Fisher & Paykel Appliances

Excellent service and great value. Way better
than getting a normal electrician or plumber to come around. The F&P guy called around, was very efficient, had all the parts on him and got the job done and 30 minutes.strongly recommend it to anyone.

Dear F&P,

Having just used your F&P Service Centre Call centre and F&P Service Agent for a faulty Fridge-freezer, I thought that I would share the experience with you and provide some valuable customer feedback.

Part 1 – the issue, our Ice Maker stopped working completely.
Part 2 – the online search etc – having searched online for manuals and tips and tricks to fix myself I then ended up at the F&P NZ Service Centre booking area. To my excitement it looked as though I could book an agent for the following day, but alas the booking system glitched resulting in me having to call the centre direct.
Part 3 – the call, whilst friendly enough and helpful – no resolve with the phone troubleshooting and a booking was made – but unfortunately not for the next day but a week later.
Part 4 – the repair, again whilst friendly enough and helpful (and hopefully now resolved – will know in a few hours I guess), I was dumbfounded at the simplicity and time taken to repair. The service agent was literally in my house for a total of 60 seconds, from arriving to repairing to leaving. When I asked him why the call centre hadn’t provided me with the same simple instructions to click a few buttons in a certain sequence – he told me that they wouldn’t know that as it was a “technician code” that they don’t have access to.

Now, whilst repaired (hopefully), I do somehow feel quite aggrieved at the $115 service call-out charge that I had to pay for the 60 second repair – and as this would equate to a $6900 per hour rate – I do think it was pretty excessive to charge that amount for the 60 seconds of work. More-so though, I think it would be beneficial for the call centre agents to be allowed to learn and share the “technician codes” so that a better customer experience could be achieved and a more loyal customer by a quicker and less costly experience.

Cheers M

Horrible customer service. Representatives don't know anything about their products. I was told I'd get a response in 24-48 hrs from their parts team; 3 days later and 2 follow up calls from me, no real information or response; just the runaround. Buy from a manufacturer who can stand behind their appliances and not hide when a quick repair needs to be made. It's telling when your unable to speak with someone with any real knowledge of what they are selling. Go elsewhere because this level of customer service is unacceptable.

Disgusting company.

From customer service to engineers this brand truly is an absolute disgrace.
First, it was difficult to schedule an engineer to fix my dishwasher
Second, the engineer was outsourced to a third-party
Third, the engineer couldn't fix the problem
Fourth, for the last 2 weeks neither the third-party company nor the engineer is available via phone and hasn't submitted the report.
Lastly, Fisher & Paykel's customer service keeps "escalating" my query to "senior agents" which means a dead end in dreading phone queues.

Get a grip.

Concerning reading the bad reviews on here. No joy from warranty department so writing to their head office now. No choice when it came to brands as it came with the apartment - sold with supposedly 'high end' appliances. My understanding (I come from overseas) is that this was once upon a time an iconic brand - wouldn't have touched it with a bargepole if it had been my choice.

Absolutely horrible service from tech and support people, i did ask about one of the function on my washing machine, they keep transfer the call each other, waste my time more than 30 minutes but they fail to find solution

Sad to see an iconic kiwi brand losing customers. We’ve bought a new fridge as our stopped working properly (it broke shortly after being serviced by a F&P technician). Fridge was promised to be delivered in 3 days, on December 10th. Then delayed to December 23rd, then 29th, then 31st and only for delivered in January 5th. When trying to get a technician back to service old fridge (as was still on the service warranty) I was told that this would cause the cancellation of the new fridge (really?). Try to escalate that the problem without luck. Spend Christmas and the New Year with a faulty Fridge. Won’t shop with them again, worst customer serviced received in a long time.

