If you are planning to buy a freezer, refrigerator, air conditioner or other electrical appliance made by a company called "Haier", yes I said Haier, made in China, you may want to think twice and then think twice again.
The following may seem long, but trust me, the time you spend now may save you many days of tension, aggravation and frustration later.
On may 26,2009, we purchased a 13.2 Cubic foot freezer made by "Haier". On July3, 2009, the freezer stopped operating.
We called "Haier",spoke to liz and she said that the earliest she could send a repair person was "11" days later. When we told her that all the food would spoil. She expressed total indifference. When we asked to speak to a supervisor, she said no one was available(sound familiar) but that one would call us back. Needless to say no one did.
Liz did give us the name and telephone number of the company coming out. The name of the servicing company was "a & e" factory service. Make a not of the name because this company is owned by world famous "Sears". Make a note of the name because the following may cause you to think twice before buying any brand name appliance that uses this company to service their products.
We asked to speak to a supervisor and was transferred to the escalation dept. We were told that they could do nothing to reduce the "11" day wait. We asked for the name of the president of "a & e" factory service, but we were told that he doesn't talk to consumers.
After throwing out all the food in the freezer and waiting "11" days, a repairman showed up. After working on the unit he said it was fixed and that we should fill it up with food as it would freeze faster. He also said if there was a problem to call him on his cell phone and he would hop over shortly. Within a few days the freezer stopped working and "2" calls to the repairman's cell phone were never returned.
We called "a & e" factory service on July 20th and they said it would take "5" days to send another repairman and then only between the hours of "8-5". Nine hours to wait for a repair person.
After throwing out the new food, the repairman said it would take between 4-6 days to get the required parts. After waiting 10 days and not hearing anything, we called A & E Factory Service and were told "oh didn't anyone call you and tell you that those parts are no longer being made and are not available.
We called Haier's corporate office and asked to speak to the president. His assistant told us he was not in, but that she would transfer us to the president of customer service.
When asked for his name, she refused to give it. However, she said that the last caller that she transferred was not picked up by him anyhow. Instead a [snip] called, listened to what had taken place and said he would get back to me.
The next day he called, insulted my intelligence by offering to replace my damaged unit with a new exact same model freezer. This demonstrated the hypocrisy of "Haier" by offering me an identical freezer which if it breaks it cannot be fixed.
The whole idea behind telling this experience is to alert you to the perils of dealing with "Haier" and "A & E Factory Service". Maybe forcing them to accept responsibility, treat customers with respect and dignity, otherwise they do not deserve to remain in business.
Thank you for reading this and be doubly careful when you see the name "Haier" on a product or any other product that is ultimately repaired by "A & E factory service".