Repair of built in KitchenAid Refrigerator

* Fridge stopped operating.

* Called KitchenAid on Friday April 21st.

* Technician from A&E Factory Services visited on Saturday April 22nd. Parts ordered and next visit scheduled for May 3rd.

* Parts arrived.

* May 3rd - call received at 11am stating that there had been a routing problem and only one technician assigned. The job requires two people. Need to reschedule.

* Rescheduled to May 8th.

* May 8th - call received at 4:30pm stating that the technician had been overbooked. Would need to reschedule.

* My husband stated that he did not want to reschedule. He called customer service and asked to speak to a manager. Advised that a manager would call him back.

* No return call received. Instead, a message was left on the home phone stating that the job had been rescheduled to May 10th.

* Organized for our cleaner to wait for technician. No show.

* Called KitchenAid on May 11th to ask for assistance with this situation. I was advised that another repairer could be assigned but I would lose the $212 deposit. The best they could do was give me $150 as recompense. Since I did not want to lose any more money, I decided to stay with A&E.

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Received a call from Christina (supervisor at A&E) on May 11.

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I described the above events to her.

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She agrees that the service has been unacceptable so far and reschedules the job for May 19th between 8am and 11am.

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She logs in the case notes that this job is not to be rescheduled and tells me that she has included it in the manager notes.

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On May 19th, I receive a call from the technician at 11:30am stating that he has 4 jobs still outstanding for the day and will not be able to get around to me. He tells me that my job will be rescheduled to the next day, May 20th. I express my frustration however, I state that I agree as long as he can commit to being at my house physically at 8am. He agrees saying that there has been no other jobs scheduled for May 20th and even if he gets another job, he would make mine the priority.

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I call A&E to express my annoyance and confirm that the technician will be at my house by 8am. Customer service calls the routing department and they reprioritized the job such that it would still get done on May 19th.

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The technician calls me back to say that he has received new instructions from the routing department and that he would get to my job today but it would not happen until 5pm. I agreed.

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At 6pm, I call A&E because the technician still has not shown. They advise me that the job had been rescheduled to May 20th between 8am and 12noon because the technician had called me and I had not answered. This cannot be possible since I sat next to the phone ALL day to ensure that we would get the job done that day. I ask to speak to a supervisor and Diana stated that she was the supervisor. I told her my situation and she confirmed that she would be letting the tech manager know.

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At 9pm on May 19th, I receive a call stating that my job has been rescheduled to the afternoon. The ETA is 2:32pm on May 20th.

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I called at 8:20am on May 20th to confirm that the job was still scheduled for the afternoon. The customer service representative agreed that the ETA is still listed as 2:32pm.

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No one had arrived by 3pm on May 20th so my husband called A&E who advised him that the job had been routed incorrectly and a second technician had not been assigned. Consequently, the job would have to be rescheduled yet again.

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He spoke with Lisa who is one of the managers. She confirmed that the job would be rescheduled to Monday May 22nd. My husband stated that he wanted the technicians to be physically at the house by 8am and she agreed.

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The fridge was finally fixed on Tuesday May 23rd.

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I have posted a note to KitchenAid on their website detailing this appalling service.

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