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Sears A"e Factory Service / very poor service!

1 United States Review updated:

I have been without a washing machine for 64 days and counting! A & E Factory Service, a company owned by Sears, has been absolutely non-responsive and lack any form of client care and assume no responsibility for their lack of organization and incompetent technicians. They just don’t care and I wonder how the employees of this company can sleep at night knowing they are frustrating consumers that buy warranties for their appliances.

My saga with A&E Factory Service began on September 21, 2006 when I called for service repair on my Whirlpool Duet washing machine. It was fairly obvious that the water was not draining and therefore the machine would not spin. Okay so I obtain an appointment 2 weeks out for October 5th, sometime between 8 am and 12 pm. My wife is not happy but she is pliable and we now must shuffle our three loads a day to the Laundromat. At the time of setting up the appointment, I provided A&E Factory Service with two telephone numbers to contact me.

On October 4th, I receive a call that the service rep must move my call to the 12 pm - 5pm slot. Okay, thanks for the call.

October 5th arrives and I get a call around 10:15 a.m. Unfortunately I am on the telephone and cannot respond to my cell telephone fast enough. One minute late I call the last incoming number and get the A& E recorded menu. I failed to work my way through the menu but assumed they were calling to indicate they are on the way. At 12:30 pm I decide to call A&E Factory Service and they tell me the technician called but there was no answer so my appointment was canceled. What?!

Now they cannot see me until October 21, a Saturday, between 8 am to 12 pm. “Okay, please tell the technician I am here and to leave a message if I do not pick up in five rings.”

October 21 arrives and the A & E tech calls to say that now he cannot arrive until at least 2 pm. Okay, I am home already, sure, it’s Saturday. When he arrives, finally, he runs the diagnostics and asks if I use HE detergent. Well of course, see the bottle? He is kind enough to clean the machine and then indicates we need a new control panel. At the time he is ordering the control panel he indicates that when the parts arrive we are to call A & E Factory Service and they will have a tech out within few days to install the part

Two day later the part arrives. I call A& E Factory Service and they say. “ am sorry but the soonest we can be out is November 10th.” What?! So we call Whirlpool direct and they somehow get the date moved up to November 3rd.

November 3rdh arrives and the technician from A & E Factory Service arrives and runs the diagnostics and in bewilderment asks why a control panel was ordered, we have a bad water pump. And besides that, when a control panel is ordered a motherboard must ordered also. Oh by the way your control panel is fine. But just in case, I will order a new control panel, motherboard and pump. And oh, by the way, do you use HE detergent? Now the parts will be here in two days and according to the on-line calendar the first time we have open is Thursday November 16. But call when the parts arrive call the Call center for A&E Factory Service and they will will fit you in sooner. The parts arrive and I call. They cannot fit me in sooner.

I called Whirlpool again. This time however Whirlpool had no pull with A&E Factory Service All were at the mercy of A&E Factory Service incompetence.

November 16th arrives, my wife is ecstatic. We have six piles of laundry in the hallway. The A & E Factory Service tech arrives, runs the diagnostics and then installs the parts. Guess what, washer no worky again! The tech is baffled, he runs the diagnostics, makes a few calls and indicates that there is only one part left to change. “Gee it must be the “Switch”. Let me order that part and it will arrive within two business days. Now the first open calendar date is November 30th. But call when the part arrives and A & E Factory Service will work you in sooner... if there is a cancellation elsewhere.” What?! I call Whirlpool, they say their hands are tied again, “We are so sorry, the A&E technicians should not replacing parts like that” I ask, how about a new washer?” They reply, “ Sorry, all other avenues must first be exhausted.”

Okay the story will continue. I am anxiously awaiting November 30th. In the interim I am on a first name basis with all the other people that use the Laundromat and it only costs me $13 a visit plus an hour and a half of my day.

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Comments

  • Jc
      30th of Mar, 2007
    0 Votes

    Wow, I wonder if the only folks that go the the trouble to post service reviews here are only the ones that have had problems. I came on the board this afternoon to post a positive comment on A&E and found this highly negative thread.

