A & E Factory Service

A & E Factory Service

November 7, 2005

Microwave / Oven Repair – KitchenAid Product – A & E Factory service Over one month ago we sent in a repair request for our KitchenAid microwave (which is part of a combination oven/microwave). We had to wait one week before we could even schedule an appointment – the repair person was to arrive between 8A – 12N – we waited all day and the repair person finally arrived at 2:30 pm – He was unable to fix the microwave and actually broke the lamp inside and a new lamp had to be ordered. The part and appointment took another week. On that service repair trip the repair person was again to arrive between 8A – 12N – he arrived at 2:45 pm (again we waited all day). He then determined that another problem existed and had to order another part – another week for service and part arrival. The part arrives and we try to contact the service department as we were told to contact them as soon as the part arrived and they would come right out – they called us at 9:15 and left a message saying “sorry we missed you, call us back to reschedule your appointment” When we tried to get them to keep our originally scheduled appointment – they refused – we wait another week for an appointment! The appointment day comes, the repair person arrives and cannot fix the microwave and now has broken the oven as well – another part must be ordered. We wait a week for the part to come in – our service repair person told us to call when the part came in and that he would come out that day to fix the oven and microwave. The part came in, we called, the service department 800 number refused to call the technician and said the only day they had available to schedule our service was three days later!! No one will budge; you cannot get a Manager on the telephone, clerks are rude and have no ability to help customers – their skills and abilities are limited to accepting calls and relaying what is on the computer screen. This is beyond frustrating. We have been over one month without our microwave and now one week without our oven! I am appalled at this type and level of service – its no service at all! By the way – I have read several – very similar – complaints about this company – when are they going to get it right?

Deborah Click this link to e-mail the message author: Email User

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I am having the same issue! Oh My God. I was scheduled between 8am and noon today only to call back afterward and be told they said the washer was working fine, so they cancelled the repair order. I was so livid, I called back demanding they be here and they stated, "I don't appreciate you using that type of language, sir." What language? Just because I raised my voice out of frustration? I'm calling Maytag and demanding they stop using this outfit as a "preferred vendor"....because it's bs!!

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We filled our house with Sears

> appliances, and after seeing the lack of Customer Service. I am really sad

> we did. A and E Factory Service damaged our 3000.00 brand new washer and

> dryer while working on another appliance in my house the tech put

> her tools, parts,and computer on top of the washer and dryer without protecting it

> even after she was told the time before not to put her tools on our

> appliances. 3 to 4 Months later we have received a part for one of the

> appliances but not the other. When I call I get the run around, I have

> messages from months ago on my answer machine from Angel promising that both parts have been

> ordered, when I call back and asked on two occasions when the parts were ordered I am told by Angel

> that she is in the back of the store and can't answer my question.

When I call again the phone rings and rings and today I found that they use caller ID to ignore me, when I called earlier they answered and put me on hold. I

> called back from the same number and it rang for 10 minutes, while waiting

> for it to be answered I called on my blocked house phone it was answered

> within 10 rings the cell was never answered. This is the worst service I have ever seen and Sears is sitting there just laughing after 10,000.00 worth of appliances and the worst tech's in the nation taking care of them. 4 Months after the damage they still have no thoughts of fixing the damage. We dealt with over 100 unanswered calls in 5 years prior to this for a maytag washer and you guessed it A and E factory service They were out more than.12 times for that appliance and never repaired it correctly

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Worst service ever. Have been trying to get a brand new dishwasher repaired for 3 months. Parts never arrive. Techs never show. What a nightmare