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 properlyI have spoken to [redacted] at Fisher & Paykel on February 18, 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, no such person has contacted me regarding the appointment or the possibility of service on the stoveI 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 kitchenConsidering 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 ignitedThus far no one has been able to do thisAll I get is promises and long waiting periods between service callsThis 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 meThe same control knob on the front of the stove that activates and regulates the oven temperature also ignites the broilerIf 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 themThis 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] ***
A request for assistance has been sent to the regional service manager for Montreal CanadaWe 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 Town Center Drive, Suite 180, Costa Mesa, CA USA FISHERPAYKEL.COM | DCSAPPLIANCES.COM FISHER & PAYKEL | DCS BY FISHER & PAYKEL v
Dear Revdex.com,We sent representatives to this customers home on 3/16/The Regional Service Manager from New York, and the Regional Service Manager for ConnecticutThe local service company representive was also presentThey found a very small peice of insulation in the orifice for the broilerThey replaced it, along with the broiler assemblyThey tested the unit and it tested goodWe were advised that the customer was satisfied and the representatives leftI called the customer to followup and left messages on both numbers we have on file as they did not answerWe will be closing our file once we hear back from them Sincerely, [redacted] [redacted] CUSTOMER SERVICE MANAGER NORTH AMERICA T: EXT [redacted] E: [redacted] Fisher & Paykel Appliances, Inc Town Center Drive, Suite 180, Costa Mesa, CAUSA FISHERPAYKEL.COM | DCSAPPLIANCES.COM FISHER & PAYKEL | DCS BY FISHER & PAYKEL
Hello, Thank you for reaching out to usThe customer has been advised we found a unit (brand new same model) to replace the one she hasShe is satisfied Thank you,
Hello, We are happy to provide the customer with replacement parts as long as they meet the criteria set forth in the warrantySurface corrosion and discoloration are excluded and not coveredThe 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 year warranty, and are no longer coveredWe would be happy to discuss discounting the parts the customer needs if he would like to replace themPlease have him call our customer service manager to to discuss at 949-790- [redacted] *** Thank you,Fisher & Paykel Appliances, Inc
Hello, The customer has accepted service with the regional service manager [redacted] fieldingThe parts have been expedited to him and he's set to go out either the 15th or 16th.Customer is aware and is satisfiedThank 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 v
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]
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 changesBy 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 purchaseIf the product you ordered is currently in stock and shipping is to be made by UPS Ground delivery, orders received by us before 2:P.M(PST) will be shipped the same day All shipping prices are quoted in United States dollarsNo C.O.Dorders can be acceptedThe risk of loss and title for all merchandise ordered on this website passes to you when the merchandise is delivered to the shipping carrierPlease note that certain orders may be subject to shipping constraints, and the available shipping times and dates may vary from item to itemThe 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 timeIn 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 carrierNo cancellations will be accepted due to shipping delays caused by the shipping carrier or due to incorrect delivery address information that you provideWe will reship another order at no charge if the delay is caused by the shipping carrier or our mistakeIn no event shall we be liable for losses caused by the shipping carrierBecause 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 signatureThese 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]
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 repairsThey did not attempt to reach me in January, in fact, they never responded to emails I sent in January Regards, [redacted]
Hello, Thank you for your responseI was unaware that our message to the Revdex.com is actually sent directly to youPlease accept my apologies if I didn’t sound understanding or empathetic to your situationI have tried to reach you on 1/4/and 1/5/and left messages on [redacted] .Please call me to discuss (Customer Service Manager) at [redacted] ext [redacted] All the best, [redacted]
Hello, I am not sure where this policy they (our New Zealand customer service dept) are enforcing came fromI will investigateIn the meantime, yes, of course the customer should get their part replacedWe have a year warranty on all the parts we sell regardless of who installs themI think it's safe to say that he installed it correctly if it worked fine for monthsI will go ahead and have an order placed to ship another valve to himPlease tell the customer we are very sorry for his frustration and any inconvenience this may have causedSincerely, [redacted] [redacted] NORTH AMERICA T: [redacted] EXT [redacted] E: [redacted] Fisher & Paykel Appliances, Inc [redacted] USA [redacted] | [redacted] FISHER & PAYKEL | DCS BY FISHER & PAYKEL v
Regretfully, there is nothing we can doWe do not protect/indemnify/or take responsibility for the local service company who serviced her productIf she feels they made a mistake she must contact them for assistanceWe are firm and this is our final answer on this matterThank you