    I called Sears' computer voice yesterday, Thurs, afternoon and was scheduled a visit for this morning. I had no idea it would be an A&E repairman until he showed up.

    I had fiddled with troubleshooting the problem in advance so had a pretty good idea what it was and wasn't. He worked on the washer for about an hour and a half, mostly trying to get it to work in some cycles (so my wife could wash some clothes) while waiting for the parts which wouldn't arrive until Tues.

    While brainstorming the problem he must have gotten the impression that I could order and replace the suspected bad parts myself (which I could) and he volunteered that that's what I should do. He said if I bought the parts through them they would likely cost 50% (markup) more than I could get them for online (repairclinic.com) and that he would have to charge the "book rate" for labor which was much more than a simple hourly rate. Doing this myself will save me about $300!

    And on top of it he said he would not charge me the $65 for his initial visit! I said that it was the least I could do for his time and costs in diagnosing the problem. He wouldn't allow it!

    Frankly, I really feel guilty that he came out and spent 1 1/2 hours and wouldn't let me pay him anything.

    You can be sure next time I have any appliance repair issues, they'll be my first call. I'm even going to look into the appliance service contract he mentioned they sell. I've really got to find a way to pay them back.

    Maybe they're going out of their way to make up for the bad reputation gained in the past (mentioned fully above). They sure worked for me!

  • Je
      6th of May, 2007
    0 Votes

    I have a similar saga, concerning a Whirlpool Duet high-end front load washer. A & E Factory Service is the worst repair service I have ever encountered.

  • Se
      19th of Jun, 2007
    0 Votes

    A & E Factory Service... Oh, Lord! If only I'd known they were affiliated with that evil entity, Sears and Roebuck Co. prior to purchasing the extended warranty!! My fault for not researching ahead of time, right? Also my fault for operating under the assumption that when the repairman came to my house, he would actually FIX the problem.

    This is probably a typical story. Ten day wait for the original visit by a diagnostician to check out the problem with our Maytag front-loading washer. Another week to await the arrival of the parts and the repairman. So, to this point we are without a washer for seventeen days.

    Seventeen days later the A & E goober shows up, spends fifteen minutes "fixing" the problem, leaves... and the washing machine, once we try to use it, still doesn't work. This is not ten minutes later, so I call their call center.

    "Can you get Frank (the repair guy) to turn around and come back?" I plead.

    "No, he has to get to his next service call," is the reply.

    "But he got to MY house early because one of his earlier jobs cancelled! Besides, he needs to fix MY problem before he starts moving down the list!"

    Nothing. No return. No return call. Just, nothing. Deafening silence.

    I call the call center. I scream, bellow, cajole.

    "We can schedule you for thirteen days from now. Would that be convenient?"

    No. The only thing that would be convenient now would be if someone from A & E slid under a gas truck and tasted his own blood!!!

    So, to sum up: "Arrrggghhh!

  • Db
      27th of Jun, 2007
    0 Votes

    I just phoned A&E to schedule the 6th return trip to 'fix' my Maytag Dryer. The process has taken over two months - and it is still not resolved. My worst service experience ever. I wish I would have done more research on the company before dealing with them. Unfortunately - the next person that reads this will probably also be similarly furious with them.

  • Du
      10th of Jul, 2007
    -1 Votes

    I have been dealing with a&e for 3 years. I have their extended warranties on all of my products, and have never had any problems with there service. May be you should not have bought some junk maytag. There just might be a reason that maytag went out of business and was later bought by whirlpool. Do some research before you go and buy junk, and then blame it on the repairman cause your an idiot.

