1 Review

Product dead on arrival - two zones with malfunctioning thermal sensors, rendering the entire unit useless. Also, other intermittent error messages flash up from the control panel. Unit clearly electronically defective - a complete lemon. Our first Fisher & Paykel product - rough start. From there, it's only gotten worse. Customer service non-existent. Booked a technician in the same day as the electrician installed the unit and the error codes were discovered - 4 day wait for the next available slot. Provided model number, error codes as part of the booking. Technician spends some time "looking" at the unit - but, here is the best bit, doesn't actually touch the unit. Yes, you read right: the technician didn't turn a screw, didn't even inspect the unit. He couldn't, because it's company policy to not lift units above a certain weight - so no checks were performed at all. He leaves stating he's "unable to perform any work, because unit is too heavy to lift for just one person" and anyway "has no spare parts". (My wife offered to help him lift it - but, no, can't have that "Against company policy"). The model was known to Fisher & Paykel - they knew the weight, so they should have sent 2 technicians. (As an aside, the electrician handled the unit solo upon install, no problem - I moved the unit around a few times also, inclusive of packaging). Also, product error codes were supplied as part of the service booking - why were there no spare parts on board to fix the issue? One excuse after another...all just stall tactics to avoid the inevitable. Meanwhile, we'll just cook meals in a microwave then...family of 5 over here - fun fun fun without a functioning stove. Now we're lost our patience. We gave them a chance to repair the unit. Now we want a like-for-like replacement - new for new, or are we being unreasonable? Completely unresponsive to repeated attempts to replace with a new unit on the grounds that we got this unit on special (it had damaged packaging, and we only paid $6,900 for the unit - but was sold to us with full manufacturer's warranty). So, the saga continues. Fisher & Paykel are yet to take any responsibility or ownership of this faulty product and have treated us with disdain by stringing us along. It's been a week since we first reported the unit as defective - Fisher & Paykel service department yet to make 1) a single phone call to us, and provide timelines and solutions, 2) make any attempt to rectify the situation by offering a replacement unit. Unit still sitting there, new and unused, collecting dust while they twiddle their thumbs. This is supposedly their flagship product. It's rubbish. This is supposedly a customer responsive company. It's not. Worst customer service I have ever experienced. My advice, steer clear - the experiences that we have had this week with Fisher & Paykel would leave you speechless. From the attending technician to the sales manager - all hopelessly lost in bureaucratic process, can't make a phone call, let alone make a sensible, customer-friendly decision to make things right.