Menu
Login
Replied
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
Beware of this person number [protected].Cheating price service and no service make.
Problems Continue ! A&E sent a technician, again, he arrived with no parts, spent 2.5 hours tearing apart the machine, then put it back together and said you need a new motor and clutch. He said the machine will work like before -- no, he made it worse and unusable. He said the repair would happen on the 19th from 1-5. At 2:00 pm today we called A&E: no appt was scheduled for today, it's on the 22nd. He lied. A&E has now spent more on parts and service calls then the cost of the washing machine. You can't speak to a supervisor when you call -- they have to fill out a form and maybe a supervisor will call you. My machine is unusable and it's only a year old. Thank you A&E for having such poor customer service and training of your employees.
I am sorry to hear about your experience. Can you please email the details to eresponse@ge.com so we can look into this for you? Thanks, Donna with GE.
I had an extended warranty on a KitchenAid Refrigerator. Towards the end of the warranty period I called the warranty service with 2 complaints: 1) the icemaker broke and 2) It was not cooling properly. The warranty service communicated both concerns to A&E (recorded phone call). A&E put on their service order only one issue (ice maker broken). I was gone when they came to repair the fridge. I asked my wife what they said about the cooling issue and she said they didn't mention it so we figured it must be OK. 5 months later it stopped cooling all together (out of warranty). The A&E serviceman acknowledged that the concerns I had 5 months ago was undoubtedly the early stages of failure but billed me $340 anyway. In appealing for reimbursement A&E freely admits that they failed to address the issue in October despite being told by the warranty service (they can't dispute it because it is a recorded conversation and they have copies of their own work order). They do not dispute the technician's assertion that the problem existed when they came out to fix the icebox. But they refuse to reimburse me because they said I should have somehow realized they didn't address the issue the first time and called them within their guaranteed 3 month period. I am filing a small claims lawsuit against the company.
My suggestion: They have a 3 month guarantee on their service. In my many conversations with their customer response team they claim that the service people will come out free of charge if you feel their original repair might not be satisfactory. In my case, the refrigerator continued to work the same way it did when they were here until five months later, but I was suppose to recognize they didn't do the work. What I recommend (and what I am doing now) is having them come out periodically to check their work. When asked my reason I simply explain that I am not sure if the repair is functioning properly and I want someone to check it out. You have three months before it is no longer covered under warranty. MAKE SURE THEY TELL YOU IT IS FREE OF CHARGE BEFORE THEY COME OUT! I plan to have them come out every week to check the new circuit board until my 3 months are up.
My washer was supposed to be fixed by A & E Factory service on sat between 1 and 5pm. My husband and I were both all day. At 2:00 I went out to check our mail and there was a post it on our door saying "sorry we missed you, we were here at 1:52" Well I think the service man must have had weekend plans and trying to get home early b/c our kids were napping, quite house and we have two dogs that bark. So there was no way we would have not heard a knock on the door or the doorbell. I immediately called the company and explained what happened. They told me he should have called before he came anyways (which he did not). They assured me that he would still come that day. At 4:45 I called the company back to see why we still had not received a call and no one had shown up yet. They told me the service guy was finishing up his job and ours was next and that I should get a call from him soon. No call, no one showed up. I called back at 6:30 and was told that they could not get a hold of him and that they dont know why he did not come, that they could see he closed his previous job and that he was supposed to have gone to my place after that. The worst part is that they would not send someone out the next business day. I have to wait until Wednesday. When I asked to speak with the manager, he also could not help me and told me that it is just my work against his technician's word. Needless to say, I have a different company coming out to fix it. I would never use this company, never recommend them to anyone.
