Fisher & Paykel Appliances Inc

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.
a) they responded with a questionb) we already provided all the details on the appliances in question, based on an open customer case number: [redacted] -- the biggest problem is with the oven: [redacted] 
Regards,
[redacted]

what the consumer experienced due to mishandling of the situation by Fisher Paykel:a) 7 weeks without functional oven (= $400/day of lost revenue, = $2,800/week = $19.600 total losses)b) $800 of squandered appliance repair services for [redacted] to do the numerous iterations of part install, discover that Fisher Paykel sent the incorrect part, send back, receive new parts, also incorrect, and repeat the expensive cycle)c) $55 in shipping fees for returning incorrect parts Suggest that the right solution is a new wall-mount oven, and simply replace the no-longer supported 8-yr old oven that takes ~2 months to repair sensors on.

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.
---------- Forwarded message ----------
From: [redacted]>
Date: Sat, Nov 22, 2014 at 6:32 AM
Subject: Re: You have a new message from the Revdex.com
To: [email protected]
Sat 22nd November
Thank you very much for your reply below.....I have read their response which is absolute rubbish.....I will contact them and let them have copies of all correspondence sent to them so far....
Can I also send copies to you, so that you are aware of the true facts???
[redacted]
 
Regards,
[redacted]
---------- Forwarded message ----------
From: Alan Darvill <[email protected]>
Date: Sat, Nov 22, 2014 at 6:32 AM
Subject: Re: You have a new message from the Revdex.com
To: [email protected]
Sat 22nd November
Thank you very much for your reply below.....I have read their response which is absolute rubbish.....I will contact them and let them have copies of all correspondence sent to them so far....
Can I also send copies to you, so that you are aware of the true facts???
Alan Darvill

Our records indicate the customer has been contacted by our customer service manager. the customer was asked to send photos of the parts he thinks are covered, and she will check to see if they fall within the warranty requirements. The customer was satisfied with this. Thank you

Hello, We have called the customer on both numbers we have to discuss her options. There was no answer so left messages asking for a return call. Thank you, [redacted]

Dear Revdex.com,We sent 2 representatives to this customers home on 3/16/15. The Regional Service Manager from New York, and the Regional Service Manager for Connecticut. The local service company representive was also present. They found a very small peice of insulation in the orifice for the broiler. They replaced it, along with the broiler assembly. They tested the unit and it tested good. We were advised that the customer was satisfied and the representatives left. I called the customer to followup and left messages on both numbers we have on file as they did not answer. We will be closing our file once we hear back from them.  Sincerely,  [redacted]
CUSTOMER SERVICE MANAGER NORTH AMERICA
T: 949.790.8900 EXT [redacted]
E: [redacted]
Fisher & Paykel Appliances, Inc.
695 Town Center Drive, Suite 180, Costa Mesa, CA. 92626 USA
FISHERPAYKEL.COM  |  DCSAPPLIANCES.COM

















FISHER &
PAYKEL  |  

  DCS BY FISHER & PAYKEL

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.Yes, my complaint has been resolved.  Thank you for following up with me.Regards,[redacted]
Regards,
[redacted]

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.
After 7 weeks of mistakes by Fisher-Paykel customer care (shipping incorrect parts, shipping insufficient sets of companion parts even though explicitly called-out in Fisher-Paykel technical bulletins, stunning number of iterations, 100s of hours of my personal time + expense of multiple installs of the incorrect parts), we finally received the proper parts.  During which time, I incurred $400-per-day of lost rental revenue, I paid $800 in appliance repair services to install the incorrect parts, so the economic impact of the unprofessional management of spare part fulfillment and general customer case management is extraordinary.
Regards,
[redacted]

Hello,We have tried to reach the customer with no response. The technician who went out there the 2nd time cannot confirm whether or not the unit was damaged by the first service provider. Even if the first service provider ([redacted]) was at fault, we would not accept liability on their behalf. The...

customer is responsible to contact them direct in order to resolve the issue. We do not indemnify our network of service providers. They all carry insurance in case of accident etc. We highly recommend the customer contact [redacted] if she believes they damaged her unit.  If you have any questions, please let me know.Sincerely, [redacted]

Hello, We are currently gathering information regarding this case so we may respond. Thank you.

My complaint has been resolved. Fisher Paykel did credit me for the freight charge.

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.
[I received a call and voicemail message from [redacted] on Tuesday while I was at work. I returned her call and left a message, providing my cell phone and email address on Wednesday. At of today (Saturday), I have not hear back by phone or email. This seems to be a continuation of the trend I noticed in trying to resolve this prior to the Revdex.com complaint. Also, in the message, I left the corrected information that my grill model is BQ27-BQR. I'm not sure the company has any intention of resolving this, and responding to the Revdex.com complaint by saying a customer service representative will call me is clearly not a resolution. It would be helpful if the next response from the company included the proposed resolution, rather than simply another promise for someone to call me for some undisclosed purpose - which seems to be to merely delay and not actually resolve the issue, which has been communicated repeatedly in multiple ways.]
Regards,
[redacted]

Hello, The customer has accepted service with the regional service manager [redacted] fielding. The parts have been expedited to him and he's set to go out either the 15th or 16th.Customer is aware and is satisfied. Thank you, [redacted]  
[redacted]
CUSTOMER SERVICE...

