A&E Appliance Repair Inc. Informative - Need for improved customer service
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 trouble shoot)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...
1. 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...
2. 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 judgement 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).
3. 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 "XXXX", 1600 Lewis Hemia Blvd, Round Rock Tx 78664. (as an aside, Mr. "XXXX" never responded to my complaint letter).
4. 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.
5. 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.
5. 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.