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I have been trying for around 3 months to get my Amana gas range repaired - it is 4 years old, it simply does not work. I have had 5 attempted visits by an [protected]@E authorized technician:
1) Around March 15th, 2007, the first technician could not diagnose the problem, and could not put the oven back together; my wife had to show him how to insert screws, and another appt. was rescheduled.
2) The second technician (around May 10th), installed a new control panel but the problem still was not corrected (oven does not work). Another appt. was rescheduled.
3) The third technician came out (around June 5th) and said (again) that the control panel had to be replaced, even though it was brand new. He lost 2 screws trying to put it back together, and said "they were not important."
4) On June 23rd, the fourth technician came out and diagnosed the igniter as the problem. He attempted to install a new one, but after trying to install it, he realized he was trying to install the wrong part. Yet another rescheduled appt.
5) On June 30th, the technician never showed up. I called A#E, and they said my appt. was for between 1pm - 5pm that day.
I had witnessed on the prior visit the technician enter his into his computer a time of 8am - 12pm, and he also verbally confirmed that time. I dealt with Brandon at [protected]. He had no sympathy and said that I was wrong; he essentially kept saying "too bad" in tone - not verbally - to all my questions. He said that in order to check for a rescheduling, he would have to cancel that day's appt. I said no, just check what is available - he said "no." That meant I may have to wait another week or two just to see what is available. I asked him to put a rush on this days service - he said "no- they will come when they come." I asked for a manager; he said no one was there. I asked for his name (Brandon) and he refused to give his last name or his work ID number. I kept on insisting for a manager and he kept refusing. He finally said he could schedule someone to call me back with no guarantee of when that would be. I said that was unacceptable. As I kept on insisting for either a rush on the appt, or to speak with a manager, he hung up on me. The service provided by A&E, from the start, has been the worst example of customer service I have ever experienced for any product in my life. I am 45 years old.
I absolutely agree with you. I have had to take three days off work so far to get my one-year old Fischel & Paykel washer fixed. The first two times no one showed up from A&E even though THEY made the appointment and told ME when to be there. The second day when they hadn't arrived by noon I called. I was told I was the second appointment that afternoon. No one showed. THEN they finally came on the third visit. The technician spoke broken English and was here no more than 5 minutes. He told me my washer's drain pump had corroded. NO, I told him, the water would be all over. It would not spin. Needless to say, he said he would order the part for me which would be delivered to my house in three days by UPS. My husband is my UPS man. The A&E guy told me he was making an appointment for me on the fourth day. We are STILL waiting for that part, two weeks ago. However, the store where we bought the washer heard my repairman nightmare and replaced the machine with a brand-new one. A&E doesn't know that, though. There was never a followup call to (1) ask if the part ever came in, (2) to confirm that fourth appointment, (3) to check on our satisfaction.
I too have been trying to get my Fischer Paykel washer repaired for the last 2 months by the crack tag team of Sears/A&E Appliance Repair. Various technicians have been to my home 5 times this go-around (the washer is just over a year old and this is the second breakdown). They have replaced the same control board 3 times only to have it blow out 10 seconds after installation, plus numerous other parts. Sears repair has spent over $1, 000.00 in parts alone trying to repair a washer worth less than half that amount. My family and I have grown accustomed to washing our laundry at the laundromat and drying them at home. I'm more forunate than most that I don't have to lose time from work for every scheduled repair (2 of which were no-shows), so I intend to keep them coming back for the 2 years remaining on my warranty. I gave up on the washer, I'm just pressing a point now.
I couldn't agree more. My frontload Kenmore washer has been broken for two months. Sears repair services have been to my house five times and each time they have ordered parts. First they said it was a pulley, next time it was a new motor and now they say it needs new bearings and tub. Every time they order a new part it takes a week to get here as well as a week to schedule them to come out. Monday they sent yet another repairman out only to tell me that the last repairman did not even order all the parts needed to fix it. I am so fed up with them that I started crying. Their customer service dept. could care less. How do these idiot's stay in business? I told them I wouldn't need their services any longer. I called someone else to come look at it and they would not touch it since Sears had already tried to fix it and did not want to be responsible in case Sears had messed it up. This washer is only two years old! I wish there was something I could do but I don't know what to do next. I think it might be time to stand in their parking lot with a huge sign that reads "Sears appliances are CRAP!" or go into the store and tell everyone trying to buy an appliance my story. I have never been so frustrated!