I called on a Friday to schedule service to my refrigerator. An appointment was set for Monday morning between 8-12. I called in to make sure they had my cell phone number and asked them to call before arriving. I didn't recieve any phone call and by 11:00 I was calling customer service. They told me the tech came to the house but no one answered. I was there the whole time and saw no tech. My appt. was rescheduled to the next day. I was third on the list. I waited until 12 the next day. The tech called me and I had to give directions to get to my place and wave them down - which further concludes in my mind that they went to the wrong house yesterday. The tech said the part needed would take 4-5 days to order. I negotiated a deal that if I found the part today, would they come back and fix it. They did, however, the part they replaced didn't solve the problem. I had already paid for this dis-service. So here it is Thursday, and I am waiting for the tech to come back to fix the refrigerator that should have been fixed on Monday. Guess what? I'm third on the list! Ugh. NEVER, NEVER, NEVER USE THIS SERVICE. IT'S A NIGHTMARE!
The electronic panel broke on my washer which was less than a year old. After calling Whirlpool, an appointment was scheduled with A&E Factory Service. Thus began the worst service I've ever experienced. After 4 failed appointments; repeatedly showing up without parts, without the appropriate people to do the job and late, no one from A&E factory service had yet even touched my washer to begin to replace it. I tried many times to intervene. Unfortunately, the organization is so silohed that customer service and the tecnicians appear to be incapable of talking. They could only send messages back and forth which was ineffective in every case. I asked repeatedly to speak with a manager, I was told every time that there was no one to forward me to.
I finally called Whirplool and requested a different service provider and compensation for my time and efforts. I received both.
It is disappointing that Whirpool had choosen such a poor provider of service to represent themselves. Please do yourself a favor and demand someone other than A&E if you need warranty work from Whirlpool.
On May 7, 2008, I called for my Priority One Service on my Neptune (Maytag)washer and unfortunately was connected with A&E Factory Service. This was the beginning of a long and frustrating experience. The service "technician" (and I use this term loosely) arrived late costing me a full days work, was rude beyond belief, spent half his time in my bathroom, and then told me the control board needed to be replaced but that he would have to order the part and it would take 10 days to arrive. When it arrived I was to call for an appointment to put it in. I was charged for a service call, labor, AND the part. After he left I thought it was ridiculous that the part should take so long to come so I went online and found a company that had the part in stock at a much cheaper price than I was being charged. I ordered it and it arrived the NEXT day. I installed the part myself in 10 minutes and threw in a load of laundry only to find out that the washer still didn't work. I then called a LOCAL repair service and talked to a real technician who diagnosed the problem over the phone, asked for the serial number of the washer, ordered the part under warranty and 3 days later at a third of the price of A&E, the washer was fixed and running like new. I returned the unneeded part and refused delivery of the part A&E ordered. I'm still fighting them to get my money returned to my credit card. A&E states they don't receive documentation I mail them, they gave me a bogus name and address for the CEO of the company, and stated on a conference call with my credit card company that I did not pay with a credit card. If you need appliance repair - GO LOCAL! This company is headquarter in Texas and Illinois. They only have 5 people staffing the customer service department and all they care about is getting your money.
A&E has the worst customer service around. I have a GE gas range that was sparking. I called Lowes and they diverted me to A&E Repair and they actually wanted to wait 2 days before coming out. I argued and they came that day, but now they are saying that it will take a week to have the part mailed to us. I offered to pay for it to be overnighted. They can't even get in touch with the manager to have it approved. While I was on the phone, I got 2 phone calls on my cell: 1 from their parts department and one from service with totally different stories about the part being ordered and when they can come out and fix our range.
I am going to be calling Lowes and telling them all about this and also calling their corporate offices, hopefully something will change.
I have had a washer that is less than 1 yr. old. A month ago, it broke down and the door refused to open, I called A&E to set up an appt. for repair since I could not take off work, I was given my 1st. appt. 2 weeks later on a Sat. and parts were ordered! Parts were ordered even though no one came out to see what the problem was.
I was told that I was 2nd in line and my appt. was set between 8 am - noon. Come Saturday I waited from 8 am to 8 pm and no one showed up. I called again to and despite of my complaining, I am told that I can't have another appt. until next Wednesday (3rd week machine is broken) on Tuesday, the tech comes out - very nice guy. He repairs it and leaves, not necessary to change the parts that were ordered because it was just clogged he tells me. I throw in a load as soon as he 's out the door and wouldn't you know the darn door does NOT open again! BY this time it is late at night so I wait to make the call the next day.
