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.
I filed a complaint with the BBB. I had an appointment today. I called several times today and was told a guy would be out. No one showed up and when I called back I was told I had to reschedule.
A&E is indeed a 'non-service' outfit of misfits.
I phoned Maytag directly at 1-800- 4Maytag to schedule service on our three year old, top of the line Maytag dishwasher. This appliance, in our view, should not have required repair service for a broken door latch with the appliance being only three years old.
In speaking with the Maytag representative, we discovered that Maytag no longer services its appliances, since they were purchased by Whirlpool. The Maytag representative furnished us with a repair order number and told us that we could expect a repairman the following morning, between 8:00 AM and Noon.
We then called A&E to confirm the time provide by Maytag, and were told the repairman was scheduled between 1:00 PM and 5:00PM.
We next received a phone call from A&E, attempting to confirm reschedule service on a range which we don't even own. We returned the call to A&E to advise we did not have an appointment or the appliance they had called about, and attempted to re-confirm our original appointment. We were told by the A&E representative, that our appointment, based on their records, was four day later than we were originally told and had confirmed in our initial call.
Needless to say, the dishwasher repairman never showed, at the initial appointed time, and the day after service was initially scheduled, we received a call from A&E, attempting to schedule service for the following week.
Needless to say, we canceled the appointment with A&E and rescheduled service with a local appliance repair service company.
Do yourself a favor and save yourself the aggravation. Buy foreign next time!
I am soooo glad learning that there are so many people telling people not to use A&E! My story is no different than your stories. Every time they schedule you for at least another week. My washer is not worth of $400. However, the parts they ordered are about $500. I don't follow the logic that any company would order stuff more than what the machine is worth. As a manner of fact, they couldn't fix the machine after the first order then had to order another piece. Whenever I call in, I feel like I own them money big time. Today is the third time they suppose to come to fix the washer but the part is not here when they called. Around noon, the thing arrived then I called back trying to have a tech back to fix it. The call cent people don't give a crap what I am saying. Of course, the next schedule is about a week later.
DO NOT USE A&E! They are absolutely the worst company.
Thanks so much for the advice on contacting the manufacturer for another source! Duh! My call was routed to A&E through an original call to Sears.
Just a note...we had 2 service calls. My beef is with their administration of the calls and scheduling, not the repair personnel. The gentleman who repaired my dishwasher did a great job, but it was the people who cancelled the technician for my refrigerator who have caused me to make this post.
Appears to be yet another case of off-shore outsourcing causing a customer service nightmare!
I to have had a bad experience with A&E Factory Service. My Frigidaire frigerator, ice auger motor stopped working. A&E came out and said the motor was shorted out. Note: The motor would humm when the dispenser was pushed. They ordered a new motor, cost $118.96. Another service call to install the new motor, with a different tech. The tech installed new motor, and I ask for the old motor. Having tested the old motor, I found it was still working. I contacted A&E, and they sent out the tech that had instslled the new motor. I showed him the working motor, and he said, sometimes they freeze up, and then when they warm up, continue to work. I was refunded $65 of the total bill of $306.98. I have found that same motor, (NEW) for, from $47 to $86. I did not buy the extended warranty, and the motor went out 15 days after the 1 year warranty expaired. I have contacted the Frigidaire Company and they will do nothing about this. Buyer beware! The next time I am in need of repair, I will call my local repair man. At least he is fair and resonable. Don
shut up and quit crying you spoiled american
WORST PLACE EVER!
Three weeks after I got my dishwasher I called about a dent; I had just moved and didn't have a chance earlier to get it fixed. A&E sent a guy out to look at it to confirm that there was, indeed, a dent and he ordered a part. He said it would take a week to get the part, and when it arrived I should call the 800 number to schedule an appointment.
So the part comes 3 weeks later. During those 3 weeks, A&E called me to set up my appointment 6 times per day, every day. Breakfast, Lunch, Dinner, whenever. They even managed to fill up my answering machine space by themselves one day.
Finally, the part arrives and I schedule the appointment. They said it would be 2 weeks. They scheduled me for the last Saturday in August, 8-12.
That day they never showed up. I called at about 10 to 12 and asked what was going on. "You're appointment is next week, " she said. Hmmm... next week is September, and my appointment ws in August. I told her it was their mistake. Nope, she said, not our mistake, yours.
