A&E Factory Services — terrible customer repair service!
We purchased a maytag microwave and in less than 4 months the unit failed. I called maytag for repair as it was under warranty. I was directed to a&e services. They sent a technician out and he diagnosed the problem and said he needed to order parts and would return for a repair visit. We did get the parts in a timely manner and the he came back out for the repair. After replacing multiple parts the unit still didn't work. The tech couldn't figure out the problem. He had to call someone for help. He then discovered he completely misdiagnosed the problem and replaced perfectly good parts with parts we didn't need. He said needed to order more parts. I knew from the start this person wasn't qualified to fix this unit. Some how he completely over looked the real problem which was the wiring was up against the motor and it fired all the wires.
Maytag apparently didn't construct the unit properly (Don't buy maytag).
I called a&e and asked that for the next visit would they send a new tech who has more knowledge in this type of repair. Customer service said they would note that on my file but couldn't promise anything. I have taken 3 afternoons of my time to sit at home and wait for a&e to show up. I do not have this time to waste while they send unqualified technicians. Not to mention we have been without a microwave going on 4 weeks.
I asked how I could verify i'd get a different technician. I wanted to speak to a supervisor since the general customer service reps have no concern with customer satisfaction. They just don't care. I was told there are no phone numbers for supervisors and there was no one I could call. The customer service rep had absolutely no concern for my problem. A&e gets paid for all their visits so making multiple visits is of no concern for them.
Any company that has no way for a customer to escalate a problem or talk to someone in a higher position to do something is not a company I wish to do business with. It's unfortunate that appliance companies have outsourced they repair service to a&e factory services. It reflects poorly on the appliance company as well. Based on my dealings with maytag and a&e over this service we will never purchase a maytag product again.
The repair person is due to come this sat. I can only hope that once and for all this unit will get repaired.
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