Fisher & Paykel Australia Pty Ltd

WORST CUSTOMER SERVICE. I paid for a cooktop over a month ago. It was meant to be contacted about delivery within 2 days. Over a month and 5 calls later, I still don't know where it is or why it hasn't been delivered. On hold endlessly every time. Will never buy from this company again.

2023 update: The fact that F&P replied to this review THREE YEARS after I complained about it shows what their customer service is like.

Worst service ever - 6 MONTHS! 6 MONTHS to fix a dryer and still I am on the phone with those donkeys. BE CAREFUL when you book a technician, they will NOT call you on approach and they PRETEND a parking or they will leave! Obviously they think you stay at home all day and doing nothing, so the window of time to show up is like 8 hours. It happened already twice. Technician's words: "I am not paying for the parking, if you don't provide it, I cancel the appointment! " No point to have extended warranty, they do nothing to fulfil the agreement you paid for.
I wish I can give negative stars, unfortunately the minimum is 1.

Update: they just answered - it took them ONLY 2 years.enough said I guess.

Had a dishwasher ordered and booked for delivery. On the delivery date I called to confirm the time. They said the dishwasher was on backer order and they advised this when it was ordered. This is a straight up lie. Now there’s a creeping delay on the new estimated delivery date. Absolute farcical service.

Got a Vented Dryer in July 2022, and now is broken. Booked a technician coming scheduled for today between 13: 00 and 15: 00. The technician called me this morning and told me will come exact at 13: 00. However, it is 15: 40 now, nobody came, and also no answer for the customer service line. Speechless to this company. DO NOT BUY!

Absolutely terrible company to deal with. They don’t contact you back. I bought a brand new fridge which leaked and had someone come out to fix it. Then months later it flooded my house due to a faulty fitting which has caused my family and I to have to move out due to extensive damage and mould which has caused a huge amount of stress on us. They will not even contact me back. It’s a disgrace.

COPY OF THE EMAIL I FINALLY SENT THIS COMPANY
Fisher and Paykel Team,
I am writing to express my deep disappointment with our Fisher and Paykel front loader washing machine. In 2013, when we built our new home, we made the decision to invest in a Fisher and Paykel appliance, believing it to be a reliable and high-quality brand. While it may not have been the most expensive option on the market, it was certainly among the pricier models available. However, our experience with the machine has been far from satisfactory.
On multiple occasions, we have encountered significant issues that have caused significant inconvenience, financial burden, and even safety concerns. I would like to outline the series of problems we have faced since owning our front loader:
1. February 2016 - The hot water hose unexpectedly broke in the early hours of the morning, resulting in severe flooding within our relatively new home. I have included photographs to illustrate the extent of the damage caused.
2. May 2019 - The main bearing of the washing barrel failed, necessitating the replacement of the entire barrel. Unfortunately, it was not possible to replace the specific bearing alone. I have attached photos depicting this issue.
3. August 2021 - The pump hose split, repeatedly triggering an error code and causing disruption in the machine's operation.
4. January 2022 - The electrical starter at the rear of the machine burnt out, creating a potential fire hazard. I have included photographs to highlight the severity of this situation.
5. September 2022 - A malfunction in the motherboard caused the machine to constantly enter error mode, rendering it unusable. I have also attached a video capturing this issue.
6. May 2023 - The machine unexpectedly filled with water, causing the door to burst open and flooding our home once again. Enclosed, you will find photographs documenting the aftermath of this incident.

It is with great disappointment that I write to inform you that my wife and I have decided to purchase a new washing machine today, and we will not be considering Fisher and Paykel as an option. We hope that you will pass along this email to your Research and Development team, urging them to address these persistent issues and work towards improving the reliability and durability of your units.
I would be more than willing to discuss my disappointing experience with your product further with your team. Please feel free to reach out to me at your convenience.
Thank you for your attention to this matter, and I sincerely hope that Fisher and Paykel takes these concerns seriously in order to enhance customer satisfaction and trust in your brand

If I could give them a negative star rating I would. After 2 replacement fridges and the last flooded our entire kitchen, damaged our floorboards & joinery. Organised through insurance but F&P now are not paying for the works which have been repaired even though I have an email from them accepting responsibility. Out of pocket $500 excess with no date of when our money will be refunded.
Terrible experience & will never buy their product again.

Fisher & Paykel don't appear to be as good as they used to be. Had problem with washing machine, with no joy from them, so used local electrician who did a fantastic job. Also, should a 4 year old stainless steel finished fridge have rust spots all over it? Not a good look. Time to change brands, which is a shame because F&P used to be good. What the hell happened to this brand. Just look at all the bad review on the website

Really poor quality. Have had to replace two kitchen knobs in a year. It doesn’t help they sting you for $15 shipping on top of spending almost 40 on the replacement part. Disappointing all around.

Great after sales customer service and support. The stainless plate on the front cover of the oven tarnished. The product was outside of the warranty period but because this happened for some unknown reason and did not happen due to misuse F&P agreed to replace the front cover as a gesture of goodwill for no charge. I have always preferred F&P kitchen appliances and white goods. With such good customer service I am going to be an even more loyal F&P customer. Thanks F&P team. Please keep up the good work.