MANAGER NORTH AMERICA
T: [redacted] EXT [redacted]
E: [redacted]
Fisher & Paykel Appliances, Inc.
[redacted]
USA
FISHERPAYKEL.COM  |  DCSAPPLIANCES.COM


















  FISHER & PAYKEL  |  

  DCS BY
FISHER & PAYKEL

  

 
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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. I spoke to [redacted] (son, of the owner) at [redacted]. It so happens that about a year ago, we had lunch at [redacted] together the day that I bought my range. I met his mother and his kids. He remembers me as I gave them some marketing ideas at the time!You will laugh at this but I received a message from [redacted]  at Fisher Paykel (who I believe was the not so nice woman from above email), she seemed to enjoy telling me on a voice mail, that I had to return the dish drawer/washer I received for free as part of a promotion when I bought my range. Since they were refunding my range they want my now used dish drawer back which is 10 months old! LOL! No problem, I hate it! I can't fit my dishes in it. Not that my dinner dishes are extremely large ([redacted] pattern). I will just make sure that I write a review on their product. Not worth the $1399 that it retails for. I also have an ** top of the line dishwasher in my bar area which is off my kitchen, that is actually quieter than the small, awkward designed Fisher Paykel expensive dish drawer. It holds more dishes and I paid roughly $800 so about $500 less for it.  I believe that Fisher Paykel/DCS were giving away their dish drawers because they can't sell them. They do not have the name recognition nor reputation to warrant over $1000 for a dishwasher and it's totally disappointing. You really can't return free but here they are really doing me a favor!So, still no real apology/compensation from DCS but they also want this dishwasher back which is no loss to me. Guess they are now in the used appliances business, too!Thermador, now has a promotion were they are giving away a dishwasher with purchase of their range for free. Their dishwashers are made by [redacted] or they bought [redacted], so it's a quality product which I am sure I can fit my plates in.So, [redacted] at [redacted] is working on options for me and hopefully will find some options for me, either with a [redacted] or [redacted] at hopefully a "friends and family discount" since I've been put through hell and back by Fisher Paykel. Interestingly enough, [redacted] have had a problem in the past with a client who had the same thing happen to me but it was with a Fisher Paykel dishwasher. Like me, he wrote reviews which were less than flattering of his experience with Fisher Paykel.[redacted], at [redacted], said he thought it was amazing that I got this taken care of it a week. I told him it wasn't a week but months, that I just got the Revdex.com involved in the last week and that is when things started to happen. I said that I could not take the credit for getting a refund but that it was the Revdex.com.Interesting, online their is another owner of the same 48 dual fuel range in NC who has had major issues. He has a very similar story about his large oven not working and it's dated July 2016. so it's recent. It's on Consumer Affairs with the other 800 plus bad reviews of Fisher Paykel.Cooking for your family should be one of those experience which are celebrated and are so entwined with my southern heritage. In our family, when you think "family gathering" you think FOOD! So, it will be nice not to have to go through hell just to celebrate the simply joys of entertaining friends and cooking for those I love. (And not have to stress over the turkey taking an extra three hours to cook!)Kudos to your organization. What a blessing you have been to me!With my upmost appreciation,[redacted] 
Regards,
[redacted]

Hello, I am not sure where this policy they (our New Zealand customer service dept) are enforcing came from. I will investigate. In the meantime, yes, of course the customer should get their part replaced. We have a 1 year warranty on all the parts we sell regardless of who installs them. I...

think it's safe to say that he installed it correctly if it worked fine for 6 months. I will go ahead and have an order placed to ship another valve to him. Please tell the customer we are very sorry for his frustration and any inconvenience this may have caused. Sincerely,[redacted]
 [redacted]
[redacted] NORTH AMERICA
T: [redacted] EXT [redacted]
E: [redacted]
Fisher & Paykel Appliances, Inc.
[redacted]
USA
[redacted]  |  [redacted]

















FISHER & PAYKEL  |  

  DCS BY
FISHER & PAYKEL

  

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My address is [redacted]Serial number for washer is [redacted]Hope you have a wonderful day!Respectfully,[redacted]

Hello, Thank you for reaching out to us. The customer has been advised we found a unit (brand new same model) to replace the one she has. She is satisfied.  Thank you,

please advise what is the part number the customer is waiting for? Also, we would like to get the customers proof of purchase. thank you.Tell us why here...

Hello, We have called the customer and left a message, as well as sent him an email asking him to contact our customer service manager to discuss his complaint. We asked that the customer provide the serial number of the unit, purchase receipt, and any previous service history. Thank you.

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.
Problem: my DCS solve needed repair. I contacted Fisher and Paykel and they provided an authorized repair tech, [redacted] appliances in [redacted]. The repair was done incorrectly and nearly caused an explosion and danger to resident. I contacted fisher and Paykel and a claim was opened but nothing has been done. I asked FP to obtain an incident report whereby [redacted] installed a part incorrectly and caused damage to our range. The next authorized repair tech, [redacted], witnessed incorrect wiring the [redacted] tech had done causing damage and melting wires. Our total repair bill was over $800 and FP never responded to my requests to follow up on this claim and compensate for damage the previous amortized technician had done.Desired Outcome: I would like Fisher & Paykel to cover a portion of the costs of this repair due to the negligence and additional damage caused by their authorized repair technician, I am seeking $400 to be laid towards this bill. FP file number [redacted]Regards,
[redacted]