Fisher & Paykel is working closely with its teams around the world to ensure the safety of employees, customers and commercial partners, as part of its response to COVID-19. The business is operating with the same high standard of service but with some changes that have been announced by F&P executive vice president – marketing and customer experience, Rudi Khoury.

“Most F&P Experience Centres have been closed until further notice except for Sydney which remains open by appointment only, Tuesday to Saturday from 10am to 3pm. F&P call centre and sales support teams are now working remotely but are still available to serve customers, with an expanded global call centre to meet customer needs,” Khoury said.

“The F&P customer service team is working closely with product teams to offer at-home solutions for customers to troubleshoot their appliance without the need for a home visit. The F&P Product Help portal also offers product support. If an in-home repair is required, a number of checks and balances for the mobile workforce have been introduced to reduce risk of transmission, so customers may experience some delays.

“The F&P 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. For home delivery, a contactless delivery service will be implemented, and customers will be advised on the process at time of booking.

“F&P trade partners – retailers, authorised builder distributors and builders – can now view F&P and Haier stock availability and order status in real-time via the Self-Service Trade Portal. Product supply continues to retail partners, but F&P is keeping an eye out for any potential lockdowns that would affect that state by state.

“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.”