Well, that's just not true. I had an appointment, I kept it, they did not.
Regardless, I was set up for the following Saturday, 8-12. They call Friday to "confirm, " saying that by-the-way, the guy will probably not be there until 1 or 2. No, I told them, that doesn't work. I have an 8-12 window - is 4 hours not enough?!?!?!
So I complained and threatened to call the Better Business Bureau and to write letters to local and national papers berating their service. The guy shows up at 10. Funny how that works.
He was a nice guy, but boy did he have a lot of bad things to say about A&E, including that every day there are at least 2 appointments that don't get met on time because of over-booking. He also said he's had a problem with every bi-monthly paycheck he's ever gotten in 2 years working there, but anyway...
So he gets here and the part is damaged, of course. He says he'll speed order me a part and it'll be here by Tues or Wed. The part comes Thurs. He also said if I schedule the appointment for Fri, it's more likely the guy will be on time.
So today is Fri and I skipped work this morning to be here for the service guy. He says he'll be here around 1, and there's nothing they can do about it. In the meantime, I get paid hourly so from 9-whenever he gets here I am not at work, not being paid. I have to leave at 12 to go back to work because I told them I'd be here.
This has got to be the worst company in the history of consumerism. I will not ever use them again for anything. I will not recommend them and I plan to leave messages on any board and with any consumer advocate I can find.
PLEASE, IF YOU HAVEN'T ALREADY, DO NOT USE THIS COMPANY!
Consumers must ban together against this kind of business practice to let them know it is unacceptable and WE WILL NOT HAVE IT!
Have had them come out (NJ) 3 times... took 11 appointments as they would seemingly always cancel and not call to cancel...just not show up and when you call they sey they couldn't get someone.
Issue is my Jenn-Air oven which at time of purchase I didn't know was under Maytag...my bad.
1 year warranty on service: 2 appointments in one year and they just replaced 2 different parts. That didn't affect the problem: unit would shut off in middle of any electrical usage.
Now it's > 1 yr and no service warranty and my oven hasn't been working yet...This was $1800 and A&E if correctly diagnosed would have gotten me right part or new oven...but no...they don't keep appointments and don't know how to diagnose.
Maytag is about the worst company I can think of for doing this.. they cheapen Jenn-Air, Kitchenaid, etc. and have no service of their own...they farm out to these unqualified, poorly run companies and still charge us top dollar.
I will not buy a Maytag product again and will not try to use A&E again.
Correction... Formatted incorrectly:
So weigh these options:
A&E | Local service guy (not all apply)
$20-$30, 000 in stock | Lucky to have 1, 000 in stock on truck
Tech Support via Phone | FIgures it out as he/she goes
Laptop Processing | Nothing/books
Computer Printed Receipt | Hand written SO's (hope he can add or doesnt over charge you intentionally)
Professional 24hr Phone Reps | Cell phone... Answers when he/she feels like it.
Tech Mgr's on call | Charges and does what he feels like at the time...
Tech Approx 2-3, 000 SO's/yr | avg 1, 200/yr
oh yea...
Process driven | again, what he/she feels like that day
wwhhhaaaaaaa... A&E Factory Service couldn't fix my machine right away...
No one states the fact that each tech carries approx 25-30 Thousand dollars in parts... 8 out of 10 calls are completed in the same day as the original service... No body seems to mention that certain areas are more rural, hence the 6-10 days before initial service or they live in a VERY demanding area that is extremely seasonal.
Nobody mentions all the good service that was provided... EVERYONE can complain ... but nobody can COMPLIMENT.
Its ashame that you might actually have to wait for the MANUFACTURER to ship the parts... A&E pays for 3-day UPS Select Shipments... Whirlpool/Maytag, GE, Frigidaire, Fisher & Pykel, Samsung, LG, or another other company or sub brand CANNOT pack and ship the thousands of part orders they recieve in a day.
I have met several techs... Not one of them is unprofessional. Yea, everyone has good and bad days... Who doesn't?!? I have seen some VERY rare incidents where the tech gets very frustrated and walks out of homes or gives up because no matter what they say or the lengths he/she does for that customer, the customer wont believe/appriciate them or refuses to understand the matter from the techs point of view.
