ALEXANDRIA, VIRGINIA -- I completely agree. A&E and Sears/Whirlpool are a complete disaster. We're on week four for our service request on a Whirlpool Duet dryer that is only six months old. The short story is A&E came in to fix one thing on our dryer and blew out our heating element and that part is six weeks away according to A&E. So between October 1st and mid-December we will be without a dryer. (Keep these stories in mind when Whirlpool asks you if you want to extend your warranty for $100+ a year...their service stinks and it's worth the frustration.)
End result is still to come...but we got tired of the run around and ordered the parts from Sears Direct (which is where A&E Sears gets their parts) and it should be here tomorrow, not December. There is a big difference between October 30th and December 15th when you're waiting for a part to fix your dryer.
Full story: our dryer broke with an F25 Thermistor error and it took a week to get A&E Service (Sears and Whirlpool) to our house between 8 am and 12 pm (arriving at 3:30 pm). They told us we needed X, Y, Z parts. The parts took a week to arrive and they were shipped from a place that was only 20 miles away (but we're not allowed to pick them up and they won't pick them up for us either).
Then another week for them to come back to fix the machine (week 3). In week three they finally showed up at 3:00 pm (for a 8 am -12 pm window) and a different technician said "These are all the wrong parts. The person that ordered these didn't know what he was doing."
This guy said that all that was broken was a safety switch and that he could permanently bypass the switch so we never have the problem again. I asked if it was safe to bypass this and he said that as long as I keep an eye on the dryer and make sure it doesn't get too hot, it would be fine. I expressed my desire to keep my house from burning down and would prefer he just fix the part. After he tried to convince (bully) me for a few minutes, he finally gave up and said he could fix it a different way and replaced our thermal fuse. I now know that this was a temporary fix for him to get out the door.
The dryer worked for two loads and then died again...A & E came back a week later...yet again a different guy and he said "the previous guy didn't ground your machine properly and blew out your heating element." This heating element is out of stock and won't be available until mid-December.
HERE IS THE FUN PART: After complaining to A&E (owned by SEARS) for breaking everything...we calmed down and did some research. I figured out who they order parts from - SEARS Parts and SEARS Parts Direct (.com). I called SEARS and they can ship the part the same day and even overnight it to us, but A&E will only talk to FSP Appliance Parts (also owned by SEARS) and A&E says they don't have a phone number for FSP Parts.
So I found the address for FSP and did some web research...figured out that the number for FSP Parts (AKA Sears Roebuck Parts Dept.) in Glen Burnie, MD and called them. The part can be shipped from Texas and arrive in 7-10 days. Still a long time, but much better than A&E six weeks + one week to get a technician to come.
End result is still to come...but we got tired of the run around and ordered the parts from Sears Direct. It should be here tomorrow. There is a big difference between October 30th and December 15th when you're waiting for a part to fix your dryer.
TEXAS -- I have had the misfortune of having purchased problematic appliances made by Maytag/Jenn-Air. My misfortune has increased exponentially after having been exposed to the unprofessional service staff your company has employed to represent the ideals of customer satisfaction.
Approximately 1 week ago I made a call to A&E for service on my dishwasher and was given the first appointment for 8/2/08, between the hours of 8 am and 5 pm. I was not thrilled with either the one week wait, nor the breadth of the time frame, considering that the first of my two days off from work would be engaged waiting for your technician, but helplessly accepted the appointment.
From morning into afternoon, we anxiously waited for your technician to arrive. At 5pm when he hadn't arrived, I called A&E to figure out what time he would be here. Sarah explained that at 10:23 am the technician determined no one was home and he moved on to service the next client. I was baffled by this explanation as my entire family was home all day, having been inconvenienced waiting for this professional to arrive. She said she would send a message to the technician to return my call within the hour.
Livid by the callous misrepresentation that no one was home, I began to rethink my day. At 10:23 am this morning during a thunderstorm, while having breakfast, my phone rang and a man with a heavy accent asked for an unfamiliar name. Without a second thought I quickly informed him he had the wrong number. I checked the caller ID, redialed the number and the person answered the phone “hello?” I asked if this was the A&E tech and he said yes.
At first he denied that he was the technician assigned to fix my dishwasher, but after having posed some irrefutable questions, he admitted that he had called and made the assumption no one was home. He then explained that all his fellow technicians were through for the day and he still had two appointments to complete, so he would not return to fix my dishwasher. He suggested I call for another appointment.
