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On Oct. 6 I scheduled an appointment for repairs to my 3 yr. old GE washer and 4 yr. old GE refrigerator, under GE's extended warranty service which is now handled by Assurant Solutions, part of Assurant Inc.
Assurant Solutions scheduled repairs to be done on 10/13 by A&E factory service.
I waited 1 week for an A&E service person who, in fact, did not arrive on 10/13. He had apparently been scheduled to come with A&E's refrigerator repairman on 10/15.
The servicemen on 11/15 said that I needed a motor part for the washer and after they'd installed a new icemaker, told me that 3 parts had to be ordered for the fridge. I was scheduled for those repairs to be done today, 10/23.
The repairman came today and the part that was sent for the washer did not resolve the problem so another part had to be ordered. Only part of the fridge parts had been sent so more had to be ordered.
Please note that the repairmen have all been extremely pleasant and courteous.
I was told to make an appointment for yet another service call! I have been without a washer for almost 3 weeks because of the ineptness of Assurant Solutions and A&E Factory Service, not to mention the very poor quality of the GE products.
I will never buy another GE product nor a warranty by Assurant Solutions. A&E Repairs is another very poorly managed company that I have no use for.
This is 2010. We can map the human genome. GE and Assurant are both on the NYSE. Why can these companies not provide simple services?!
The complaint has been investigated and resolved to the customer’s satisfaction.
DO NOT PURCHASE GE appliances. They are nothing but aggravation. I purchased all new GE appliances when we built our house 5 years ago. The refrigerator was broken and 8 visits later from the service tech finally resolved the issue after I had researched the issue myself and found the part that needed to be replaced. The refrigerator froze all of the food in the refrigerator portion of the refrigerator several times. This left me with an empty refrigerator more than once. Several parts later the refrigerator is now operating.
The refrigerator was finally working the washing machine then ceased working. 3 trips from the approved GE service technician and a flooded laundry room (3 times) and a month and a half later the washing machine under a 10 year warranty was finally replaced. When the washing machine was replaced it was replaced with another washing machine of comparable value with a 1 yr. warranty. When I asked how this could be that I purchased a washing machine that had a 10 year warranty and now I am only receiving one with a 1 year warranty, I was told that there was nothing that could be done and that is how they operate now. I purchased the washer because it had a 10 year warranty. GE must have been losing money because their products do not last longer than a year.
Six months later the refrigerator ice maker has ceased working and the replacement washing machine is not working at all. As a matter of fact it runs and runs and runs and doesn't do anything. It won't fill with water and the timer is stuck on 8 mins.
Several hours of frustration and I still have no resolution. I spoke with a manager, Mrs. Adams, today after sitting on hold for 30 minutes, who was of no assistance whatsoever. She basically pulled the phone away from her ear and was not listening to me at all. At one point I even stopped talking and said “HELLO!”. She informed me that I am not being patient enough and allowing them enough time to work on the issue. I called Friday morning at 9:45 AM received a call back from the authorized service technician who says "Oh it’s you again!" in a disgusted tone. As if this is my fault that the washer is broken. He says "I'll call GE and hangs up the phone". He did not say I will call GE and get back to you. I never heard from him all day Friday or all weekend or all day Monday.
At 4:50 PM I received a survey call in regards to the call I had placed. What kind of stupidity is this? 5 PM EST I called GE back to find out what was going on, since I haven’t heard anything since Friday morning at 10:20 AM. After speaking to one representative and explaining the situation he says "Please hold". Ten minutes went by and another representative finally picks up and says they have no record of me ever calling and want all of my information all over again. "ARE YOU KIDDING ME!" After stating I had the authorization number I was told that they did have a record of it and that they needed to contact the authorized service technician. They got an answering machine and left him a message. "BIG DEAL!". I was told that there was nothing that could be done because the technician has accepted the authorization code and that I would have to wait for him to contact me back. Each time you call the GE number you are asked for your phone number and to confirm your name and address. I have confirmed my information with GE 8 times in the last two days. This couldn't be any more annoying. I just want the washing machine fixed! At this point I don't even want to think about dealing with the refrigerator. I do not have the time to sit around or be able to take off from work to wait for a service technician that gives you a window of 8:30 AM - 5:00 PM and then says I have to order a part and I'll be back in two weeks when the part comes in.
The kicker of it all is that GE has their own service representatives but they do not service my zip code but they do service 2 minutes down the road from me. Instead they use a service technician that is forty minutes away and he doesn’t even want to service the machine.
I will never purchase another GE appliance and I will make damn sure that everyone I am acquainted with knows that their products are terrible and that their customer service is beyond pathetic.
Dear cauliflower,
My name is Scott and I'm with A&E Solutions. I'm so sorry to hear your experience with A&E was such a disappointing and frustrating one. This is not normally how our service calls are handled and I know we have caused you some inconvenience and let you down. Our goal is always to exceed your expectations and make the repair process easier to get through; it's never easy to be without major appliances. We'd like to help. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the appliances are listed under and we will contact you directly. In addition please include your screen name (cauliflower) in your email so we can reference to your posting.
Thank you,
Scott J.
A&E Cares
I read your comments, GE has their service people. You can request serivice company called A&E Factory Service, its third party repair company. They are professional and technician are very knowledgeable and very nice. They know what they are doing compared with other service company.
I read your comments as I was searching for a solution to my own washing machine problems. I had a brand-new front-load washer that I had installed last week. The first two loads ran fine (warm) but as soon as I switched to cold water, nothing happened. Instead, the machine beeped.
I called the GE technical line on a Thursday evening and my call was answered without me even being placed on hold. The person who answered ran through a few diagnostic things with me (disconnect power and water, etc.). When we could not solve the problem in about 5 minutes, she suggested I schedule a service call. She gave me the 800 number to call. I am located in CT, and she said they had GE technicians in the area.
I hung up from talking to her and called the 800 number. At the same time, I was sitting at the computer at the GE website and noticed that I could schedule an appointment online. I hung up and clicked on the website. They had a simple form to explain the problem and provide my contact information. Then I was given the available service times for the next month. Luckily, there were times available for the next day (the Friday of Memorial Day weekend). I chose the 1-5 PM slot (others were available).
The next day, the technician called to say he was on his way. He arrived during his scheduled time, quickly diagnosed the problem (our fault!), and fixed it. No charge. The washer works fine now.
I was afraid of the service I would get with GE, but was pleasantly surprised. A call to customer service connected me to someone speaking English in the US, I was able to easily schedule a service appointment, the technician arrived on time and was professional and helpful. And now, I can do laundry.