Hello,We have tried to reach the customer with no responseThe technician who went out there the 2nd time cannot confirm whether or not the unit was damaged by the first service providerEven if the first service provider (***) was at fault, we would not accept liability on their behalfThe customer is responsible to contact them direct in order to resolve the issueWe do not indemnify our network of service providersThey all carry insurance in case of accident etcWe 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,Our records show this customer confirmed back on 4/24/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 usThank you, [redacted] ext ***
- Please document where and how consumers are notified that Fisher and Paykel does not indemnify their service providers. [redacted] 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. [redacted] 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 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/years ago and have a receipt as proof of purchase, it broke Sept 15, I purchased spare parts from FP worth $in an attempt to repair itI Called FP technician they came in on separate appointments over 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 $( $original purchase, $parts, and $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 modelsdays later they told me that they do not have any units at their warehouse to sell, it is on back orderThey do not know when and if the back order will be fulfilledFP Customer service would not commit to any specific date ( being deliberately vague ) and that I might have to wait indefinitelyThen days later they withdrew the offer all together and would not reply to my attempts at communicationI need to replace :Double, tall, panel ready dishwasher, I agreed to pay $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 dishwasherThe replacement unit needs to be tall and panel readyThe 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 $ 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 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 repairI would not have known to contact told him unless Fisher and paykal told me toFurthermore, FP does not make available replacement parts in a timely mannerThis repair took over four months due to the long wait times to order parts according to their technicianYour response seems very unapologetic for all of this and being without arrange for over four months and almost having a big explosionYour 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 productThe consumer is on their own 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 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 properlyI have spoken to [redacted] at Fisher & Paykel on February 18, 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, no such person has contacted me regarding the appointment or the possibility of service on the stoveI 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 kitchenConsidering 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 ignitedThus far no one has been able to do thisAll I get is promises and long waiting periods between service callsThis 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 meThe same control knob on the front of the stove that activates and regulates the oven temperature also ignites the broilerIf 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 themThis 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] ***
A request for assistance has been sent to the regional service manager for Montreal CanadaWe 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 Town Center Drive, Suite 180, Costa Mesa, CA USA FISHERPAYKEL.COM | DCSAPPLIANCES.COM FISHER & PAYKEL | DCS BY FISHER & PAYKEL v
Dear Revdex.com,We sent representatives to this customers home on 3/16/The Regional Service Manager from New York, and the Regional Service Manager for ConnecticutThe local service company representive was also presentThey found a very small peice of insulation in the orifice for the broilerThey replaced it, along with the broiler assemblyThey tested the unit and it tested goodWe were advised that the customer was satisfied and the representatives leftI called the customer to followup and left messages on both numbers we have on file as they did not answerWe will be closing our file once we hear back from them Sincerely, [redacted] [redacted] CUSTOMER SERVICE MANAGER NORTH AMERICA T: EXT [redacted] E: [redacted] Fisher & Paykel Appliances, Inc Town Center Drive, Suite 180, Costa Mesa, CAUSA FISHERPAYKEL.COM | DCSAPPLIANCES.COM FISHER & PAYKEL | DCS BY FISHER & PAYKEL
My complaint has been resolvedFisher Paykel did credit me for the freight charge
Hello, Thank you for reaching out to usThe customer has been advised we found a unit (brand new same model) to replace the one she hasShe is satisfied Thank you,
Hello, We are happy to provide the customer with replacement parts as long as they meet the criteria set forth in the warrantySurface corrosion and discoloration are excluded and not coveredThe 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 year warranty, and are no longer coveredWe would be happy to discuss discounting the parts the customer needs if he would like to replace themPlease have him call our customer service manager to to discuss at 949-790- [redacted] *** Thank you,Fisher & Paykel Appliances, Inc
Hello, The customer has accepted service with the regional service manager [redacted] fieldingThe parts have been expedited to him and he's set to go out either the 15th or 16th.Customer is aware and is satisfiedThank 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 v
