My fridge died. Fisher & Paykel charged $149 to tell me. Here's what I said.
You have been sending me emails to ask my opinion but I would rather tell you in an email.
1: the Fisher and Paykel service person who came advised that my fridge is dead and needs replacing.
2: the fridge is probably only about 8 to 10 years old.
3: the service call from Fisher and Paykel cost me $149
when someone finds out that their fridge is dead, they immediately are in the market for a new one. Any clever company should know at this point that is knows what none of the other appliance companies know - i.e precisely who wants to buy a new fridge. This is incredibly important information
Fisher and Paykel has two key questions to ask itself at this point: “What does this consumer think about Fisher and Paykel right now?” “Will this consumer buy another Fisher and Paykel fridge?”
The answers are likely to be: Well I am unhappy because my Fisher and Paykel fridge just died. I am even more unhappy because Fisher and Paykel charged me $149 to tell me my fridge had just died. I need a new fridge, and it cost an extra $149 because I got a service call first instead of immediately replacing the fridge.
My fridge should have lasted longer than 8 to 10 years but it’s probably similar to the life of other such products in the 21st century. It doesn’t matter much to me. The answer to this question should matter ALOT to Fisher and Paykel. Right now you know I need a new fridge and you also know that how I feel about Fisher and Paykel is either negative or neutral. You should fix the relationship and give me incentive to buy again from you.
When Fisher and Paykel sends a service guy, who says the fridge is dead, Fisher and Paykel should charge me $0, not $149. At this point Fisher and Paykel should offer me incentive to buy another Fisher and Paykel.
Right now I am out of pocket $149 and need a new fridge. I’m thinking it probably won’t be a Fisher and Paykel.