Had an issue with Fisher & Paykel? Get a real response.
How to submit a complaint with Fisher & Paykel
If your Fisher & Paykel appliance isn't performing as promised, lodge a complaint as soon as the fault appears. Have your model and serial number, proof of purchase, error codes, dated photos or video of the fault, and any prior service notes ready before you reach out — it cuts the back-and-forth in half.
Phone (recommended for urgent issues)
- Call Fisher & Paykel customer care on 1300 650 590 (Mon–Fri, 8am–9pm AEST) for warranty claims, complaints, and service bookings.
- For damaged or delayed deliveries, call 1300 950 861.
- Always ask the agent for a written case or service reference number before ending the call.
- Send your complaint to customer.care@fisherpaykel.com with a clear subject line (e.g. "Complaint — Model XXX, Serial YYY").
- Attach photos, receipts, and any prior service reports in a single thread.
- Note the date and time you sent it; written records strengthen any later escalation.
Online contact form & 24/7 live chat
- Submit details via the Fisher & Paykel Contact Us form.
- Use the chat icon at the bottom right of fisherpaykel.com/au — the AI assistant logs your request and routes complex issues to a human agent.
Book a technician
- Lodge a service request via Book a Service for any in-warranty fault.
- Track an existing case at Service Track.
Postal address (formal written complaints)
- Fisher & Paykel Appliances Australia, Attn: Customer Care Manager, Level 1, 1 Eden Park Drive, Macquarie Park, NSW 2113.
- Send registered post for any escalation; keep the receipt as proof of delivery.
Fisher & Paykel handles complaints through a three-stage workflow, with email as the default written channel and phone follow-ups for technician bookings. You can request a dedicated case manager if your issue is complex or recurring.
- Day 1–2 — Logging: Your complaint is assigned a case number and entered into Fisher & Paykel's support system. Expect an acknowledgement email or SMS confirming the reference.
- Within ~5 business days — Review and diagnosis: A customer care specialist reviews your evidence. For product faults, an authorised technician is usually booked to diagnose the issue in your home.
- Resolution stage — One of five outcomes: repair (most in-warranty faults), replacement (major failure or repeat faults), refund (where repair isn't possible in a reasonable time), partial refund or goodwill gesture (delays, spoiled groceries), or an explanation/dismissal if the fault is deemed out-of-scope.
Warranty context that affects timelines:
- 2-year manufacturer's warranty (parts and labour) on all appliances.
- 8-year parts-only warranty on SmartDrive washing machine motors (after year 2).
- 3-year parts-only warranty on refrigeration sealed systems (after year 2).
- 12-month service warranty on any repair invoiced by Fisher & Paykel — see the full warranty terms.
For refund-specific outcomes under Australian Consumer Law, see Fisher & Paykel's refund process.
Common complaints against Fisher & Paykel
Fisher & Paykel sits at 1.5 out of 5 stars from 849+ verified Australian reviews on ProductReview.com.au, with around 91% of reviews negative. The recurring themes below dominate Fisher & Paykel customer service complaints.
Recurring product faults
- Dryers and washing machines breaking down within months of purchase.
- Same fault returning after multiple repair visits, sometimes 8 or more service calls.
- Customers reporting Fisher & Paykel faulty appliance issues across multiple product lines.
Dishwasher cleaning performance
- Dishes not cleaned properly, requiring heavy pre-rinsing.
- Film or residue left on glassware.
- Stagnant water smells reported even after service visits.
Fridge and freezer reliability
- Compressor failures and water dispenser faults.
- Fridges failing during summer, causing spoiled groceries and goodwill claims.
Gas cooktop safety concerns
- Reports of knobs melting or igniting during use.
- Safety-related complaints that warrant urgent escalation.
Customer service delays
- Long hold times on 1300 650 590 and unreturned callbacks.
- Emails to customer.care@fisherpaykel.com taking 5+ business days for a response.
Technician no-shows and repeat visits
- Booked appointments missed without notice.
- The same fault requiring multiple visits before diagnosis.
Out-of-warranty call-out fees
- Call-out fees quoted between $219 and $349.
- Some quotes approaching the cost of a replacement appliance.
Warranty claim disputes
- A Fisher & Paykel warranty claim refused on grounds of "misuse" or installation issues the customer disputes.
- Customers asked to fund repairs that should arguably fall under ACL acceptable-quality protection.
Delivery damage and extended warranty confusion
- Dents, scratches, and incorrect models delivered.
- Historical issues around extended warranty marketing (see ACCC action below).
Fisher & Paykel complaints submitted through Ajust
How other consumers Fisher & Paykel complaints got resolved
Dryer caught fire within two weeks of delivery
A newly delivered pump dryer caught fire within two weeks, damaging the ceiling and kitchen cabinetry. Fisher & Paykel initially declined responsibility, prompting the customer to escalate in writing and contact NSW Fair Trading.
Tip: Reference "major failure" rights under the Australian Consumer Law and request written reasons for any refusal.
Fridge failure during summer — $123 goodwill reimbursement
A household lost a working fridge for several weeks during a heatwave after repeated technician visits failed to fix the cooling fault. Fisher & Paykel offered $123 for spoiled groceries, which the customer considered inadequate against an estimated $400+ loss.
Tip: Itemised receipts plus a written timeline of every missed repair strengthen any state Fair Trading claim.