I get a third appt. on the following week Tuesday, which is today. I wait here for the tech to come out, between noon - 5, they tell me. I wait and then finally I get a recorded message from a&e to call to reschedule my appt. But wait -- no one came out.
I called several times to get this issue resolve and somehow the calls gets re-routed to the Phillipines, Guatemala, etc. How does anyone expect to get any work done this way?
I will let my wallet speak, I am going to cancel my contract and take my business somewhere else.
Save your money do the same.
A&E Factory Service's Shawnterra called from VP Dale Reeder's office this morning in response to my complaint to their office regarding my Kitchenaid Ice Maker. She basically called to say "tough rocks that our service sucks". She merely reiterated that they don't bother to carry the proper parts for repair on their trucks even though their scheduler said they would have them, that a wait for an appointment for repair takes at least a week to get, and that you will invariably need multiple appointments in order to get a repair done at all. Why bother to call if you have nothing relevant to correcting the complaint? When I asked for the VP's name and address, she told me the complaint letter would come to her anyway, so don't bother. Same for the President of this sorry operation. Keep your money, don't buy Lowe's extended warranties and be sure to call someone else if you need real service.
NothankyouQ - you obviously did. This company sucks
FOR ANYONE READING THESE COMPLAINTS, I WOULD HIGHLY RECOMMEND NOT USING A&E SERVICE. THIS COMPANY IS VERY FAMOUS FOR ITS "NO CALL AND NO SHOW" APPOINTMENTS AND THEN EXPECTS THE CUSTOMER TO RE-SCHEDULE ANOTHER APPOINTMENT WITH ANOTHER 4-HOUR WINDOW. MY EXPERIENCE IS VERY SIMILAR TO THE ABOVE SITUATIONS. I ALREADY EXPERIENCED TWO "NO CALL, NO SHOW" APPOINTMENTS THIS WEEK! KEEP IN MIND THAT I NEEDED TO TAKE HALF DAYS OFF OF WORK TO MEET THERE "4-HOUR WINDOW" TIME SLOT. I HAVE YET TO HAVE A TECHNICIAN MAKE IT TO MY HOUSE. I AM NOW ON MY THIRD APPOINTMENT THIS WEEK WITH THE HOPES OF SOMEONE SHOWING UP. WHAT A COMPLETE JOKE! PLEASE SAVE YOUR TIME, MONEY, AND EFFORT AND DO NOT USE A&E FACTORY SERVICE! I WILL BE FILING COMPLAINTS WHERE EVER I HAVE THE OPPORTUNITY AND WILL BE CONTACTING THE BETTER BUSINESS BUREAU. THIS COMPANY SHOULD NOT BE IN BUSINESS!
THIS COMPANY SUCKS! I COMPLETELY AGREE WITH EVERY SINGLE COMPLAINT. I JUST EXPERIENCED THE WORST CUSTOMER SERVICE IN MY LIFE. ALMOST THE EXACT STORY STATED ABOVE. THE CUSTOMER SERVICE REPRESENTATIVES ARE INCOMPETENT, RUDE, DISRESPECTFUL, AND HAVE NO CLUE ON HO TO DO THEIR JOB. IT'S BASICALLY WORTHLESS TRYING TO SPEAK WITH ANY IDIOT IN THAT DEPARTMENT. I WILL NEVER USE THIS WORTHLESS COMPANY AGAIN AND WILL BE FILING COMPLAINTS ABOUT THIS COMPANY EVERY WHERE I CAN. I AM COMPLETELY DISGUSTED WITH THIS COMPANY...
Avoid this company- read on the internet about all the complaints before getting engaged as you will find yourself in the same position sooner or later as all the 1000's warning you.
