2,878 reviews
Fujitsu has rebranded to GENERAL as of 1st January 2026.
AI reviews summary
Fujitsu General's service division receives high praise for its professional, knowledgeable, and punctual technical support. Feedback highlights a strong commitment to warranty fulfillment and effective troubleshooting, often resolving complex issues that third-party installers or other service companies could not fix. While the technical work is highly regarded, some users noted high call-out fees and occasional delays in part availability.
Pros
- Exceptional Technical Expertise: Technicians are frequently commended for their deep product knowledge, ability to diagnose faults quickly, and success in rectifying issues misdiagnosed by other contractors.
- Reliable Communication and Punctuality: The service team provides clear booking processes, real-time technician tracking, and consistent arrival within scheduled windows.
- Honourable Warranty Support: Multiple reports indicate that Fujitsu stands by its products, providing repairs and replacements even when units are just outside the standard warranty period or when original installers are unresponsive.
- Professional and Courteous Staff: Both office-based coordinators and on-site technicians are described as polite, helpful, and respectful of customers' homes, often cleaning up thoroughly after repairs.
Cons
- High Call-out Fees: Several users identified the standard call-out fee (noted around $200–$220) as excessive, particularly when the visit only results in a quote or a recommendation for a third-party trade.
- Extended Wait Times for Parts: While initial responses are fast, some repairs were delayed by weeks or months due to parts being on backorder or administrative "cockups" in inventory tracking.
- Web and App Frustrations: Minor recurring complaints involve a non-intuitive registration website for New Zealand users and a new subscription-based model for unlocking certain software features on newer units.
- Limited Scope for Non-Fujitsu Components: Technicians occasionally cannot service integrated third-party controllers or piping issues, requiring customers to hire additional trades at extra expense.
Verdict
Fujitsu General is highly recommended for its superior after-sales support and technical proficiency, particularly for complex warranty repairs. While call-out costs are on the higher end and parts supply can occasionally lag, the reliability and honesty of their direct service team provide significant peace of mind over independent contractors.
The whole process was handled very efficiently. The 2 technicians who came to inspect the AC were professional and friendly and properly explained everything to us. General Australia handled our request really well. Great communication throughout. Show reply
Outstanding service from start to finish! Colleen was incredibly helpful and efficient when booking the service, keeping everything completely transparent. Our technician, Ji Tonna, arrived perfectly on time. He was straightforward, thoroughly checked everything, and clearly explained his findings and recommendations without mucking around. I highly recommend this professional team! Show reply
Reviews with attachments
Gareth, onsite, was very knowledgeable, courteous and friendly. The AC seems to be working as normal again albeit with a bit more noise or a seemingly rattling sound at the unit outside the property. This needs General to rectify. Pls refer to audio/video recording included for details. Show reply
Punctual and Technician Kelvin was professional and competent technician. I am happy with the Service. He was transparent in his parts and service charges Show details · 1
Matthew, the service provider did a fantastic job in troubleshooting my unit AC, he was really nice and approachable and very knowledgeable in what he does. Thank you for fantastic service! Show details · 1
Excellent service.great explanation of the issue. Very satisfied with the service Show 3 replies
Pleasant – The service was professional and the tradesman was friendly, thorough and knowledgeable. Answered all our questions. Thank you Show reply
Absolutely appalling customer support from Fujitsu. After purchasing a system through one of their “authorised partners”, which they actively promote on their own website. Despite clearly benefiting from these partnerships through marketing and lead generation, Fujitsu refuses to stand by the installers they recommend, hiding behind technicalities… Read more
and calling it a “business-to-business arrangement.”
Their responses have been dismissive, deflective, and ultimately unhelpful. Instead of supporting their customer, they pushed all responsibility onto the installer and suggested taking legal action independently. For a global brand, this lack of ownership and customer care is incredibly disappointing.
If you’re considering Fujitsu, be aware: their listed authorised partners mean very little when problems arise, and you may be left completely on your own to liaise directly with the installer who hasn't provided any assurance they are capable in completing the job.
