ComplaintsforFisher & Paykel Appliances Inc

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought *********************************************** dish drawer dishwasher in Q4 2023. My *********************************************** dishwasher is not cleaning dishes 3 months after purchase. It cost more than double of a Bosch dishwasher and not working in 3 months. They sent same tech twice and he kept saying it is my water heater problem. His diagnosis is to run hot water for 10 minute until really hot in my kitchen and then run dishwasher and keep increasing water heater temperature. Even though it does not make sense, I did increase my water heater to a level before it is extreme hot and ran hot water until really hot in the kitchen tap. Still not cleaning. He is saying dishwasher does not have heat pump that heats the water. It does not make sense. I would like my dishwasher to be fixed or replaced. It is defective for sure and tech kept blaming me. I have extreme hot water during shower and other taps and still he kept blaming my water heater which I have no complain at all. You can see in attached images that my water heater is last level before it is dangerously hot. I have also done online research and in the review answered by *********************************************** that the dishwasher should heat its own water. I have been using dishwasher for 24 years and never had this problem. I had regular brand such as kenmore or other economical brand and neve had any issue. This is more than double price of Bosch and 4 times more than economical dishwasher and performance is so bad! I would like Fisher and Paykel to repair, proper test or replace if cannot fix

  

  Business response

  06/07/2024

  Dear BBB, we have forwarded this complaint to our Canadian team for their handling. Thank you, Fisher & Paykel ***

  Customer response

  06/11/2024

  Dear BBB, 

  Thanks so much for your attention and help with my complaint. I had some email exchange with them and the answers were not satisfactory. They are coming to look into my dishwasher on June 13th. Please keep the complaint open as it is not resolved. I am really frustrated as each time they ask me to try, I have to re-wash all dishes again with hands. I have a over $2500 worth dishwasher which do not work no here near a basic dishwasher.

   

  Thanks

  ***********************

  

  Business response

  06/14/2024

  
  Hello,
  
  I am writing in response to the complaint regarding the wash performance of *********************** Fisher & Paykel dishwasher S/N  MFV535415 . Our factory service technician visited the customer's site on June 13th and determined that the issue is not caused by a malfunction of the dishwasher. Below are the technician's findings:
  
  -Water Temperature Issue: The hot water supply to the unit is far too low. The consumer has an instantaneous water heater in their home, these types of heaters tend to take additional time to heat the water reaching the dishwasher.
  
  -Solution: The technician advised the customer of the importance of running the hot water before running the unit, as stated in the installation manual. Alternatively, the customer can run a heavy cycle to compensate for the low water temperature.

  
  The customer has been made aware that the poor wash performance is due to the low water temperature and not a result of any functionality issues with the dishwasher.
  
  Many thanks, 
  Team at Fisher & Paykel Canada 

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to seek your assistance regarding a persistent issue with ************************************************ related to the failure of burner k**** on my *********************************************** range, which I believe to be a defect in materials and workmanship. This appliance, only a few years old and used under normal household conditions, now has inoperative k**** due to deteriorated inner plastic, necessitating their replacement.Despite numerous attempts to resolve this matter directly with ************************************************ including over an hour on the phone and sending multiple emails that have gone unanswered, I have not received a satisfactory response. It was only after spending an additional 30+ minutes on the phone, during which there was difficulty in locating my repeated email requests, that they mentioned forwarding my case to their "Technical Advisor Centre."Attached are images that illustrate the defective knobs, evidencing the wear and tear. The prices they are trying to charge for replacement parts, including tax, are detailed below:- Freight: $10.00 (Total Price Incl. Tax: $10.83)- K*** ASM V2 - RG Oven SEL 12 (Model Number: ******): $108.99 (Total Price Incl. Tax: $117.98)- K*** ASM V2 - Burner (Model Number: ******, Quantity: 3): $227.97 (Total Price Incl. Tax: $246.78)- Total Price Incl. Tax: $375.59 As a loyal customer, I expected that ******************** from *********************************************** would be of high quality, free from defects, and durable. Unfortunately, the premature failure of these k**** under normal use suggests a significant deviation from ***********************************************'s standards. Given the defective nature of these parts, I am formally requesting that the replacement k**** and associated freight charges be waived. This gesture would not only address the immediate issue but also reaffirm my confidence in ***********************************************'s commitment to product quality and customer satisfaction.Thank you for your attention and assistance with this issue. I look forward to a resolution that addresses the problem effectively.