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]
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 changesBy 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 purchaseIf the product you ordered is currently in stock and shipping is to be made by UPS Ground delivery, orders received by us before 2:P.M(PST) will be shipped the same day All shipping prices are quoted in United States dollarsNo C.O.Dorders can be acceptedThe risk of loss and title for all merchandise ordered on this website passes to you when the merchandise is delivered to the shipping carrierPlease note that certain orders may be subject to shipping constraints, and the available shipping times and dates may vary from item to itemThe 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 timeIn 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 carrierNo cancellations will be accepted due to shipping delays caused by the shipping carrier or due to incorrect delivery address information that you provideWe will reship another order at no charge if the delay is caused by the shipping carrier or our mistakeIn no event shall we be liable for losses caused by the shipping carrierBecause 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 signatureThese 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]
My address is [redacted] Serial number for washer is [redacted] Hope you have a wonderful day!Respectfully, [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 repairsThey did not attempt to reach me in January, in fact, they never responded to emails I sent in January Regards, [redacted]
Hello, Thank you for your responseI was unaware that our message to the Revdex.com is actually sent directly to youPlease accept my apologies if I didn’t sound understanding or empathetic to your situationI have tried to reach you on 1/4/and 1/5/and left messages on [redacted] .Please call me to discuss (Customer Service Manager) at [redacted] ext [redacted] All the best, [redacted]
Hello, I am not sure where this policy they (our New Zealand customer service dept) are enforcing came fromI will investigateIn the meantime, yes, of course the customer should get their part replacedWe have a year warranty on all the parts we sell regardless of who installs themI think it's safe to say that he installed it correctly if it worked fine for monthsI will go ahead and have an order placed to ship another valve to himPlease tell the customer we are very sorry for his frustration and any inconvenience this may have causedSincerely, [redacted] [redacted] NORTH AMERICA T: [redacted] EXT [redacted] E: [redacted] Fisher & Paykel Appliances, Inc [redacted] USA [redacted] | [redacted] FISHER & PAYKEL | DCS BY FISHER & PAYKEL v
we have passed on this customers information to our customer service manager to make contactThank you
Regretfully, there is nothing we can doWe do not protect/indemnify/or take responsibility for the local service company who serviced her productIf she feels they made a mistake she must contact them for assistanceWe are firm and this is our final answer on this matterThank you
Hello,We have tried to reach the customer with no responseThe technician who went out there the 2nd time cannot confirm whether or not the unit was damaged by the first service providerEven if the first service provider (***) was at fault, we would not accept liability on their behalfThe customer is responsible to contact them direct in order to resolve the issueWe do not indemnify our network of service providersThey all carry insurance in case of accident etcWe 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,Our records show this customer confirmed back on 4/24/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 usThank you, [redacted] ext ***
- Please document where and how consumers are notified that Fisher and Paykel does not indemnify their service providers. [redacted] 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. [redacted] 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 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/years ago and have a receipt as proof of purchase, it broke Sept 15, I purchased spare parts from FP worth $in an attempt to repair itI Called FP technician they came in on separate appointments over 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 $( $original purchase, $parts, and $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 modelsdays later they told me that they do not have any units at their warehouse to sell, it is on back orderThey do not know when and if the back order will be fulfilledFP Customer service would not commit to any specific date ( being deliberately vague ) and that I might have to wait indefinitelyThen days later they withdrew the offer all together and would not reply to my attempts at communicationI need to replace :Double, tall, panel ready dishwasher, I agreed to pay $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 dishwasherThe replacement unit needs to be tall and panel readyThe 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 $ 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 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 repairI would not have known to contact told him unless Fisher and paykal told me toFurthermore, FP does not make available replacement parts in a timely mannerThis repair took over four months due to the long wait times to order parts according to their technicianYour response seems very unapologetic for all of this and being without arrange for over four months and almost having a big explosionYour 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 productThe consumer is on their own Regards, [redacted]