Kitchen Aid Repair by A&E Factory Service

A&E Factory Service

Northern California

Citrus Heights, CA

On March 30, 2007 I purchased a condominium that came fully equipped

with Kitchen Aid brand appliances included the refrigerator that is referenced

below. Beginning on July 25, I began

experiencing problems with device not holding temperature. After calling customer care and receiving

troubleshooting information I waited to request a service call. On July 27, after no improvement I called to

schedule an appointment. I was referred

to A&E Appliance (18007713029) who informed me that the soonest appointment

I could get was Tuesday, July 31, 2007. After waiting the four days for service I

encountered over $200 in food loss due to unsafe temperatures. My time window was 1-5. After leaving work half way through the day

unpaid to be present for my scheduled appointment I did not receive a telephone

call from the service technician until 5:15 P.M.

Upon inspecting the fridge from approximately 5:45 until

7:30 Chester,

the technician informed me that I would need to make an additional appointment

10 days from now. He also informed me

that I would have to accept delivery of the parts. This poses several problems for me. 1) I

work 60+ hours a week and arranging to be present to accept a package is a huge

burden. I requested that the package be

sent to his office/service location. He

said that this would not be possible.

2) I am unable to make a

realistic appointment do to unforeseen scheduling conflicts. The next possible time made available to me

was Friday, Aug. 10 which I knew would not work so I made an appointment on

Saturday, Aug. 11 from 8-12.

Ultimately, I am being asked to wait over 15 days without a

fridge that should not be having these problems in the first place. This is a $2000+ fridge that was purchased

than 6 months ago! What does your company

expect your customers to do? Where would

you like me to store my food? How much

do you expect your customers to be inconvenienced before you simply replace the

fridge? This whole process has been

extremely disappointing, frustrating, and costly. I would expect more from a well known brand

like Kitchen Aid.