I immediately called and was told by Sarah that I needed to call tomorrow to make another appointment, as my file was still with the technician. I requested the services of a manager and Misty dismissively reiterated similar sentiments. She went on to explain that she could place a note in the employee's file, but there was nothing she could do to resolve the immediacy of my need to have a working dishwasher.
I requested an emergency appointment and was told the company does not engage in that practice. She suggested that I call back at 8 pm to reschedule another appointment, as that was the earliest the technician would send his update to the company. I became even more incensed when I was told the next possible appointment would be six days later on Friday 8/8/08, a day my husband and I work.
Needless to say, I am enraged by the manner in which your company does business. Firstly your technician did not identify himself as an employee of A&E when he called my home. If he had, the occasion would not have arisen for me to write this letter. Secondly, he seemed either manipulative not wanting to leave the warmth of his truck during a thunderstorm to execute his duties, or he was overwhelmed by his workload, so he chose not to service my appliance, or he is grossly inept that he could not figure he was calling the wrong person.
The fact that I have to wait another week for an entire day again is egregious. When customers are inconvenienced in this manner, the company should take onus and extend itself to repair the damage done. The practices demonstrated by your staff, and the ideals of your company does not seem to epitomize customer satisfaction. Conversely, it serves to infuriate your customers.
We pay astronomical amount of monies for the appliances and the service contracts, and to be treated with callous disregard is egregious. Changes should be made to the way in which this business is operated, because it in not customer-friendly and your customers are growing increasingly disenchanted.
ROY, UTAH -- A&E Factory Service is the most wretched company I have ever had the misfortune to deal with. I was foolish enough to listen to Maytag who recommended them to repair my fridge (1st mistake). When the tech came out to repair it, he sold me an extended warranty which I again was stupid enough to purchase (2nd mistake). 3 months after the first repair on my 5-year old Maytag fridge (NEVER, EVER but a Maytag), it died again.
The tech came out and outlined what parts had to be replaced. It was the same parts they replaced before, only now it would take them 10 days to get them here. 18 days later my fridge was working again. Ever tried living without a fridge for 18 days? It's not pleasant. 3 months after this episode, the thing died again, the problem was the same.
Called the center and got a tech out and again, parts would not be available for 10 days. Considering I can ship anything to anywhere in the world in 24-48 hours and based on the fact that I located local vendors with those parts that day, I find 10 days to be beyond pathetic. This alone screams of their total lack of customer service and dictates what a horrid company they are. Well the day before the tech was to come back and fix my fridge, I get a call saying that one of the parts needed is on back order. I tell them I can get them locally and wanted to know what their problem was.
Apparently they have "standard processes" they have to follow. 8 days after this the parts arrive and I, not they, call to scheduled the tech. The night before the tech is to come out, I get a call confirming the appointment for the next day between 8-12 am. 10 minutes later I get another call saying the appointment is to changed to 1-5 pm. I refuse this change, saying I have a doctor's appointment that afternoon and was told the appointment would be left between 8-12 am. I took the day off work to wait for the tech and at 12:30, no tech. I call the "service" center to find out they changed the appointment to 1-5 pm anyway.
After discussing this problem with Nancy, a supervisor who stated that the notes showed I declined the change and agreed the appointment should not have changed, assured me that the tech would be to my house before 2:30 pm. At 3 pm, no tech. I call back to learn that they re-routed the tech to another call and skipped me. Apparently not have a working fridge for 4 weeks doesn't make you a priority with this wretched company.
I got the corporate office address; they couldn't provide me with a phone number, and rescheduled for another week out. Let my mistake be a lesson. DON'T USE A&E Factory Service for ANYTHING. They are awful! DON'T buy Maytag, they break with very light use!
ROUND ROCK, TEXAS -- In late May '07 I had a failure of my Frigidaire large room air conditioner. Frigidaire set up a repair appointment with A&E appliance repair some 10 days later. Unfortunately, the repair person was quite inexperienced. I finally convinced him (help him troubleshoot) that the dead short on the AC line was the result of a short in the compressor unit. Unfortunately, he ordered the wrong part number for the compressor, and 10 days later, a piece of sheet metal arrived as the repair part.
