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A & E Factory Service Complaint - WORST Customer Service EVER - Samsung Dryer
Samsung Dryer - Complaint
ROUND ROCK, TEXAS -- Less than 3 years ago we purchased appliances at Lowes (washer and dryer)". We also purchased the extended warranty offered'. On July 2nd, my dryer quit heating so I called the company on the brochure to submit a request for repair'. I was told that the next available appointment wasn't until July 12th so I scheduled for the 8-12 time slot?. Having a family of 5, I wasn't thrilled with the idea of going so long without a dryer and having to haul my 8 month old BABY to the dirty laundromat but I didn't have any other options..
July 12th, the technician finally shows up at my house shortly before Noon/. I had to run and pick up my son from swimming lessons and when I returned the tech said that he had figured out the problem--it was indeed the heating element'. I thought "well duh"---THEN he proceeds to tell me that he has to order the part!!!! When I questioned him as to why they wouldn't carry the parts with them he said that the "company" doesn't want to spend the money to ship the parts until they know what part they are going to need--because if it wasn't the heating element--the "company" would have to spend the money to return the part!. The poor guy probably feared for his life at this point---he said that he "emergency ordered" the part and that it would ship directly to me in 2 days or perhaps 1 week...he didn't know. THEN he told me that the next available appointment in our area wasn't until August 2nd. This would mean that I will be without a dryer for an entire month. Are you kidding me????
He told me that I would have to call the "company" to try to get the date moved up. He also indicated that A&E Factory Service is actually owned by Sears...so on the days he works on a product purchased at Lowes, he wears his A&E uniform and hands out those business cards, but when he works on Sears items, he wears that uniform/business cards.
After he left, I called the number on the A&E card. Spoke with three different people (repeating my story three times) about my disappointing situation..the final person being a "manager" at some call center in who-knows-where who basically told me that there was no way to speed up the process, track the part, etc. I mean seriously, these people could not care less. I then find out that the part (remember the "emergency order"?) won't be here until maybe July 20th. Maybe before--but no guarantees.... Ugh! I'm so frustrated by this point. The lady tells me that she can't even schedule my appointment until tomorrow (July 13th) and that I would have to call back then. I asked her if there was a way I could contact her again so that I didn't have to go through the agony of explaining my situation another 5 or 6 times. No--of course not.
So today (July 13th) I have spent a great portion of my day trying to get somewhere with these crooks. I have called Sears, and then they transferred me to A&E because I'm sure they got tired of listening to me complain and as such pesky questions about the service I paid for but wasn't getting....A&E (call center again) was no help either....
Meanwhile, the laundry piles up--and I have to make another trip to the laundromat. As I read other reviews about this company I'm just saddened by the fact that we as consumers are being ripped off by these huge companies like Sears and Lowes. We go there because they offer a better deal than the smaller hometown guy but we end up paying MORE in the long run because these big companies don't CARE about us.
The absurdity of the situation is insane. I have no idea where the technician had to drive from because we live in outstate Minnesota (rural) but how efficient is it for him to have to make this journey TWICE? I'm guessing that it would have been cheaper to pay the shipping for the part and then they'd actually have a slighty-less-offended customer.
I really can't say enough about how disappointed I am by this companies service. I should add that in defense of the technician...he was very nice and professional. It's not his fault that these companies have no idea what they are doing. 994201
July 12th, the technician finally shows up at my house shortly before Noon/. I had to run and pick up my son from swimming lessons and when I returned the tech said that he had figured out the problem--it was indeed the heating element'. I thought "well duh"---THEN he proceeds to tell me that he has to order the part!!!! When I questioned him as to why they wouldn't carry the parts with them he said that the "company" doesn't want to spend the money to ship the parts until they know what part they are going to need--because if it wasn't the heating element--the "company" would have to spend the money to return the part!. The poor guy probably feared for his life at this point---he said that he "emergency ordered" the part and that it would ship directly to me in 2 days or perhaps 1 week...he didn't know. THEN he told me that the next available appointment in our area wasn't until August 2nd. This would mean that I will be without a dryer for an entire month. Are you kidding me????
