ComplaintsforFisher & Paykel Appliances Inc

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a *********************************************** Dishwasher Model: DW24UNT4X2 on June 3rd 2023. I was doing a remodel on my kitchen so I asked the retailer to hold onto it until it was ready to be installed. Anyone who's been though any sort of home remodel knows there are always delays so much so that after pushing the delivery date so many times the retailer informed that they will no longer hold onto my dishwasher (and various other Fisher & Paykel appliances I purchased) and that I would have to take possession of my appliances. The dishwasher was then Delivered on Sep 30, 2023 at which it sat in my home in the box until April. At this point I have the dishwasher professionally installed and since its just me I don't use it until the middle of April, put one bowl in it as i was just testing it out after eating some cereal and run it at half load and it worked just fine. A leave the bowl in there and shut the machine closed. A few days later I open it to get the bowl and notice it was still wet inside and it smelled strange. I decide to run the machine at full load and I received a F30 flood warning. From this point on the dishwasher never worked again. Anytime I attempted to use it I got that warning. I call *********************************************** warranty department on May 6th, they send out a repair man a few weeks later and states that it is caused when the machine fills with too much water. He orders some parts, comes back another few weeks later and installs them. Still the same error. At which point he notices there's actually a hole in the stainless steel tub underneath the gasket where the door seal is. (this is why he didn't notice originally this is also why it ran the first time at half load.) Clearly this is a manufactures defect the repair man states as its in a weird spot. *********************************************** is blaming me for the hole (I don't have the strength to puncture stainless steal nor do I know anyone who does) and are refusing to replace my dishwasher under their two year manufactures warranty.

  

  Business response

  07/17/2024

  Dear BBB, This complaint has been forwarded to our **************** Manager for investigation and resolution. Thank you, Fisher & Paykel ***

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a home in the north west part of ******* recently. It came with a Fisher Paykel refrigerator. We checked out the system before setting up the ice maker, and it appeared to work. Upon our return from ********** a month later, we saw that our brand new wood floor had been ruined by water coming from the refrigerator. We will have to replace most of it in the kitchen. Our home owners insurance will not cover the cost.We subsequently read the reviews of this very thing online. Namely, that the ice maker frequently malfunctions, leaking water onto the floor. I am gathering estimates next week. I seek here both to file a complaint, as well as be compensated by this disastrous company.Sincerely,*********************

  

  Business response

  07/12/2024

  Dear BBB, We have passed on the customers information to our customer service manager to make contact. Thank you, Fisher & Paykel ***

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new top of the line Fisher Paykel Dishdrawer Dishwasher model number DD24DTX6PX1 24" Series 11 Double Dishdrawer for $2599.00 plus tax on February 19, 2024. The Dishdrawer was delivered and installed on February 27, 2024 in my home. After installation, the top drawer would not complete a wash cycle and would stop midway through the cycle and emit a series of beeps. The drawer would not cancel or begin a new cycle although the bottom drawer worked as intended. I contacted customer service to send someone out for repair. A technician came out for repair on 3/20/24 and 3/28/24 and could not correct problem. At 1:40 pm on 3/28/24 I sent him a video of what the machine was doing. He sent a text on 4/1/24 and said he would report the problem. I never heard back from him or the company so I called again of 4/21/24 to reschedule another appointment. On 4/23/24 a different technician came out and could find no reason why the machine was malfunctioning. He mentioned that perhaps the machine was having a problem because the hoses that were used to install were too long and he said he would readjust the hoses and see it that fixed the problem. He also informed me that it would be a charge of $200 to adjust the hoses. I approved the charge but inquired about whether I would receive a refund if that did not fix the issue. He informed me I would have to speak with the company. He shortened the hoses and we paid the company $200. via credit card. On 4/25/24, I again contacted Fisher Paykel to inform them that the problem was still not fixed and the top unit still was not working although the bottom unit continued to work. On 4/30/24 they requested I provide them with a copy of the purchase receipt which I sent the same day. On 5/20/24 I was informed they were awaiting approval from the Regional Svc Mgr and I would be contacted after they heard back. On 6/7/24 I was told they denied the exchange because the problem was fixed. I told them it was not.

  

  Business response

  06/26/2024

  Dear BBB, Our records show a factory service technician attended on 6/11 and assisted in adjusting the unit so the door sits flush. The customer was instructed to run a long cycle and let us know if there were any issues. We do not show she has contacted us again. Thank you, Fisher & Paykel ***

• 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 

  Customer response

  07/02/2024

  There is no issue with my hot water. I had kitchen Aid dishwasher and there was no issue. I also washing machine, no issue using hot water and my washing machine is upstairs even. I was sold a $2500 dishwasher that is designed by fault where it has no capacity of making hot water. What kind of dishwasher provide solution that I have to run my tap hot water first to run my dishwasher. All I want is my money back and for Fisher and Paykel to take their dishwasher. Compare to the amount of ****** of keep washing the dishes after trying to clean them through the dishwasher, take them out again and wash them. Also wasting so much water, I just want them to take the dishwasher and return my money.
  
