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Fisher & Paykel 90cm Freestanding Dual Fuel Cooker OR90SCG2X1
JeffMWestern Australia
The oven has not worked from the day it was installed.
From installation the oven did not work. Now, over a month later we're waiting for parts on backorder. F&P service agent has been twice and has not had parts or been able to make any repair. The cooktop works, thank god for small mercies I suppose. The service agent is appalling to deal with, phone calls to them always start with the receptionist (?) stating "nothings been booked" and this after I've just gotten off the F&P helpline where they've booked an appointment. The F&P helpline can take hours, sometimes you get the offer of a callback, ...Read more
sometimes you don't. In summary, The oven has never worked, the service agent seems to operating on another plane altogether and the helpline seems a cynical exercise in frustrating customers until they give up. Although to their credit I did get a call back today. It didn't solve my problem, It didn't tell me when my oven will be repaired. All it could tell me was that the parts needed for my oven are not available anywhere in the country, but they are on backorder. I don't actually feel at all reassured by this, nor do I have a working oven. Just let that sink in for a moment, a brand new oven has no spare part available in Australia, none, anywhere, not one. Consider this when you buy your next product.Purchased in December 2021 for A$2,794.00.
2 comments
Oven has been replaced at last on March 9. We have the same oven but this one works, in fact it seems to work very well. I'm the cook in the house and I like this oven for all the reasons I chose it i... Read more
n the first place, the cooktop is a good layout without being a Goldstein and the oven is a good size and will handle two full size pizza trays on the one rack. The functions are good, clearly labeled and easy to use. What a crying shame their customer service is so badly run. All of this could have been avoided but from the reviews I've seen I'm not the only one who thinks they need to revamp their customer service department. I don't know if will keep on working, obviously my confidence in their product is somewhat lessened but the customer service experience was just bloody horrible. Fingers crossed I'll never have to call them again.
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JeffM
Update: It's now the 19th of Jan, Stove still does not work. Have had further visitation by alleged repairers. Apparently the fault was misdiagnosed and it's not the clock now. I don't know what it is... Read more
but nor does the repairer as he was a gasfitter sent to do an electrical technicians job. His reasoning? "well it's a new model for us". These people couldn't organise a cup of tea in a coffee shop. There is no light at the end of the tunnel. Christmas lunch for 27 people with our new stove was done on the BBQ, a no-name Chinese knock off that strangely persists in working faultlessly despite itself. Perhaps I should see if they do stoves too. The next step is a formal letter of complaint to F&P followed by a a complaint to Consumer Affairs. Really none of this should ever have happened, clearly the stove should have worked from installation, equally clearly the quality control checks in manufacture are deficient. Secondly, when it became apparent the stove did not work it should have been removed and our old stove re-commissioned that day. Thirdly when it became apparent there was a problem beyond the experience of the alleged repairers the stove should have been replaced with a new one. Fourthly given we have been without a stove since the 13th of December 2022 some offer of compensation in the name of good business practice and goodwill should have been made.