ComplaintsforFisher & Paykel Appliances Inc

• Initial Complaint

  12/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Our Fisher Paykel Dishdrawer required repair and we had a factory service technician (Technician #*******) visit on 11/29/2022. A part had to be ordered for the repair. We paid a total of $402.04.It has been a month since the order was placed and despite numerous calls and texts to the technician (***************************), I have heard nothing from him. I have tried to call Fisher&Paykel but have had no luck in getting through. Their online chat room is always full and, hence, useless.

  

  Business response

  12/27/2022

  Thank you. We have asked our service team to look into this and advise you. You should hear from someone soon.

  Sincerely, Fisher & Paykel ***

• Initial Complaint

  11/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a *********************************************** (FP) dishwasher from Appliance Connection (AC) on Oct. 12, 2022. Purchase included "free installation". Unit was installed on Oct. 25 (evening) and after installers left, we attempted to use the product. The product ran for about 3 seconds and caused the house circuit to short and "shorted the fuse" within the house electrical panel. On Oct 26, I contacted FP, AC, and the shipping company regarding the issue. AC and shipping company said this is the responsibility of FP. I have contacted FP on multiple occasions and they will not call me back or send a repair personnel to attempt to service the product. It is now 3 weeks of having a "dead on arrival" product and the company is not providing any warranty support.

  

  Business response

  03/14/2023

  Dear BBB, an email was sent to *********************** on 3/9/2023: 
  
  
  Sent: Thursday, March 9, 2023 12:57 PM
  To: *********************** <***********************************************************>
  Subject: RE: BBB Complaint 18397300
  
  Hello,
  
  Please accept our apologies that no one responded to the BBB.
  
  This unit was replaced in late November or early December.
  
  The customer has not contacted us since.
  
  Also, I do not show we have been contacted asking for an update. Not sure what happened there.
  
  Please let me know if you need any other information.

   

  The customers unit was replaced in Nov or Dec 2022 and we have not heard from the customer, so assume they are satisfied. Please let us know if you need anything else. 
  Thank you,

  Fisher & Paykel ***

   

  
  

  Customer response

  03/15/2023

  
  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

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Fisher-Paykel integrated refrigerator (expensive and built in) approximately 4 years ago. Within the first year we noticed obvious problems with the unit. Chiefly, that ice would clump together in the ice maker. We had a service call within the first year, the repair agent told us we must be keeping the doors open for an extended time. As we are both adults well into our sunset years with adult children, we thought that a silly response, took it in stride and tried to keep it closed as much as possible. The problem never went away, but within the warranty period, we called them back for service. The fridge was now making noises and pieces of molding were falling off. We were now at the start of Covid. No service. We just had to wait it out. After it was safe, we called for service. Not only did they insist on charging us a service fee, but when the repair agent came out, he didnt know what was causing the unit to ice up. He defrosted it like a fridge from the 50s and told us he hoped it worked. It didnt. Two additional service calls later, a new tech tells us its a defective part( a control panel). And no, they wont cover it in spite of the fact that we have had four separate service calls in four years. And in spite of the fact that they told us the fridge has no diagnosable problem. And in spite of the fact the fridge is shedding molding pieces like a Husky in summer. I send the company an email documenting the sordid history of ineptitude and requested someone fix an expensive professional quality built in fridge. Ive heard crickets. Only option left is small claims court and serving the authorized agent for process. My New Zealand wife is quite hurt that this once solid company now ***** so bad. My advice: but something else from a company that will stand behind their products.

  

  Business response

  11/01/2022

  I personally spoke to the customer today (11/1/2022), and offered free service to resolve all the issues. He was satisfied.

  Customer response

  11/01/2022

  
  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

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have *********************************************** refrigerator. The water dispenser stopped and in May- June of 2022 the technician came several times to fix the problem. He replaced one part and it didn't solve the problem. He came back and replaced another part and the problem was solved temporarily. I told the technician that the problem is in filter cartage but he didn't listen. *********************************************** charged me for two parts replacement. They charged me $133 for the first visit and $ ****** for the second visit. I have one year warranty. In August 2022 the water stopped running again. ***********************************************'s technician came on 08/12/22. He told me that the problem is in the filter cartage that should be replaced. And I will be charged another $350 for this part. I explained the situation and told that I shouldn't be charged again because I have ! year warranty and I should not be responsible for incorrect parts that were replaced. I called the company on 08/12/22 and filed a complain. I was told that I will be contacted within ***** hours. Nobody called me, I called again on 08/17/22. Nobody called. I refuse to pay for the same service and issues within warranty period . I should not be charged twice for the same problem. I should be refunded for previous services or the new service should be free

  

  Business response

  11/01/2022

   Two different issues, same symptom. First repair 6/10/2022, water valve leaked onto control board, shorting board. Second repair 8/12/2022, found water leaking from filter head, totally different part, different location in unit. Tech did not charge for service call or labor, even though it was beyond the 30 days for the service call, and unrelated to last issue. We offered to cover parts if she needs service, but she must agree to pay the labor fees.  

