A & E Appliance Repair Specialists - A & E poor service

Posted on Friday, January 13th, 2012 at 8:27pm CST by 784b1893

Product: Samsung microwave oven

Company: A & E Appliance Repair Specialists

Location: ?
Winter Haven, FL, 33853, US

URL: http://www.aefactoryservice.com/

Category: Other

Just after Thanksgiving, 2011, our 2 year old Samsung over-the-range microwave quit. Samsung warranty service (1-800-SAMSUNG) assigned A & E to replace magnetron under the 10 year parts warranty. A service date of 12/5/11 was set. On 12/5/11, I called A&E to confirm the appointment. George, a serviceman answered and asked if we had received parts. He said that the part was supposed to be sent UPS to our residence. Since we had not, we had to reschedule a new appointment date of 12/16/11. In the mean time a package arrived which turned out to be a thermostat. When George arrived on 12/16/11 he obviously did not have a magnetron. We live within 50 miles of Tampa and Orlando but he said that they had to order a magnetron, rather than getting one from a warehouse. He said that the labor cost would be about $160 and that he could order the magnetron and we should prepay. We agreed and then after he researched his computer, the price was about $190 and there was tax which put the total to $212. We reluctantly agreed and a new service date of 12/23/11 was set. On 12/23/11, George called and asked if we had the part. Obviously, A & E will not carry any inventory or deal with a parts warehouse. He said that the part was being shipped to our house UPS and the next available date would be 1/5/12. We we're having company for the holidays and said that we wanted to forget it. As it turned out, UPS delivered the part at about 6:30 that night. The UPS driver confirmed that the package had been sent just 3 days earlier, not the previous Friday. We called A & E and explained that the part had been received and could we get it installed the following day (Christmas Eve day)? or we would cancelthe whole thing. I finally got a "customer service rep" who said that she would do what she could and call the next day. We did not receive that call. We decided that $212 would rather be spent on a new microwave - which we did - at Sears and it was installed by New Years.

We finally got our credit, but We question their business model of sending parts to a customer's house and if the parts aren't there, then they take 10 days to two weeks to get back.


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