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ApplianceGuru.com: The Samurai Appliance Repair Forums > Izakaya Tavern > Appliance War Stories > Fisher and Paykel houshold, Australia |
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| Fisher and Paykel houshold, Australia | Rate Topic |
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| Posted: Wed May 13th, 2009 05:23 pm |
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1st Post |
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Strung Senior Apprentice Appliantologist
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Sent: Wednesday, 13 May 2009 2:35:17 PM To: ****@live.com.au Dear J S Dear J S I am truly sorry to hear your tale of woe. It appears you have fallen victim to a chain of events that has conspired against us all. I can understand your frustration and disappointment and yes, we should have done better. We have simply dropped the ball on this one and given all that has gone before I can only apologise as the damage is now done. I am told by the Cleveland team that the elusive electronic board has now been delivered (the cost since refunded) and the product repaired. If this is not the case we clearly have a misunderstanding of what has or hasn't been done. Craig Douglas Vice President - Sales & Marketing Fisher & Paykel Appliances Ltd PO Box 58546, Greenmount Auckland NEW ZEALAND Ph. +64 9 273 0600 Mobile +64 21 594 125 [code][/code]
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| Posted: Thu May 14th, 2009 04:02 pm |
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2nd Post |
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Samurai Appliance Repair Man Fermented Grand Master of Appliantology 
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Probably one of the most entertaining complaint letters I've ever read! Thanks for posting the exchange with F-P.
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| Posted: Fri May 15th, 2009 12:28 am |
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3rd Post |
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Strung Senior Apprentice Appliantologist
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But wait, nothing happend again. On Friday I reply....... Dear Craig As refreshing as I found your response, your's being the only conciliatory voice for which I thank you, there has indeed been been a misunderstanding of what has or has not been done. True to form, the Cleveland team has told yet another alternative truth, this time to you it would seem. The eletronic board has not been delivered and neither the cost refunded. Things remain the same. I am off to work now in predictably less than sparkling atire and demeanour. J S Which illiceted the phone call from F&P Cleveland early this morning explaining that the cheque would take up to ten days to arrive and the washing machine mutha board was dispatched from Cleveland yesterday. When asked why I was laughing, explained that I paid by Visa (they could just zap it back on the card) and perhaps we better send out a search party for the poor courier who must have been car jacked..... Cleveland is ten minutes drive from my house...... they hung up on me..... again.... I smell Fishy Pikelets in a mountain of bullshit and dirty clothes.
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| Posted: Fri May 15th, 2009 10:33 am |
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4th Post |
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Strung Senior Apprentice Appliantologist
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To their eventual credit, the board arived today, thirty two days after the quoted lead time. Crongratulations F&P on a job well done.... you must have realy busted your agitators getting it here so soon. The courier said he had laid eyes on the package only an hour befor he handed it to me.... but why should I believe him when we have such an honest working relationship? Now, how long is ten days if two days takes you thirty two? Wow ... a Christmas cheque?!!
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| Posted: Fri May 15th, 2009 05:17 pm |
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5th Post |
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Scottthewolf Sublime Master of Appliantology
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I like to call them Fisher Price, but Fisher Price has a much better customer service as well as their toys being more durable then Fisher & Paykel's appliances.
____________________ Scott Wolf |
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| Posted: Sun May 24th, 2009 02:32 am |
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6th Post |
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nickfixit Fellow, Academy of Sublime Masters of Appliantology 
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I've always thought the dish-drawers were very toy like. I wonder why they can't handle their repair part distribution any better than this example? Put the part in a box and mail it, Fed-ex, or UPS. How hard is that?
____________________ " Giving numerical data to Sears management is like giving a monkey a machine gun. No one knows for certain what will happen, but you can be sure of two things... It will be real messy, and only the monkey will be unharmed" |
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| Posted: Sun May 24th, 2009 03:19 am |
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7th Post |
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Samurai Appliance Repair Man Fermented Grand Master of Appliantology
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You know, I've read complaints from other Aussies here at these very pages and in emails. Seems to be a general pattern. What're the Aussie-Kiwi relations like these day?
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| Posted: Mon May 25th, 2009 01:49 am |
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8th Post |
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Strung Senior Apprentice Appliantologist
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Once we invade, things will improve. But really, Aus & NZ get along just fine. After all, one of the deciding factors in purchasing the brand was the company's country of origin. My complaint is not against my neighbour but a successful NZ business gone multinational with a failed local branch in Cleveland, Brisbane, Australia, gone ferral. And to be fair, I have letters of apology, the part delivered to my door, a working washing machine, and a full refund. Although it should be noted, only because I complained... and complained and complained and complained. It offends me to be treated in an off hand manner, dismissed as unimportant. That really gets on my goat. Becomes something personal. I have worked in service at different levels for decades and detest this type of behaviour within the industry. A motivation for revenge which I would invite all to participate in. Twisted? Yup. So I am told.... but I'm comfortable with that. As much as I would have liked to, I am not allowed to go down to Cleveland and punch people for taking my money and lying to me. My only avenue of redress is to complain. What happens to those that don't complain? Nothing................................ I used a fair chunk of my available leisure time to email and phone consumer affairs, customer care, local repair shops, a news paper, a consumer “Choice” magazine, local and international branches of F&P and every available level of corporate listing within the company before I could shame or embarrass a positive or intelligent response from them. Posted here is only a slice of the action. What really worries me is the final member of the F&P household here. The fridge is starting to make some expensive noises while sometimes freezing the lettuce. How long will I have to do without a fridge? Not long. Replacing it soon. Would I do it again? No. Brand loyalty is for sheep.... and perhaps it should be noted that NZ was once famous not for its innovative washing machines but for its human population being outnumbered by that of sheep. I suspect the F&P call centre is run by them.
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| Posted: Thu Jul 30th, 2009 04:41 am |
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9th Post |
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fixit45 Merit Apprentice Appliantologist
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Interesting situation (to say the least). Hope this disease does not spread further afield.. I have also recommended F&P machines and am now first port of call for problem solving. I had some success two or three years ago when the double drawer dishwasher had a controll board fail a few months after warranty. After some firm discussion and explaining the machine was probably only used every second day they finally replaced the board at no cost but I had to pay the service call. Thanks for your info .. I will know who to contact if things go down hill..
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| Posted: Fri Jul 31st, 2009 01:20 am |
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10th Post |
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Strung Senior Apprentice Appliantologist
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dish draw parts lead time is my other post thread.......
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