A&E Service Complaint - Unacceptable Service
BARRINGTON, ILLINOIS -- I purchased a Whirlpool WTW5800 washer in October 2007. It arrived damaged from AMRoyal because of issues in Whirlpool’s delivery to them or from them to me. In November 2007 I received a replacement washer.
Then my issues started with A&E Service, one of your service contractor. A time line ensues
November 2007 – Washer leaks and gets worse as month goes on.
December 8, 2007 – A&E technician comes out at about 11:30 (I was given 8 – 12 window). Mis-diagnosis of the issue results in the statement “do not fill past half full, Whirlpool has known problem with this washer”. Completes around 12:30
January, February, March 2008 – We take the technician at his word, bemoan Whirlpool quality, and do twice as many loads as before we bought our “new” washer.
March 3, 2008 – My son slips on the wet floor and hits his head on the tile. Enough is enough. Obviously there is another problem and I make another appointment.
March 15, 2008 - A&E technician comes out at about 11:45 (I was given 8 – 12 window). Completes around 1:00. Finally, a possible root cause is found. Need to order a part. A&E needs to come out another Saturday.
March 22, 2008 – A&E technician calls around 10:00 to inform us that he will be out a little after noon. At 2:00 PM, I call A&E. Technician is now ill and cannot come out. A&E cannot send anyone else out. I guess overtime is more expensive than good customer service. I ask for a specific time for the next visit, and the Supervisor tells me that the request is impossible to satisfy.
So, I am being asked by A&E to give up four Saturday morning and early afternoons and over 20 hours to have my washer repaired. In few words, just unacceptable customer service.
I bought a Whirlpool because I thought the quality would be better. When the quality was not there, I expected that the service would be at least average. Needless to say, my first experiences with both Whirlpool and A&E (most importantly A&E) will lead me unlikely to do business with either of you again. I am truly disappointed in my experience.