Fisher & Paykel have apologised for poor customer service, after a Fair Go story sparked complaints from people who’ve dealt with the company.
Fair Go first spoke with Napier woman Sue Troy, who has been disappointed with Fisher & Paykel since she first received a faulty Haier machine in May 2019.
The monster machine ripped her clothes and tied them in knots – and when she was given a second one a few months later, she experienced the same problems.
She said her complaints continued to fall on deaf ears, all while she lost around $500 worth of linen and clothes.
Fisher & Paykel have since said apologised to Sue, saying external factors like Covid-19 and a cyber attack in June meant her case – which started 16 months ago - “slipped through the cracks”.
“It happens every now and then and we don’t want that to happen, definitely not.”
Cath from Auckland has also had a bad time with Fisher & Paykel.
Her washing machine goes off balance every time it’s used and “dances across the floor”, meaning those in her household have to put 10-15 kilograms of weight on top of the machine to stop it moving across the floor.
“From day one we have not been able to do a full load of washing,” she told Fair Go.
Fisher & Paykel told Fair Go it’s “disappointed that some customers aren’t happy” and said to get in touch via phone, email or Facebook to resolve the issues.
If that’s you – remember, under New Zealand law products like washing machines should last for a reasonable period of time, even if yours is no longer under warranty you could still be covered by the Consumer Guarantees Act.
This means if your washing machine is faulty you’re entitled to have it repaired or replaced, or if it’s a serious fault you can ask for a refund.