Fisher & Paykel Appliances Inc

Hello, We are happy to provide the customer with replacement parts as long as they meet the criteria set forth in the warranty. Surface corrosion and discoloration are excluded and not covered. The burners do not meet the criteria for replacement as they are not rusted through "to the degree of non...

performance".The radiant trays were covered under a 5 year warranty, and are no longer covered. We would be happy to discuss discounting the parts the customer needs if he would like to replace them. Please have him call our customer service manager to to discuss at 949-790-8900 [redacted] Thank you,Fisher & Paykel Appliances, Inc.

Hello,Our records show this customer confirmed back on 4/24/15 that she discarded the unit in the trash and no longer had the unit.In light of this, there is nothing we can do for her.  Please let us know if there's anything else you need from us. Thank you, [redacted] ext [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.
Fisher and Paykel opened the case number I provided in order to compensate me for some of the repairs. They did not attempt to reach me in January, in fact, they never responded to 2 emails I sent in January
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.
The Service Manager, [redacted] and [redacted] a tech from [redacted] were here this morning for over an hour. [redacted] personal has been nice, personal and professional. My compliant is not with [redacted] Service Department but I am wondering why they are even selling a product whose quality has repeatedly shown to be inadequate?They were not able to get the "new out of the box" SECOND DCS 48 inch dual fuel stove to work which was replacing the first one that they could not get to work. A "New out of the box" product should have been tested BEFORE it was shipped to me. This has created another delay and more time spent babysitting service reps in my house. Again, my much anticipated catered event is looming and I will not have the use of this oven/range, unless a miracle happens.They found correct power going to the oven. (Actually, this was easy to figure out as the small oven was working.) The large oven is not turning on. Again, this is something that they should have been aware of before this product was even sold/shipped/delivered/installed. Needless to say, Fisher and Paykel has major Quality Control issues. As a consumer, I really do not care who makes their thermostats but it is THEIR responsibility to make sure it works before it is shipped to the consumer. There is really no excuse for this happening twice! If I was the President of DCS, I personally would make it my mission to demand better quality control. If their President will just visit Consumer Affairs website. He can read for himself all the complaints on his company. They are numerous and being featured on a cooking show can not repair a bad reputation once it is earned.Additionally, he should be concerned by the amount of time it takes on hold to reach a customer service rep at his 800 number. Forty five minutes was my average hold time each time I tried to reach his company.The female manager that I did talk to after [redacted] was here, should be replaced. She was snotty, rude and did not apologize for my inconveniences until I pointed it out to her that no one had even apologized. I was a Customer Service/Agent for over 15 years with [redacted] and if I would have talked to a client like she talked to me, I would have been gone. She is just another bad reflection of Fisher and Paykel. Telling me that she had problems with her [redacted] did not make my situation any better. I guess it was her idea of empathy.So per your message to me this morning, I am hoping that DCS keeps it word and provides the refund to the dealer ([redacted]) so that I may get another range built by someone else which will actually work.Per the response from DCS:We are not asking the customer to accept multiple service calls over a long period of time. A product not working out of the box is very unusual and is most likely something simple. If we cannot repair it when the tech is there in the home, we will be happy to credit her dealer for the unit. We cannot do a refund as she did not purchase the unit from us. We ask that she allow the rep to come out and see what it is and see if he can fix it.I have only dealt with service people from [redacted] and the sales rep [redacted] did call me (two days ago) and tell me that he would get back to me in a day or two with a solution. I understand that he is out of the office for the rest of the week due to his father's death so I am hoping that someone else will take an interest in my plight perhaps, the President of [redacted].Hoping that the Revdex.com will continue to help me until I have a quality, professional 48 inch range in my kitchen.At this point, the stress, frustration,time and energy taken during this lengthy ordeal has stolen all the joy in this endeavor. I was SO excited about owning a 48 inch range and the reality is that it has been nothing but a headache and heartbreak. I have had to put dealing with the situation above my family needs as my autistic son so accurately pointed out to me.So, I am so over all of this!
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.Update to Complaint #[redacted]: I purchased a dishwasher 1 1/2 years ago and have a receipt as proof of purchase. , it broke Sept 15, 2017. I purchased spare parts from FP worth $250 in an attempt to repair it. I Called FP technician they came in on 4 separate appointments over 2 week period and concluded that they do not know how to repair it and that the unit is "NOT REPAIRABLE". FP offered to me to Buy a replacement unit for additional $542. ( $1000 original purchase, $250 parts, and $542 to purchase replacement ). I thought that it was not reasonable, but I agreed to pay for replacement because we had a kitchen designer included panel ready model, so we can not buy any other models. 5 days later they told me that they do not have any units at their warehouse to sell, it is on back order. They do not know when and if the back order will be fulfilled. FP Customer service would not commit to any specific date ( being deliberately vague ) and that I might have to wait indefinitely. Then 5 days later they withdrew the offer all together and would not reply to my attempts at communication. I need to replace :Double, tall, panel ready dishwasher, I agreed to pay $542 Unit, installation and taxes are included ( FP offered this in writing ) in order to replace a broken unit but they reneged on their own offer because they do not have any in stock.FP needs to provide a replacement unit for my broken unit with model of FP : Double, tall, panel ready dishwasher. The replacement unit needs to be tall and panel ready. The exchange should be in a timely manner with a date provided by FP ( reasonable wait is OK , but it has to be stated by FP ). I already informed FP that I accepted their offer and will pay $542.
Regards,
[redacted]

we have passed on this customers information to our customer service manager to make contact. Thank you.