I am having a very similar problem and I am in AZ... only thing is when I did receive an automated call saying they needed me to reschedule, so I called because a reschedule wasn't ok since they are the ones that sent me a wrong part! The guy then proceeded to tell me they can't come out tomorrow and he doesn't show a date that they will be able to come back! Seriously, no date that they can come back. Then when I said something about maybe I should just get a lawyer, he refused to talk to me anymore at all! So we have been 1 month without a fridge that we bought 5 months ago! We are calling the manufacturer to see about a new fridge since no one will fix ours.
was scheduled for an appointment between 8 & 12, had to take a day off work, 8 telephone calls later, left on hold over 25 minutes, was hung up on twice - it's now 2:20, no service person showed up, being told I have to reschedule and take another day off work. The washer is a piece of garbage. Put dirty clothes in, run washer, take dirty clothes out. Have to run each load through at least 3 times to get stuff remotely clean.
I have also had a frustrating experience w/ A&E, and for the record, never raised my voice or cursed at the people who answer the phone or the repair folks. My first experience, they told me the person would be there between 12-5 and would call first. Since I leave at 5:30 to pick my kids up, when I didn't have a call or repair person by 10 minutes to 5, I called them to reschedule. I wasn't angry or anything, but it was clear the appointment was not going to be kept on their end. They would not reschedule my appointment b/c they said the technician was on his way and would be there by 5. So I had to wait until after 5 to call back and reschedule after the no-show with no phone call. We've now had their repair people out twice and neither has fixed the problem with my washer. When I called to schedule the third appointment, they wouldn't let me and I had to go back to the home warranty company to schedule and even the home warranty company told me that they should have scheduled with me. I had to use A&E on another call for my new refridgerator too and even with that, the first techinician did nothing and I had to call again for another appointment before they were able to diagnose and fix the problem. I don't think they like fixing things on the first call.
I can join the many who have complained here. We live in PA and the company that we bought our dishwasher from and paid for the extended full coverage warranty, set up an appointment with A&E. They didn't show up. I called and the store set up another appointment. They didn't show up (again). So after taking a half day vacation from my job and staying home a full saturday to wait for them, I was pissed. I called the store back and they said they would set up another appointment. Ya right, we'll see. How hard is it to provide the minimal basic customer service? I am actually in the maintenance service industry myself and have been for 15 years. I can tell you that I have NEVER EVER done this to one of my customers and neither has any of my competitors. My customers are industrial companies. I guess when companies service homeowners, they figure they can play us as fools and treat us like crap. Well, I will wait to see how the service goes, but for right now, I think I will go on Angie's List and give them a zero score.
A&E has been the worst company to have to do business with. Between unprofessional technicians, the apt. not being scheduled by the tech, even though it appears on my receipt, computers crashing and technicians not showing when scheduled, it is 22 days post first tech service date and my washer is still not repaired. As a manager for 15 years myself, I asked the $129 service call be refunded or credited toward the part. Customer solutions specialist, Margaret stated a refund or credit the $129 service call cannot happen. I replied, yes b/c the company would go bankrupt if they had to do this every time A&E did not do as it promises on their website. I have spoken with Whirlpool also and ask why they recommend this company and no manager there can give me an answer. All they can say is they are 'told' to recommend A&E. The Customer Solutions team at A&E is nothing more than an answering service d/t they cannot solve any concerns that are phoned to them. They make notes in the computers, hoping the computers do not crash and lose all the concerns, which is what happens often. DO NOT USE THIS COMPANY! I was given the name & address of Shawn Ramsey, A&E Factory Manager, 1560 Cable Wrench Rd, San Antonio TX 78245. Margaret stated I could write a complaint letter to Shawn. I explained I would.
Ditto, on everyone here except the guy that said suck it up, I only wish he were without a stove for 15+ days then see how he feels, I have had the same issues with A&E everyone else here has, I just wish I had a different choice but product bought from Home Depot this is it. I am now scheduled out 15 days from now to get my range fixed. This is not acceptable. I can't even get the local number for the repair company that tried to fix it the first time locally, I have to talk to someone that has no idea how this impacts my family...or even cares.
