A&E factory service/ B&D Appliance Repair / KitchenAid refrigerator

A&E factory service/ B&D Appliance Repair / KitchenAid refrigerator

We have a KitchenAid refrigerator that has worked fine for about 4 1/2 years. Keep in mind that the sealed system warranty expires in 5 years. We called the KitchenAid customer service line in January of 2005 because our refrigerator and freezer were not working properly. No matter what we did they were not cooling enough. They told us to call their 2 authorized servicers in the Ocala, Florida area. One of them told us that even if it was warranty we still had to pay them $35.00 cash. The other told us that it would be 6 to 8 weeks. We called KitchenAid back and they said they would send A&E out. The A&E tech did show up on time but knew precious little more than I do about cooling systems, which isn't a whole lot. He checked several things and said it was a sealed system issue. He said he could tighten some fittings and add coolant and we would have to wait and see if that took care of it. (I knew it wouldn't and told him that but he said that was all he could do.) In late March of 2005 our refrigerator is no longer cooling correctly. We called KitchenAid again and was told to call their 2 servicers again. I explained our previous encounters and that I would not call them. They again setup an appointment with A&E, for 1- 5pm. on April 4th, 2005. I got a phone call about 10:30am. that the technician had already been to the house and since no one was home he had called the numbers he had, he hadn't called, and was gone. I called his office and was told that they would contact him and see about him coming back and would call me back within the hour.

I called them back about 1 1/2 hours later and they said he couldn't come back. I would need to call in on Tuesday to reschedule for a later date. I then called KitchenAid and told them about the SNAFU. They said they would call the 2 servicers in Ocala if I would like to hold. They came back and said they had a technician from B&D Appliance Repair coming by in the next hour and he would call me before showing up. They also said they had told them that it was a sealed system issue and that they needed a sealed sytem tech. The servicer again knew little more than me. He looked at it and said, "Yep, it's a sealed system issue. We'll have to send out a sealed system tech." I called KitchenAid yet again and complained,

again. They said they would get a senior tech from A&E out as soon as possible, someone that could fix sealed system issues. They got it scheduled for this Friday, April 8th. We'll see. I do have to say that KitchenAid's customer service has been exemplary for me during this whole mess. They even said they would pay me a portion of the cost of a dorm size refrigerator. I'm waiting on the check and will have to see how prompt it is. In general though KitchenAid's staff has been great. --

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