The manufacturers all use A&E because they are one of the few FACTORY trained technicians left... They are also the largest company with the most truck stock available...
so if you are one of the MILLIONS of satisfied customers... please post your compliments... if not, stop bashing the company because you had 1 possibly 2 bad experiences.
So weigh these options:
A&E | Local service guy (not all apply)
$20-$30, 000 in stock Lucky to have 1, 000 in stock on truck
Tech Support via Phone FIgures it out as he/she goes
Laptop Processing
Computer Printed Receipt Hand written SO's (hope he can add or doesnt over charge you intentionally)
Professional 24hr Phone Reps Cell phone... Answers when he/she feels like it.
Tech Mgr's on call Charges and does what he feels like at the time...
Tech Approx 2-3, 000 SO's/yr avg 1, 200/yr
Again, not all local service companies are like this... but the volume of services calls generated by poor unexperienced local service is VERY high.
:)
Completely agree. I have a kitchen full of brand new KitchenAid appliances and they use A&E to service their product. Every appliance--cooktop, microwave, dishwasher and frig needed repair and half still do. It's been months and A&E can't/won't tell me when parts will be shipped. They actually refused to let me speak with a manager today! STay away from both KitchenAid/Whirlpool and their Service provider A&E.
My service on a Kenmore washer was GREAT! The serviceman even showed me how to fix it next time. Sorry you got a dud!
I was going to give them a try for some air conditioning work, but I first checked them out on the Better Business Bureau web site. As soon as I saw the UNSATISFACTORY rating I looked elsewhere. Save yourself some future grief and check out any vendor you're thinking of hiring with the BBB first. It's free!
On June 12, 2008 I called HSA my home warranty to put in a claim for my "extra large whirlpool front loader" the machine was giving me a code for the pump not draining. They gave me A&E's phone number to come out and fix it. Of course they don't have anything open for a week so I am schedule for June 19th between 1 -5 pm. They tell me someone will call the night before to confirm the appointment; of course I did not receive the call. Thursday June 19, 2008 I get a call at 4:53pm from the service technician saying he has one stop to make then he will be out. At 5:35pm he shows up and replaces the pump and starts the washer, it adds water and the drum is turning good news "not". After he put everything in his little hand dandy computer and I pay him my deductible. He leaves and I start gathering laundry thinking I was finally getting to do it. Well I was upstairs and hear this beeping noise I did not want to hear. It is the machine giving me the same problem and code. I immediately call the guy on his cell phone "thanks to caller ID" and let him know it did it again (I caught him before he hit the highway to go home). He comes back a few minutes later and says well the only part it might (key word MIGHT) be is the switch so he replaces it and leaves, tells me to call him and let him know if it worked or not. Well I sort laundry and put Spray-N-Wash on what need it, low and behold it started beeping again! I call him and he tells me there is only one other part it can be but will have to order it. He says he will call me tomorrow and let me. Friday comes around and no call. Monday June 23, I called A&E to find out what is going on, well the technician did not put in the order or that he came back and replaced the switch in his computer or that it needed another part. So I called HSA and talked to Kim, told her the story and why I was on the phone she is typing away at an email to the higher ups. Her boss then contacts A&E, well come the 25th comes around and a technician shows up to look at my stove (I had put in a complaint about it) when he was done with that I asked about my washer. I told him the story; he says that there are no notes that the guy replaced the switch or ordered any parts. So he takes a look at it, he says it is the computer program component. He said he would put in a order for it and left. (he is new to A&E but has worked at Sears) He came back out on the 26th shows up at my house with no notice! Say the service order only said that the machine was not working. So, why he is here I call Kim at HSA and talk with her, I tell her they can order the part but it will take 10days to get here. She couldn't believe that there is No communication between dispatchers and technicians. She in turns sends EVERYONE possible and email and puts in there for some to call me with the possible of doing a cash out. 30 mins later I get a call, this lady tells me that they can either order the part or give me 312.00 as a cash out. I was shocked, I told her that the machine costs over a 1000.00. She said we can only give you what the part would cost us because we can order it. I said fine order the part, I ask her can she request the part be expressed shipped up here, she said I will put it in the email to A&E. I asked her to tell them to call me when they ordered the part. Also asked about a loaner and being reimbursed for having to go to the laundry mat to wash my clothes of course the answer was no. I have a household of 5 - 3 teenagers. I didn't receive a call, so on Monday today June 30th, I called A&E to find out the status, he tells me it was ordered on Friday the 27th, but not express because it was not an emergency item. Go figure. I called and left a message for Kim to call me. My husband this last weekend looked up the part we needed and also called Sears and they have 2 in stock for 218.00.