I just created a facebook page under AEsux, join the group and start a movement. Make a difference and make a statement against this company, and the manufacturers that use them.
A& E factory service the worst company ever they flooded my basement to try to fix my dishwasher not fix yet.
This started July 2012, I called the warrenty group for Badcock, they set up an appointment for A&E to come out and check out may dryer. They came out on July 27 2012 and said it was a fuse ( now the dryer was on the front pourch where there was no outlet) so the service guy tells my son that he fixed it but never plugged it in to check it. so when I get home I plug the dryer in and it did not work (big suprise) so I called them back and told them that the dryer was not working and that the tech never checked it so they set up another appointment for friday August 3. So my son misses another day of work to wait on this crazy tech, the guy comes and says it is now the dryers timer has gone out, the dryer is only 1 1/2 yrs old. So he orders a timer. The timer comes in UPS on wednesday (someone had to be home to get). My husband calls the service guy( named Russell) for three days and no return calls. So I get home today and call until I get him on the phone he says ok I will be there between 1 and 2 so here we wait again. Russell gets here and he had ordered the wrong timer. So he now has to order another timer and it will be another week. This guy is a joke and A & E is a joke. I am so dissapointed in this company.
After purchasing an Amana/Maytag/Whirlpool refrigerator in November 2005, the fan went out. A&E, the nationwide factory service authorized agent for Amana, etc., set an appointment for 9/22/07; of course, they would only set an "appointment" that was in a four hour block of time (8-12 or 1-5). The tech diagnosed that the fan had come loose; his solution was to super glue the fan back on. I questioned that this "solution" would not be permanent. He assured me that if the fan broke again I can set a new appointment with the guarantee that the correct part would be on the tech's truck when the tech was dispatched. (A&E's tech laughed at the fact that A&E's "charge" to Maytag was $183.00, per the receipt.) Fan began breaking off again 9/24/07. Called A&E at 10 AM CST for a new appointment but asked for a call back from A&E that the part would be on the truck since it would be pointless for me to take off work if the repair could not be effectively accomplished. At 10:30 PM I learned from the rude A&E call center rep that the part would not be on the truck. (I further learned that A&E's call center will disconnect any call that is being recorded by the consumer, even though A&E records its calls. What in the world are they afraid of? Answer: of having a customer record their "service" to a consumer.) On 9/25/07, I learned from another A&E call center rep that A&E's "policy" is to dispatch a tech for a second appointment, with no applicable part on the truck, so that the tech can then "order" the part from the customer site; subsequently, A&E will schedule still another appointment when the part is in. (Of course, all appointments are on a four hour window, which creates havoc for all of us who don't particularly want to twiddle our thumbs for four hours waiting for a tech. I guess that A&E thinks we have nothing more important to do.) A&E's quoted policy to dispatch a second and third time is ludicrous, to say the least, since the problem was already diagnosed during the first visit. After going through Amana/Maytag/Whirlpool's call center, which then went through A&E's call center, a manager level of A&E's call center now claims that the fan and the motor will be sent to me this week and that I can wait with baited breath for a A&E tech to show up sometime between 8-5PM Saturday to install the parts. WE'LL SEE IF THIS HAPPENS. When I purchased my refrigerator, I deliberately did NOT want to purchase anything from Sears. To learn that I have to deal with A&E, an affiliate of Sears, is appalling. A&E's conduct, as well as the conduct of its call center, confirmed everything that is wrong with Sears. I additionally, notified Home Depot, from which I purchased the refrigerator, that this service was horrible and that it is mind-boggling that I can only deal with "call centers," not the actual company that manufactured the appliance and not the actual company that services the appliance. The executives of Home Depot need to ensure that the appliances they sell carry effective after-market servicing agreements. Furthermore, I will not purchase an Amana/Maytag/Whirlpool appliance again as long as they contract with A&E. Anyone know how to contact A&E and Amana/Maytag/Whirlpool directly and bypass call centers?
Plz advise smb!