  I do not think this should be closed where you can see their solution is very strange. And they kept sending the same technician.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buyer Beware. Fisher & Paykel will not honor warranty for U.S. and Canada purchasers. We purchased a Two Drawer dishwasher with a two year manufacturer's warranty on December 9, 2020. Two years, seven months later it stopped working. On June 28, 2023, I had an online chat with a customer service representative in New Zealand. She said “...as a one off good will, as long as this is a genuine product fault that would normally be covered under our manufacturing warranty (ie not caused by rodent damage, physical damage, etc.) we will cover the cost of this repair as good will.” When the technician arrived and removed the bottom drawer, he declared that there was a “cockroach infestation”. He put the drawer back in and stated as he left that it was company policy that no Fisher & Paykel tech would never come to our house again. The technician never claimed that he actually saw a cockroach. After leaving the technician submitted a “work statement” reporting that no work was done because of a “rodent infestation”. He also submitted a photo of the space behind the drawer, which a customer would normally never see unless a technician first removed the drawer. The picture shows specs that suggests that some cockroaches had been there. It does not show any cockroaches or rodents, or anything that would meet the definition of an infestation: "a harassing or troublesome invasion", "to inhabit or overrun in numbers or quantities large enough to be harmful", and "the presence of an unusually large number of insects or animals in a place, typically as to cause damage or disease." The warranty language states: “This warranty does not cover: Correcting damage caused by pests, for example, rats, cockroaches, etc.” The technician did not determine if the fault was caused by pests. There absolutely is no cockroach or rodent infestation in our home. In January, 2024, I sent a letter to the F&P CEO in New Zealand fully explaining the situation. No response yet.

  

  Business response

  03/11/2024

  Dear BBB, Our records indicate the consumers warranty was expired when he contacted Fisher & Paykel for service. Had the unit been under warranty at the time of the service, Fisher & Paykel would have still denied warranty coverage due to pests. As a gesture of goodwill, our customer service manager provided Mr. ********* some parts that could have been damaged by the pests, but advised him he would have to hire someone to put them on, since our service technicians will not attend due to health concerns. He gladly accepted the parts and parted ways.
  
  Since our CEO does not handle our day to day customer service matters, he re-directed the most recent letter back to our North American Customer Service Manager. Because our Customer Service Manager had already answered Mr. ********* multiple times, she did not respond.
  Fisher & Paykel will not cover the service, not only because the unit is not under warranty, but because we do not cover issues that have arisen because of pests.
  
  Please see a photo of Mr. ********* machine as evidence of the pest infestation (attached).
  
  Thank you,
  
  Fisher & Paykel USA
  

  Customer response

  03/15/2024

  
  This is my reply to the North American Customer Service Manager’s response on 3/11/24. 

  
  The corporate management team granted an extension of the warranty to address the problem (bottom of page 1 of transcript). 

  In relation to pests, the warranty language only provides for denial of warranty cover if it is determined that the damage is caused by pests.

  The statement that “some parts that could have been damaged by pests”, effectively establishes that there has been no determination that the damage was caused by pests.

  
  The warranty language also states that “The warranty does not cover D.  The cost of repairs carried out by non-authorized repairers or the cost of correcting such unauthorized repairs.”  Thus, the use of a repairer other than an authorized Fisher & Paykel technician would void the warranty coverage.

  
  The Fisher & Paykel corporate warranty identifies a total of 14 situations that would void warranty coverage.  There is no language that addresses health concerns in relation to pests, or what conditions create a heath concern. 

  
  I did not ask for the parts.  The box was mailed to me, and it remains unopened.  There is no certainty that the parts would fix the problem.

  
  The redirection to the North American Customer Service Manager in Costa Mesa can be interpreted as a corporate expectation that the matter would be resolved in accordance with the corporate warranty as written. 

  
  The claim of a “cockroach infestation” was made immediately before the technician took the attached photo on June 22, 2023.  The photo included in the Fisher & Paykel response was taken on October 26, 2023, by me squeezing my hand and camera behind the lower dishwasher drawer a month after I had taken anti-cockroach measures.

  The North American Customer Service Center in Costa Mesa applies a warranty condition that is not stated in the Fisher & Paykel corporate warranty document.
  

                                                       
  

  

  Business response

  03/18/2024

  Dear BBB, The customer was never provided an "extended warranty". He was provided approval for a Fisher & Paykel Factory Service representative to service the unit free of charge, as a one time gesture of goodwill, for issues that are normally covered under our warranty. Since they found pests, that would be excluded and they would not work on it due to the health risks associated with being exposed to pest excrement. Mr. ********* was never charged, he was advised the unit had pests and the tech would not be coming back. If he would like to have his unit serviced, he will have to hire a service company to do it. His unit is not under any kind of warranty, so he can use whomever he chooses to service his product. Fisher & Paykel technicians will not be able to service it for him.
  Thank you, Fisher & Paykel USA

  Customer response

  03/23/2024

   MY 3/23/2024 RESPONSE TO FISHER & PAYKEL REPLY ON 3/19/2024

  
  The following quoted statement is from Fisher & Paykel’s reply on 3/19/2024.

  
  “Since they found pests, that would be excluded and they would not work on it due to the health risks associated with being exposed to pest excrement.”

  
  The corporate warranty, under the title “This warranty does not cover.”, and subparagraph A8, “Correcting damage caused by pests”, clearly places the burden on Fisher & Paykel to determine if the fault was caused by pests before there is any legitimate basis for voiding warranty coverage.  The North American Customer Service Manager’s operational policy prevents that threshold determination.

  
  The North American Customer Service Manager’s policy is not supported by any language in the corporate warranty document.  Thus, there is no way for prospective U.S. or Canadian customers to know of the policy prior to deciding to purchase a Fisher & Paykel luxury appliance or an extended warranty.  For U.S. and Canadian customers, the policy establishes that Fisher & Paykel Corporation is neither transparent nor trustworthy.

• 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,
  
  *******************************
  
   
  

*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. ↩