To our friends around the globe,
As part of our ongoing response to COVID-19, Fisher & Paykel is working closely with teams around the world to ensure we provide a safe environment for our people, our customers, and our commercial partners.
Our business continues to operate with the same high standard of service we pride ourselves on at Fisher & Paykel, but with some changes around the way we work.
In these trying times, staying connected with each other is more important than ever. We invite you to connect through our digital channels and will provide updates here as the situation evolves.
Remote working and social distancing
We are embracing new ways of working that will see teams increasingly working remotely and have put a number of policies in place to minimise risk, including restrictions on travel, events and reducing meetings with third-parties.
To reduce person-to-person contact, most Fisher & Paykel Experience Centres are closed until further notice. We will provide updates here to let you know when we expect these to reopen.
Supply and Customer Service
We know the ability to replace, maintain or repair your appliances will be of utmost importance to you at this time.
Our customer service team, working closely with our product teams, are well versed in the at-home solutions that may allow you to troubleshoot your appliance without the need for anyone to visit your home.
Our knowledge base is a great place to start for product support.
We have expanded our global call centre to make sure that we can respond to every customer need.
For in-home repair, we have introduced a number of checks and balances for our mobile workforce to reduce risk of COVID-19 transmission. We do expect some delays as we increase the amount of checks and balances.
Our warehouse, logistics, and factory service teams are working on an ‘essential employee only’ schedule and are being guided through a contactless service process in consultation with each customer.
Delivery and Installation
Where we do provide home delivery, we will be implementing a contactless delivery service. We will advise our customers on the process at time of booking.
As the COVID-19 situation continues to shift and evolve, our plans may too. What will not change, however, is our absolute commitment to making sure our customers, employees and trade partners are safe.
Our best and stay well,
Rudi Khoury
Executive Vice President - Marketing and Customer Experience