  

  Business response

  03/05/2024

  Dear BBB, our records indicate the customer was provided a solution (on 2/14) that they were satisfied with, and we have not heard back from them. Thank you, Fisher & Paykel ***

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The hood of my stove range started to make a very loud noise when it is on. Called and was able to have someone come to assess it 9/5/23. He believed it was an issue with the opening flap of the hood. He told me it was under warranty according to their record and ordered the part. Since then, I have been asking about the part as the noise is getting worse, disturbing my neighbor. First, I was told it was back ordered - delivery estimated end of Oct. Then when I asked again, it was pushed back to 11/27/23. I followed up and was told it would be end of Jan. I requested a phone call or response from the regional manager end of business day 12/8/23 and had no response. Instead, I received 2 emails by 2 different customer representatives asking proof of my purchase of my condo/ warranty - 3 months after the evaluation of the issue and the supposed ordering of the parts. Are they now trying to find reasons not to fix the issue?As I am writing this complaint, the customer service had not yet responded. For a high end name brand, this lack of accountability with poor communication and service is a big disappointment.

  

  Business response

  03/12/2024

  Dear BBB, Our records show the customers issue was resolved mid December 2023 with the help of our customer service manager. We have not heard back from the customer, and have closed our file. Thank you, Fisher & Paykel ***

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Five months ago our dishwasher started to leak. We contacted the manufacturer and after weeks of reaching out, they sent a repair company. The repair company confirmed that the leak was due to a faulty part, and reached out to ******************************* to clarify if the part would be replaced or if the dishwasher would be replaced. Months passed and there was no update on if the unit will be replaced. F&P blamed the repair company and the repair company faces F&P. Over a month ago we called to express frustration and deal with our broken dishwasher and their red tape for four months. We were promised a resolution by the end of that week. They don't get back to us or pick up the phone. We received an email that clearly indicated that F&P had no idea what they were doing with this case, as they emailed just to ask what was going on with this case as it if weren't up to them to replace the unit. My wife was pregnant when the dishwasher broke and now our baby is 5 months old. It shouldn't require such an upheaval for ******************************* to honor their warranty and sell a functioning product.The damage from the leak will cost us at least $1000 to repair.

  

  Business response

  03/13/2024

  Dear BBB, Please accept our apologies, we did not know this complaint had gone unanswered on your website. We are happy to report the customer's issue was addressed at the time he made the complaint, and he was satisfied with the outcome. Our file has been closed. Thank you, Fisher & Paykel ***

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A shelf in the fridge cracked. I have called over 20 times and spoken with at least a dozen people. I keep being told the issue will be escalated. I have been asked to wait a week to speak with ***** the regional manager who also never got back to me. Every time I am told in every calls that someone will get back to me and never does. No solution has yet to be offered. Exceedingly aggravating.

  

  Business response

  11/27/2023

  Dear BBB, we have passed on this case to ********* ************************* Manager for assistance. She will be in touch with the customer directly. Thank you, ********************** & ********************** ***

• Initial Complaint

  10/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ************************************************* 36 In Professional Drop-In LP Gas Cooktop - Stainless Steel Model:CDV3-365L SKU:6457942 Gas Cooktop Purchased Feb 14, 2023 Grates are defective. All 3 grates are pitted and rusting severely.I contacted Fisher and Paykel on 10/11/2023 by chat I spoke with *****. I provided all necessary information and photos of the defective grates. That evening I received an email from ***** that a shipment was coming from Fisher and Paykel. I received two replacement grates but needed three. I contacted Fisher and Paykel by phone, email, and chat multiple times. I was told by ***** on 10/17/2023 that she had placed the order for the additional grate for replacement, order number: ********, but I never received it or conformation of shipment. I reached out but email to customer support specialist; ******************* who has been of NO help what so ever. Every email has been returned with endless questions and request for repeated information. I also reached out by chat again but was told that there was no order information for the order number I was given. I can not understand why Fisher and Paykel will not take care of this issue. This is very poor customer service, as well as terrible product quality.

  

  Business response

  10/30/2023

  Dear BBB, We are sorry to hear ******************** did not get her order. After checking the systems, it looks like there may have been an error and the order was not saved, that is why it did not ship. We have now placed a new order (order#******** for part#******p side grate) and have checked it to ensure it did in fact get processed through the system. She should receive the order with the next ***** hours. 