A request for assistance has been sent to the regional service manager for Montreal Canada. We will call the customer to discuss and find a resolution.Thank you, [redacted] 
 
[redacted]
CUSTOMER SERVICE MANAGER NORTH AMERICA
T: [redacted] 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

  

 
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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 would be willing to except this resolution only if Fisher & Paykel actually sends  a company representative or adequately trained technician to view, diagnose and/or repair the stove properly. I have spoken to [redacted] at Fisher & Paykel on February 18, 2015 and I was assured a regional service manager would be in contact with me (prior to the date) that we set  of February 27, 2015, morning hours,  for his in home service diagnosis in connection with the local service repair agent, S[redacted].  As of February 25, 2015 no such person has contacted me regarding the appointment or the possibility of service on the stove. I have not heard from the local appliance repair service (S[redacted]) either.It appears that Fisher & Paykel (or their service agents) cannot repair the stove which leaves me with a extremely dangerous and practically unusable appliance in my kitchen. Considering the possibility of a propane gas explosion I would assume Fisher & Paykel would be more motivated to have their service agent(s) properly trained to diagnosis the cause of the flame emitted  from the broiler when it is first ignited. Thus far no one has been able to do this. All I get is promises and long waiting periods between service calls. This problem has been continually serviced since October, 2014, five (5) months.S[redacted] stated "DO NOT use the stoves broiler because of the possibility of an explosion", so where does this leave me. The same control knob on the front of the stove that activates and regulates the oven temperature also ignites the broiler. If one of my family members uses the oven and turns this knob  just a bit too far the broiler will ignite and a flame may shoot out of the oven/broiler (as has happened in the past) and burn them. This is a serious defect which according to S[redacted] they can't fix without additional authorization and parts  from Fisher & Paykel . As of the time of this writing and to the best of my knowledge S[redacted] has not received the necessary authorization or parts to make this repair.These are the reasons for my negative response to Fisher & Paykel's offer.  I do not see any attempt to repair this extremely dangerous defect before someone is seriously injured (or worse).  I welcome the repair should Fisher & Paykel actually send a service technician in a timely manner who is competent in repairs of this nature to fix the stove as this situation is of manifold importance due to the potential explosion and /or burn hazard.
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.
[The company continues to be either not read, view pictures, and/or determines to be non-responsive. In my complaint to the Revdex.com, I did not request replacement of the radiant tray, which the company representative unhelpfully shared was only covered for 5 years. Rather, I am requesting replacement of 1.) The stainless steel burners, and 2.) the stainless steel grill racks. My email, referenced in this complaint and sent December 28, File 8421847A, includes a description and multiple pictures of the burners actively non-performing because of the degree of deterioration and rust. There's flame on both sides closest to the inlet, towards the other end, and intermittently in between - though only coming through about half of the holes. Is that non-performance or intended and safe performance? Further, the pictures show not just cooking grids with surface discoloration, but where they've completely rusted through and the stainless steel is clearly and visibly cracked. Finally, while the offer of calling them to discuss ordering replacement parts at some unknown level of discount appears kind, it's an insult insomuch as I've repeatedly shared this information in multiple ways, and the representative continue to: 1.) cite parts that aren't covered that I'm not requested replacement of, and 2.) cite conditions that do not apply to my covered parts. in addition, on the SAME DAY I sent my last email to customer service requesting, again, replacement of the warranty covered parts, I ordered the non-covered parts directly from them and paid the non-discounted cost of $358.26 (order SP - [redacted]). So from that perspective, I thank the company for honoring their warranty and for providing me with a discount on the non-covered parts I ordered on December 28, 2016. A credit back to my card sounds great and is much appreciated.]
Regards,
[redacted]

Hello,
Thank you
for your response. I was unaware that
our message to the Revdex.com is actually sent directly to you. Please accept my
apologies if I didn’t sound understanding or empathetic to your situation. I have tried
to reach you on 1/4/16 and 1/5/16 and left messages on [redacted].Please call me
to discuss (Customer Service Manager) at [redacted] ext [redacted]
All the
best,
[redacted]

Hello,Here are the terms that are advertised on our website:We reserve the right to change this Shipping Policy at any time without
prior notice, in which case we will post the revised Shipping Policy on this
website and update the "Last Updated" date to reflect the date of the
changes. By...

