Consumer Complaints and Reviews
When redoing our entire kitchen in March 2013 we went with the DCS brand entire kitchen package of appliances. (fridge, wall stove & microwave, dishwasher and 36" drop-in cooktop). Not 2 years into having these appliances we knew we were in trouble. The biggest pain was the drop-in cooktop. Had to have the electro rod replaced and at that time found out that stating (sealed burners) really doesn't mean sealed burners. Now, less than 2 years after that am again having to have this electro rod changed out.
I have been trying to get a company here in Las Vegas that we can have it serviced by because it is under warranty for 5 years except labor. This last time the service co. they finally gave me to use cost me $170. for cleaning one of the "wink wink" sealed burners and that turned out not to be what was wrong with the unit. They then call me after a back in forth for a month telling me that they are gracious and not charging me for the part. What??? In their service and warranty pamphlet it states 5 years for material and the labor is on us.
I wanted to know how they are going to handle the same co. that I just paid and having that service cost brought forward to fix what they didn't the first time. Their people in customer service keep telling me that it is not under warranty anymore. And when you ask the silly question what does material mean they don't have an answer. If I was going to buy new appliances for my home I would stay away from this company like the plague.
I purchased a new Fisher Paykel grill three years ago and in that brief period of time, it rusted so badly that I couldn't get the grill to even light. I contacted customer service and they said that it was already out of warranty (apparently, they know there are problems with rust -- they must use a very inferior grade of stainless steel). They sold me parts that they said would fix the problem with the grill not lighting. I spent $50 and the grill still wouldn't light. Customer service was worse than useless, so I wrote to the US CEO and was then contacted by a regional customer service manager who at first said she would refund the price of the parts that didn't help -- but then said that she couldn't reimburse shipping or for any parts that had been installed (I paid to have them installed. How else could I determine if they solved the problem?).
So, in the end, I got a check for $14 of the $50 that I spent. I've since purchased a new grill (Napoleon) -- half the price that I paid for the Fisher Paykel and already it's clear that it's a far better product. Why would anyone spend good money on a lousy product and company? I'll certainly never buy from Fisher Paykel again!
I ordered $481.76 worth of grill parts to a DCS grill. I returned 3 of the 4 items to an address in Lancaster Texas that they gave me along with a RA# via USPS. I got a notice from USPS that the business did not have an account set up with USPS. After hours of tracking down the supervisor in that local post office via phone, which only happened after I drove to our main usps office where I live and the head supervisor gave me a contact number unavailable to the public for them... They finally, after over 2 weeks, got my return and policy states 7-10 days a refund would appear on my debit card.
After nearly over a dozen phone calls, complaints and questions for someone to answer from me I get a lame excuse from a supervisor named Rob "That we are just backed up, and we'll call you when we get to your box"!! That was 3 weeks ago today!! I called again and Rob won't even return my calls now! I have even reached out to the CEO, Stuart Broadhurst & Roger Cooper, VP of operations via Linkedin and nothing.
We went into John's Appliance. While looking at appliances, we saw the Fisher & Paykel brand. We purchased a stove, a hood and a dishwasher. We chose F&P because of the range. We got a propane range with the electric oven. We liked the way it was built and it had the flat-top grill to it. We're in the restaurant business and so we like that sort of thing. So far, I would recommend it.
We purchased a DCS 36" Built-in Gas grill. It arrived on a pallet with plenty of great packaging with no damage or missing parts. The installation instructions were clear and helped us to design our outdoor kitchen to accommodate it easily. We installed the grill without any problems and have used it for about three months. We have enjoyed every use. It heats evenly. The infrared burner and rotisserie make the best chicken! My only complaint would be that we purchased the grill cover and it has a tendency to blow off when the winds pick up.
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My husband is from New Zealand so he has always known about Fisher & Paykel. We bought dish drawers, an oven, a microwave, a stove-oven combination, and a hood, a fan hood from them. I don't like the dish drawer very much as to how it cleans. I like how it loads but it doesn't clean as well as the previous ones I've had. And the surface of the stove is difficult to clean. Like under the grill part its stained and it stains straight away. I don't like the finish whatever it is. I had a Viking before and I thought that was the best. But the ovens are fine. I'm happy with how they perform but I like my Viking better.
We were looking at a Wolf stove at the store and the salesperson showed us this Fisher & Paykel. We thought we were getting a better deal for the money. We wanted a high end stove and this one happened to have the four burners and the grill, two ovens and everything that we needed and we like the look. We had a problem with it. After about an hour and 15 minutes, it would just turn off.