  It appears as thought we also need to have ************************ serial number of the product. Our customer service manager has reached out to ******************** and left a message for her with her contact details. Please have ******************** contact her back with this information. 

  Thank you, 
  Fisher & Paykel ***

  Customer response

  10/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dishdrawer has had 2 problems within first year and 4 technician visits. One drawer still does not drain properly. Notes written for the technician are never received (for instance, after waiting 2 weeks for a part to come in, technician arrived without it and knowing nothing about it).Customer service has been abysmal. I was told I could only get a dealer credit, not a refund, and they were unwilling to cover the $365 installation fee. I was initially told that I could keep the dishdrawer until the new dishwasher arrived. After learning that it would ***********-8 weeks to order the new one I want, I called and confirmed this would still be ok and asked them to initiate the dealer credit. When I called to follow up, the story had changed and they would only issue a credit after the dealer took away the dishdrawer. This means I would be without even a half-functioning dishwasher (and a big hole in my kitchen) for 6-8 weeks since I can't order the new one until I have the credit.I have never once had them follow up with me. I always have to call, wait while they research the case, and then get told that someone else has to do something and they will follow up in a few days. Between that and their 5 hour service windows, the administrative inconvenience has been considerable.They should fully refund the dishdrawer and installation cost rather than issuing a credit for the dishdrawer only. It's clear they gave me a bad dishwasher and it is equally clear they are unable to fix it.

  

  Business response

  10/10/2023

  Dear BBB, Our customer service manager has reported she spoke to ************ and resolved the issue to her satisfaction. Thank you, Fisher & Paykel ***

  Customer response

  10/10/2023

  I was told the BBB response would contain documentation of the resolution that was discussed and serve thus as my proof, but it contained no details. I need documentation of the agreement reached.

  My understanding is that I have up to 4 months to have the dishdrawer picked up by the dealer (to give me time to acquire a new one first), at which point I will get a dealer credit for the original purchase price and installation fee. The dishdrawer will not be under warranty/receive maintenance in the interim. Please confirm this understanding.

  Thank you,

  ****

  

  Business response

  10/11/2023

  Dear BBB, Per Fisher & Paykel's new policy, resolutions are not discussed in detail on the BBB website, as they are not standard outcomes. ************ was provided a direct email as documentation. Please have her check her email for confirmation. 

  Thank you, Fisher & Paykel ***

  Customer response

  10/11/2023

  I have checked my email and do not see anything. Could you please resend the email?

  Thank you,

  ****

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *********************************************** described the refrigerator as stainless steel but did not disclosed that it was made with very low iron which therefore made it non-magnetic. Had they disclosed that in the specs, I wouldn't have bought it. Although I bought this appliance at Best Buy In **********, **., it is still covered under the warranty and Best Buy instructed me to contact *********************************************** directly, which I did but got a response that they cannot offer any resolution on this issue because they were not obligated to disclose that it was a non-magnetic stainless steel.

  

  Business response

  09/15/2023

  Dear BBB, Our records indicate ********************** issue is not a warranty issue and the unit is working as designed.
  Our **************** Manager requested ****************** quote the specific law that says we must provide information pertaining to whether the stainless on her doors is magnetic, but has not heard back. Our records also show that our **************** Manager suggested ****************** sell the unit privately if she is not satisfied with it. If she sells it privately,she can then purchase another brand that has the features that best suit her needs. We are sorry there is nothing more we can do to assist ******************. If she needs help with anything else, she is welcome to contact our Manager, and our Manager will do her best to resolve her request. Thank you,Fisher & Paykel ***

  Customer response

  09/15/2023

  This issue has been dragging on for months now. There may not be a law that requires Fisher & Paykel to state that the stainless steel has a low grade iron in it but they should have at least mention or notify the consumer about this in their description of the appliance. There is no way for me as a consumer to know that there is less iron in the composition of the stainless steel because my understanding of a stainless is steel is that it is magnetic.

  Fisher & Paykel wants to reduce their manufacturing cost at the expense of the counsumer. I trusted them because of my experience with the previous refrigerator I owned and was the main reason why I bought this one. 

