Faulty Repair and Request for Refund

Subject: Faulty Repair and Request for Refund

I noticed that my Defy dishwasher was leaking water, so on Friday, 27/12/2024, I filled out an enquiry form on their website. Within 20 minutes, I received a call from their team, confirming that a technician would be sent out in the morning. However, they arrived at 1 PM. Upon arrival, the technician tilted the machine and removed the bottom plate. He diagnosed the leak as being caused by the pump, although he mentioned that Defy pumps are generally reliable, and suggested that something like a toothpick may have caused the issue. The technician replaced the pump but failed to secure the *****s on the bottom plate, simply clipping it back into place. After repositioning the machine, they ran a short cycle and confirmed that no water was leaking from the bottom or front. I was charged R2,846.00 for the pump and R450.00 for labour. However, on 30/12/2024, I noticed the dishwasher was still leaking water. I contacted their company, and was told someone would visit either that afternoon or the following morning, but no one showed up. We then investigated the issue ourselves and found that the leak was caused by a tear or hole in the drainpipe, not the pump. I sent both a WhatsApp message and an email requesting a refund for the unnecessary pump replacement, but I have not received any response to date. I would appreciate your attention to this matter and look forward to resolving it as soon as possible.