A&E Factory Services - Terrible Customer Service
HOFFMAN ESTATE, ILLINOIS -- First getting a technician to my house was a mess. Window was for 1-5 p. m. on a work day, which required scheduling to be off work. Technician tried to come two hours early but I was working out of town so he set up for next Saturday. Or so he said. At the same time, he reported replacing a part on the day he did not come.
Requested different technician who came during the scheduled time but would have to come back after part was ordered. New appointment set for the next Saturday [so I've burned two work days and two Saturdays}. A&E pushed back that appointment a week because I had requested they not send the first guy. But they didn't tell me. This is where it gets early. I get Denise on the phone with customer service. First she says I should know A&E's policies since they came to my house in 2009 and 2011 and I had no reason to be upset that they had change my appointment -- without telling me. She said the technician would have called on his way -- in a week.
They moved my appointment because the technician I had requested -- the guy against whom I filed a complaint -- was the only one working in my area on that day, Saturday May 18. Bottom line, she said, was I would not get service on that day. But the technician I had requested would come on May 24. On May 24, the first technician came despite my request that he not be sent. That technician said he was not -- in fact -- working on the day even though Denise had said he was the only one on duty in my area. Called and got Denise again. Call lasted less than a minute. I told her how badly I felt she had handled the first call and that I was upset that they had sent the guy I asked they not send. I told her that I wanted to let her know that I would be filing a complaint. Her response was to tell me she could no longer talk to me and that A&E would "NEVER" come to my house again. I asked if she was kidding and she said not and that she was putting it in my file. Then she hung up.
I'm dumbfounded. She either does not have the disposition to be a customer service person, she is having a really bad life and taking it out on others or she needs a great deal of training. I wrote A&E and its parent companies -- Whirlpool and Sears. Wonder if anyone will respond. All I can say is stay away from A&E if this is an example of how much the company values its customers.