He told me that I would have to call the "company" to try to get the date moved up. He also indicated that A&E Factory Service is actually owned by Sears...so on the days he works on a product purchased at Lowes, he wears his A&E uniform and hands out those business cards, but when he works on Sears items, he wears that uniform/business cards.
After he left, I called the number on the A&E card. Spoke with three different people (repeating my story three times) about my disappointing situation..the final person being a "manager" at some call center in who-knows-where who basically told me that there was no way to speed up the process, track the part, etc. I mean seriously, these people could not care less. I then find out that the part (remember the "emergency order"?) won't be here until maybe July 20th. Maybe before--but no guarantees.... Ugh! I'm so frustrated by this point. The lady tells me that she can't even schedule my appointment until tomorrow (July 13th) and that I would have to call back then. I asked her if there was a way I could contact her again so that I didn't have to go through the agony of explaining my situation another 5 or 6 times. No--of course not.
So today (July 13th) I have spent a great portion of my day trying to get somewhere with these crooks. I have called Sears, and then they transferred me to A&E because I'm sure they got tired of listening to me complain and as such pesky questions about the service I paid for but wasn't getting....A&E (call center again) was no help either....
Meanwhile, the laundry piles up--and I have to make another trip to the laundromat. As I read other reviews about this company I'm just saddened by the fact that we as consumers are being ripped off by these huge companies like Sears and Lowes. We go there because they offer a better deal than the smaller hometown guy but we end up paying MORE in the long run because these big companies don't CARE about us.
The absurdity of the situation is insane. I have no idea where the technician had to drive from because we live in outstate Minnesota (rural) but how efficient is it for him to have to make this journey TWICE? I'm guessing that it would have been cheaper to pay the shipping for the part and then they'd actually have a slighty-less-offended customer.
I really can't say enough about how disappointed I am by this companies service. I should add that in defense of the technician...he was very nice and professional. It's not his fault that these companies have no idea what they are doing. 994201
Comments:
Posted by trmn8r on 2011-07-13:
I hear your frustration, but this all sounds pretty standard. It seems typical to wait 2 weeks for appliance service.
Also, it may seem intuitively obvious that the technician should have brought the part with him that had failed, but the fact of the matter is that information was not known until he took it apart. Could have been at least a few other things. What he said makes perfect sense - they can't ship parts all over the country because technicians assume they are the ones that failed, prior to actually diassembling the failed appliances.
Also, it may seem intuitively obvious that the technician should have brought the part with him that had failed, but the fact of the matter is that information was not known until he took it apart. Could have been at least a few other things. What he said makes perfect sense - they can't ship parts all over the country because technicians assume they are the ones that failed, prior to actually diassembling the failed appliances.
Posted by Crazyredhead on 2011-07-14:
I just had super service from A&E. My dryer went down last week (7 July). I called in and they came out the next day, and although he didn't have the parts with him, he put an emergency order in for them and they arrived last Tuesday, 12 July (I was shocked). I called once they arrived and they gave me the time for today to fix it. My motor went out and the dryer would not tumble. He ordered the blower assembly as a precaution, just in case and said that they would just return it if it is not needed. It took me about a week to get my dryer fixed from start to finish.
Although it was inconvenient for my dryer to be out it wasn't impossible. Since the washer still worked I had shirts hanging all over the house, and I had all the other wet clothes draped over the fence outside, they actually dried faster outside in the sun (96-100 degrees in the sun) than if I had dried them in the dryer. Also, the inside of my little now smells like April Fresh Downy, mmmmmmmmmm.
Although it was inconvenient for my dryer to be out it wasn't impossible. Since the washer still worked I had shirts hanging all over the house, and I had all the other wet clothes draped over the fence outside, they actually dried faster outside in the sun (96-100 degrees in the sun) than if I had dried them in the dryer. Also, the inside of my little now smells like April Fresh Downy, mmmmmmmmmm.
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