I will try and post an update when the part comes in or I should say if it does.
From Eagle River Alaska
The technicians have no competent professional knowledge to fix appliances.
The representatives keep giving wrong information.
Before you get an extended warranty for any appliance, make certain it will not be A&E doing the service. Be forwarned! A&E has to be the worst service oriented business in the United States and they are contributing heartily in reducing the US to a third world country.
I too have had major problems with Whirlpool and A&E. I have a Whirlpool duet washer. I had problems the first year. It is now 5 years old and have been waiting over 2 weeks for A&E to repair it. I have had 3 techs out. They can't seem to find the problem and are just ordering and replacing parts hoping to find the problem. Everytime I call A&E I get a different rep who never shows what transpired during the previous conversation (how convenient) I too was told a part was ordered and shipped then it wasn't. They always say the same thing: I feel your frustration, I'm sorry and is there anything esle we can do? Yeah, fix my damn washer. I had a supervisor promise me she would call back the same day with some answers. Of course she did not call! Whirlpool is another story. They would not budge. I also got the same sympathy. If whirlpool was so sympathetic they would have overnighted the $4.00 part I was waiting for. They did tell me it was in stock. If companies are going to produce such high tech appliances they should atleast train techs to repair them. To spend $900 on a "disposable" appliance is unheard of.
Same as all the others. A&E doesn't keep their appointment. A&E doesn't fix the problem. A&E ignores the client. A&E doesn't care. Why do the manufacturers use A&E?
I just had a technician leave my home. I called for a dryer repair. There was a lightening strike close to the house and the dryer went out. I told him upon arival it was probably the fuse, knowing well that it was a $10. part. + the $65. trip charge. I was ok paying $75. or $85. for the repair.
So it ended up being exactly that, Labor $167. part $44.05 What a freeking racket! It cost 50% of a new $400. dryer to replace a fuse which probably would have taken all of 30 minutes.
Shame shame shame... and this is the company Sears outsources their business too... Screw Sears too!
TO UPPER LEVEL CORPORATE PEOPLE, THIS KIND OF TREATMENT CAN NOT GO ON, YOUR REPUTATION IS AT STEAK. I WANT TO HEAR FROM A CORPORATE HEADQUATERS CUSTIMOER STAISFACTION PERSON IN THE OFFICE OF THE CEO. I HAVE BEEN IN CONTACT WITH OUR LOCAL AND NATIONAL TV PEOPLE 20/20, 60 MINUTES/ETC. I AM SO DIHARTENED THAT YOUR REPRESENTATIVES AT EVERY LEVEL ARE SO INEPT IN FOLLOWING UP AND RESPONDING TO OUR NEEDS. SHAME ON YOU SUCH A LARGE COMPANY WITH SO LITTLE REGARD TO TO WORKING MANS NEEDS THROUGH OUR PAID IN FULL CONTRACTS FOR SERVICE S RENDERED. I AWAIT A RESPONCE IN REGARD TO A DIRECT CONTACT PHONE NUMBER TO YOUR CORPORATE OFFICE CEO.
Deception! I called, tech arrived in 3 days. I was told it was a $64. service fee to even show up. I explained the part needed, very simple latch to a front loader washer door. The Tech arrives two hours late, searches in his truck for one hour looking for a part he shows on record that he has. Then he notices that I have written the fee of $64.on my product card and advises me that the person I chatted with did not disclose the full additional fees.
After being unable to locate a portion of the part needed, he hands me a bill for $200., and advises me he must collect 1/2 of the bill to submit a request for the part and will be back in 5 days or so when it comes in. After a discussion of how unethical this business practice is, I paid him the $64.00 to get rid of him. He was very nice in regards to the fact that he was embarrased the company did not disclose the full fees and that it happened to him all the time.
My question is this, with all of these complaints, how are they still in business? I personally found them through the "Whirlpool" Service search online.
Beware! I plan to contact them also.
I ordered the part personally over the phone from Sears and we plan to try to repair it ourselves.