continuing to use the website after we post any such changes, you
accept this Shipping Policy, as modified.
You acknowledge this Shipping Policy is part of our Terms and Conditions of
Use which may be viewed at [redacted].
By using this website, you are acknowledging that you have read and understand
our Terms and Conditions of Use and that you agree to be bound by the terms
thereof.
Generally, we ship merchandise ordered on this website by UPS Ground
delivery at the shipping rates indicated on this website from time to time.
Certain other shipping options may be available for certain products and
otherwise from time to time as indicated when you complete your on-line
purchase. If the product you ordered is currently in stock and shipping is to
be made by UPS Ground delivery, orders received by us before 2:00 P.M. (PST)
will be shipped the same day.
All shipping prices are quoted in United States dollars. No C.O.D. orders
can be accepted. The risk of loss and title for all merchandise ordered on this
website passes to you when the merchandise is delivered to the shipping
carrier. Please note that certain orders may be subject to shipping
constraints, and the available shipping times and dates may vary from item to
item. The posted order processing is contingent upon credit card approval and
may be delayed should we experience difficulties in obtaining authorization.
There may be occasional delays beyond the posted order processing time. In
no event shall Fisher & Paykel be liable for any damages or loss of monies
you may incur caused by delays in shipping and or delivery of products ordered.
Deliveries can be delayed by part backorders (special orders), out of stock
parts, rural addresses, weather, holidays or other reasons by the shipping
carrier. No cancellations will be accepted due to shipping delays caused by the
shipping carrier or due to incorrect delivery address information that you
provide. We will reship another order at no charge if the delay is caused by
the shipping carrier or our mistake. In no event shall we be liable for losses
caused by the shipping carrier. Because many instances may occur at your delivery address that is beyond our
control, you agree that any delivery confirmation provided by the carrier is
deemed sufficient proof of delivery to the card holder, even without a
signature. These shipping terms are accepted by you by placing an order with us. [redacted]As a gesture of goodwill we are willing to reorder the part and ship it free of charge (the customer will be required to sign this time).the new order# [redacted]All the best, [redacted]

- Please document where and how consumers are notified that Fisher and Paykel does not indemnify their service providers.* We do not notify the consumer when they call our call center looking for a referral to a service agent. We simply take their zip code and find a company in our data base to refer them to.  - Please document where and how consumer's warranties are provided to them.* Customers do not purchase the appliances from us. They are purchased through dealers in their local area. The customers warranty comes written in a use & care booklet or install instruction booklet provided with the product.

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.
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.> I have never received a refund from> Fisher Paykel.
Regards,
[redacted]

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.
Regards,
[redacted]Hi [redacted],My name is [redacted] I filed a complaint on 3/30/2015. The compliant was closed because the business was supposed to contact me directly. I have yet to hear from the business. When I was reviewing the information I noticed that there is no area code under my phone number. My number is [redacted].  My postal code is [redacted]. Everything else is correct. I wanted to make sure that I give the business the opportunity to contact me. If you could please reopen the compliant and notify the business again I would greatly appreciate it. Thank you for your time.Respectfully,[redacted]Sent from my iPhone

Dear Revdex.com,
We are more than happy to handle this customers issue! We are not ignoring him, we have not received any correspondence from him. 
Please have him call me at [redacted] ext [redacted]
 
Sincerely,
[redacted] 
[redacted]
CUSTOMER SERVICE...

MANAGER NORTH AMERICA
T: [redacted] [redacted]
F: [redacted]
E: [redacted]
Fisher & Paykel Appliances, Inc.
5900 Skylab Road, Huntington Beach, CA 92647
USA
FISHERPAYKEL.COM  |  DCSAPPLIANCES.COM
  FISHER & PAYKEL  |  
  DCS BY
FISHER & PAYKEL
  
v

Regretfully, there is nothing we can do. We do not protect/indemnify/or take responsibility for the local service company who serviced her product. If she feels they made a mistake she must contact them for assistance. We are firm and this is our final answer on this matter. Thank you.

The customer purchased this unit as an "AS IS" product from her local dealer for $600.00 2 years ago (unit is now 9 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 date. She is currently working with our customer service team on getting a new unit. Regretfully, the unit she has chosen is currently on back order, and will not be available until November. She is dissatisfied with this, however, there is nothing our customer service dept can do as they also must wait for the product to become available. The 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 requires. Please 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.

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 have not received any messages voicemails emails or mail from Fisher and pico how did you try to contact me? Furthermore Fisher and paykal provided me with the claim number for the sole purpose of possibly compensating me due to the negligence of their authorized repair. I would not have known to contact told him unless Fisher and paykal told me to. Furthermore, FP does not make available replacement parts in a timely manner. This repair took over four months due to the long wait times to order parts according to their technician. Your response seems very unapologetic for all of this and being without arrange for over four months and almost having a big explosion. Your indifference will lead to a review that will permanently be registered here as well as other sites to warn consumers of the terrible service if they purchase of Fisher and paykal product. The consumer is on their own.
Regards,
[redacted]

We contacted the cusotmer earlier this week and advised them we would be happy to cover the repairs under warranty (as unit is out of warranty) the customer agreed and is set up for service next week. They are to contact me direct should anything go wrong. Sincerely, [redacted]...

ext [redacted]