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had an order pending with Appliances Connection since 03/2022 for a suite of kitchen appliances totaling approx $11,000. The business has made perpetual promises of anticipated ship dates with continued delays and ultimately no order fulfillment. I have been without a kitchen for quite some time and need this order fulfilled. I contacted the manufacturer for these particular appliances ************************************************** I was previously told the inventory was available and now as I follow-up again to ask for an update am being told the appliances will not be available until October. My kitchen cabinetry was specifically built for these appliances and need help escalating this issue to a senior representative that could either reallocate the missing appliances to fulfill my order or look into an alternative resolution. The missing appliances are a OB30SDPTDX1 Oven and a DD24DTX6HI1 dishwasher.

  

  Business response

  08/22/2022

  Dear Valued Customer, We are sorry you are still waiting for your back ordered products to arrive. We have checked with our inventory personnel, and it is confirmed the *** for the oven is mid October (to our facility), and the dishwasher is early November (to our facility).
  ***s are estimates, are not a guarantee, and can change at any time.
  
  We are not advised as to what the specific reason is behind the delay, only that it has something to do with supply chain issues that are being experienced around the world.
  
  If you no longer wish to wait, we can have your dealer cancel the oven and the dishwasher, so you can get refunded, and reselect to something else.  
  
  We are very sorry we do not have better news for you. If you wish to talk to our customer service manager, you can reach her at ************ and ask for ****************
  
  Sincerely,
  FISHER & PAYKEL ***

  Customer response

  08/23/2022

  Hello, I attempted to contact **************** at ************, I was transferred to a different representative working in inventory. Could you please provide me with the email address or direct phone number to ****************?

  

  Business response

  08/24/2022

  Dear BBB, We have provided ********************** contact details to ****************, and she will reach out to him directly. Thank you, FISHER & PAYKEL ***

  Customer response

  09/14/2022

  The representative Fisher & Paykel connected me to communicated that she only deals with warranty and legal matters. This issue needs to be addressed by someone in their sales group that communicates with their dealers and resellers.

  

  Business response

  09/15/2022

  Dear BBB, Mr. ************;was advised by Fisher & Paykel that the products he is waiting for are on back order, and was given estimates of when they would arrive to the Fisher & Paykel facility. Fisher & Paykel has responded to ****************** each time he has requested information.
  We are sorry he must wait, but product being on back order is completely our of our control (and the retailers). Mr. ************;is welcome to follow-up as the ETA dates get closer to see where things are at. 
  If he does not wish to wait, he can cancel the items he's waiting for, and buy another brand. There is nothing more we can do to assist ****************** above what we've already done.

  Thank you, FISHER & PAYKEL USA

• Initial Complaint

  08/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a $1700 dishwasher from Fisher. It has never worked. It took many weeks to have their *************** come to fix the motherboard. Once fixed it still does not work, it has been months. They will not replace it, they will not refund my money and they will not have it adequately repaired. They are perfectly content to have the customer bear the inconvenience of their garbage product which they will not stand behind. They do not care about their customers and have essentially stolen my money. I will *** this criminal organization if this is not resolved immediately. This is why people hate corporations. They are greedy and hate their customers.

  

  Business response

  08/22/2022

  Dear BBB, We have forwarded this customers complaint to our North ************************* Manager for her handling. She will be in touch with the customer within the next 48 hours. Thank you, FISHER & PAYKEL ***

• Initial Complaint

  07/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a double drawer dishwasher in Feb 2022. This dishwasher fails to clean properly. All of the dishes come out dirty and wet. We have made sure to use the numerous recommended detergents by FP and load the dishwasher according to their recommendations and technician guidelines. Almost every single month since we have purchases the unit we have had a technician come out to diagnose why dishes are not getting cleaned properly. After numerous phone calls and technician visits, every single tech has provided a report stating this is running as designed. We have communicated that the issue has not resolved and this unit is not operating properly. Fisher Paykel refuses to take any more steps to get this resolved and has denied replacing the unit. This has been a truly terrible experience. I am filing this complaint to warn others not to purchase their products to avoid the same experiences. I plan to take this to the next step and file a complaint under the ************************* Act since the company is unwilling to make this right.