  • Jo
      8th of Aug, 2007
    0 Votes

    I have to agree with the others that A & E Service is crap. I don't have an extended warranty through them but through Maytag and they are the service reps in my area. Unfortunately. Now My Maytag Neptune is a piece of junk I admit, 4th or 5 th MAJOR service call since I bought it. have replace every part in it but the drum and outer casing - TWICE!! A&E have been working the issue this time. The first time to get them out here took just 2 days. Came out, ordered parts. Then took 2 weeks to come out and put the parts in. Now during this time at least the washer worked, somewhat. 2 Technicians, 4 hours each and now guess what? Now the damn thing doesn't even turn on. The techs even left without telling us anything. We had to call the service center (HA) to find out they ordered the wrong parts in the first place and when I told them how they left their only response was " We're sorry they left without telling you". Such Crap. they won't be working on tech machine now though. Called my warranty people and told them what had happened and told them to find someone else to fix it. Immediately. A&E won't be fixing any thing for me any time soon.

  • St
      23rd of Aug, 2007
    0 Votes

    This all started on August 1, 2007. Our 3 year old Maytag side by side refrigerator/freezer just died. We called the number in our manuel & was transferred around until they gave me A & E. I was told no one could be out until August 6th. Had I known what I know now I would have kept that appoinment. So I called a local guy & he came out-$104.00 later, told us it was the compressor-still under warranty. So, back to A & E who now said Aug 10th. We told them we had already had someone who looked at our fridge & that we needed a new compressor. "Oh no, that's not how we do business". So, out they came on Aug 10th. Sure enough, we needed a compressor. "We will order the part & your next appointment will be Aug 22nd between 8-5". We will now be without a refrigerator for almost a month! The part shows up 3-4 days later & we call to see if we can move our appoinment up. We are now on the "cancellation list". Hubby takes off work on the 22nd & lo & behold-no one shows up from A & E. He called twice to find out the status of the serviceman & was told, "We will try to find out where he is". It is now 5:30 & I call to see what the problem is. I was told, "No one was scheduled to come out to your address. You never called to say the part was in".
    Of course we did!! Then they offer us NEXT Weds., Aug. 29. We have been buying 2-3 bags of ice everyday & are trying to keep some food in our cooler. By this time I was breathing fire & asked to speak with a supervisor. She did nothing & said she would have some 0ther manager in charge of the servicemen who don't show up call me tomorrow. Well, it is now 3pm PST & I have heard nothing! Oh, & on top of that they now say they cannot come to our home until next THURSDAY, Aug 30 between 1-5. Damn this company & damn Maytag. Oh, & to the guy above who says we are all idiots & should do our research-when I moved into my new home the appliances were already there. And by the way, who's the idiot when you don't know the difference between there & their or your & you're?

  • Jo
      30th of Aug, 2007
    0 Votes

    I agree with everything. This is the worst company I have used in my lifetime. The first trip the bone head ordered the wrong part. After a week, the second guy tried installing the wrong part, only to break the wire harness that runs through the whole machine. Week three, a pair of guys come, tell me that the whole thing is messed up and the will have to order two more parts. No calls for a week. No parts for a week. I call A&E only to have them tell me it is on back order for a month. Again no calls. I source the part myself, and rebook. Now, as I type this, 45 days later, I am waiting for my 8 - 12pm slot for service... did I mention that it is 3:08pm?

    I am calling everyone on the face of the earth and telling them this story, you should do the same. Call your appliance company, A&E management (not that they care), Best Buy, Sears, BBB and everything online.

  • De
      6th of Sep, 2007
    0 Votes

    Without a doubt, A & Eis the worst repair company that I have dealt with. They've been to my my home 9 times to make a repair to a refrigerator. Each time, I'm told that technical support says it can be fixed. What I suspect is that A & E has no interest in making a repair because they charge the product maker each time that they come out. I wonder if there is a Rule 23 class lawsuit out there that could get A& E attention. I will do some research and repost.