Dishwasher refunded after formal complaint
A customer reported a new dishwasher repeatedly leaving dishes dirty and smelling of stagnant water despite multiple service visits. After escalating in writing and citing fitness for purpose under the ACL, Fisher & Paykel investigated and issued a full refund.
Tip: State the desired outcome ("full refund under the ACL major-failure provisions") in your first written escalation.
If your initial Fisher & Paykel complaint isn't resolved, work through these internal escalation steps in order before going external.
Step 1 — Ask for a team leader or supervisor
- Call 1300 650 590 with your case number ready.
- Politely request escalation to a supervisor and ask for any commitments to be confirmed in writing.
Step 2 — Request a case manager
- Ask for a dedicated case manager or specialist complaints handler for ongoing or complex issues.
- This avoids retelling your story to a new agent on every call.
Step 3 — Submit a formal written complaint
- Email customer.care@fisherpaykel.com with "Formal Complaint – [Case Number]" in the subject line.
- Include a clear timeline of events, copies of service reports and receipts, your desired outcome (repair, replacement, refund, or compensation), and a reasonable deadline (e.g. 10 business days).
Step 4 — Escalate to Head Office
- Send a registered letter to: Fisher & Paykel Appliances Australia, Attn: Customer Care Manager, Level 1, 1 Eden Park Drive, Macquarie Park, NSW 2113.
- Reference all prior case numbers and attach copies of every previous communication.
Step 5 — Use a consumer advocate
- If internal escalation stalls, Ajust can lodge a Fisher & Paykel complaint on your behalf and manage communication end to end.
- This is the fastest route when you've already exhausted phone, email, and written channels.
Fisher & Paykel is a whitegoods manufacturer and retailer, so complaints fall under general consumer protection. There is no dedicated appliances ombudsman in Australia — escalation goes to federal and state consumer regulators.
- Australian Competition and Consumer Commission (ACCC): For systemic issues, misleading conduct, or breaches of Australian Consumer Law. Report via the ACCC consumer report form or call 1300 302 502. Note: the ACCC fined Fisher & Paykel and Domestic & General $200,000 each in December 2014 for false or misleading representations about consumers' statutory rights in extended warranty letters.
- NSW Fair Trading: fairtrading.nsw.gov.au — 13 32 20.
- Consumer Affairs Victoria: consumer.vic.gov.au — 1300 55 81 81.
- Office of Fair Trading Queensland: qld.gov.au/law/fair-trading — 13 74 68.
- Consumer Protection WA: commerce.wa.gov.au/consumer-protection — 1300 30 40 54.
- Consumer and Business Services SA: cbs.sa.gov.au — 131 882.
- Access Canberra (ACT): accesscanberra.act.gov.au — 13 22 81.
- Consumer Affairs and Fair Trading Tasmania: cbos.tas.gov.au — 1300 654 499.
- NT Consumer Affairs: consumeraffairs.nt.gov.au — 1800 019 319.
- Your ACL rights: You're entitled to a repair, replacement, or refund if an appliance has a major failure or fails to be of acceptable quality — see the ACCC's repair, replace, refund guidance. These rights apply in addition to any manufacturer warranty.
- Fisher & Paykel Australia: Main Australian site for products, support, and account access.
- Support Portal: FAQs, manuals, and self-service tools.
- Track a Service: Check the status of an existing service booking.
- Product Registration: Register your appliance to streamline future warranty claims.
- Terms and Conditions: Full purchase and service terms.
- ProductReview.com.au — Fisher & Paykel: Independent customer reviews and complaint patterns.
- Customer care phone: 1300 650 590 (Mon–Fri, 8am–9pm AEST) — fastest channel for warranty and service issues.
- Customer care email: customer.care@fisherpaykel.com — written record for complaint escalation.
Fisher & Paykel Complaints FAQs
How long does Fisher & Paykel take to respond to a complaint?
Fisher & Paykel typically acknowledges a complaint within 1–2 business days and completes review or technician diagnosis within around 5 business days. Phone complaints to 1300 650 590 receive the fastest acknowledgement, while emails to customer.care@fisherpaykel.com can take 5+ business days. Always ask for a case reference number to track progress.
What evidence should I gather before lodging a Fisher & Paykel warranty claim?
Before lodging a Fisher & Paykel warranty claim, gather your model and serial number, proof of purchase, error codes, dated photos or video of the fault, and any prior service reports. Keeping everything in one email thread to customer.care@fisherpaykel.com creates a clean written record. Strong upfront evidence reduces back-and-forth and strengthens any later escalation under the Australian Consumer Law.
Can I get a refund from Fisher & Paykel if repairs keep failing?
Yes, you can request a refund from Fisher & Paykel if a fault is a major failure or repairs aren't completed in a reasonable time. Under the Australian Consumer Law, repeated unsuccessful repairs can qualify as a major failure, entitling you to a refund or replacement. State your desired outcome clearly in writing and reference ACL acceptable-quality and fitness-for-purpose protections.
Who do I escalate to if Fisher & Paykel won't resolve my complaint?
If Fisher & Paykel won't resolve your complaint, escalate to your state consumer regulator such as NSW Fair Trading on 13 32 20 or Consumer Affairs Victoria on 1300 55 81 81. There is no dedicated appliances ombudsman in Australia, so the ACCC handles systemic or misleading-conduct issues. Ajust can also lodge and manage your complaint end to end.
You’ve done your part, now it’s time to hold Fisher & Paykel accountable.
Take the final step and submit a complaint that gets seen and responded to.