The complaint has been investigated and
resolved to the customer's satisfactionResolved A&E Factory Service — horrible service!
resolved to the customer's satisfaction
A tale about A&E Factory Service - more accurately know as A&E Factory NON-Service - for a Whirlpool Dryer in Raleigh, NC.
On Sept 6, an A&E technician is dispatched to our home by Whirlpool Warranty Service to diagnose a problem with our $900 Whirlpool dryer that is less than 1 year old. The technician says the electronic control needs to be replaced, but does not have the part, and will have it ordered immediately. A&E calls back later that day to inform us that the part is not available, has been ordered and should arrive in 10 days! I'm under a lot of pressure here, because a major reason for my investing in this dryer is it's high-capacity, which is crucially important to my family of ten. 10 days!! But, aren't they "Factory" service??? How hard is it to get this part?
On day 6 (Sep 12), A&E calls back and says it will be at least 5 more days for the part to arrive! Thus commences the lies and misinformation. I had serious doubts A&E had actually ordered this part as they could not provide me any tracking information. You see, this is chump warranty work, and I was a LOW, LOW priority.
So, on Wed, Sep 13, I called A&E trying to find out why it is so hard to get this part, only to be hurried off the phone with the obligatory response of, "It is out of our control. When the part comes in we will set up an appointment to replace it." So, I go on the internet - knowing nothing about obtaining Whirlpool dryer parts - and in less than 10 minutes have found the part readily available through several vendors. I call A&E and let them know, BUT of course, they have a "process" they must follow - mind you, not a desire to provide fast service. So, I call Whirlpool, whom A&E are contracted by. Alas, Whirlpool parts center has 39 in stock and they will express ship the part. So, I teleconference A&E and Whirlpool (partners, eh?) and attempt to assist A&E in getting the part to me right away. You see, if I acquired it myself, I would have to pay for it. Only A&E could order it from Whirlpool.
I call back the next day (Thu, Sep 14), but am unable to confirm through A&E operator if the part was ordered, and am given an appointment for Sept 27th, just in case the part comes in by then. The operator tells me she has no way to confirm if the part is ordered. Wow, they care - NOT! So, Friday the 15th I pursue A&E again and remind them that the part is at Whirlpool and can be expressed shipped if only they would call to order it. The first thing the A&E operator mentions is that they will not pay for express shipping. Five extra dollars to a company the size of A&E is too much, when my business means so little. After much pursuit, the A&E operator obliges me by setting up the repair appointment for Tues, Sep 19th. Well, that is what she told me, anyway. That same day (Fri, 9/15), I also call Whirlpool customer service to see if they will help ensure that A&E orders the part from them and would they please express ship it. The Whirlpool representative seems glad to help and leads me to believe I can receive the part by Monday.
I call A&E on Monday to see if the part is on its way, and to see if I have the appointment on Tuesday. Well, it really should be no surprise that without calling me, A&E cancelled the Tuesday appointment because they knew they had not ordered the part yet!! Wow! Another call to Whirlpool on Tues, Sep 19, to get them to act on my behalf with A&E and get them to order the part leads me to believe that the part is finally ordered because the Whirlpool agent says it will definitely be at my home on Thu, Sep 21. I call A&E again to get an earlier appointment than Sep 27th. I am grudgingly given an appointment for Friday afternoon, Sep 22nd.
A&E calls my wife on Thursday, 9/21, around 3pm to see if the part has arrived. Sadly, my wife tells the truth and says, "no". The A&E operator instructs my wife to call by the end of the day to confirm whether or not the part arrives, but gives no deadline. My wife calls A&E at about 4:30pm when the part arrived only to find out that A&E canceled the appointment without notice and will not reschedule. A&E was dead-determined to keep the Sep 27th appointment, no matter what.
No matter how much pleading and explaining I did when I called back on Friday morning, I could not get any other appointment other than Sep 27th - 3 weeks after the problem was diagnosed as being a problem with a part that takes 2 days to get and 5 minutes to install!!! Furthermore, the A&E operator tries to pretend that I never had an appointment for Fri, 9/22, that it was always - and only - for Wed, 9/27. Later, in the same conversation she slips by mentioning that my wife caused the problem by failing to return their call on time the previous day. I retort, that if I never had an appointment for this day (Fri, 9/22), then why did we get a call from A&E the day before inquiring about the arrival of the part? She was tongue tied and said, of course, there was nothing she could do. She then thanked me for my business and ended the call.
I cannot stand the thought of giving A&E any business, so a light bulb finally goes off in my head. On Monday, Sep 25th, I call Whirlpool and ask if there is anyone else I can go through to get this part installed. The Whirlpool agent calls me back in 10 minutes to inform me that I have an appointment with another service provider in Raleigh who will be there the next morning to install the part. And, like magic, a technician from Mr. Appliance arrives to install the part.
