A & E Factory Service

Last year we purchased an electric range from HHGregg and purhased an extended warranty with it. This year, about a month before Thanksgiving (and over 1 year since purchase) one of the burner elements quit working. Since it was out of the factory warranty and into the extended warranty from the store, we were directed to use A & E Factory Service.

They kept their first appointment with no problem (the tech called before showing up and he showed up as promised.) Of course, the extent of that service was the tech confirming that the burner didn't work, telling me he doesn't carry the necessary parts.

I scheduled my first appointment about a week before Thanksgiving after making arrangments (my wife and I both work weekdays, and A&E has virtually no service outside of "banker's hours".) About halfway through the day, we received a call that their tech had called off sick that day, so our appointment was cancelled. The next appointment was after Thanksgiving (one less burner for the biggest meal of the year).

The second appointment was scheduled for between Thanksgiving and Christmas on a Monday. Of course, after we were told Monday, they called our answering machine the Saturday prior - while we were gone of course - trying to confirm we were going to be home. Of course, since it was a completely different day, we weren't home. When we called back, they of coure couldn't get us "worked in" on the day they told us, so we had to reschedule - again!

The day after Christmas - spent the whole day home because that was ou next scheduled appointment. I even called A&E at noon to confirm we had service coming - and I was told enthusiastically that we were still sheduled - #10 of 11 total and the tech was at #6. About one hour later, we received our cancellation call (a third day wasted). I Googled "A&E Factory Service" attempting to find their address and I was shocked when the first two pages of returns were all COMPLAINTS about A & E. While it's nice to know in one respect that I'm not alone, it is sad to think that any of us are in this group. Why is A&E still utilized by Sears, HHGregg and a host of other companies when they perform so poorly?