ComplaintsforFisher & Paykel Appliances Inc

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Uploaded my complaint in a Word File Doc that contains a timeline of past and current issues. *********************************************** case # ********

  

  Business response

  11/05/2021

  Dear BBB, Our records show our regional service manager has been in touch with the customer directly, and resolved the complaint to the customers satisfaction. Please let us know of you require anything else. Sincerely, FISHER & PAYKEL USA

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a *********************************************** refrigerator a few years ago and paid almost $2000 (Model and serial number: ***** and **********. We have always loved the brand and have never had a problem except until recently. It has been several months since we have had a working refrigerator at home, because the company's authorized technician is not able to repair the product and subsequently brought it to their warehouse for testing.According to the repairer, there is a gas leak and he changed the evaporator, but then realized is probably on the side of the fridge in the insulating urethane, so it is not repairable and and we can no longer use this refrigerator. We find it a shame that we bought a quality product from a reputable brand and therefore it is not even possible to repair when there is a problem. We received today (October 26, 2021) a call from someone in their ********* office who told us that there was nothing they could do for us (repair and / or compensation) as it is' 'normal' that the product is defective at some point.Under the Legal Warranty provided provided by the law of the province of ****** Consumer Protection Act: ''the consumer must be able use the item purchased or a reasonable period of time, taking into account the price paid, the contract and the conditions of use. '' Considering that we paid close to 2k for this fridge, we are not satisfied with the situation and we are seeking reparation which includes either repair covered by the manufacturer or compensation to help cover the forced extra cost incurred to purchase another *********************************************** product. https://www.opc.gouv.**.ca/commercant/pratique-commerce/garanties/legale/Without resolution to this situation, it is certain that we will not hesitate to submit a formal complaint to the ****** consumer ***************** as well as a request to the ********************* at the Court of ****** to assert our rights governed by the laws as a ****** consumer.

  

  Business response

  11/05/2021

  Dear BBB, our customer service manager has reached out to the customer and left a message on their phone number (at ************), we are willing to offer the customer a discount on a new unit, and will provide all the details and terms once we connect with them.

  Thank you, FISHER & PAYKEL USA

• Initial Complaint

  07/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Fisher and Paykel 48 inch proffessional LP gas stove/Oven (range) in fall of 2020. We had it installed late winter of 2021 to find out that the rang those not function properly. The small oven does not work, the griddle does not work, the settings k*** do not work and other electrical issues. We paid approximately 15 000$ dollars for the unit. We called Fisher and Paykel at many occasions to receive slow responses. We finally had a technician that came to our house, and he did not know anything about how to troubleshoot or fix the unit. He ordered some parts, received them, scheduled a few appointments with us and never showed up. He does not return messages or calls. We communicated many times with fisher and paykle throughout this process but never get clear answers or remediation.

  

  Business response

  08/02/2021

  Dear BBB, our records indicate the regional service manager approved the unit to be returned, and a replacement provided. The request was submitted on the 30th of July.
  the exchange is being handled through Brand Source. The new unit is on back order, but they are trying to get one sooner. Once Brand Source has the unit, they will contact the customer to schedule the exchange. In the meantime, if the customer has any questions, they can reach out to the regional service manager ***** at ************

  Thank you, Fisher & Paykel USA

• Initial Complaint

  07/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a fisher paykel dishwasher 6 mo ago. 7 weeks ago the dishwasher stopped working. The company sent a repairman. 1,week later he Returned with a part. He said it was irreparable. I was told I would get a new dishwasher. Another week passed by without any follow up. I was told my new dishwasher had been denied. After hours on the phone the regional mgr reached out and said he would work on getting me a new dishwasher the entire day. I did not hear back from him. I was called by the salesperson who sold me the dw. He told me 1-2 weeks. We are now 3 weeks later. I was told the dishwasher had been delivered 5,days ago. It has not. I have called countless times. I have wasted hours. Nobody is calling me back after they promise to follow up. I have asked for a partial refund bc of wasted time and terrible customer service. They ignore my requests. I am very frustrated. This is the third fp dishwasher in 17 yrs this is not a trustworthy brand I am shocked at the horrible service

  

  Business response

  08/04/2021

  Our records indicate a new unit was shipped to ****** ** to replace Ms* ******* dishwasher, but the freight company lost it (per New Penn tracking# ************ unit was picked up 7/15 but never delivered). The dealer is now going to provide the new unit from their buying group. They are currently waiting for it to arrive to their facility. Once they have it, they will contact Ms. ****** to schedule the appointment. Ms. ****** can reach our customer service manager at ******************************* if she needs further assistance. Thank you.

• Initial Complaint

  07/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a matched washer dryer set from Appliances Connection - a Fisher Paykel washer and gas dryer. The gas dryer shortly thereafter began to whine and grind uncontrollably. I registered the product warranties good for two years. I reported the problem to FP North America - which took more than two dozen phone calls and six visits from the local technical repair people (authorized). The product remains beyond repair after six visits. Now the washer is whining at high speed. Fisher Paykel refused to remove the products from my home. Fisher Paykel insisted on attempting to fix the unit. The repairs were unsuccessful. I again demanded that both products be removed from my home under the UCC. Fisher Paykel refused to do so and then all by themselves in writing terminated my two year warranty. Not only is this by far the worst customer experience I have ever had with respect to a consumer durable product - they seem to enjoy being disagreeable

  

  Business response

  07/22/2021

  
  In response to Mr. ********** complaint, please see below.
  
