetic. You have no regard for customers and your staff are ***********. O will never invest in a defy.product again and I will never recommend you to anyone.
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Yashica M
1 reviews | Active since Apr 2026
10 Apr 2026, 17:04
Defy Pathetic customer service
On the 20th of March 2026, I paid for technicians to come out to check.my tumble dryer. They indicated there is an issue with the element & thats why the machine is not heating. The technician Joseph indicated he will return with the part to fix the machine, over 5 calls to the service center and 3 escalation later he return on the 9th of April to fix the machine He opened up the machine placed the new part and then found the new.part isn't working. He said he will return the same day with the correct part. He did not come through. On the 10th again I called him, he said he will be in on this day to fix the machine. He ****. I tried calling him over 4 times on his cell he refused to answer. I must add that he opened up.my machine and removed replaced faulty parts . I then called their service centre and by this time I was livid. The lady Palesa said that the service department is closed and they cannot contact technicians. The manager of the service department did not call me to check if the job was done. The call centre cannot make calls and they can't even call their service department for assistance because they can't make outgoing calls. Defy your service is pathetic. You have no regard for customers and your staff are ***********. O will never invest in a defy.product again and I will never recommend you to anyone.
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Anonymous
1 reviews | Active since Mar 2017
9 Apr 2026, 10:58
Shocking Service
Absolutely to customer service. Don't answer their calls or messages or emails. Can't get an update on progress on JC ***7 All full of excuses. No eta on parts! First get told parts are available and now they are still waiting for parts almost 4 weeks later. Defy DTL165 Top Loader Washing Machine so how do I do Washing!
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Anonymous
1 reviews | Active since Mar 2017
9 Apr 2026, 10:58
Shocking Service
Absolutely to customer service. Don't answer their calls or messages or emails. Can't get an update on progress on JC ***7 All full of excuses. No eta on parts! First get told parts are available and now they are still waiting for parts almost 4 weeks later. Defy DTL165 Top Loader Washing Machine so how do I do Washing!
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Nonkululeko M
1 reviews | Active since Jan 2011
6 Apr 2026, 20:21
Service Non-Delivery
About a week ago, I emailed the Defy Service email address (***) - looking to clarify whether an issue with the fridge I bought in July last year could be fixed & if it was covered under the warranty. I've heard zero from them. ZERO. I sent a follow-up email & still nothing. Tried their WhatsApp number & it doesn't appear to even belong to Defy (it's been 1 tick on that message since I sent it). So I guess my question is if Defy keeps those contact details for vibes, or just for appearances? And the follow-up question is whether they'll be responding to my email or not.
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Nonkululeko M
1 reviews | Active since Jan 2011
6 Apr 2026, 20:21
Service Non-Delivery
About a week ago, I emailed the Defy Service email address (***) - looking to clarify whether an issue with the fridge I bought in July last year could be fixed & if it was covered under the warranty. I've heard zero from them. ZERO. I sent a follow-up email & still nothing. Tried their WhatsApp number & it doesn't appear to even belong to Defy (it's been 1 tick on that message since I sent it). So I guess my question is if Defy keeps those contact details for vibes, or just for appearances? And the follow-up question is whether they'll be responding to my email or not.
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Mo M
1 reviews | Active since Oct 2025
4 Apr 2026, 10:14
Defy Polokwane center ****** ******!!!
I bought a defy microwave at Polokwane game a year later the start button stopped working. Took it in for repairs no problems given as the microwave was still under warranty. It was fixed and the report stated that the microwave was HANDED IN FOR REPAIRS IN GOOD CONDITION. Less than 9 months later the same problem starts the start button stops working. I took it back and now the repair center claims that ****roaches are the cause of damage and that the microwave is no longer under warranty so i must pay. They even went to the extent of sending false pictures trying to prove their false story. Cos 1st of my house has no ****roaches and that is an insult . Why wasn't i told about the ****roaches story the 1st time it went in for repairs? But now that its their repairs that didn't even last 9 months and because the microwave is no longer under warranty cause of damage is ****roaches. Which is a total lie and their false pictures ****** crocks that failed to fix the problem. Now they trying to hide their failure with lie looking for another quick pay based on lies and deciet!!!!
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Mo M
1 reviews | Active since Oct 2025
4 Apr 2026, 10:14
Defy Polokwane center ****** ******!!!
I bought a defy microwave at Polokwane game a year later the start button stopped working. Took it in for repairs no problems given as the microwave was still under warranty. It was fixed and the report stated that the microwave was HANDED IN FOR REPAIRS IN GOOD CONDITION. Less than 9 months later the same problem starts the start button stops working. I took it back and now the repair center claims that ****roaches are the cause of damage and that the microwave is no longer under warranty so i must pay. They even went to the extent of sending false pictures trying to prove their false story. Cos 1st of my house has no ****roaches and that is an insult . Why wasn't i told about the ****roaches story the 1st time it went in for repairs? But now that its their repairs that didn't even last 9 months and because the microwave is no longer under warranty cause of damage is ****roaches. Which is a total lie and their false pictures ****** crocks that failed to fix the problem. Now they trying to hide their failure with lie looking for another quick pay based on lies and deciet!!!!
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