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A&e Factory Service / Warranty Repair Maytag / deceptive business practices!

1 United States Review updated:

We have a Maytag refrigerator that is only two years old; it is under warranty so Maytag sent A&E Factory Service to fix it. On 22 June the technician determined there was a Freon leak, refill the line and told me to call [protected] if the unit stopped cooling again within 30 days. It took less than a week for the new Freon to leak out I scheduled another appointment for 6 July. They guy never came as scheduled. I called [protected] several times during the day and they said to stand by. By 6:00 PM I called to say we were no longer available and they said it appeared the technician never showed up for work and I would need to rescheduled. I asked them why they would not know a technician had not shown up for work by late afternoon. The earliest they could get me in was 20 July. On 20 July we waited all day. At 1:30 we called [protected] and they told us the technician had two appointments in front of us; they would text message him to call us. At 3:00 an A&E technician arrived at our neighbor's house. This is right next door bordering our property. We thought he had the wrong house but in fact our neighbor was getting service for a refrigerator. I called [protected] to tell them we had not heard from the technician. They said our appointment was scratched and I would have to reschedule.

I asked for a supervisor and got a woman named "Mary". I told Mary there was an A&E technician next door and that I actually spoke with him. She would not let this guy come to our house and said I had to wait until another opening (they only serve our area on Fridays). I told her no, I had already waited almost a month and they needed to meet their commitment. She said no. I asked her why they had not called me to cancel if they already knew I was scratched. Why did they wait until I called to tell me this??? Mary said management canceled and that was that. I told her I would take them to small claims court. Mary said "go ahead if you want to". I told her I did not want to, that the lousy service was forcing me into this. She said she was deleting me from the list of service calls and made reference she was hanging up. Mary then told me to "have a nice day". The A&E technician was at our neighbor's for approximately 15--20 minutes and left. It is apparent that A&E picks and chooses their service calls based on costs to Maytag, Sears and A&E. So now I have to file a suit in small claims court. It will be interesting to hear why they could go right next door but not my place.

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Comments

Mr
  10th of Aug, 2007
+1 Votes

I am an ex Maytag factory service techinican. I now work for A&E service and am as frustrated with the system as you are. Please contact Whirlpool corporate (they now own Maytag) and let them know the bad service A&E is providing you. I believe this is the only way the service issues may change. I encounter the routing problems everyday. They don't inform customers of routing changes, the customers get mad at the technicians, and the technicians have no control of this. This company is very poorly managed.

Br
  21st of Aug, 2007
0 Votes

I have a Maytag fridge 13 months old. One day, the control panel started flashing and the ice dispenser door started flapping open and closed. I called Maytag. They told me it was a known issue covered by recall and would be covered. They dispatched A&E and said it would take 10 days. I called A&E after 6 days just to confirm they had the appt and to make sure they understood the problem so that they could fix it in one trip (it's tough living out of a cooler). A&E said that the work order would be customer paid and not covered by warranty. I had to call Maytag and have them call back A&E and then call back A&E. Then I asked A&E if they understood the problem and they said they were just told to diagnose the problem. So, back to Maytag to tell them to tell A&E that the problem was known, part of an official recall and didn't need to be diagnosed. Nope, Maytag refused and will not ship parts even though they know the problem and what part fixes it. They want me to wait 10 days for a diagnosis then order a part that will take another 10 days (it's out of stock at Maytag but readily available on appliance parts web sites). The Maytag warranty is worthless. Who can live without their Fridge for a month. It's my opionion that Maytag wants you to get so discouraged at the time it takes to resolve issues that you'll just go and pay to have the problem fixed out of your own pocket. I will never buy a Maytag, Whirlpool or Kenmore appliance again for the rest of my life. It looks like another american industry has been driven into the dirt and we'll soon be forced to buy foreign to get any degree of quality and service. Sad, really sad. The Maytag man is Dead!

Bruce from Parker, CO.

Ta
  5th of Sep, 2007
0 Votes

I am having the same problem with my Maytag fridge just started yesterday. now it is shut down. I bought it in May 06. I am so frustrated because Maytag warranty contractors hands are tied. even though it is a "known problem" the contractors say they have to come out and "diagnose". They should be able to know what to do given it is a known problem. very frustrated and will not buy another maytag ever!

Ma
  7th of Feb, 2008
0 Votes

This is a common problem with the capacitors on the IC board in the back of the fridge. For full instructions on what the problem is and how to fix, check out: www.liny.net/MaytagIce2O.htm. It worked for me. I fixed it myself.

The Kenmore Elite with the french doors, freezer on the bottom, ice and water in the door is the same fridge as the Maytag and has the same problem.

Ki
  4th of Jul, 2008
0 Votes

I had a A & E service tech here in June to fix my front load Maytag washer. He told me it was the seal around the door. He ordered the part and came to repair it on the 26th of June. Well here it is the 4th of July and it is leaking again. I called A & E and they told me that no one can come out till. This coming Tuesday. To fix it.
I told them i wanted to speak to a suppervisor he told me that he was one. I told him that this needs to be fixed today. He told me that they come out to my area on Saturday's Tuesday's and Wednesday. I told him that they should send a repair man out here on Saturday. He said sorry we are all booked up and can't get there until Tuesday the 9th of July. In my eyes that is not what i think should have put me on for Saturday. I am not happy at all with A & E Services. Service my Butt.

Mi
  13th of Apr, 2011
0 Votes

I bought a Frigidaire Affinity front load washer & dryer and the washer displayed an error code, so I had an apt. for a tech to come out today between 8am and noon. A&E waited until 11:00 to call and tell me they didn't have a tech available until Friday, 2 days from now! I am PISSED, they could have called me earlier! But I see from all the complaints that this is how they normally do business. I called Frigidaire to make a complaint and was informed they discharged A&E from their contract due to similar incidents. Wonder if Maytag should follow their example! I'm sending complaints about A&E to everyone!

Ch
  28th of Apr, 2011
0 Votes

I have a Maytag dishwasher purchased in 2001. Two months ago, it hissed, sizzled, and snapped, then gave off an obnoxious burning odor. Called Maytag and they won't do anything about it. I have burn marks all over the inside of the dishwasher to prove that there was some sort of fire. I am getting no where with these people and it really is making me upset. I'm retired, have a bad hip, and have a quadraplegic husband to take care of. Never again will I buy Maytag.

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