A&E Factory Service review: Ice maker repair. Order number: [protected]

Problem Description: The ICE maker stopped working. IE: no ice was being produced.

Refrigerator Model/SN: ZISB480DRI/VL03089

Contract number: [protected]

Owners: Roberta Hart Theodore Hart

Email address: [protected]@yahoo.com [protected]@sbcglobal.net

Phone number: [protected] [protected]

Address: 6703 Canyon Lake Dr, Frisco Texas 75036

Record of Events:

11/18/22: Reported problem through on line service: www.schedulerepair.com Order # [protected]

11/18/22: Repair scheduled for Tuesday, 11/22/22, between 8:00 AM – 5:00 PM. I had to cancel a personal meeting at 1:00 PM in order to accommodate the all-day service window.

11/22/22: Was notified at 5:07 PM that service technician was in route for the appointment schedule between 8:00 AM and 5:00 PM. Arrived at 5:50 PM (almost 1 hour outside the service window). Service Tech determined that the ice maker was not reparable. He ordered a new ice maker.

11/28/22: New ice maker unit arrived at owner’s residence. I connected to www.schedulerepair.com’ to schedule next visit to install the new ice maker. Was confirmed for: 11/30/22.

11/30/22: Waited all day, no show. I texted twice to reminder the tech to be here by 5:00 PM. I sent two more texts, no response, so my last text was to reschedule. I initiated a new support request myself

12/8/22: Service tech arrived, replaced the ice maker. Departed from the premise without testing to ensure the unit was operating properly. Owner checked the next morning to find that no ice had been produced

12/9/22: Called Customer service. I selected options from the voice message system: 1 -1 -6 and was connected to an actual person. I informed Customer Service that the new ice maker was not working and that the service tech needed to return immediately to finish the job. Customer Support rep was extremely belligerent. She would not let me talk to a supervisor and told me I had to schedule another service visit. This response was totally unacceptable, any reputable organization would have scheduled an emergency repair to correct the ‘botched job’. I did schedule another repair for 12/20/22. Several days later I did receive a called from a supervisor named ‘Jack’ who apologized but gave me no priority on for a return visit to complete the repair.

12/20/22. A full 10 days after the repair job was botched, the service tech returned a third time. This visit was to fix the problem that was left unsolved on 12/8/22. On approx. 12/22 I received a call from supervisor Gary who also apologized for all the problems.

12/22/22. I received notification that a service tech would arrive on this date to fix the problem. This was the fourth scheduled visit from an A&E Tech Support. The 8:00 – 5:00 window came and went, and no one showed up.

12/23/22. A service tech finally arrived. The service tech arrived and worked on the ice maker; this was the fifth scheduled visit. After approx. 1 hour, he proclaimed the problem fixed and assured me I would have no further problems and departed. I checked early the next morning to find that no ice had been created, PROBLEM WAS NOT RESOLVED. I was informed that my next appointment would be 12/30/22 but I requested and was granted 12/29/22.Service was reschedule for 12/29

12/29/22. The service tech did not show. No notice was given.

12/30/22. I called A&E customer support at 9:00 AM to obtain status and follow up. The customer support rep was very hard to understand, was very belligerent. She had a very hard time creating intelligible sentences and word pronunciation. I was assured that I would receive a call from A&E within 1-2 hours. I waited the remainder of the day, until 7:30 Pm, no call was received.

As of 1/3 the problem remains unresolved.

This type of service should never happen. Especially to a good customer who recently extended his service warranty four years, through 2/1/2027.

Ted Hart

[protected]