I had the worst experience with a&e factory service. My washer was leaking after only having it for 1 month and the store I purchased it from directed me to a&e. Once a VERY RUDE technican came to my home he informed me that it was because of the hose and if he is to replace it the cost would be $230. I declinded the service since it wasn't a part of the warranty and 2 minutes later he was out the door. Now 3 months after the service call I received a bill for $65 for a trip charge and under the comments it states "customer refused to pay trip charge." I was floored by this bill and called a&e to fix this problem. After 4 different transfers I reached a "Supervisor" that said she understood my concern but they would not remove the charge. I let her know that I did not set this visit and from what I understood this is all under warranty and I should have never received any type of invoice. Since the purchasing store set the visit I asked the Supervior to please hold while I connect them and we can get to the bottom of this problem. From there the a&e Rep said she would not hold and then she hung up the phone. I felt very used and not appreciated as a customer. I ADVISE EVERYONE TO NEVER USE THIS COMPANY - THEY CAN'T GET AWAY WITH SUCH HORRIBLE SERVICE. You would be very suprised how many 'Mom and Pop" places in your area will cover your warranty. They need the support much more than these large companies and they appreciate you as a customer.. just my 2 cents.
You people are really insane. You think because you buy a washer or a dryer that you are supposed to be treated like gods. You bought an appliance mostly likely without researching and probably didn't read the manual. Service Companys service thousands of people a day. We are not your servants and we can not carry every part for every machine on our trucks. Get over yourselves!
I agree. Thier service SUCKS. I absolutely will never use them again as their employees are IDIOTS! No one can transfer a call without cutting you off. They can't read. Even their managers are ###s.
NEVER, EVER USE A&E FACTORY SERVICE. I am writing a letter to GE Warranty to tell them what happened. After 2 weeks, my freezer is still not fixed. I am getting my warranty money back and getting my own repairman.
I HATE A&E!
This has to be the worst company in the WORLD. Six service calls were scheduled and only 1 was kept - the second one. The gentleman that arrived for call number 2 was able to find the problem and ordered the parts but I could never get anyone to come back and complete the repair. After the last schedule appointment was a 'no show' I gave up and found a company called Mr. Appliance - they are nation wide and KEEP THEIR APPOINTMENTS!
For your own sanity - DO NOT USE A & E FACTORY SERVICES!
Worst customer service ever. Will not use them again.
I bought a brand new Maytag dishwasher, delivered on May 26,2007. I had the A&E service techs. come out to my home 7 times or more. The service techs no not believe me when I tell them what is wrong. I had problems with the dishwasher door, dirty dishes in dishwater. Had the techs. come out several time for this. One of the techs said I need a new door. When the part came it was the computer parts of the dishwasher. Shortly after that, another tech. came. He said he didn't have to use the computer board, but I told him to put it in anyway. What could I do with a new computer board. When a tech. came out, because the soap dispenser wouldn't open. When he had the door opened, he showed me that the dispenser was O.K. I told him when the door is shut, with the detergent in it, I have had to open the dishwasher, and manually open the soap dispenser.
These service techs, are rude, don't believe me and are just plain stupid.
Joyce
A&E is the worst company I have ever delt with. 3 weeks now and still no repair to my washing machine! Absolutely rude service. No wonder Sears is in the shape it's in since they own this company. Never purchase Whirlpool - this is your only avenue for service. I did not purchase whirlpool - top of the line Maytag - guess that repair man died - whirlpool took over and this is what we get. Three trips and they still can't fix it - was promised a call ahead after taking 2 days off work to wait for an incompetant repairman. A call was received - 20 minutes after he left. I was only 8 miles from home and there in 15 minutes - nothing they can do he's gone for the day- he could not have been 5 minutes away but would not call him back. Horrible company and I will complain to the top of Sears. Would not provide a supervisor's number nor would they have them call me. Never agree to service that will be provided by this company - do not purchase service agreement from anyone that uses them!
