Last updated: 24 January 2022
To our friends in New Zealand,
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 & 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.
Supply, Customer Service, Delivery & Installation
Like many other businesses within New Zealand, we are experiencing disruption due to supply chain issues, COVID-19 spread and isolation requirements. The health and safety of our customers and employees remains paramount and is in line with public health orders.
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 can be found at Product Help and 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.
Delivery and Installation is available for all products. Our teams are equipped with PPE (Personal Protective Equipment), however we do request that customers maintain a 2-metre distance from our employees whilst we are in your premises.
Please help us keep our customers and team safe by informing us should your COVID-19 status change. If you need to reschedule or cancel an existing appointment, you can do this at the click of a button by selecting the link in your Service Confirmation email or SMS, or alternatively contact us using our Live Chat function.
Our warehouse, logistics, and factory service teams are working to appropriate COVID-19 protocols including pre-appointment screening, social distancing and hygiene.
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,
GM - Global Customer Experience