Complain about a product or service

Fisher & Paykel

Joan of Southbury, CT September 23, 2009

We were sold a defective Stove/Oven by DCS. In the first 4 years we owned it, we had over 6 service calls for major things. One of which still plagues us today, that of the oven. From day number one the oven heated slowly, but we thought that was just the way it was. Over the next 4 years if got worse and worse until 2 years ago, I started calling trying to get customer support and technical support as to what might be the problem, now that it was just out of warrantee.

They have continuously refused to help us out. It is now 2 years since we have been able to really use the oven because it takes like an hour to heat up and once it does, if you open the door to put your food in at the prescribed temperature, the ignitor glows red, but will not reheat the oven. And now, when it does try to reheat, it smells like gasoline. Because the economy has not been so kind to us, we have to do most of our own repairs and Fisher & Paykel who bought out DCS, refuses to help us. This is a 4000 oven/stove that is useless. I want my money back so we can replace the thing with one that works.

Barbara of Cranberry Township, PA September 19, 2009

I purchased a Fisher and Paykel Gas dryer March of 08 at a Sears Outlet store. After about a month I noticed that the drum would often lock and would have to be opened manually. They give instructions on how to do this, but it seemed to be happening a lot. Then in January 2009 the drum wouldn't open at all. There were 2 companies that would service this machine and one came out. He had to order the part and 3 weeks later I had it fixed.

Then in July 2009 the heating elements went out and they had ordered me new elements. It was heating, it just took over an hour to dry a light load. The first company went out of business, so I tried the second company. Then even before the parts came in August 3 2009 the lid wouldn't open again. They came back out and couldn't get the drum open either. He had to order more parts. Weeks later, I was told they were on back order (they come from Australia) and they would let me know.

I finally called Fisher and Paykel's number given in the back of the book. Only to find out that it's a company in California who handles their service in the states. They assured me that the parts would be there soon. She told me to have the serviceman call them directly so they can have a Fisher and Paykel tech walk them through the repair. 6 weeks later I finally get the drum.

The service guy comes and takes apart my dryer again, this time he was able to get my clothes that had been in the dryer for 6 weeks- yes they smelt and were moldy. Only this time he sees several more pieces are broken and he had to call the tech people at F & P to find out what to order and where it went since there were parts everywhere.

I then talked to the F & P service people and she assured me they parts would be sent soon. I kindly asked to speak to a supervisor to let them know I did not buy a factory refurbished machine, I certainly didn't want a basement refurbished machine done by someone who isn't even an employee of F & P. She called back to tell me that a supervisor would call me the next day. They did not, the same employee called me to tell me they would overnight the parts and have someone out there soon.

I once again asked for a supervisor, this time not so nicely. She wouldn't allow me to speak to anyone there but her. I then began calling a series of numbers at Sears, and low and behold, Sears outlet where I bought the machine was wonderful and had me come down and get a new machine (obviously I didn't choose this same brand). It should be delivered soon. The customer service with Fisher and Paykel were awful!

Kenneth of jackson, MS September 11, 2009

I purchased a washer/ dryer with extended warrnaty from fisher and paykel from LOWES.I started my complaint about my broken dryer on July 27, 2009. The last technician left it completey dismembered until parts arrive. I have had technicians repeatedly with no results. Parts have been sent, but there either the wrong parts or some poor English speaking woman would say, "It's On back order." It has been 2 MONTHS. They took my money, but failed to come through on their promise to replace it.They have failed to replace my dryer as I continue to spend money at a laundry mat. I have a family of five!!!! I'm at the dryer every two days. That's why I paid 1,200 so I wouldn't have to. If you are reading this, please do not purchase this product, and for heaven's sake please don't purchase the extra insurance.You will become totally frustrated with the way it's handle!

Cheryl of Westerville, OH September 6, 2009

Purcased a Fisher Pyakel washer and dryer from Lowe's on June 23, 2005. In March 2009 the Dryer was not drying clothes. We were provided with an authorized repair company A & E who advised the heating elements were not working and needed to be replaced. Charge for the repair was 320. This amount could have bought a new dryer. It is now September 2009 and the dryer is not heating so clothes are not drying again. I agree that buying a high end product is not worth it. This company should be sued for defective products.

Debra of Wayzata, MN August 28, 2009

Talk about appliances from hell and customer service to match!!!! Starting with the washer, I have had a drain pump, controller, diverter valve, a second drain pump and wire harness, a cold valve, a hot valve, motor controller and display board replaced. (All repairs were done over only a year's time). The washer works well now, however the dryer continues to leave black streaks on clothing. I have had the front bearing repair kit, replaced 4 times. F and P picked up the tab for parts and labor the last 2 times. Two weeks ago, the streaks showed up again. I spoke with Steve Haber, the technical services rep and he said that he would "switch out" the offending dryer for a new one. A couple days later F and P customer service called with an offer for me to buy a new dryer for 398. A new model costs 469. What happened to the free dryer?? I asked if they could send me the part again and I was told "we have already spent too much on this dryer" Incredible customer service, don't you think? I spoke with Steve Haber again on August 20th, and he said not to be concerned, he would still get me a replacement. I have called back 3 times this week and he refuses to return my calls. The local appliance repair shop called me to follow up (now there's customer service). I told them what had occurred and they said they would fax Steve Haber a message to please contact me. And, they offered to sell me a new dryer (NOT a Fisher Paykel), for a nice discount.