So very disappointed in our iconic Kiwi appliance manufacturer. We used to be a loyal F&P appliance customer. But after having three different appliances all give us so many faults and problems as well as two failures at around the 3-5 year mark, they’ve lost us forever.
We bought a large and pricey chest freezer (we’re farmers, so have a lot of meat to store) which the compressor and or motor failed in just after three years, so outside warranty. Along with the shock of having to purchase a new freezer, we lost around $600 (cost, not retail) worth of prime meat.
We bought a mid-range F&P stainless steel dishwasher, which had multiple quality issues within two years, such as tray runners and drain motor, and just last month (about five years old) the main pump has failed.
It’s really not surprising F&P reduced their warranty period from five to three years when they shifted manufacturing to China. We still expected better quality control.
So we’ve replaced with European brands and F&P will never get another sale from our family.

I spoke on the phone to a customer service representative who said our repair would be minimum $110, max $190. I shopped around on trademe and could see the same model second hand for $130, but chose to go for the sustainable route, pay a bit more and have ours fixed. I was completely shocked to receive the bill after the work was completed for $512 - no warning at all. Completely misled by customer service - would not recommend at all

I would like to say thank you very much for the professional service, fast response and and very well organized, special thanks to josh the technician
for fixing our washing machine very friendly and professional.
Highly recommended this service.

SHOCKING customer relation person. Instead of gathering information accurately and listen carefully to understand customer's stem of frustration. He constantly interrupted me, talked back at me and rolled me to Noel Leeming for something Noel Leeming can't even assist. Where is FP's ownerships? Rang up yesterday to make a service booking for a fridge that is fully functional. Advised my reasons. Address SPELT out to the operator with phonetic. Service booked. Later received email confirmation of a different address! Rang back spoken to numerous people who either tried to be helpful but matter is out of their scope and or someone who isn't helpful at all like the CS operator. Deeply disgraceful and disappointing for such big brand. Recommended friends and family for years to FP for quality appliances. BUT turned out. TERRIBLE customer service!

Technicians came to fix our oven which has been broken on and off for the past year. They didn’t give up and have been really friendly and helpful the whole time. Thanks guys

Why do you hire people to work in Reception if we don't understand a single thing they are saying. They also don't know anything about their own services, they say they will transfer the call to another line and end up just sending the call to Voicemail hopeless and useless service. Very Very Poor, Worst service I've ever had to deal with. DISAPPOINTING

Replaced with a noisy water pump for my washing machine. After getting the payment technitian told me the pump will be noisy

I need a service person to give me information on a dishdraw control issue. I have rang F&P and am transferred to an Indian call entre where the people do not know anything but can only book a technician. BEYOND USELESS.why doesn't F& P just have a list on their website of NZ provences and then list of approved technicians. Would save a lot of time and be more productive to customer satisfaction. F&P management try ringing your own help line.

Very poor customer service from Fisher & Paykel service technician, he was extremely rude and doesn't know their products. Had to pay $110 callout fee for nothing, and don’t get me started with their crappie products.

Terrible service. We managed to get a service person to come and see our oven. He didn't have the part to fix it (an element) and went away to order one and come back at a later date. We had to pay $115.00 for him to LOOK at our oven. It is now over a month later and we have heard nothing. In the meantime my oven doesn't work.
I am on the phone now trying to get hold of someone at F&P, and so far I have been over an hour on the call waiting for someone to talk to. Not at all impressed. And that is the last time I buy a F&P appliance.

Doesn’t even deserve a star. Been over 2 weeks and the same thing. Going back and forth. Does no one put down notes for the next person. Annoying!

Untill I have not use this company i was in big dark about their name and services. It was like brand name for me but after usuing their ordered part service all my misunderstandings cleared. They haven't any idea when i ordered a part where it is no tracking no clues i was waiting for ages and finally after 2 weeks i got my order meanwhile i have bought new fridge. Thanks for pushing me to buy new fridge guys.

Never buying this brand again. Had an Oven for two years, it’s broken twice, the second time we have been strung along for two months waiting for parts to arrive.

No
Oven
For
Two
Months

Buy reliable brands. Not F &P