On 05/02/2020 I took delivery of a Defy Tumble dryer. 05/02/2020 @ 9:11 I contacted Hirschs customer service centre to inform them that there is a problem with the tumble dryer. A technician was sent out to fix the machine.
22/02/2020 @ 8:37 I contacted Hirschs customer service centre once again because the tumble dryer has damaged a set of very expensive linen. It was covered in black marks that doesn’t wash out. A technician was sent out to access the machine and a call was logged to replace both the machine and damaged linen.
23/02/2020 @8:37 Sent Kayla @ Hirschs photos of the damaged linen. Got confirmation for Kayla that the unit will be replaced and somebody from Defy will contact me regarding the damaged linen.
5 emails and numerous phone calls to both Kayla and Bradley and the faulty unit has still not been replaced. They keep promising me that the faulty unit will be replaced and that Defy will contact me regarding the damaged linen and nothing happened.
02/03/2021 @ 8:19 Eduard from Defy replied to my email to say that Defy will not do refunds and he can only escalate it in a weeks’ time.
02/03/2021 @ 9:50 Got a phone call from the Hirschs service department to find out if I am happy with the service I received from them regarding the ticket I logged on 22/02/2021. The ticket status is listed as closed and resolved.