Complaint Rating:

Company information:
A & E Factory Service
Sacramento, California
United States

The ice dispenser on the front door of the Whirlpool refrigerator began to release ice intermittently and then not at all. A service call was made to Whirlpool for this refrigerator that is less than one year old. The service representative was determined that there was nothing wrong with the refrigerator and called me over into the kitchen four times to watch him push the button and the ice dispensed as though he was anxious to end the service call. Each time I removed the glass from his hand and pushed the button myself and viola, no ice. Each time he was surprised (yeah right) and when he asked me into the kitchen for a fifth time I approached him and told him that I was interested in participating in this continual experiment of whether or not the dispenser was working and that all I wanted him to do was FIX IT!

At that moment he called someone on the cell phone, told that individual all of the things that he had done to get the dispenser to work and that those things had not been successful. I heard him say that he was going to have to order a computer for the refrigerator and he hung up. In order for you to understand my frustration with this service call was that the timeframe given to me was between 8am and 12 noon, whereupon he arrived @ 2:59pm and left @ 3:45pm, so this back and forth insanity went on for nearly an hour.

Ultimately the computer was ordered whereby I was told that would be delivered to my home on Wednesday of the following week, which it was not. I called the 800 number to A & E Factory Service to be told that, “I don’t know why the part was not ordered, but I will send a message to the parts department and someone from there will call you back”. Before the end of the day no one had called me so I called back and this time I was told that the parts department had 24-48 hours to return calls. I explained that 48 hours would be out of the scope and timeframe by which the repair was scheduled to be done so what were the other options, and the person on the line stated again that someone from the parts department would call me back. My question is…where is the part and when is it going to be put in? I too am going to contact the Whirlpool organization to complain about the service or rather lack of service that left me, the consumer, without an operational refrigerator and no concrete information as to the fixation of this problem.