  Per our warranty (excerpt attached), at our option, Fisher & Paykel can replace, or refund the customer if we cannot repair a product.
  In this case, our authorized service agent completed 2 repairs (tickets attached) but because the customer was very frustrated with ongoing delays, and asking for a replacement, we offered to return it for a refund since we no longer make that model, or anything comparable to it. At our suggestion, we even offered to return the matching washer since he purchased the pair as a set. The customer refused, and demanded we cover all costs for him to get another brand washer/dryer set delivered to him.
  
  We are no longer willing to service the product for Mr. ********* so his only option with us, is to allow us to pick up the unit(s), and have his dealer issue a refund (Proof of purchase attached $594.00 each unit, for a total of $1,188.00 if both are returned. The customer paid $1,188.00 after discounts).
  We are happy to only return the dryer if that’s what he chooses.
  
  Please let us know when we can pick up the unit(s).
  
  Thank you,

  Fisher & Paykel USA

  
  

  Customer response

  07/27/2021

   This proposed resolution is neither lawful or acceptable to myself.

  1.  The purchase of the washer and dryer was online by Appliances Connection and myself the buyer had no opportunity to examine the One Sided Warranty Provided by the Manufacturer only on delivery of the goods.

  2.  Desert Tech Appliances have in fact visited my home on 5, not 2 occasions, in an attempt to fix the devices.  The fixes are in effective.  Repair technician certified by Fisher Paykel prounounced the devices "beyond repair".

  3.  FP decided to cancel their two year written warranty, because the simply felt like it.

  4.  I paid over $1700 for the non-working goods to be purchased, shipped and installed here at my home.

  5.  I paid another $115 to do my best to have the dryer repaired once and for all.

  6.  I have invested more than 25 hours dealing with FP, AC and Desert Tech on this matter at a lost-income during business hours rate of $500 which my clients pay me for legal work.

  7.  Total damages are $14,315 to date, which will be increased by my costs of lawsuit, outside counsel and deposition fees.

  8. All of the above are lawfully recoverable and are supported by the facts as seen in emails.

  9. My proposed settlement is removal of the incredibly poor FP products, beyond repiar, and replacement with similar LG models for about $2,100, or $900 over what FP is unlawfully suggesting is a legal settlment approach.

  10.  If FP does what I have asked, as above, we will be settled, the FP products will be out of my home and I will not have to deal with them anymore.  I will have working units from LG supplied by Appliances Connection their retail distributor.

  Note the FP markets itself as a seller of high-end luxury home appliances.

  Customer Service from them to date is absolutely amazingly awful and insulting to the paying customer.

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

  

  Business response

  07/28/2021

  We can arrange pick up of the washer and dryer, and have the customer refunded his purchase price of $1,188.00 through his dealer. Providing him what he paid for the units is the most that can be refunded.  

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi - I bought a brand new refrigerator from Fisher Paykel in January 2021. In February 2021 it broke and was repaired by their technician. In late June 2021 the same issue occurred and it broke again. The technician attempted to to repair the refrigerator 3 separate times in July with no luck. It took him 3 weeks to reach the conclusion that it could not be fixed. He then told me Fisher-Paykel would be reaching out to give me a brand new refrigerator. They have told me two weeks now that a fridge would be coming but I have not received anything nor had anyone reach out to me about a delivery of a new fridge. I spent $7000 on this fridge which was a LOT of money for us to only have it not work. The company has been dodging my calls, texts and emails and I have absolutely no recourse and no working refrigerator. Im really upset and frustrated.

  

  Business response

  07/28/2021

  Our records show we replaced the unit for the customer. Confirmation was provided by the company that performed the removal of the old unit, and installation of the new unit. Thank you.

• Initial Complaint

  07/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased and subsequently installed a Fisher & Paykel DCS series 9 grill and side burner for a total of approximately $7000. After already having a serious gas valve issue (that was present in 3 separate units at the dealer); DCS mailed out replacement valves (that I had to self install) to fix the issue of gas failing to properly shut off. I now (after just 7 uses over 1 month) have an issue where the grilling surface grates have rusted to the point of being unsuitable for cooking and serving food to guests. The "technical team" has stated they are safe to use and refuses to replace them. This began after a high temperature cleaning (as detailed in their user manual). During that same cleaning cycle, the plastic coated rotisserie knobs provided with the grill melted completely into a puddle of plastic on our countertop. I feel both the grates and knobs should be replaced immediately and their manual be revised to avoid similar dangerous issues on the future.

  

  Business response

  07/22/2021

  Dear BBB, Our customer service manager was in touch with the customer and provided a resolution the customer agreed to. Our record shows the customer is currently satisfied. Thank you, Fisher & Paykel USA

*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. ↩