Sears review: very poor service! 64

I am on week 5 without a working refrigerator. I bought a Maytag, so that I would not have this problem...
The first "authorized" company came out 6 times and still no fix. They replaced a a compressor and the evaporator on the third and fourth visits. On the fifth visit, said the compressor was bad again. Sixth time, the tech said there was a blockage in the system and that it could not be fixed. Called Maytag who routed me to multiple call centers and they finally told me that they had no notes and no awareness of the issue. At that point A&E was sent out and the repairman told me that the previous tech from the other company had not done the correct repairs (dryer appeared to be blocked) and the dryer should have been replaced with the first compressor. This caused the second compressor to fail. So tech, with me standing there, orders a compressor and dryer, then scheduled a return visit to install. Tech never showed and when I call the A&E number, they said I didn't call them and that no one was coming. Tried to explain the situation and that I did have an appt. scheduled, that parts had been here. She was very rude, told me if I didn't like their service, I could use someone else. When I replied that it was under warranty, she said that I should be happy with the service I was getting and that it often takes many visits to fix an appliance. She was not very nice and threaten to hang up on me. I never cursed or was rude to her, although I did tell her that I was very frustrated with the situation.

This is crazy. I can understand two or three visits to fix an appliance when parts have to be ordered, but 7 times and refrigerator tis still down. I paid over $2000 3 yrs ago. Things break down, but it should not take 8 or more visits to get it fixed or replaced. This can't be cost effective for anyone.

The Maytag washing machine in the place that we're renting broke. Since we have an absentee landlord (who is really great), we arrange most of the repairs ourselves. I called A&E factory service to take a look at the unit.

Now a first point that speaks well for A&E: their repairman showed up exactly on time. Moreover, he was very friendly/helpful and pointed out that the washer needed substantial repairs. Even more, he noted that the parts were still under warantee. He'd order them for us, and someone would come back next week to fix the unit.

Then the problems start. The next repair visit is rescheduled since the parts aren't going to come in on time. Then we find out that the parts are back-ordered with a ship date 2 weeks in the future. "OK, " I think. "Even with two kids I can deal for a couple weeks." (I know, I know, as a renter, I should've just gotten a new washer at this point, but I'm an optimist.)

After two weeks, the status of the parts switches to back-ordered with an unknown ship date. I talked to numerous people at A&E, all of whom were very friendly and helpful (again, a check mark for A&E's service in my opinion.) But none of them could give me any idea about the ship date for the parts.

After six weeks (and two trips to Philly to do laundry at my sister's house), I called Maytag directly to find out if they had the parts. Again, to A&E's credit, Maytag gave the same answer - the parts weren't available and their availability date was unknown.

At this point, we ordered a new washer.

Now the fun begins. A&E ships parts directly to the person who needs service. After getting the new washer, we didn't need/want those parts, so I kept trying to cancel future shipment of the back-ordered parts. This turns out to be hard to do (and I'm still not sure that they won't show up on our doorstep sometime in the future.)

Even worse, we paid up front for future service by A&E (I'm not sure why, but I assumed that this reflected a "deposit" on future work and was their policy.) It turns out that getting that deposit back is like pulling teeth. Although everyone that I've ever talked to at A&E has been very polite and helpful, none of them have been helpful enough to get my money back to me.

Of course, I'll probably just forward that bill on to my landlord. But since I'm a nice guy, I don't like to screw my landlord when I get screwed. It's a shame that A&E puts me in a position where I have to do so.

A&E doesn't seem to be staffed with rude and/or incompetent people. But things just aren't very smooth with them.

Sears service is the worst I've ever dealt with. It's been 4 weeks since our refrigerator has worked. The tech came out and didn't fully diagnose the problem so did not order all the right parts. He came out a week later and had to order more parts. The parts never arrived. Sears couldn't tell me where they were so ordered them again. The parts came and the guy was scheduled to come out 4 days later. He called that day to reschedule for the next day. I called to check and we weren't on the schedule. We were scheduled for 2 days later.

Now, I have 2 sets of parts at my house waiting to be put in. Ridiculous.

I have 3 kids less than 5 so it is important to have a refrigerator.

Sears is at fault. Their repair people should be more knowledgable. They should track packages and orders better. They should hire more people so you don't have to wait a long time for the person to come to your house. They should allow for emergency situations, which a refrigerator is.

I am tired of companies passing the buck on responsibility. If you bought their product or service agreement, it is their responsibility to make sure repairs are done right and in a timely manner.

Reading Sarah's opinions above, I guess I can see why Sears doesn't do a better job. If people answering the phones don't understand the gravity of a situation, they will do nothing to help. Certainly, screaming at these people like Sarah is wrong but Sarah wouldn't get so many angry people if Sears did the right things in the first place.

After this fiasco, no more Sears for me.

Sometime we are quick to criticize but slow to compliment our good service. I do not like the policy of A&E in scheduling the service between eight oclock and four oclock which keeps you tied up all day, however I can see that they can't tell you exactly what hour the repairman can be at your home. Now I would like of compliment the service of an A&E Serviceman HERMAN FOX. HERMAN IS A VERY KNOWLEDGEABLE AIRCONDITIONER SERVICEMAN. He repaired an airconditioner for me which was still under warramnty from GE. The GE repairman had failed to repair the unit and had said that it was unrepairable. Remember this is a new unit still under warranty. I sure would not recomment the GE Factory service in Chattanooga, Tn.

A&E is only payed a small amount to repair your washer by maytag/whirlpool.about 65 dollars. Its hard to give good customer service when you loose money on every call. You must have bought your washer from a place like Home Depo. If you had bought your washer from a company that has it own service you would be treated better. But hey buy from the cheapest place thats the american way.

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.

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.

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.

I too have had trouble with the service.

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?

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.

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...

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.

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.

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.

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.

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.

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?

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.

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.

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.

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!

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.

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!