I’m pleased to share that we have made some important and positive changes to the way Fisher & Paykel supports our retail and builder trade partners on all service matters across the US. These updates have been carefully designed with you in mind — to make it simpler, faster, and more consistent to get the support you need.
Your Fastest Option — The Fisher & Paykel Trade Partner Portal (TPP)
The quickest way to get things done remains the Trade Partner Portal — available to you 24/7:
Through the portal, you can manage all of your service needs, including:
- Book a service for your customers quickly and easily
- View and manage existing appointments — including rescheduling or cancellations
- Track the status of all Work Orders linked to your account or store in real time
- Add job-specific details such as property access notes, parking instructions, and retailer reference numbers
And as a reminder, the Trade Partner Portal is also your go-to sales tool — giving you access to:
- Product orders — place and manage orders in one place
- Real-time stock availability across the full Fisher & Paykel range
If it can be done in TPP, that’s always the fastest route.
What’s New — Retailer & Builder (R&B) Support Team Now Live
For situations that go beyond what the portal can handle — escalations, complex enquiries, or issues that need human support — our new dedicated Retailer & Builder (R&B) Support Team is now live and ready to help.
This is a centralized, US-based team and your single point of contact for all retailer and builder service escalations and enquiries. One consistent front door, every time.
How to Reach the R&B Team
The R&B Support Team will:
- Triage your incoming requests and respond to routine issues directly
- Resolve straightforward cases quickly and efficiently
- Route complex cases to the right specialist where needed
- Operate in line with Global Support Centre working practices for consistent, high-quality responses
Your Other Support Channels — Nothing Has Changed
To be clear, this is an addition to your existing support options, not a replacement. All of your current contacts remain in place:
| Support Need | Channel | Contact |
|---|---|---|
| Service bookings, product assets & orders | Trade Partner Portal | tradeportal.fisherpaykel.com |
| Retailer & Builder service escalations | R&B Support Team (NEW) | rbserviceus@fisherpaykel.com |
| Sales support & operations | Sales Operations Support | sales@fisherpaykel.com |
| Design support | Global Sales Support | designsupport@fisherpaykel.com |
What Stays the Same
Your relationships with your regional Fisher & Paykel team remain unchanged. Your Regional Sales Managers continues to support you on strategic matters, network development, and key account management. The R&B Support Team takes care of day-to-day service requests so those conversations stay focused and valuable.
We’re excited about what these changes mean for our partnership. Our commitment is simple — to make it easier and faster for you to get the support you need, so you can keep delivering a great experience to your customers.
If you have any questions about the above, please don’t hesitate to reach out to me directly.
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