  

  Business response

  11/01/2022

   Customers dishwasher was returned to the dealer for credit. The customer was satisfied with this, and we have not heard from him.

• Initial Complaint

  05/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Expensive, Unreliable product with equally Unreliable and Unresponsive customer service DO NOT BUY from this poorly run company.The top drawer of our two drawer dishwasher stopped working while it was still under warranty. The authorized *********************************************** service tech has been out 5 times (3/31/21, 1/13/22, 2/10/22, 3/7/22, 5/12/22) to repair the dishwasher for the same issue. Each visit the tech has misdiagnosed the problem and the dishwasher stops working again with the same issue. This has been going on for over a year, and each time it stops working it takes 3-4 weeks for the tech to come back out because there is only one tech for the entire DFW metroplex. Additionally, sometimes the scheduling system would not even allow me schedule an appointment at all because the appointments were all booked up for 4 weeks and the system only allows bookings up to 4 weeks. During the last visit on 5/12/22, the tech diagnosed a different resolution and wanted to charge for the labor of the repair since the dishwasher was no longer under warranty, even though it is the same issue from the initial call on 3/31/21 when it was under warranty. The service tech will not provide the supervisor's contact info nor will he have the supervisor call me personally. The customer service department also has not been helpful or responsive to my numerous calls and complaints. I am asking for the company to honor the warranty and repair or replace the dishwasher with no charge.

  

  Business response

  05/18/2022

  Dear BBB, We have passed this information on to our customer service manager for her attention. She will contact the customer directly to work on a resolution. Thank you, Fisher & Paykel USA

• Initial Complaint

  03/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a Fisher Paykel Panel Ready Refrigerator and dishwasher from ******************* back in July of this year in advance of a kitchen remodel. Because of the pandemic and many delays, the Kitchen cabinets were built and installed a couple of months ago. When I had the refrigerator installed, they had to remove the back panel to connect the water for the ice maker. As you can see from the pictures attached, we then discovered the unit looked refurbished even though I had paid full price for a new unit. We contacted all involved (******************* and Fisher Paykel) and a technician was sent out. He of course said the unit was working but explained away all of the corrosion you can see by saying when the unit was manufactured the welding left excess Flux and was not cleaned off. There are articles showing how excess flux can speed up corrosion https://www.scplumbing.co.uk/helpful-info/flux-causes-pipe-corrosion. Fisher and Paykel have offered a 3 time to send out the same Technician without offering to replace the unit and stand by the quality of their high-end product. Unless he is coming with a new properly built unit, he is wasting my time as well as his own

  

  Business response

  04/06/2022

  Dear BBB, Our customer service manager is working with the consumer on a resolution. The customer has a service appointment scheduled for Wednesday the 11th, and we will go from there. Thank you, Fisher & Paykel USA

  Customer response

  04/06/2022

  This will be the third time a "technician" will have looked at the refrigerator, unless he is bringing a replacement, they are wasting everyone's time Just look at the pictures 

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased several appliances from this company in 2021 including an ice maker that arrived in September 2021 with the power cord ripped out of the machine. We immediately reached out to F&P and they sent a service company to repair. We waited weeks for the part to come in and it was the wrong part. We waited again for a new part and when the service company repaired the machine it did not stop producing ice and continued to pour water all over our wood floors. I asked in December for a replacement of the machine with no agreement and no attempt from F&P to fix the machine because they said it was already fixed. I finally asked for my money back in February of 2022. At first, F&P refused to refund my money and then on March 1, 2022 the regional service manager agreed to send a refund once we return the ice machine. We have asked on multiple occasions for a return authorization so that we can send the ice machine back to them and still have not received the paperwork. We have received one response since then from the regional service manager and he says that he "will follow up and let us know." It has now been over six months since the ice maker arrived not working and we have not been able to reach a resolution with this company.

  

  Business response

  03/28/2022

  Dear BBB, Our customer service manager has been in touch with the customer directly. We show the customer's case is resolved, and she is satisfied. Thank you, FISHER & PAYKEL ***

  Customer response

  03/28/2022

  
  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. ↩