Latest follow-ups
Very quick, professional and polite serviceman and the fee wwa. Show 2 replies
Follow-up · It took an hour to completely clean the unit and fix the shutters so it closed properly. Can't remember how much it was but it's been working for a year without any problems.
We needed a louvre motor replaced on our split system. Deepak (hope I’ve spelt this correctly) was very prompt to attend, very friendly and efficient. Also, dealing with the helpline for assistance with a query was quick and easy. Very positive experience for us and we would happily recommend. Show details · 2
Follow-up · As a follow up..the technician visited the day after I called the fault in. The aircon unit has worked faultlessly since, both cooling and now heating into the winter months. Total repair cost was $399, $220 for the louvre motor part and $179 for labour (the unit was unfortunately just outside the warranty period)
We have only had our system installed for a week but so far it seems great. It was installed by Rowdycool Air and the service was excellent. Would highly recommend them. Show details · 2
Follow-up · We are still very pleased with our new reverse cycle ducted air conditioning system. The unit outside is quieter than our old one although there does seem to be a bit more noise inside but not to the extent that it bothers us. We haven't used the heating settings yet but the cooling seems to work very well. It does seem to cool the main living… Read more
In-depth reviews
I much rather leave good reviews than bad but I had a FUJISTU DUCTED installed and when i was sold it i was tempted to get it before the end of the tax year as it was sold with a 500 bucks cashback GENERAL/FUJITSU has just notified me by email that i don't qualify for the cashback because it was installed after June 1st even though the scheme ran… Read more
to June 31st , not sure what that's all about. and after weeks of them asking for more information on several occasions i think it was just a runaround till you give up, i do not think they liked me paying the installer in cash, but a pokie win paid for most of it, SHOULD HAVE JUST GONE WITH DAIKIN THEY WERE ONLY A GRAND MORE by the way AC STORE at Westfield north lakes was fantastic a family business that could do no better and this is no reflection on them except maybe they don't sell a brand that promises and does not deliver.
OK THEN FUJITSU/GENERAL was correct it was in the small print -the scheme ran between 1st May and end of June but it says in the small print i had to pay it in full by June 1st and not just the deposit, doesn't sit well as the installer didn't even know so 1 star
Hi Chris, while we understand your situation, our… Read more
Find out how GENERAL (Fujitsu) compares to other Appliance Brands
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I had a heating issue with my 10 month old air conditioner. Hewett Trade Services sold and installed the unit. Hewett sold their business just recently to another company Voltora, I rang Voltora and they were only interested in sending me a $200+ invoice "for someone to have a look". not what "propaganda they emailed to me said" it read Hewitt… Read more · 1
Trade Services has closed, but Voltora has you covered, what a load of horse manure. As it was a Fujitsu unit, I rang the Fujitsu, who are now called General the receptionist was excellent, there was a Technician organized to see what the problem was. The Technician turned up and found a line leak that Hewett did not install correctly. Even though it was not a Fujitsu / General problem the unit was repaired within a very short time and I now have heating from the unit. The technician was so professional and GR8 to be with. Dealing with General / Fujitsu was so refreshing compared to the money grabbing company called Voltora, "who said we have you covered".
The service technician arrived on time and provided phone call before arriving at our rental property....he was professional and polite at all times and attended to the diagnosis of our 10 year old fujitsu unit and examined the unit to find a lack… Read more · 4
of refrigerant gas caused by a leak within the indoor unit...he proceeded to offer solutions to repair our unit and we discussed the options and likely cost to repair unit. The repair would have been less cost than replacement bearing in mind the unit had provided trouble free service for 10 years, we decided to replace the unit. The Technician provided pricing for a fujitsu unit from the good guys.... We confirmed the price of unit with good guys who had offered a black Friday cash back a few weeks.prior...the good guys were not prepared to lower the list price as the offer had expired We used our shop rite membership to secure a discount from another good guys store with delivery...we have arranged for the new unit to be fitted this week. The service provided from your technician was exemplary Our only negative is the messages recieved from fujitsu regarding the technicians visit... Owing to high demand...only warranty work was being accepted...3 messages were recieved after the call out had been accepted...we rang to confirm our call out. The call out was attended to as we arranged but the messages recieved created confusion. I would like to think that seeing how we choose to buy the premium product fujitsu units for our rental properties owing to reliability and presumably after sales service we expect that a faulty unit out of warranty is as important to your customers as a unit that needs repair or replacement...we will replace with a new fujitsu unit...because fujitsu came out !!
