A and E Factory Service Complaint - The Complete Saga - Oven Repair
CHATTANOOGA, TENNESSEE -- Originally posted on 4/21/2009
I purchased a new oven at HHGreg. When it was delivered to my house on April 1, it was delivered with a broken control panel. This means I have not been able to set the clock or control the cooking temperature on my oven for 20 days. The only assistance they have offered is a minimal refund and A&E repair service. I invite you to read my review of their service!
This is the worst company I have dealt with in customer relations. April 7 a technician came to my house to repair an oven that had been delivered on April 1 by HHGregg. The technician took pictures of the model and serial numbers of our oven and used that to order a part. He told my husband that he would return the following Tuesday.
So on Tuesday, April 14 we received a call asking if we had our part yet. My husband said no and they rescheduled our appointment. When UPS finally delivered the part that evening at 530 it was the wrong part. So I called the 800 number to attempt to talk with someone. After speaking with 2 people I was finally able to talk with someone who said he was going to have the parts department send the correct part and that it would arrive in 7 days. Later in the evening, around 8 pm, the rescheduling department called me and wanted to reschedule. The lady on the phone told me that her job was to call and reschedule missed appointments and that she could not answer any of my questions.
Two days later I was contacted by the company wanting to send another tech to my house to take another picture of my oven so that they could reorder the part. So I called the 800 number again. Again after talking with 2 different people, I was finally able to speak with someone who helped me. However, the most help she was able to offer me was to have a local manager in my area call me.
The manager finally returned my call. She couldn't accept that we had the wrong part. I finally said 1) the control panel you ordered has tactile buttons and my over is a touch screen, 2) the panel you ordered only has 6 buttons and mine has 28, and 3) you ordered a Maytag and my oven is a Samsung. So at this point she finally realized that I was correct, but I still had to convince her that she had the necessary information in her office to order the part without the need to send another tech to my house.
This was Thursday, April 16. She ordered the part to be expedited to me through UPS and scheduled for a Saturday appointment that I had been told earlier in the week was not available in my area. Yesterday, Monday, April 20, there still had not been a part delivered to my house. I called the 800 number and was told that it had been "shipped" according to their system, but there is no way to track it. I then called my local manager back who also could not track the part that she claimed she had ordered to be delivered within 3 business days. She told me she would have an answer for me by 930 the next day. I am still waiting and it is past 930. In fact, I called her and left a message at 930 and still have not heard anything. I guess this is going to be day 21 of having a brand new oven sitting in my house that does not work.
My advice is to stay away from HHGreg and A & E.
Since my post I have been yelled at on the phone by the local manager for asking too many questions regarding the delivery of my part, I have spoken with her supervisor's assistant in Nashville, I have spoken with One Source, and the customer information Team (CIT) at the A&E 800 number. None of which have been able to tell me anything or do anything to help me other than to confirm that my part was shipped today (rather than yesterday as I was told by Debbie, the local manager, last night), and that my part will be delivered Thursday!
All I want is a little understanding and someone to make this experience better.
Originally posted 4/24/2009 (modified version here)
Here we go! On Tuesday I was told that my oven part would come on Thursday, and this is Friday...no part! On Wednesday I called the Bax Global company based out of Atlanta, GA that was responsible for the shipping of my part. The lady I spoke with on the phone had no clue what was going on because she couldn't find the tracking number I had been given in her computer. Odd, I thought. But, I let it go. So yesterday I anxiously awaited for UPS to drive by, but before they did my phone rings. It was Trent from the Nashville, TN office of A & E. He was giving me a courtesy call to let me know that there was a mishap with my part. He says "the part missed the truck in LA and will not arrive to your house until tomorrow". His only response to the torture this company has put me through was this is the shipping company's fault not ours ma'am and I apologize for your inconvenience. His mother should have taught him how to properly apologize because I assure you I was not feeling empathy or sympathy from him. And as we as humans know an apology is meaningless unless there is sincerity expressed. As I hung up the phone with him my other phone rang. It was the owner of Bax Global calling. This is great!!! He was calling to let me know that "there was some miscommunication with your freight. It was mistakenly shipped to Texas. We are going to do our best to have it delivered to our distribution center in your area tomorrow." However, this did not tell me when the distribution center would be able to deliver the part or when we would be able to reschedule a technician to come to our house to completely remedy this problem. So that is when I began trying to call HH Greg again, and I called Samsung. Samsung offered to have the oven fixed by a local company and began the process for this. So I called my friend Debbie to let her know that I would not be needing her service after all and I canceled my work order with her company.
I will keep updating until the oven is working. So far the new company and Samsung have been exceptional to work with. Within 5 minutes of ending my phone call with Amyr I received an email confirming my problem and their solution. The email even included ALL of the contact information for Amyr, Samsung, and our repair company. Who knew you could work with customers so well!!!
Wait!!! I forgot something hilarious. The technician showed up while I was on the phone with Trent. He actually told my husband that the wrong part was ordered on April 7 because the tech didn't look up the correct part number. He said, "he has had to order a bunch of those for ovens so he thought that he knew the number and didn't look it up before he ordered it". What quality service technicians this company offers!
So the moral of the story is consumer beware of companies that lack honesty, integrity, and humanity.