  • Pe
      11th of Sep, 2007
    0 Votes

    I am very unhappy with A&E. I had a repair man who came out to the house for a 2nd time. The Kitchen Aid that is only 3 1/2 years old which I had
    fixed July 25th so I thought. He was rude, told me
    I was making him nervous, made me cry and precedes
    to tell me he can't fine the problem. There is water in
    the floor pan that the washing machine sits on. I have
    spent $166.33 for nothing. I am very disappointmented about the treatment and rudness
    and the inability of repairman to fix the issues. Another unhappy customer. I will tell people not to
    use them ever.

  • Fa
      12th of Sep, 2007
    0 Votes
    Sears A & E Factory Service - Very bad service!
    United States

    My wife and I have had a terrible experience with Sears A & E Factory Service. We purchased a Maytag/Whirlpool washer & dryer in July 2007. In August 2007 a part from under the washer fell out. We called Maytag/Whirlpool and was offered service through Sears A & E factory Service, a national company. We had never dealt with this company so we didn't know their reputation.

    A technician came to our house on 08/23/07 and found a sound pad had fallen off. He ordered replacement sound pads and stated he had to come back. As he was leaving he scratched the panel of the washer with his screwdriver. He stated he will order a new panel and replace it when he returns.

    We weren't pleased, but at least they were willing to replace it. However, this is were the nightmare begins. The parts were sent to my house, the sound pads are small parts, but the box with the panel is 4' x 4' x 4'. It was left outside my house, even though we were home, and I had to carry it in and store it in my house until the next appointment on 09/04/07. This box was an annoyance as it blocked my foyer.

    The day of the 09/04/07 appointment comes and no one shows up. I call and find out the appointment was canceled, but no one told us. I took a day off from work to be home for the appointment. I reschedule for 09/10/07 and have to take another day off from work.

    I confirm this appointment the day before. The day of the 09/10/07 appointment comes and I get a call at 1:30 PM (the time of the appointment was 1 - 5 PM) telling me that they have no technician available in my area and they have to reschedule. They have no Saturday hours available as usual and thus want to reschedule for another week from 09/04/07.

    At this point I have taken 2 days off from work, have been inconvenienced by a large box in my foyer for over 2 weeks. They want to reschedule for 09/17/07. They again have no Saturday hours available.

    I cannot believe I have to take a 3rd day off from work !! I would never use this company again. Here comes the real funny part, no other service company that services Maytag/Whirlpool under the warranty will service this unit because it has been serviced by Sears A&E Factory Service and they cannot put the parts ordered by Sears A&E Factory Service on the machine. They would have to reorder the parts and come back to install them after they arrive...

  • Ma
      18th of Sep, 2007
    +1 Votes

    THIS WORST SERVICE I HAVE EVER EXPERIENCED!

    I'm not going to get into the whole thing about A & E, because I have wasted way too much energy on it already. I am going to say, though, that they are not a service oriented company at all!

    With many phone calls, a tech that didn't show up, different versions of why the tech didn't show up (basically I was LIED to), rude and with a total lack of knowledge with customer service helpers, and much, much more NEGATIVE things to say, I hope Sears realizes this is a direct reflection on them. With as many back comments I have read about A & E I have come to the realization that Sear DOESN'T CARE and the conclusion to NOT SHOP SEARS OR ANYONE WHO RECOMMENDS A & E.

  • Tr
      17th of Oct, 2007
    0 Votes

    I feel your pain, I am going through the same thing with my GE front load washer that is only a year and half old. Only I can't even get a tech out here... they keep canceling the morning of the appoint. Called GE ... they were incredibly rude. I will NEVER by GE again.

  • Al
      3rd of Nov, 2007
    +1 Votes

    10 weeks without a fridge and counting... My Jennair fridge died middle of August. I have been living ever since with a bar fridge. I am limited to Saturdays and have been on the A&E repair list ever since. Lie upon lie, I have had parts sitting here for 5 weeks- I even took a whole day off from work and it does not seem to make a difference.

    The fat slob of a technician - Louis Rivera knows the place and just leaves stickers downstairs saying he came by and no one was home- Even though I have been calling every 10 minutes... I am tired of this. Just going to ask for my money back on Monday and go elsewhere... If I had more time, I would take them to small claims court and get out of them whatever I can!

