From: ****@live.com.au [mailto:****@live.com.au] Sent: Monday, 11 May 2009 4:19 p.m. To: Craig Douglas Subject: Trade enquiry Fisher and Paykel once held a fascination for me as an innovative and if not precisely local, then less remote white goods manufacturing company. A happy story about the little guy making it big on the international stage. I would estimate myself to be responsible for the sale of a number of new Fisher and Paykel appliances to friends and family over the years by way of recommendation. You could say I suffered form an affliction of brand loyalty. I am all better now thanks to the programme of aversion therapy currently running at the F&P spare parts department in Cleveland. (A local suburb) My home has three Fisher and Paykel appliances including a dish washer, washing machine and refrigerator all bought new, two of which this year have had the misfortune of damaged main boards (major electronic components) after warantee. My dish washer's board was going to take 4 days to be delivered advised Cleveland. Six weeks and many phone calls later the board arrived. Some weeks later when the washing machine stopped working, it's board was to arrive in two days Cleveland assured me. I wanted to believe them, and after all, what choice did I have? One month later the board has failed to materialise again and I am actively exploring those choices. More recently I have helped to avert the sale of two Fisher and Paykel washing machines when asked advice by friends waving Kevin Rudd's cheques(Australia's economic stimulus package) in my face. After retelling the horrors of obtaining parts and the resulting disruption in my home, the rudeness and the lies from Customer Care (when they didn't just hang up on me). Or simply pointing out the manufacturing move off shore. F&P have offered me no olive branch for the inconvenience caused by the prolonged malfunction of their appliances in my home. May I live to take a larger piece. J S Your origin/country :AU You received this enquiry because the sender did a public search on MarketNewZealand.com, which hosts your company's online profile. Please be aware that New Zealand Trade and Enterprise's offshore staff have not validated this enquiry. You should do your own due diligence as you would with any other incoming trade enquiry.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.
Vice President - Sales & Marketing
Fisher & Paykel Appliances Ltd
PO Box 58546, Greenmount
Ph. +64 9 273 0600
Mobile +64 21 594 125