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Question of the Day: Are you keeping your Prime subscription?
Defy Inverter Aircon, is it worth a buy?
- Thread starter Rickster
- Start date
Update:
The National Consumer Commission has assessed my case and recommendation falls under Section 56 of the CPA, a refund.
They have now referred the case back to Defy.
Have to say, NCC have been pretty quick on this, and their online portal works nicely
The National Consumer Commission has assessed my case and recommendation falls under Section 56 of the CPA, a refund.
They have now referred the case back to Defy.
Have to say, NCC have been pretty quick on this, and their online portal works nicely
The Darkness
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Go for it! Thanks for pushing on this. It's absurd their claim that the isolator plays any part in this - laughable really. I'll be certain to avoid anything Defy and will spread the word as I move through life.
Tongs of Destiny
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photos...
Get a registered electrician to sign it off and say the installation is correct.
The more evidence you provide, with photos etc etc in a clear and precise manner helps with these useless lawyers.
A useless judge / lawyer doesn't know fokall about electricity. I mean the **** an isolator is used to cool down a fan? Does this clown know what the word "isolator" means in English? comes from the word "isolate" jeezus
Was the unit "altered" you must refute the outcome if that is the case, they need evidence for all that.
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rather just stick to Hirsch and their installers, never had a problem.
Get a registered electrician to sign it off and say the installation is correct.
The more evidence you provide, with photos etc etc in a clear and precise manner helps with these useless lawyers.
A useless judge / lawyer doesn't know fokall about electricity. I mean the **** an isolator is used to cool down a fan? Does this clown know what the word "isolator" means in English? comes from the word "isolate" jeezus
Was the unit "altered" you must refute the outcome if that is the case, they need evidence for all that.
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rather just stick to Hirsch and their installers, never had a problem.
After they way they've been ducking and diving to avoid your claim I'd say that 10% of annual turnover is well justified.
And Defy didnt respond........ Nor surprised though.
The NCC says they will do a follow up email and call before escalating the matter to be investigated.
Seems Defy is attempting to drag this on for as long as possible.
Oh well, AC is working, but at this point, Im thinking of pushing that Defy refund the entire unit, reimburse my for my expense, etc, and I go with another brand.
They have properly lost my trust
The NCC says they will do a follow up email and call before escalating the matter to be investigated.
Seems Defy is attempting to drag this on for as long as possible.
Oh well, AC is working, but at this point, Im thinking of pushing that Defy refund the entire unit, reimburse my for my expense, etc, and I go with another brand.
They have properly lost my trust
Been a while since I posted an update, mainly because I've had no feedback from the NCC.
I received some feedback on 20 January that they will escalate to investigation and that an update would be provided once approved.
1 month goes by and no news, so I follow up, to which I receive the below response:
"
I trust this email finds you well.
After engaging with the supplier I would like to find out from your side whether if the product was repaired by the third party without the concern from the supplier."
It would seem that Defy is trying a different angle now. My opinion is that they've realised they stuffed up, now they're trying to void the units warranty because I had it repaired at my own expense.
Unfortunately for them, I have email record of me attempting to have them quote to repair or even just assess the unit, plus I have call logs showing 13 calls made by myself to Defy Customer service and 2 of their call centres attempting to get this resolved, which they never responded to.
The Defy crappy customer service saga continues
I received some feedback on 20 January that they will escalate to investigation and that an update would be provided once approved.
1 month goes by and no news, so I follow up, to which I receive the below response:
"
I trust this email finds you well.
After engaging with the supplier I would like to find out from your side whether if the product was repaired by the third party without the concern from the supplier."
It would seem that Defy is trying a different angle now. My opinion is that they've realised they stuffed up, now they're trying to void the units warranty because I had it repaired at my own expense.
Unfortunately for them, I have email record of me attempting to have them quote to repair or even just assess the unit, plus I have call logs showing 13 calls made by myself to Defy Customer service and 2 of their call centres attempting to get this resolved, which they never responded to.
The Defy crappy customer service saga continues
Been a while since my last update.
Not much has happened since.
Defy has however decided to change their excuse stating that my warranty was voided because I repaired the AC myself and not through them. This is now the 3rd excuse they've used.
First being that I installed the unit (when their warranty policy makes no such exclusion), second that an isolator wasn't installed (I provided photographic and timestamped evidence of an isolator installed 2 days before the AC was installed, and now that I replaced the barrel fan not using their repairers.
I have since provided the NCC with emails, and call logs showing multiple attempts to engage with Defy directly to get the barrel fan replaced, all of which failed.
Due to the above, the NCC has referred my complaint to investigation.
What this now means for Defy, this is no longer a complaint and is being investigated as possible prohibited conduct under the Consumer Protection Act.
They could now face compliance orders and a fine to 10% of their annual turnover.
What could've been easily resolved by reinstating my warranty and reimbursing the cost of the barrel fan, is likely to now cost them R50k - R100k as they now have to cover legal fees to respond to this investigation.
Not much has happened since.
Defy has however decided to change their excuse stating that my warranty was voided because I repaired the AC myself and not through them. This is now the 3rd excuse they've used.
First being that I installed the unit (when their warranty policy makes no such exclusion), second that an isolator wasn't installed (I provided photographic and timestamped evidence of an isolator installed 2 days before the AC was installed, and now that I replaced the barrel fan not using their repairers.
I have since provided the NCC with emails, and call logs showing multiple attempts to engage with Defy directly to get the barrel fan replaced, all of which failed.
Due to the above, the NCC has referred my complaint to investigation.
What this now means for Defy, this is no longer a complaint and is being investigated as possible prohibited conduct under the Consumer Protection Act.
They could now face compliance orders and a fine to 10% of their annual turnover.
What could've been easily resolved by reinstating my warranty and reimbursing the cost of the barrel fan, is likely to now cost them R50k - R100k as they now have to cover legal fees to respond to this investigation.