    Good luck to anyone who thinks about using them...

  • Ge
      15th of Nov, 2007
    +1 Votes

    We didn't have trouble with scheduling but A & E charged my father-in-law $430 to repair a circuit board in his refrigerator. I looked the part up online and it retails for $118. They charged him $198 (plus tax) for the part and $198 for 30 minutes of labor. These guys are rip off artists.

  • Jk
      15th of Nov, 2007
    +1 Votes

    I'm having the same basic problem everyone else is/has had. I'm completely depressed to read what is probably in store for my repair of a 3.5 yrs old Amana refrigerator. (I'm on my 3rd service call for the same repair.)

    My question: How does this company stay in business?
    And more importantly, isn't there somewhere we can call/write to get some real results?

    Obviously, complaining to the supervisors at A & E is like talking to a wall... they've heard this a thousand times, and don't give a hoot to do anything about it except say, "sorry."

    Is our only recourse to boycott products from Sears, Amana, Jenn-Aire, Kitchen Aid, Maytag, Whirlpool, GE and whatever other company falls under this umbrella?

  • Sa
      21st of Nov, 2007
    0 Votes

    I too have had trouble with the service.

  • Sa
      27th of Nov, 2007
    -1 Votes

    So I have worked for Sears Holdings for about four months now. After countless hours of listening to people yell, scream, call me names and so on, I decided to "google" the company I work for to see what people are saying. I have seen all sides of the service we provide and have had mixed emotions for the company I work for.

    First, I would like to state, the technicians do not drive 18-wheelers to your home. Why would you expect them to have every part for every appliance they repair? Not only that, but your manufacture has a contract with A&E Service and per that contract, the techs cannot pre-order parts. So if you have a problem call them. There have been some attempts at pre-screening service orders and ordering a part that they think might be the problem, but in most cases, the part does not arrive in time for service and the customer is still mad.

    Second, it is just an appliance! Why would you spend a fortune on something that is just washing clothes, or dishes? Hello! Computers and water/steam do not mix!! I am sick and tired of people ramming the cost of their appliance down my throat and then yell because the maid is going to have to wash dishes by hand. Come on! There are worse things in life to be upset about.

    Third, are you kidding me with leaving your 15-year-old daughter in the house to meet a stranger and let them in? Why would you even think that that would be ok?

    On the flip side, there are a lot of flaws in the system. The techs do run behind. They may get stuck on that first call and not be able to get out of the home. It happens! You are never promised a specific time for that reason. You also do have options. The manufactures do have other authorized service providers they can recommend for you. The manufacture can, in some cases, send you parts. Just hope you know exactly what is wrong, or you will have to wait anyway. A&E is not at fault because they order the part from them and it is on backorder. And stop asking "Are you sure that's the first available date?" Um... if it wasn't, I would have offered you a sooner date! Most importantly, it is a national company. If you used Billy Bob's repair service and had a bad experience, which would happen to some of their customers, I'm sure, you would have complaints lodged. It would be on a much smaller scale because they are a smaller company. Keep this in mind the next time you pick up the phone to yell. I know you work, so do I. I have two jobs, a husband and a kid. I know you are mad, but keep it professional.

  • Ri
      12th of Dec, 2007
    +1 Votes

    If you are an example of a service rep for Sears then I see why everyone is complaining. Your job is to help customers not do social commentary on their life style. If you are not up to the job you should not be doing it.

  • Je
      16th of Dec, 2007
    -1 Votes

    Sarah is right. She is up to the job and understands whats going on.Rita has no idea what she is taking about.In order to help customers you need to try to get them to under stand the problems of running service. Some people get so upset over a washer not working ,what do they do when they have a real problem.The techs and service reps are trying to help people get there things fixed and all the complaining just makes it harder. Sears and a&e try hard to keep there customers happy, some people just want to much.

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