9 replies to this topic

[Strung]

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.


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

[Samurai Appliance Repair Man]

Probably one of the most entertaining complaint letters I've ever read! Thanks for posting the exchange with F-P.

[Strung]

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.

[Strung]

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?!!

[Scottthewolf]

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.

[nickfixit]

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?

[Samurai Appliance Repair Man]

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?

[Strung]

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.

[fixit45]

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..

[Strung]

dish draw parts lead time is my other post thread.......