THIS IS NOT A COMPLAINT BUT A COMPLIMENT TO A&E SERVICE REPRESENTATIVE HERMAN FOX AN AIR CONDITIONER REPAIRMAN. HE WAS VERY KNOWLEDGEABLE ANE EFFICIENT. HE REPAIRED THE AIR CONDITIONER WHICH THE LOCAL"CHATTANOOGA GE REPAIRMAN COULD NOT FIX. I WAS VERY DISAPPOINTED IN THE GE REPAIRMAN AS IT WAS VERY EVIDENT THAT HE DID NOT KNOW WHAT HE WAS DOING. THANKS HERMAN
I have a magic chef dryer and i have waiting for a month to get it fixed.I have had trouble with it starting i will push the botton to start it and nothing i have had three different service techs tell four different things that was wrong with it so beening the trusting person i am i thought they knew what they were doing and let them fix what they said was wrong well i am still having problems with it at first they fix the little thing that heats the dryer then the wheels that turn the tub and the belt and told me it was fixed i went to do laundry the next day and again could not start the dryer so i called A&E back and told them i was having the same problem the dryer not starting they send another tech out to look at my dryer and he told my the a gel that is in the dryer was getting cold and freezing I live in California we don't get real cold here so i called Maytag to complain about the service and five minutes later A&E called and set up another app with a senior tech he came out and told me the motor was going out that was a month ago and everytime i call to find out out where my parts are they tell me the parts have not left the wear house yet i have a family of five here and have to go to the launromat every other day to dry clothes i am very unhappy with the service i and been getting with A&E i feel like they are jacking me around i will never tell family freinds or neighbors to use them and i will never buy any other appilances that have A&E as a repair service.I am very unhappy with them and hope once my dryer is fixed i never have to deal with them again.
I called Maytag when i was having trouble with my Magic Chef dryer.I was having trouble starting it when i would push the botton the dryer was not start up right away it could take hours to get it going so they called A&E factory service to set up an appointment for me they came out i told them and showed them what was happening and they said it four different things none of which was true.I had three different techs tell me different things that was wrong they changed everything in the dryer except my problem so i called Maytag back and filed a complaint and got a phone call from A&E five minutes later telling my they were going to send a senior tech out to check my dryer come to find out the motor was going out.Well i have been waiting for one month to get it fixed they keep pushing my appointtment back more and more.Every time i call the say the parts have not left the wear house yet and when they do it will take five to ten working day to get to my house.I have never had other techs have to order parts for other things i have had fixed they always carry the stuff with them in their vans or trucks i am very unhappy with the service i have been reciveing with A&E and will never tell family friends of neighbors to use them. If they ask me about the service i got i will tell them it sucked you have to wait for ever to the parts you need.I have to go to the launromat to dry clothes everyother day so my three kids and husband will have clean dry clothes to out on. The next time i need to buy a washer or dryer i will make sure i ask who they use as a repair service if the say A&E i will look some place else until i find one who dose not use them they suck and i am very unhappy with them.
DON'T GO WITH A&E! They say they'll be there between 8-12, but never call or show up! They are simply a "dispatch" company that has tech's working all over the nation. For all you know, you're tech is still sleeping when he should be repairing your machine! THEY SUCK AND MAYTAG SHOULD NOT USE THEM...IT REFLECTS POORLY UPON THEM AS A COMPANY!
I called Whirlpool regarding my Oven break down on Nov. 20th, 2007 and was referred to this "horrible service" A&E manufacturing factory services. The setup appointment for the following date, the Technician arrived and of course from 5 hour time frame. Technician id# 0804815, he never check anything excepts that this need to be replaced a new board. The Whirlpool Oven board cost me $417.00 so I agreed to replace a new board.
After the new board was installed but it still not working so the Technician said I need to replace a display as well. The display cost $146 and I agreed for him to order new display, he supposed to come back on Wed, Nov. 22nd to install. He charged the board, display and of course labor for totlal $818 to fix my Whirlpool oven.
I called service center and they said that the display won't be delivery until next week but the display arrived on Nov. 22nd so I have to call someone come to install for me so I can use my oven on Thansgiving. I want A&E to refund a remaining money they owned me on labor charge and return the board the Technician took with him. I know there was nothing wrong with the board as well as the technician.
I called them total 5 times but they never call me back or transfer me to customer service and demanded to speak with Manager so they just simply hung up on me or put me on hold for 30 minutes each time. Everytime I called to speak with different people and all they said that they were behind so I will need to leave message and someone will call back from 12 to 24 hours. I was patienly wait for them 24 hour and called back and all they said that I need to leave message again for 2 week from Nov. 20th, 2007.
