Calling the Fisher and Paykel customer service line was an odd experience, as I seemed to catch the representative off-guard with my question. My call initially started out very well, as the system provided its welcome message and asked me to explain why I was calling. I said I was calling for information about a refrigerator, and the system said my wait time was less than two minutes.

Before the system could even finish its message, I was connected with a representative, who asked how she could assist me. I told her I was in the market for a new refrigerator and wanted to know what the big differences were between a French door model and a quad door model. She seemed stunned by the question, saying it was an interesting question and that she would need to check the website.

After several minutes, she said that she had pulled up information about the two models and was looking them over to see what the differences were. She admitted that she was still new and didn't yet know everything about the differences between models, and she thanked me for being patient with her.

Eventually, she pulled up the information and said that the French door model she had chosen randomly seemed to have more storage space available in the freezer, while the quad door model sacrificed on storage space but allowed the user to control the temperature on both sides of the freezer. She said that it might not be as simple as control vs. capacity, as different models could have different amounts of storage space, but this was the main difference she'd found between the two.

She then asked if there was anything else I wanted to know, and I told her that was all for the time being. She thanked me again for the call and for my patience and said that if I had any further questions, I could call back any time, as Fisher and Paykel offer 24-hour a day customer service.

Overall, I felt like the representative was certainly trying her best to provide assistance, but was clearly out of her depth in answering my question. To her credit, she admitted she was still learning on the job, which explained fully how she wasn't able to cultivate an atmosphere of knowledge and expertise.

But that also means that Fisher and Paykel need to make sure their representatives are well-trained and well-informed before they have them handle customer calls. If the wait time is only two minutes, they clearly have enough call center representatives working to let newer team members shadow experienced ones for longer. Most customers would probably be fine waiting five minutes in order to get assistance they can feel confident in trusting.

After this call, I'd be willing to give this number another try if I needed assistance from Fisher and Paykel because of the willingness to improve, but I would be a little hesitant to trust the information provided.