Purchased 2 drawer dishwasher in November 2021. Stop working early January 2022. Technician does not have part, parts arrive and next available time for a technician to attend is 2at February 2022. Service is extremely disappointing.

Update: called them again, and wow! They were going to replace with same model and but didn’t have any in stock for another 6 weeks and were just not going tell me and make me just wait. For a fridge in summer, no fridge for more than 2 months! Ridiculous. In the call checked for similar models but also not in stock. So wanted to give me store credit. I demanded refund instead. Will take 1-2 weeks to do that. If you would just communicate openly people and do what you say, then people wouldn’t get upset.

Inefficient and dishonest. Absolutely disappointing. Fridge broke within 2 years of purchase. Apparently a common issue they were already aware of with the model. So they got a third party technicians to evaluate and agreed to replace fridge as within warranty. But then! 3 weeks later no fridge. Why? Who knows they can’t even tell me. First of all they were supposed to call and update both me and the technician within 48 hours. They didn’t. Silence. Called and was promised an update. They didn’t. Called again 2 weeks later after the technician called me and asked if I had heard from them because he hadn’t either. Crickets. When I called the employee can’t even tell me what stage the fridge is at or if it’s left the warehouse because it’s not in my case file. What kind of inefficient admin system do you all have? Unprofessional. Warehouse team was closed for the day so was promised a call back on a specific day. That was yesterday! For an essential item and knowing ACL what you all are doing is wrong!

The worst customer service I have ever experienced! My Fisher & Paykel Drawer Dishwasher failed and flooded my house in September 2022. After many contact attempts by phone and email, Fisher & Paykel finally sent out a service agent who acknowledged the failure of the appliance. I was then ignored by Fisher & Paykel for almost 2 months, it took contacting Consumer Affairs for them to have a service agent contact me again to fix the appliance late December 2022. It is now January 2023 almost 4 months later and my Fisher & Paykel Drawer Dishwasher is still broken! The service agent said they do not know when the parts they have ordered will arrive and Fisher & Paykel continue to ignore all contact with me. DO NOT BY ANY PRODUCT FROM FISHER & PAYKEL, DO NOT BY A DRAWER DISHWASHER FROM FISHER & PAYKEL. MY EXPERIENCE HAS BEEN NOTHING BUT BAD AND I WOULD NEVER RECOMMEND THIS COMPANY TO ANYONE. To have a $2000 plus dishwasher broken for 4 months of its life is not acceptable. Be warned.

Perhaps something is going wrong post Covid with manufacturing and repairs. 9 months ago somone hit my parked car and the insurance and myself are still waiting for parts to fix it, 6 months for an axle to be replaced on my mower and 2 years waiting for a phone technician for our rural NBN satellite service. We have a Smartwash from Fisher and Paykel bought in 2014. After 8 years of washing everything from delicates to the dog blankets has never had a problem. After 2 expensive Italian machines in 5 years and 2 Simpsons in the next year I was sceptical about another machine but this is fantastic.

Do not buy these products. The service from technicians and customer service is disgusting. Can't even get visit times right. Took several days of leave, to sort to have tech visit and he arrived out of time slot, and arrogantly left and blamed reception when I wasn't available. Then when I did see him and pulled him up on it, he was rude, and arrogantly and unapologetic. Really nit worth it. Please don't go there. Perth wa. Tech only guy in Perth, needs to go. Talking to upper management. He needs to not have a job with what could be a good brand

Shocking appliances! Shocking customer service! Poor quality!
One Star is too many, I wish there was an option to not to give even one star! Never ever buy them again!

Absolutely shocking appliances! And even worse service. Waited 2 weeks for my service, received a call the day before telling me the technician is sick. So they moved the service a further 2.5 weeks! I ended up having to book their authorised contractors to come out and have a look. My dryer and washing machine are 4 years old, however both have had multiple issues since the first year! Once these are broken I will never purchase an F&P appliance again!

Its impossible to get a service for a refrigerator that I bough two months ago. The waiting time is not until June and I can't get an answer over the phone because there is a 40 minute wait. Shocking service.

Wow. I am gobsmacked at the lack of customer service by a well known and EXPENSIVE brand. My fridge has an issue after being 6 months old and raised a ticket for repair. Received an email and the closest repair agent they recommended was about 12 hours drive from my place. After spending a long amount of time on hold and in a phone call, the customer care agent said that they did not have an authorised repair agent in my area and could not find anyone in their database to help out with a repair. They asked me if I knew of anyone in my local area! This is unbelievable! What a poor customer experience! Over 30 mins in a call and still unable to provide me with a repair agent. I suspect that the offshore agents have no idea about geographical locations within Australia.

If I could rate my experience with Fisher and Paykel any lower I would. The plastic panel in my dryer has been cracking all around and even though my product is covered under warranty the field tech (Nick), arrived and said that it is crumbling due to some kind of 'blunt force trauma'. I was trying to explain to him that even if that were the case, how would it be breaking all around the panel? Nick was extremely rude and kept interrupting me when I was trying to explain my point.anyhow, he refused to replace the panel and left. I'll probably be buying a Samsung or an LG clothes dryer now.