  Fisher & Paykel's suggestion of me selling this appliance privately instead of correcting your misinformation about the product is absurd. You failed as a trusted entity and I will give your company the worst review I can to let other consumers know about your inability to resolve issues that you have caused.

  

  Business response

  09/18/2023

  Dear BBB,
  

  Here are answers to the customers complaint:
  

  Customer: This issue has been dragging on for months now. There may not be a law that requires Fisher & Paykel to state that the stainless steel has a low grade iron in it but they should have at least mention or notify the consumer about this in their description of the appliance. There is no way for me as a consumer to know that there is less iron in the composition of the stainless steel because my understanding of a stainless is steel is that it is magnetic.

  Fisher & Paykel : We have never advertised if our panels are magnetic. We have only advertised what finish the panels are (e.g. Stainless Steel, ****** ******************************* style="font-size: 0.875rem;">Customer: ********************** & ********************** wants to reduce their manufacturing cost at the expense of the consumer.

  Fisher & Paykel: We use grade ******************************************************************** the market.

  Customer: I trusted them because of my experience with the previous refrigerator I owned and was the main reason why I bought this one. Fisher & Paykel's suggestion of me selling this appliance privately instead of correcting your misinformation about the product is absurd. You failed as a trusted entity and I will give your company the worst review I can to let other consumers know about your inability to resolve issues that you have caused.
  
  Fisher & Paykel: We do not understand what "misinformation" she is referring to. We have never advertised either way if our panels are magnetic. The issue here is that ****************** assumed that the product she was getting was the same even though her first unit was 7 years old. If the panels being magnetic were required in her application, then she ought to have done her due diligence to research the materials in the panels, and ask more questions as to whether they were what she was was specifically looking for.
  

  We are sorry ****************** is not satisfied with the product; we wish her well. 
  Sincerely, Fisher & Paykel ***

  Customer response

  09/18/2023

  I don't agree with their response but you may certainly close this case. This company is unprofessional and irresponsible!

  Fisher & Paykel made more money by selling a low iron stainless steel. Of course, they would not offer any compensation because they already kept the money and made more profit. 

  While it is true that you do not have to advertise that a stainless steel door is magnetic because it is a given. FYI - stainless steel is magnetic, no argument. The issue is that you change the composition of the stainless steel and that's is why you should make that a disclosure so we, the consumer will know that though your  appliance is stainless steel, it has a low iron and therefore non-magnetic. The specs published for this appliance is stainless steel and logically, one would think and assume it is magnetic...duh???

  BBB - please post all my rebuttal to Fisher & Paykel profile so that future consumers will know what to expect from them. You can include my name, etc. I fear nothing. . .

  This is the last you'll hear from me. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought kitchen appliances from *********************************************** and registered for a rebate promotion. I received an email that my registration had been approved and that I should receive a rebate via a prepaid **** sent in an email from another company. In the email it said this could take up to 45 days. After 45 days I had not received my rebate, so I contacted the company as instructed in the confirmation email. They had no record of my rebate, so I contacted *********************************************** customer service and they said they would "re-issue" my rebate and I should expect another registration approval email sometime in the next week. This would be the same email that I received previously, instructing me to wait ANOTHER 45 days to receive my prepaid ***** This is completely unacceptable, and it makes me wonder if they are relying on customers forgetting about the rebate and failing to follow up.

  

  Business response

  09/14/2023

  Dear BBB, We have reached out to our promotions team and have asked for an update. As soon as we hear something, we will have ******************** contacted.

  Customer response

  09/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************************
  
   
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a two drawer dishwasher through Best Buy in September of last year as part of new home construction project. The appliance was installed in April of this year. It has never worked properly and I worked with F&P through the warranty service to have it repaired. They have been out at least four separate times and it still does not work properly. F&P customer service team referred this to their ************************** Manager". That was approximately two months ago with no response. My multiple phone calls have said there is nothing they can do until this manager makes a decision. My warranty expires on the 14th and I believe they are stonewalling me to let the warranty expire and then pass the problem to Best Buy. Best Buy stated they cannot do anything until the warranty expires. In the meantime, I am left with a defective dishwasher. I just want it replaced.

  

  Business response

  09/06/2023

  Dear Valued Customer, Our records indicate you have been contacted, and your case is being resolved to your satisfaction. If you have any questions, you can reach our customer service team 24 hours a day/7 days a week at ************. Sincerely, Fisher & Paykel *** 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