Now comes the trouble with A&E Customer Service... I called A&E's only contact line (in Texas) and told them that the service man ordered the wrong part and could they give me a number where I could contact the service man to speak to him and get him to re-order the part. The customer service rep said NO, I could not talk to the service man, they had no contact information for him that they would share with a customer. But they would send him a message to call me.
Two days later, not having hearing from the service man, I called A&E back. They informed me that NO, they would not let me talk to the service man. Even though he sounded about 16 years old on the phone, he was demeaning and implied that I was incompetent to make a judgment on what part was needed or not needed. (Although I assured him as an electrical engineer with 40 years experience in things electrical, I was probably quite capable of knowing.)
I said that was unacceptable, and asked to speak to his supervisor or boss of A&E. I was informed that NO, they would let me talk to the supervisor, no they would not give me his telephone number, no there was NO e-mail address. However, they would give me a mail address for complaints: Mr. Mark **, **. (As an aside, Mr. ** never responded to my complaint letter.) I asked how was I then going to get to speak to the repair person? They informed me that the service person would call me ONE HOUR BEFORE SHOWING UP FOR MY NEXT SERVICE APPOINTMENT.
I said that that would be unproductive, as there would not be the part for him to service the air conditioner. But was told that it was the only way to resolve the issue. I made another appointment for two week later, and sure enough a repair tech (not the same one) called me when he was about to arrive at my door. He looked at the A/C and said, "Oh, we have to order a new compressor! It should be here in 10-14 days."
I called A&E back, and asked to schedule the repair for two weeks hence, when the part should be here. I was told they wouldn't schedule until the part arrived on-site. When the compressor came two weeks later, A&E would then accept a call to schedule an appointment for installation...you guess it...TWO WEEKS LATER! Finally, tech showed up and did a fine (difficult repair) job, and after nearly 8 weeks my A/C was fixed.
Boy, this would have been a lot easier if the A&E Customer Service was a little flexible to handle a simple screw-up on the part of the first service call, and had not been so arrogant and inflexible. In total I had an over 4 extra weeks of being without A/C (Baltimore, MD in June...95 degrees) because A&E Customer "Service" was unable to straighten out a simple screw-up.
TEXAS -- Having bought the 5-year warranty, we regretted it several times while dealing with A&E Factory Service. Officially the worst and rudest organization in the world. I feel sorry for poor technicians working for this monsters above them.
KALAMAZOO -- Over three service calls: Diagnosis was wrong. Wrong parts were ordered. Technician took apart washer before checking if the new parts were correct. Technician install parts which did not fix problem then left without ordering the two parts he said would be needed to fix unit and he "closed the ticket" resulting in another diagnostic appointment before parts could be ordered....EVEN THOUGH the PROBLEM was the SAME. Phone calls to schedule up to supervisor level were a total waste of time, language barrier, excuses, no help or return call to expedite repairs. One month lost to incompetence.
DALLAS, TEXAS -- A&E ordered and attempted to install a new ice maker in my GE fridge. The repair tech was unable to install it properly and had to uninstall it. I called GE who sent their own tech and the exact same replacement part. They installed it and it works great. Despite their incompetence A&E has refused to provide a credit of their charges and they are very difficult to speak with.
RINCON, GEORGIA -- Gave me an appointment, called day before to confirm. No one came or called. I called and they told me he was at my house. Right. Then they said he was on the way. Then they said he would call. None of that happened and the next day when we called they said: 1) we had canceled 2) technician canceled 3) tech came and no one was here (totally false). Horrible. Should not be in business.
CANYON COUNTRY, CALIFORNIA -- I have never received such horrible customer service in my life. The supervisor yelled at me and hung up in my face. I asked for corporate information, he told there was no corporate number. I asked for a refund, they told me they could only give me back $20.00 of the $156.00 that I paid. How is this legal? How are they still in business?
NEW YORK -- Four service calls, 2 no shows on day they were to come. One call they just vacuumed behind top of line Monogram Stainless steel refrigerator and charged $165. Left. Still not cooling properly. Third visit tech named starts with H. Insisted I pay him for visit. Tried to tell him it was a recall. Became angry and would not talk to A and E. Service representative on phone. He didn't fix it. And did not show up for the last appointment. No one calls you back. NO one helps. Worst ever repair company in NYC. Should be banned.