A & E Service Complaint - A & E Service Complaint
MEMPHIS, TENNESSEE -- This has to be the worst service I have ever experienced.
I have a Maytag refrigerator. I recent had both a warranty call as well as a product recall scheduled.
The warranty call was schuled by Maytag who unfortunally uses A&E service. The recall I schuled through the number given for the Maytag recall. The recall was totally automated and you can not talk to a human and it does not give you a number to call.
Both calls were scheduled for the same day. The automated call to confirm the two separate calls was done and confirm to by in the 8 to noon time range.
At one o'clock I called and complained that no one has showed up. The call tech then cancelled the first call and supposedly called the repair person to contact me and put me higher in the later schedule.
Two hours later I called again since I had not been contacted. Now they only show the warranty call and try to tell me I was wrong. I again requested to be contacted and still no call.
Finally showed up as last run of the day and no parts for the warranty work which show have had a tech follow up call. Next week again and we only got the recall item fixed first 8 hours I waited.
After speaking with customer service @ Whirlpool(the makers of Roper) thy set up to have a service technician come out at there cost. This was great. The service tech from A&E came out on Saturday Oct. 13th. Well, he was not a stove guy. He worked on washers. After a couple of calls he was able to determine that is was the element that was bad. The cost of the part was $54...labor to replace $180. Seeing as though it was just a couple of screws & clipping a couple of wires on to the element I could handle this myself. One week later got the part & I installed it. The oven still would not work. I assumed we just got a bad part so I contacted A&E and they set up for another tech to come out at there cost. On Oct 27th another tech came out and found the problem to be a box, I would assume the "brain" of the stove was burnt out. We did not need the element, however since it was there error the part and labor to replace was no charge.
The tech said he would order the part on emergency & rescheduled for himself to come out the following Wednesday. The part did not arrive until Wednesday after noon so we had to reschedule for the next day. At this point not really a big problem. Thursday comes and they are to be there between 8-12(large 4 hr window). At 1:30 my mother gets a call that he is 30 minutes away. She waits. At 2:45 she calls the service department to find out what happened and they tell her she was not on the schedule, she was just being worked in & they do not know what happened to that tech but they will have another tech there by the name of Paul by 5pm.