A&E Factory Service — unsatisfactory service department
Recently we called Kitchen Aid for service on a dishwasher where we were diverted to call A&E Factory Service for an appointment. All seemed to be going well, we were able to get an appointment within 2 days of the call and the representative was pleasant on the phone. Come the day of the appointment was when all confidence with this company was lost. A 9 hour time block was given for the appointment. After sitting patiently waiting for 8hours and 45 minutes with no call from A&E or no show from a representative, we called for a status at which time were informed that the man was running behind and would not be able to make the appointment. Again, we called for the status, A&E did not call us. They rescheduled for the next day, again giving a 9 hour time slot. The technician showed up, spent about 10 minutes in the house and said he had to order a part, when the part comes in I would need to call and reschedule the appointment ( the part should take 7-10 business days to arrive)Oh and before he left he made it clear that payment was due. Ok, part came in and here we go again with the appointments. Was given another appointment and again no show or call from the technician. And what was worse about the situation was that A&E had no regards for my valuable time. They continued to give me time blocks of 9 hours with no apology for any of the inconveniences.
I have worked in service departments for several years and I am currently working in a service department. Obviously, this company does not value the customer or the service it provides to the customers, or incidents such as mine would not have occurred. It is time for this company to take a look at redeveloping its CUSTOMER service department. The poor service from this company has a negative affect on Kitchen Aid as well, I have made a former complaint with the President and CEO of Kitchen Aid so they are aware of how horrible their contracted service department is and I intend to inform all that I know of the lack of SERVICE that comes from the A&E Service Department. An educated consumer is the best consumer and I wish that I was educated on the Kitchen Aid service department before the purchase was made, but since I wasn't I will make sure that those that I care about are aware of it.