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 Whirlpool.Digital@whirlpool.com. We would be happy to review your concerns further. Sincerely, Melanie.
1st call ordered parts
2nd call replaced circuit board
3rd call replaced drain pump
Today - ordering another circuit board.
Each time the repairman says there is nothing wrong with the parts but they can't think what else to replace.
Each time they say the washer is working but the first load I put in stop at 19 minutes.
Last week I spoke to the escalations department at A&E and expressed my frustration. I said someone will come out on Monday and say they're going to order another circuit board. (this is what happened today as I predicted)
I asked them how many times they're going to do this and they said until the parts are no longer available. I have not been able to complete a single load of laundry. I've googled the problem and there are many people with the same exact problem and the same washing machine. It's obviously time to replace the machine - they can't fix it.
Good morning Meisare,
This is Kevin Krause with the Sonylistens Team. I am very sorry to read about the problems you are having getting your TV serviced. If you email us at Sonylistens@am.sony.com we will be more than happy to try and help resolve this issue for you. In your email be sure to include a brief description of the issues you are having, any event ID numbers you may have, and your contact information.
Thank you,
Kevin Krause
Sonylistens Team
I bought a brand new Fisher & Paykel washer and dryer at Lowe's. I purchased the extended warranty at the same time. The set had to be ordered. The set arrived about three weeks later. There was a smell in the dryer which continued to get worse especially on hot and longer cycles. A&E were contacted to set up an appointment for someone to check the dryer. From the first use of the dryer, I noticed broken lines running through the digital output on the window. There was also part of the lock outside the front panel between the panel and top of the machine.
The smell became so unbearable that I had ceased using the dryer and was sending my laundry out. I had discovered that mice were in my dryer due to some droppings following a time we were out of the country, and our pets were in a kennel. I suspected that was why my dryer was making me gag. That was why the digital output on the controls panel had broken lines. The mice were chewing on the insulation and wires.
The A&E technician came out yesterday. He smelled nothing and continued to deny there was any kind of smell. I turned the dryer on for him, he smelled nothing then he took the top off the dryer and just stood there spinning the drum for awhile. Eventually he jammed up the drum and it wouldn't unlock. I watched in horror as he pulled and shoved the drum. Finally he turned off the electricity, and the drum unjammed. He was fiddling with the controls. He didn't seem to know very much about a Fisher & Paykel dryer. He also didn't want to work with it. He kept insisting that he couldn't smell the odor while I'm standing by him smelling a pretty powerful odor. I insisted he take the bottom of the dryer off and check. He found dog food. Then he insisted that I was smelling burnt dog food.
He kept telling me that he could repair the mother board. I told him the mother board was not the priority. However, chewed wires and insulation were a fire hazard. I told him I needed to have the machine replaced as I couldn't use it with odor inside that was actually smelling up the entire laundry area. It smelled like dead mouse and mouse urine.
His parting words were "I'll just report that you don't want the repair done then". What repair? The problem is not a mother board that has broken lines rather it is a dryer that needs to be replaced.
I can't remember ever dealing with such an incompetent repairman in my life. Training? I don't think he had training at all. His job was to lie to me by denying he smelled nothing and try to settle the issue with a new mother board.
Lowe's should find a better repair company. This one is absolutely awful.
a&e is a joke, they don't know what they are doing, they lie to you and then say they will hang up on you if you get pissed and raise your voice at all. they have come to my home 4 times to repair the same problem with my washer, the 1st time, was a no call, no show and then the other 3 times it was always something else wrong with it. then they where a no call, no show again yesterday and said it would be next week before they could come out, told them to cancel some ones else's appt and repair my washer and they said they couldn't do that, i would have to wait. after i saw all the other complaints about them, i know that it happens all the time. they need to be closed down. planning on contacting sears and the bbb this week.
There was a time when Sears sold appliances that were dependable and reliable. It was a pleasure to own an appliance sold by Sears since they were relatively problem free. If there was ever a problem, it was fixed right away. They would send out a Sears repair representative who would wear a Sears uniform with pride.