I just had a nightmare experience with A&E where they sent the first technician to "diagnose" the problem with my fridge and then he ordered parts (sent to my house) and I made a follow up appointment for the repair. They called me last night to say I needed to reschedule because they were waiting on parts. I said what are you talking about? You sent the parts to my house and I have them. The Cus. Svc. rep said OK then lets schedule. I told him that I already have an appointment for tomorrow (today) and I took off work to be there so I need to keep that appointment. I must have told the guy on the phone 20 times (no exaggeration) that I had the parts and wanted to keep my original appointment. He says OK the appointment is set. So this morning while I'm in the shower I get another automated call saying that they need to reschedule my appointment. WHAT? I call again and the person on the phone says oh yes, we need to reschedule because we are waiting on parts. At this point I lost it. What kind of total incompetence is that? I told her I had the parts and that I had called last night and confirmed that I had the parts and so she looks and say oh yes, I see that in the computer but somehow you weren't scheduled. AGAIN, WHAT? This makes no sense so I say well I'm here and I want a technician to come and fix my fridge. Sorry they say, we don't have anyone to come. I asked to speak to a manager and asked him (Larry) what kind of business can't book a simple appointment? He had no answer for the screw up and no excuse and more importantly NO SOLUTION to my problem other than to schedule a new appointment. I told him absolutely not. I would not do business with a company that incompetent and they didn't even deserve to be in business. I called back Kitchen Aid and got another service company scheduled and after reading the posts above I'm glad! My thinking was that if they can't even schedule an appointment, how can they actually fix an appliance. Looks like I was right.
Ok here is my situation. My G&E Refrigerator started making some horrendous sounds like a growl. It started off softly and then go louder and louder and sometimes throughout the night. I called for a mechanic and the usual was said that the man would come out between 8 am and 5 pm. So I had to stay home ALL day. When he cam he diagnosed the problem as the "fan" part and that he would order it. Well the tech also said that he would be back on Thursday of that same week. I said fine and he left. I get a call on Tuesday that I have to make another appointment and await the delivery of the part. I argued that the tech said he would order it and bring it. This guy never told me that the part was coming in the mail. Well the part didn't arrive for nearly 5 days and we had to bear the loud noise for a week. I receive the part and call to schedule an appointment. They give me an appt. and when the day came it was past 12 noon and no reply. I called again and the A&E rep said the tech was at another job and he would call me, well now its 3 pm then 4 pm and I have stuff to do so I call again and the guy tells me he will call when he leaves the other job, well now its 5 pm and I have to leave. Well, he never came that day. Finally I am so mad I cal A&E again and they claim that there was no workorder for that day. Now I'm ticked off. I guess they realize that because they offered to send a tech the next day. (I had a drs appt that day), but I still said yes. Well we are leaving my Drs office and the tech calls. We told him where we were and could he please wait. He said he wasn't sure, well, to make a long story short, this guy knew what was happening and removed the huge piece of ice that was lodged i the back of the ice maker. We thought all was well until the next day when we had no ice. Now the family is getting upset...we have no ice so I had my retired marine husband call them. The tech was a new guy who had more experience, diagnosed the problem as the ice maker lever. He replaced it and we had to wait 10 hrs to have ice again. Man how many tech's does A&E need to screw in a light bulb!
In the same boat guys...poor service by A&E back in October when purchase of a new Whirlpool fridge turned out to be defective...recently the Whirlpool dishwasher purchased at the same time has proven defective...called Whirlpool...secheduled A&E tech for July 26 - did not show or call (call to company, "we overbooked for the day)...called Whirlpool..scheduled tech for July 31...tech shows up late, parts ordered, parts arrive via UPS...tech scheduled to install part on Aug 7...doesn't show or call...called Whirlpool...I say don't buy any Whirlpool product or any other that uses A&E for technical non-service...to date I have over 15 hours (including phone time) invested but no resolution to the problem...AND...do you know what, the technician lives less than two miles from me...I don't call that being neighborly