Sheila of Mill Valley, CA August 20, 2009

My stove "clicks" whenever we use it. Service person came out four different times, replaced two parts, and still it clicks. Now service co told me to call Fisher Paykel, stove maker. I did. They sent me parts two different times. still clicks. Service company tells me they only cover functional failures, in other words, if the stove functions, then too bad for me. I insist that a part has failed, not its normal function to click. I can get no where with my service company. Why did I buy insurance?

Winona of Churubusco, IN August 18, 2009

We were in need of replacing our old washer, which lasted us for over 10 years, so my husband researched the best washing machine for the money. He purchase a Fisher Paykel washing machine, the Ecosmart machine. We paid over 700.00 for it from Lowes, which the sales rep there stated that this was the best washer on the market. After only having the machine for 4 months, it stopped working it wouldn't spin out anymore, which left us with a full machine, with clothes and water.

So we contacted Fisher Paykel customer service in New Zealand. They told us that there was only one service repair company in our area. So my husband then contacted the service company and they stated that they will not be able to come look at our washer for at least a month...But then stated that they could possibly look at it sooner if we were to bring it to them. So my husband loaded up the washer & took it to them.

Unfortunatly the repair company was the most unfriendly and helpful company we have ever had to deal with. We were told by the repair company that as soon as the washer was fixed they would call us. We never received a call from them, instead we had to do all the calling and checking on our machine. They had my machine for almost a month. The control panal and pump went out on the machine. So my husband went into the repair company and picked it up. He brought it back home, hooked it up, and we began using it right away.

Only a short six months later, the machine did exactly the same thing. I called Fisher Paykel directly again very upset that we spent so much money on a product that keeps breaking down. They were extremely nasty on the phone and ststed that we needed to contact the repair company in our area and they will look at the machine and repair it as needed. And that is all we can do for you. So I then called the repair company about coming out to service the washer, again I received the same thing, it will be at least a month before we could come and look at your machine but if you could bring it to us we may get a chance to look at it sooner.

So again my husband loaded up the machine, took it to them, & had to deal with poor customer service. Again they did not call we had to call them and after a long 3 weeks almost 4 weeks the machine was once again fixed. The problem was the same exact problem as the first time, the control paneland the pump. My husband brought the machine back and right away we were right back to using it. And guess what?

Again, only 6 months later, it broke again exactly the same thing...So the machine was taken back to the repair company again and I made serveral phone calls to New Zealand. I spoke with, usually more than once with each individual, Laraine, Emily, John, Steven, and Kylee. Along with these reps I alos spoke with a few others that I did not get their names. I explained the situation serveral times and everytime I would get the run around. Some of the individuals seemed as though they were trying to help but just got to the point where they wouldn't return phone calls.

I have written down conversations with the individuals and requested, from Fisher & Paykel, all the information(my file)they have regarding my particular washing machine. Oh by the way, the washer needed a new control panal and also a new pump once again. We are so extremely frustated with this machine, with Fisher & Paykel, and also with the repair company that we have to deal with. But Kylee told my husband that she's sorry for all of our inconvieience but theres nothing she can do.

The warranty states, per Kylee, that Fisher & Paykel have the right to repair their product whenever possible. Unfortuately for us our warranty runs out January 2010 but out of courtesy from FP, they extended our warranty for 6 month longer and yet again for another 6 months. Also we have complained that because we have been without a machine for so long we have spent an overwhelming amount of money at the laundrymat. Kylee stated that if we could supply her with the copies of the bills that she may be able to do something about reinburstment on the laundry services but couldn't give us a dollar amount.

At this point, I have requested all of our information from FP, the repair company, and I will be calling Lowes tomorrow to see what they can do if anything. Along with this complaint I am contacting the BBB. We feel that FP has no concern with their customers whats so ever and must really have alot of money because they continually are throwing good money after bad, at least with our washer.

Neil of Oviedo, FL August 11, 2009

Bought their 2-drawer dishwasher. Was sold by the concept of alternating dishwasher drawers on alternating days. Very poorly engineered product. Drain pipes too small. Removable filters gets blocked easily and I have to clean the filth out. Scum appears in bottom of trays. Wire trays don't fit and are badly designed to accommodate glasses etc. The lower drawer bezel has cracked with just normal use. At least 30% of dishes need re-washing each day because just not clean. Their customer no-service people just refer me to local suppliers to fix (don't see what's fixable - it's just a lousy product).

Jim of Encinitas, CA July 30, 2009

Wow, it's amazing that these guys stay in business. A great idea to have two drawers but a poorly engineered product with many headaches. Doesn't pump out (unsanitary), doesn't fit large dishes, flashes on and off like some exorsist is in the house, drawers lock shut and won't open so you can't get your dishes out.

In three years, we have had the repair guy out 5 times and at 70 a pop plus all the parts we have had it. 1000 down the tube. I am going to leave it on the street corner...please take me...I am free. I would guess at least 500 out of pocket so far. Since it is broken now, I am going to cut my losses and use the money I would have spent on repair to apply to new dishwasher.

Dodi of Broussard, LA July 27, 2009

"I've owned this model about a year and a half. It has broken twice. My biggest complaint is that when a repair part is needed it has to come from some other country, requiring 7-10 days for shipping. I have been without a washer for 4 weeks now. The first part ordered arrived in about 12 days and was "d.o.a.". Had to re-order the same part. Two weeks and counting on the second part ordered. Not fun for a family of four."

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