Dear DanMary,
We are sorry to read about the service you have received from A&E Factory Service. When contacting our office we make it our goal to service your product in a timely manner and to exceed our customer’s expectations. My name is David and I work for the A&E Solutions team and we want you to know we are here for assistance. At your convenience please contact our office at [email protected] so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the appliance is listed under and we will contact you directly. In addition, please include the screen name used to post here so we can reference to your case.
Thank you,
David V.
Senior Case Manager
A&E Solutions
Dear #1desertdweller:
I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you.
My name is Susan and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at [email protected] so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the Kitchenaid Ice Maker is listed under and we will contact you directly. In addition please include your screen name (#1desertdweller) in your email for reference to your issue and we do look forward to talking to you soon.
Thank you,
Susan R.
A&E Solutions Team
A&E Cares
To bluethunder12,
I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you. My name is Stephanie and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at [email protected] so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the washer is listed under and we will contact you directly. In addition please include your screen name bluethunder12 in your email for reference to your issue and we do look forward to talking to you soon.
Thank you,
Stephanie L.
A&E Solutions Team
A&E Cares
Hello Gulba. My name is Melanie and I am a representative of Whirlpool. We apologize about the frustration you have experienced with your washer. If you would like us to look into this further, please provide your name, the name of the site you were contacted on (ComplaintBoard), your user ID name(Gulba), your phone number, your address, the full model and serial number, and email the requested information to [email protected] We would be happy to review your concerns further. Sincerely, Melanie.
Dear Jdebikim,
I also noticed your post on other websites and wanted reach out to you here as well. Please accept our apologies for the service appointment failure. We certainly understand that a 4 hour window frame is very time consuming and then to be running late can be very overwhelming and irritating. We would like to speak with you about the service appointment as well as discuss your concerns further and to also make sure that the service was completed.
At your convenience please contact our office at [email protected] so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the (appliance) is listed under and we will contact you directly. In addition please include your screen name (Jdebikim) in your email for reference to your issue and we do look forward to talking to you soon.
Thank you,
Misty H.
A&E Solutions Team
A&E Cares
They made me an unhappy camper,
My name is David with our A&E Solutions team. I came across this post and wanted to reach out to you. We are truly sorry that you service experience did not meet expectations. If you are in need of assistance, we would be happy to contact you directly. At your convenience please contact our office at [email protected] so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the service is listed under and we will contact you directly. In addition please include your screen name (They made me an unhappy camper) in your email for reference to your issue.
Thank you,
David W.
A&E Solutions Team
A&E Cares
Pissed Off Customer23,
We are indeed sorry for the trouble you are experiencing with our repair service. It’s clear that we have failed to meet your expectations with service. We would like to speak with you about the situation that took place to assist the issue to the best of our abilities. Please send the following information – contact #, screen name (Pissed Off Customer23), phone # used at time of purchase to [email protected] and we will be in touch to address further. We look forward to hearing from you soon.
Thank you,
Liz R.
A&E Solutions Team
A&E Cares
Horrible Customer Service23,
Thank you for bringing this matter to our attention. We are sorry that you have had trouble with your recent appointment. We can only imagine how frustrating and aggravating this situation must have been for you. We would like to speak with you further to see if we can be of assistance. At your convenience please contact our office at [email protected] so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the (range) is listed under and we will contact you directly. In addition please include your screen name (Horrible Customer23) in your email for reference to your issue and we do look forward to talking to you soon.
Thank you,
Liz R.
A&E Solutions Team
A&E Cares
Totally Ticked Off,
We apologize for the troubles you’ve experienced with your furnace repair. We would like the opportunity to contact you directly to discuss this situation and assist in addressing your concerns. At your convenience please contact our office at [email protected] In the email please provide us with a contact number and the phone number the service is listed under and we will contact you directly. In addition please include your screen name (Totally Ticked Off) in your email for reference to your issue. We hope to speak with your soon.
Thank you,
David W.
A&E Solutions Team
A&E Cares
Fed Up in LA,
My name is David with our A&E Solutions Team. I came across you post and wanted to reach out to offer our assistance. We are truly sorry for the frustration caused by the repair service for your washer. If you are in need of assistance, we would be happy to contact you directly and assist in addressing your concerns. At your convenience please contact our office at [email protected] so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the washer is listed under and we will contact you directly. In addition please include your screen name (Fed Up in LA) in your email for reference to your issue. We look forward to talking to you soon.
Thank you,
David W.
A&E Solutions Team
A&E Cares
Dear Julandy:
I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you.
My name is Susan and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at [email protected] so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the refrigerator is listed under and we will contact you directly. In addition please include your screen name (Julandy) in your email for reference to your issue and we do look forward to talking to you soon.
Thank you,
Susan R.
A&E Solutions Team
A&E Cares