The guy that came over to look at it couldn't figure out the problem and thought that I didn't know how to work it right. He was here for a while and right after he left, it turned off. So he called the manufacturer, they figured out that it was an issue with the fan that wasn't working properly and they put in a new fan. When the oven would start to overheat, there was a safety feature (which is nice) that would turn off the oven automatically. It was taken care of and we had no problems. It is working perfectly now. Those things can happen but as a brand new oven, I'd like to have it work perfectly without needing to be fixed.
Recently installed DCS Grill, side burners, and stainless steel doors in new outside kitchen. Have used DCS over past 20 years with great results.
Two months ago, I had a 30-inch DCS grill installed to replace a Viking grill. I am blown away by the engineering, quality and appearance of my new pride and joy. I have become an advocate of DCS products and would strongly recommend after having researched other leading brands. Fisher Paykel's reputation for quality has been extended to its DCS product line.
I've used several gas outdoor grills. I wish the dcs had a thermometer in the hood. However, it's the best cooking and accurate grill I've ever utilized. I'm very happy with the results of cooking chicken, hamburgers and the like.
I have a 36 inch DCS gas Grill (DCS is now a subsidiary of Fisher & Paykel) with lifetime warranty on the stainless steel parts. The Grill was working great and performing well until couple of years ago when we moved to Ocean Front condo. All the parts on the grill including the 4 finger grates and the burners has started rusting. The rust on the grates is specially making the grill dangerous to use. I have been corresponding with DCS on this matter for the past 2 months, have uploaded all the requested pictures and I was told that they have been submitted for technical review. After few days, I got another email requesting for pictures (maybe they lost the original pictures). Who knows what's going on at DCS customer service?
Once the customer service lady asked me to put a pencil through the rusted part. Not sure what she was talking about as the grate is solid steel and it will take months or years before the pencil test and it no way indicates that the grates are not dangerous to use. I did receive an email yesterday indicating that this matter stating that the technical team thinks there is rust but they can not cover the grates under warranty. There is no mention of the burners at all. No further explanation given. Customer service had very little details on this matter and they refereed me to read the warranty information sending me in circles. Don't you love when that happens. I had heard great things about DCS customer service and them standing by their products, but I guess your reality is something else and you will know it when there is a problem at hand.
It's been over 2 months back and forth with the customer service on this matter and I am convinced that this is a poor stalling tactic for rejecting the warranty and the explanation was not satisfactory. I keep wondering if they had any intention of fulfilling the warranty at all. So I thought I should take this matter to Consumer Affairs and will be contacting their corporate office in CA as well. I used to rave about DCS Grills and other Fisher and Paykel products (have a dual drawer dishwasher), but now I have been disappointed with the way this case is handled and them standing by the warranty. DCS CASE NUMBER: **.
We bought a Fisher & Paykel washer (GWL11) and dryer a few years ago. We have already had the control board replaced once a little over a year after purchase. It is out again! I am very responsible with my appliances; I don't overload or allow the machine to run off-balance, etc. I keep it clean and don't use more soap than necessary. The machine also had a problem with leaking water underneath the machine. We've had a few problems with the dryer as well. I had done a lot of homework before purchasing this set and based my decision on the reputation for Fisher & Paykel manufacturing a good product!
I grilled the salesman about service and repair and even talked about availability of parts. He told me about where they are made and seemed to be very knowledgeable of the company stateside. I thought it is possible that I had just received a couple of products that were "lemons", but I'm not so sure of this after reading of similar complaints! My washer sits full of water because the machine has no power. The repairman said it would be around $300 or more to repair! This is unacceptable! How did this company build a good reputation producing such defective products and poor service and repair? Two control modules and a drain pump in a few years for a machine of this price is unacceptable. The money I have invested in the set and the trouble I continue to have is indicative of poor business practices!
I have a seven- year old high-end DCS gas grill (DCS is now a subsidiary of Fisher & Paykel) with a lifetime warranty on stainless steel parts. The stainless steel heat shields have rusted through making the grill unusable. I was told earlier this week, after spending several hours on numerous phone calls with the Fisher and Paykel call center, that if I sent photos of the parts I would be covered under lifetime stainless steel part warranty. Since then I have sent three sets of photos, each at declining resolutions due to their bizarre inability to open normal digital images, showing the rust holes on these simple parts. I was told the photos are being submitted for "technical review" which is ridiculous to anyone who might see them. I have now been told that this review will take until next week (huh?) which makes me question if they have any intention of resolving this matter at all.
DCS Grills by Fisher & Paykel Company Profile
- Company Name:
- DCS Grills
- Year Founded:
- Costa Mesa