A & E Factory Service

We called for warranty repair service on April 21, for our new Whirlpool Duet front loading washer, by calling the Whirlpool Customer Service number. It was apparently answered by A&E's call center; an appointment was scheduled for April 26th. When the technician arrived, he determined that an electronic component had failed, a part needed to be ordered, the part would be shipped to the house, and that we would need to call back A&E when it arrived, to schedule a new appointment. In a few days the part arrived, and we called A&E. An appointment was given to us for Saturday, May 5th, from 8 AM to 5 PM.

On Saturday, around 3:00 PM, we started to get a little anxious, especially since we had pre-paid $50 event tickets for later in the evening. We called A&E and were informed that the serviceman was coming later in the afternoon (since it was already "later" in the afternoon, we found the comment less than reassuring). Just after 5 PM, we called again; we were informed that the serviceman was still on another appointment, but he was coming. When asked why nobody had called to let us know, A&E couldn't give an answer, but did offer to have the serviceman call to let me know when he would arrive. When we inquired about a reschedule, we were told it could be moved to Monday, May 14th (9 days hence!) - So we elected to keep Saturday's appointment.

Around 7:00 PM (already missing our evening event) we got a call from the serviceman. He stated he was still on another service call in a town about 20 minutes from here, and although he couldn't tell me when he would arrive, he stated he was still coming, and would call me before he left that location.

Around 9:15 PM, after no call or no appearance by the serviceman, we called A&E again, were told the serviceman had "gone home for the day", and that it was our responsibility to call A&E on Monday to reschedule an appointment. When we asked to speak to a Manager or Supervisor, we were put on hold for approximately 20 minutes and eventually, after some very annoying static-laced music, we gave up.

Given what we've subsequently read about A&E, we fear this could be the beginning of a long story, but we'll try to hang in. Whirlpool is not doing itself any favors by contracting service out to such a dysfunctional and poorly run organization as A&E Factory Service

--

Jeff

Medford MA 02155

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I have had the same time of problem with this company. I recently purchased the same Whirlpool washer and dryer set. The dryer door was not fitting properly and would open up in the middle of a cycle. We purchased at Lowe's and they referred us to A&E. They stood us up 3 different times, had the wrong address, and then asked if I was sure about where I lived. Finally, Lowe's came and replaced the door after convincing them that this was very poor business practice to refer customers to this type of sham service. When I called to tell them to stop calling me with automatic messages to reschedule, the person still had no clue about why I had called in the first place, and when I told her I wanted to cancel the service call due to their unreliability, she proceded to ask me to call them again for any other appliance repairs. When I told her I would never call them for anything else, she actually THANKED me for choosing their service. I would rather pay for another company to service my machine even if it was still under warranty than going through A&E again.

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I'm having the same type of problem with A & E Factory Service. In fact, today I wrote the CEO of Whirlpool and complained to him. My washer went out May 30th, 2009. Same problem as you...oh, it's the board and u joint, etc, order then, reschedule for another 7-10 days out. The came today, oh, it must be the drive motor...order part, reschedule another 7-10 days out. From what I've read on the Internet, this is the norm. Hopefully the CEO of Whirlpool will consider what it is doing to their sales. I have owned Whirlpool products all my life and I'm 63 years old...but never again...not after this mess with A & E.