Sears has changed and not for the better. They sell appliances that are anything but reliable and they sub-contract their repairs to A&E Factory Service who doesn’t know the first thing about customer care. Evidently Sears doesn’t want to be associated with this outfit and I can’t blame them.
How unfortunate that a great name like Sears is no more.
I’ve had the worst experience attempting to get a dishwasher that is under warranty repaired or replaced for several months. Sears subs out repairs to A&E. A&E lies about scheduled appointments and the only thing they know how to do is frustrate you into oblivion so that you are so discouraged, you will stop bothering them.
I sincerely doubt that I will purchase anything from Sears again.
I completely agree with the comment above: "For your own sanity - DO NOT USE A & E FACTORY SERVICES...better yet don't buy anything from Sears or any other company that relies on this type of repair service.
You all need to stop crying like little self centered babies. Get over it people you live in an electronic age a cheaply made electronic age at that! Things are designed to break so that you have to buy new sooner! It may not be right but that's the reality whether you like it or not!Grow up! And if you have a window of 8-12am and are in the shower and don't answer the door its your fault that you don't know how to tell time.you must be available at all times in your window. Then if the tech is late it is because some one was in the shower or ran an errand and called in crying about how the tech didn't come when they expected so they demand the tech come back.Now the tech has to try and adjust all the people that don't want to be adjusted and who will probably post on here how life is not fair because they had to wait! Oh, the crime...Please people!
A&E "fixed" my washing machine last week. This was of course after they came the week before to figure out what part they needed to order. So they fixed the problem and off they went. We washed a load and went to take it out when done and the door was locked shut. It will not open. When the technician put the machine back together he caused something with the way the door locks to malfunction. Called right away to get them to come fix the problem they caused. They didn't have any appointments until over a week later. I said I don't want a regular service appointment, I want the appointment that happens right away to fix a problem you created. But there was no getting through to them. I figured out how open the door myself. I have to keep some of the covers off now in order to use it becasue the door gets locked shut everytime. Today the service tech called wanting to come out early. But I'm not taking more time off work to accomodate them. So I'll reschedule and play this game with them. BBB complaint filed. To be fair, I'm not mad at the technician. He didn't break my machine on purpose. The customer service is the issue.
Unfortunately the only service provider for Home Depot for appliances with warranties is A&E. They do not seem to care to provide good customer service. This is Panama City, FL. area that I am referring to. I have an LG refrigerator that's leaking and cannot have a tech. Until 6 more days. I talked with 4 people, only 1was downright rude, the other 3 were polite, but were "just doing their job".I have concluded that I will no longer purchase anything from Home Depot as long as they contract with A&E. There just has to be someone who cares for their customers!
I hope I can give you some hepful information today. A&E is a name bought by Sears from Montgomery Wards it means automotive and electronics. When Sears service nearly ruined themseves they renamed themselves to A&E. Please don't blame the service tech's for the scheduling . The front office overbooks them. Management puts too much of a work load on them, thus creating the delays. I don't work for Sears I know the buisness. So if you could muster up encouragement for your service tech i'm sure it'll go a long way. Good luck.
I've just had to postpone a Vascular Surgeon appointment (suspected blood clots) because I had an appointment with A&E for 8:00 a.m. It's now 3:00 p.m. (the time of my appointment) and they just called to say they were on their way. This is my second VERY bad experience with this so-called "service" company (the first was when my 2-year old freezer went out and the replacement was a major downgrade...). I waited over 2 weeks for this appointment and was able to reschedule my doctor appt. easier than getting this schlock group to show up. Now I find that Sears owns this bunch of yaahoos...if I'd wanted to deal with those jerks, I'd have bought a Kenmore. Buyers beware...don't purchase extended warranties that are covered by A&E...I'm going to Lowes tomorrow to demand my extended warranty be recended...my Whirlpool fridge didn't work from day one and it's been only a month since I got it.