I can't believed why Whirlpool using this guy for their authorized Manufacturing service. Please do not use A&E for your service and I'll never deal with A&E manufacturing service.
This is a terrible service that I've dealt with.
I called Whirlpool 800# to have service company come out and install a new piece of glass on my oven door as the glass on mine was cracked. They routed me to A&E Factory Service. I scheduled my service call the day before Thanksgiving, in time to repair the defect. Once I scheduled the call I then saw all these repostings about discontent with A&E' service. I then called A&E Factory Service direct and told them that I wanted to make sure they brought the glass to repair the door out with them for this service call. On Wednesday, November 21st the Service Technician, Ian showed up with no glass. I was charged $55.00 for his showing up (service charge), seeing that yes the glass was broken. I just got off the phone with Whirlpool (Ashley employee #3742) and they could not help at all. All they said that it was my problem to fix with A&E Factory Service. I would not but another Whirlpool item or ever use A&E Factory Service again! This has been a very poor experience. These two companies know nothing about Customer Service! I would strongly recommend that if you have to get service on your Whirlpool item, do not use A&E Factory Service.
BAD SERVICE/LIES ABOUT ISSUES/TO MANY EXCUSES!
A&E Factory Service Just cancelled my Third Appointment for a Newer Kitchen Aid Oven purchased at Lowes; an oven that has already been out of action for one month due to a prior service call. On each occasion they offered an excuse and then cordially agreed to assure me of another service one week or more later. What adds insult to injury however is that on each occasion, after waiting in my home, they wait until end of day to cancel the appointment!
Calling Whirlpool Customer Service to voice my concern over the no-shows hasn't helped either. For example, after the second no-show, they arranged a priority #1 service appointment directly with A&E Service -- this service was also cancelled like the others. I’m still without an oven, and the problem hasn’t even been diagnosed, part ordered, and return visit scheduled…
I shudder at the thought of thinking this, but could it be the savings benefit to Whirlpool of not servicing the appliance that is actually driving the poor service, or is A&E just as bad as everyone has indicated?
Comments and suggestions welcome!
Here are some results of my horrible contacts with A&E FACTORY SERVICE: Lies, deceptions, full incompetence, unprofessionalism, rude, disrespectful attitude. From October 08 to OCT 17 they could not change oven igniter, could not find what part number needed even with help of computer, they could not find where they sent the part. On Oct 17 I had to cancel A&E next appointment. It took 2 hours for technician from different service company to arrive to me and another 15 min to install igniter. I will never ever deal with A&E FACTORY SERVICE.
PEOPLE IN GENERAL SHOULD NOT GET MAD AT THE POOR PEOPLE WHO ANSWER THE PHONES. THEY HAVE NO IDEA WHAT IS GOING ON, AND THEIR JUST THEIR TO HELP. PEOPLE WHO JUST YELL AT THE REP. REALLY THINK THEIR GOING SOMEWHERE, OKAY REALITY CHECK, WHO IS GOING TO WANT TO HELP SOMEONE WHO IS YELLING OF THE TOP OF THEIR LUNGS AND CURSING AT THEM FOR SOMEHING THAT THEY HAVE NO CLUE ABOUT. IT IS NOT THEIR FAULT, AND THE TECH IS DOING HIS JOB AS WELL. ITS NOT THE COMPANIES FAULT ABOUT THE SERVICE, THEY GET THEIR PARTS FROM THE MANUFACTURER AND IF ITS ON BACKORDER, OR ITS NOT AVAILABLE, THEN DEAL WITH IT, AND IF YOU DON'T LIKE IT THEN OH WELL.
Im a appliance tech and here is what you do. There has to be a factory trained appliance store in your area that are able to do warranty repairs call one of then and you more then likly will get a human on the phone to set up your service call. Also about the four hour window that is normal. The thing with that is we have three or four jobs in the morning and three or four more in the afternoon and we have no idea how long the job is going to take us to complete so we can not give exact times when we will be there. I hope this helps you
I have had a similar horrible experience with A&E Factory Service related to the service of my Kitchen Aid microwave which is under a service contract with KitchenAid.
My story is so similar to this and others, even to the part about my speaking to a tech to reschedule(twice)-outright lie! Like this complaining is going to mean something!