Fisher & Paykel Appliances Inc

Hello,We have passed the customers information on to our parts dept and have requested the shipping fees to be refunded. All the best, *** ***
*** ** ***
CUSTOMER SERVICE MANAGER NORTH AMERICA
T: *** EXT ***
E:
***.***
Fisher & Paykel Appliances, Inc
*** *** *** *** *** *** *** *** *** ***
USA
FISHERPAYKEL.COM | DCSAPPLIANCES.COM
FISHER & PAYKEL |
DCS BY
FISHER & PAYKEL
v

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The dishdrawer I purchased approx a year ago brokeFP attempted to repair separate visits and finally was pronounced "NOT REPAIRABLE" which took weeks, now they make me purchase the next one at a discounted price, so I paid $and now $542, a year later TOTAL $The replacement machine is not available at any of North America whorehouses, so now I have no dishwasher at allNo estimate for replacement is given by customer servicecompany has no product to sell!!!!!? Model: *** I am in Los Angeles ###-###-####If Fisher Paykel is not able to repair their own product they should not make me pay for replacement and the replacement should be available in the timely manner
Regards,
*** ***

We tried to reach this customer a few times in January of this year and she never respondedShe also never responded to the Revdex.com so they closed their file as wellThere is nothing we can do as her issue is with the repair companyWe do not indemnify the service providersIf she feels they made a mistake or caused damage, she must seek resolution directly with them or their insurance carrierPlease have the customer contact the customer service manager at *** ext *** to discuss further if neededShe will be out of the office on Monday the 5th for the Labor Day holiday, and back on Tuesday the 6thThank you

Revdex.com:
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,
*** ***

Hello, Please provide the customers address, zip code as well as phone number so we can look this up.If you have a serial number to the product that would be helpful too. Thank you!***

We are not asking the customer to accept multiple service calls over a long period of timeA product not working out of the box is very unusual and is most likely something simpleIf we cannot repair it when the tech is there in the home, we will be happy to credit her dealer for the unitWe cannot do a refund as she did not purchase the unit from usWe ask that she allow the rep to come out and see what it is and see if he can fix it

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
if that is the case, why was I provided a fisher and Paykel case number and told you might be able to helpI would have never called this service provider if FP didn't recommend them and lost them as authorized repair on their siteThere is no warning that they do not indemnifyI complained to FP and was assigned a case file number and promised a review of my bill once the stove was finally repaired, then I was ignoredVery poor customer service, and no monitoring of incompetent trades that FP 'AUTHORIZES'No accountability, no customer serviceBuyer beware, choose another brand
Regards,
*** ***

*** ***, the Operations Manager located at the Huntington Beach facility at Fisher & Paykel had contacted the customer on 10/14/Advised the customer what the burn off smell was, that it was non toxic and all manufactures use the same materialsShe was satisfied with the response
and no further contact has been made from the customer to Fisher & Paykel
Thank you,
*** ***
*** M***
CUSTOMER SERVICE MANAGER NORTH AMERICA
T: EXT ***
E: ***.***@fisherpaykel.com
Fisher & Paykel Appliances, Inc
Skylab Road, Huntington Beach, CA
USA
FISHERPAYKEL.COM | DCSAPPLIANCES.COM
FISHER & PAYKEL |
DCS BY
FISHER & PAYKEL
v

Hello, We have researched this and have found the customer was credited on 1/28/for She was not refunded the shipping costs due to it being her error for sending the part back.We are very sorry for the delayIf you have any questions, please feel free to call me
Sincerely, ***
*** ***
CUSTOMER SERVICE MANAGER NORTH AMERICA
T: EXT ***
E: ***.***@fisherpaykel.com

The customer has been contacted and we are going to schedule service with our regional service manager.We will advise the outcome once he attends. Thank you, ***

Fisher & Paykel has agreed to replace the customers unit with a new unitThe customer has been notified and is satisfied

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I still have not heard anything from the business
Regards,
*** ***

Revdex.com:
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.Fisher & Paykel did send a technician and regional manager to inspect the stoveThey did find a small piece of insulation in the gas orifice which apparently was overlooked by S*** *** *** when they installed the valve and orifice several weeks ago.The technician was professional as was the regional managerBoth men worked along with S*** *** *** for several hours to remedy this dangerous issue.I am satisfied with the repair and appreciate Fisher & Paykel guaranteeing the new parts and absorbing the cost of the repair.Thank you.
Regards,
*** ***