Follow-up · I have provided a detailed review....positive review of the fujitsu service tech that attended to the call out.....owing to the demand for for service before xmas, the tech could not attend to fitting the replacement fujitsu unit and a local contractor with time was engaged to swap out the unit. I am therefore unable to add any further review other than that provided... Thankyou. Dean Harris.
Recent reviews
Hayden was such a professional, worked with upmost care , even after completing all necessary repairs, he checked over the complete system making sure nothing else was damaged . Definitely would recommend! Show details · 1
The technician arrived at the beginning of the scheduled window and proceeded to isolate the cause of the weak heating problem and then sent the appropriate video of the issues so that they could be sent to Ambience Air to followup and correct the problem. Show reply
We had our Fujitsu heat pump installed by J Grey Heating Howrah Tasmania.. Jarred Gray, is very experienced and professional, friendly and helpful. Very please with the quality of his workmanship, and how quiet the Fujitsu heat pump is. Show details · 1
Your technician was a real gentleman. He explained to me how it all works as he corrected the issue and some good advice for the future of looking after my air con unit. Show details · 1
I was so impressed, unfortunately I don’t recall the man’s name but he was friendly explained the issue and nothing felt to much trouble, honestly it was great for a warranty job Show reply
One of those rare situations which challenged the true meaning of warranty and good faith. And I am truly so delighted to say that the Fujitsu warranty team delivered beyond all expectations, and with great proficiency on all levels of service and care. These types of circumstances remind us of what holds true meaning in life, rather than just business. With true gratitude,SamuelService ManagerMETTA AIR CONDITIONING PTY LTD Show reply
Technician was great suggested afew different ways to operate system , it’s been about 5 days having the system on a timer increasing temperature has helped a bit , probably still not impressed with electric heating Show details · 1
Find out how GENERAL (Fujitsu) compares to other Appliance Brands
Know better, choose better.
General(Fujitsu) responded quickly to our request for help. Michael was very thorough in trying to find the source of the air con fluid leak. He returned some days later with a colleague to check pressure. He was courteous and helpful at all times. Show reply
A pleasant experience after a quote from a competitor for $5300 to replace our aircon which supposedly had 3 major components defective. General found no problems with the components listed but a short caused by a lizard on another item that they had on board and were able to replace. Cost $528 total. AC as new. Show reply
Easy to book the service, value for money, technician arrived in a timely fashion was thorough and professional. Its a company I used before , will use again and I trust Show details · 1
The technician who came out, Michael, was extremely helpful and was able to rectify our concerns promptly and efficiently. He answered our questions and provided information to help us in the future. Thank you for the fantastic service, please keep it up as it's few and far between these days! Show reply
Impressed with installation, the unit is 3.5 to 7.4kw perfect for our large open kitchen, dinning, rumpus room also heats up nearby bedrooms. We have had Fujitsu reverse circle aircons in out previous home with no issues, very happy with the product. Show details · 1
We are very pleased about the service provided. The technician was on time a very pleasant person extremely helpful. We spoke with Deon to start with he was most helpful and got things moving here in WA. Gareth the technician was very knowledgeable and quick with the repair and left things neat and tidy so all in all we are very pleased and grateful to all concerned. our regards to you all. sorry we don't have a picture Show reply
We continue to enjoy our Fujitsu product which continues to work very well. The young man who serviced it did an excellent job. He changed the filter and now we have a new filter. He came as scheduled and we look forward to his next service in 2027. All's good. Show details · 1
We lodged a warranty support request because our unit was not cool anymore and Fujitsu responded immediately. They then sent a technician out prompty and he was highly experienced and competent. We felt valued and well looked after. Fujitsu has won our loyalty. I don't think we will buy another air con brand after this experience. Show reply
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Hi Fran, we are sorry to hear about your experience,… Read more (+3 replies)