Have been waiting 3 weeks for my 6 month old Whirlpool Gold Microwave to be repaired. tech was out on May 26 found the problem and said he would order the parts and they would be shipped to my home, 10 days later they had not arrived so I called A&E to find out when I could expect them, they said the had to track them and would call me back, they did not call back so I called them the next day and they said they were never order.They told me they had to send a new tech out to find out what parts were needed.He was to come three days later and never showed.After many calls to A&E and Whirlpool I have a new repair company coming out today June15, I see how this goes today.I will never deal with A&E or Whirlpool again.
2011-03-29 A@E has issues. I am now two weeks into a repair for my dryer (Whirlpool). The services stinks. I have read all of the complaints and my complaint is basically the same. The tech came out on a Thursday and stated he needed to order a part and he will be back on Monday when it arrives. The tech called on Monday to find out if the part had arrived. He call my cell and I was not home so I didn't know if the part had arrived or not. By the time I got home 15 minutes later he was gone before 5 mind you. The service call was scheduled between 1-5. The part arrived 30 minutes later. He told my son that he would be back the next day to install the parts. Anyone that has dealt with this company knows that it did not happen. I called twice to the company and the reps that I spoke to assured me that it would be taken care of. I called the tech the same day and he assured me that he could take care of the problem today. (DID NOT) I called the company Wednesday morning and ofcourse my appointment was change to Thursday between 8-12. All it took was someone to say that it was not going to happen until Thursday. We could have fixed it ourself but it is under warranty. I was about to extend my warranty but that will not happen. Paying a company for horrible service. And the company I bought my washer and dryer from will not get my business anymore either. What a terrible experience. (Nashville, TN)
Worst service organization I have ever used, and the absolute worst customer service I have ever received. It took them over two weeks to be able to make the first service appointment for me. I can handle that as I was asking for a weekend appt due to my work schedule. The technician was supposed to show up between 8-12, but i got a call at 11 saying that all tech's were calling in sick and no one was in my area to come by. THEY asked to reschedule and due to my work requirements offered to have the tech come by after 4pm on a Wednesday. When I got home at 3:50 I found a card on my porch saying the tech had stopped by already, and would only be in my area until 3:30! How can that be when he wasn't even scheduled to be there until after 4?! When I call they try to blame Sears for the scheduling error, but it was their own company who set up the 2nd appt. After a 15 minute call that went no where I told the call center gal on the other line to put me through to a supervisor or manager. She replied that one would have to call me back in 15 minutes. It is now 2 days later and I have not received a call yet. I will never use this piece of crap organization for anything. I would call them 2nd rate but that would be giving them to much credit. If Sears continues to use them to handle service calls on their warranties I will never buy anything from Sears again. I like Sears, but A&E is crap. I hope their competitors find this review and if they do they have my permission to use my quotes in competitve marketing in the hopes that other individuals can be saved the worste service experience of their lives. It has now been over a month and my service repair has not been completed. Completely unacceptable for a product under warranty.
This company cannot keep appointment and then spam my cellphone every day for 15 days (as of today). When I called them to ask them to stop calling me, I couldn't get anyone to talk to me.
I scheduled a service with this company to fix our Whirlpool washer. The appointment was set for a Friday from 1 - 5 pm. Having a toddler at home who constantly wants to go out, I called them on that Friday morning trying to get a more precise time frame when the the technician can come. The lady I spoke to said she didn't know but she can ask the scheduling center to call me. I didn't get any call from them until after 1 pm when they called and left a voicemail that they won't come. They asked me to call back to reschedule. I called back but couldn't get to speak with anyone. I went ahead and scheduled an appointment with another company and had my washer fixed two days later.
But here comes the worst - A&E Factory Service started calling my cellphone every day for 15 days (as of today). If I pick up the phone it's an auto message asking me to call them back. If I call back, I'm put on hold forever. If I don't pick up the phone, they leave me an auto voicemail, which has filled up my voicemail box now.
This is definitely the most horrible service ever. Stay away from A&E Factory Service if you want to maintain your sanity.