Here is the proof it was creditedLet me know if you need anything else.*** *** CUSTOMER SERVICE MANAGER NORTH AMERICA T: *** EXT *** E: ***.***Fisher & Paykel Appliances, Inc. *** *** *** *** *** *** *** *** *** ***USAFISHERPAYKEL.COM | DCSAPPLIANCES.COM FISHER & PAYKEL | DCS BY FISHER & PAYKEL From: *** *** Sent: Thursday, March 03, 7:PMTo: *** *** ; *** *** ; *** *** ** *** Subject: RE: (order# ***). $freight was credited & refunded back to customer’s CC 3/2/16. FISHER & PAYKEL APPLIANCES' CONFIDENTIALITY NOTICE:This e-mail and any attachments may contain confidential information. It is intended only for use of the addressee(s) for the purpose stated

Hello, Please see this customers previous complaint under ID #This is our previous response, but have since retracted our offer that was given to the customer:The customer purchased this unit as an "AS IS" product from her local dealer for $years ago (unit is now years old). Since we were not able to repair the unit, we waived the current repair fees and offered her a pro rata (discounted price on a new unit) based on her purchase dateShe is currently working with our customer service team on getting a new unitRegretfully, the unit she has chosen is currently on back order, and will not be available until NovemberShe is dissatisfied with this, however, there is nothing our customer service dept can do as they also must wait for the product to become availableThe customer is under no obligation to accept our offer, and is free to shop elsewhere for a product that suits her needs within the time frames she requiresPlease note, if the customer chooses to shop elsewhere, we will not assist her or reimburse her in any way for whatever product she purchases whether it be a Fisher & Paykel product or not.If you have any questions, please call our customer service manager at ###-###-#### Thank you.We had made an amazingly generous offer to Ms***, but she is not satisfied with it, so we feel it is in everyone's best interest to part ways. We wish Ms*** all the best.Thank you

Hello, Our rep explained he did not approve a refund, as he is not authorized to do soWe asked Ms*** if she would allow a tech to come and look at the unit today so we can at least see what the problem is, as we think it may be something minor that wouldn't require a lot of time to repair
She refused and is demanding her money backWe are very sorry, but at this stage we need to see what the issue is and then we can go from thereThank you,*** ***

RevDex.com:
In regards to complaint ID ***, I have been contacted by the North American Customer Service Manager in regards to my complaint and she resolved the issue with the obsolete part numberI received the correct grill cover on Monday, May 23, and this problem has been resolvedThank you to The Revdex.com to help resolve the problem!
Regards,
*** ***

*** *** has contacted the customerthe part number is obsolete or NLA (no longer available) the new part number is being researcheda new order will be placed with *** over seeing everything to ensure the customer receives the new cover within a reasonable time period

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They do not tell you this is not the first time that they have had services reps at my house but about the seventh or more! This is not the first range but the second. The second range that they installed on Friday does not work. It is not just a small problem as one of the ovens works (the smaller one) but the larger one does not work at all. It doesn't even heat up! So it is having even bigger problems than the first range that they installed.I refused to go through another month and half of trying to fix something that I need to live with everyday. How would you like to be without an oven for an extended period of time? I am requesting a demand for arbitration. There is absolutely no quality control when they do not test the replacement range before they shipped it out. How in the world do you provide a replacement that does not work? If you will view the number of complaints on Consumer Affairs website, you will see that I am not the only one who has had problems with Fisher and Paykel.All my friends can not believe I have been as patience as I have. They have replaced over 12 parts in the other oven. Do they not have to fix something in a timely manner? Would you give them another one and half on top of the month and half that they already have had. Again, the did not address the issue of my event that I am hosting with a large crowd at my house that I told them in that I needed an oven that would work for this event.
Regards,
[redacted]

We apologize you did not get a response. We did contact the customer. Our Regional Service Manager contacted the service company she hired and advised them what was going on. He advised them that since her unit had not been repaired, to please settle with her and refund her...

money. They said they would be in touch with the customer to discuss directly. Regretfully, we can only urge the service compnay to settle, we cannot "force" them. If they do not provide a satisfactory response to the customer, we suggest the customer maybe try a small claims matter, where a mediator or judge can hear both sides and then make a judgement. Nothing more we can do from our our end as we do not indemnify the service providers on our website. They are third party and are not employed by Fisher & Paykel. Any disputes would be handled directly with the compnay that provided the services. Please let us know if you need any additional information.  Sincerely,[redacted] ext [redacted]