The people that work in the call centers are the most unhelpful people you have ever seen. They have no idea how to run a service company. I called Maytag for service on a washing machine for which I have a service contract. I was scheduled through their repair service company, which is A&E for service. The tech arrives. after my full explanation of what was wrong, without any tools or parts to repair the machine. He then puts in an order for many parts, actually more than the machine is worth, and says it requires two men, and 180 minutes of repair time. Within the next two weeks the parts start arriving, looking like Christmas in boxes, and I get on the phone to schedule a date which is set for January 14th. On the 13th, the day before the scheduled service I received a confirming phone call of service for tomorrow morning between 8 and 12. At 10 am I called the company because I took the day off and another tech for A&E said I should do that because then I can have an idea of what time they will be coming. I called to find out that I was #5 on the list for the day and the tech coming was still on call #2, which meant it would be hours before someone would be coming. At about 3PM after ranting and raving with A&E, the tech called me only to inform me that he doesn't have the proper tools and has been telling the company that for months and that he was alone and couldn't do the repair. I called customer service only to be lied to by everyone that I spoke to and when asked to speak to a supervisor, they told me none are in the office. I could gladly have an address to write a complaint to but that was all I could get. After snooping around, I found out that A&E is a division of Sears. That Hoffman Estates writes the contracts for the service techs and that basically the company has a terrible reputation based on all the complaints that were filed on the websites. After reading what some of the techs wrote, I find out that they aren't happy with the company and they think the customer call center is loaded with incompetent people that have no idea what they are doing but collecting a check every week. So, here it is the 14th, my next date for repair service is Jan. 23rd from 8-12 as scheduled by Amanda ID#60900 in the Round Rock, TX office. That is after talking to a supervisor Nancy #44397 of the same office that had scheduled for the 28th as the first opening. So even within the same office they don't know what they are doing and when they have availabilities. Does anyone know how you get back at these companies? Someone said that when you call for repair service right away tell them that you DON'T want A&E and they will give you someone else. Well, anyone else has to be better than this.

I figure that between the days off that I didn't get paid for and the parts already in my home, I could have sold the parts, paid for a new machine and been rid of this headache. Any suggestions? Maytag doesn't do anything about it either so they aren't much better, let's be honest here.

Original Service Call: 10/13/07 (F70 error code and would not work). The Service Tech thought he was there to fix a washer and said he never had to work on a Duet dryer. He performed no diagnostics, but decided to replace one of the circuit boards to see if that would fix it. The part arrived in 6-10 days as expected, so I scheduled another service call. The same Tech came out and did not know how to open the dryer, so he pried off the front fascia ring improperly and broke all of the clips. He ordered the broken part and asked if I could install it myself when it arrived in another 6-10 days. I said "sure".

Days later, I received a strange URGENT call from a different Tech who needed to know when he was at my house, because the service order did not have the right details and he did not remember being at my house. I told him it was another Tech who was at my house. That raised my concern about the part order, so I called A&E. They had no clue about what was going on with the other Tech. Even though they assured me the part was ordered, it did not arrive within 6-10 days as expected. On calling them again, A&E stated they did not see the part order and they resubmitted the order.

The part arrived some time in November, but it was the wrong color. Called A&E who again said they ordered the new part, and stated to me on the phone that it would be sent right away and the service Tech would be out to pick up the wrong part. I asked the rep to add several comments to my file about the problems I have had with their service, and she guaranteed someone would call within 24 hours to discuss. I asked her to add 5 bullet points about all of the problems I had with their service, and she stated the comments were entered in my service record. I never received a call.

When the Tech arrived a week later, he took the wrong part and ordered the correct part while in my driveway, because he said the order was on hold until he picked up the wrong part that was previously sent. Remember that the Service Rep told me the part was to be sent right away, not after the Tech picked up the wrong part. The replacement part was not sent until late December, and it was the wrong color again.

12/29: Dryer issuing F70 code and not working again. After scheduling service through the Whirlpool web site, I called A&E (Stephanie) who said a Tech would have to come out to order the part, since A&E customer service reps do not know part numbers. I told her a service call is scheduled for 1/3, so that Tech could order the part. I also complained (very nicely without yelling or being demeaning) that this was the worst service I have ever received from a company, and that I needed to discuss with a supervisor. She said one would call within 24 hours. I told her that was the same response I got last time, and that nobody ever called. She said that was because a message was not sent by the prior rep. I asked about the multiple lines of comments that should be in my record, but she said there were no comments in my record. Someone either deleted or never entered the comments they guaranteed were in my record. Stephanie said nothing; no apology, no explanation, no concern whatsoever. I called back to cancel my service appointment with A&E to try a different service company. The Service rep said a Tech would need to come out to verify the model number. I told her they obviously had the right model number, because they sent the right part, only in the wrong color. She said a supervisor would need to call me back to figure out how to handle. I told her this was the worst service I ever received from a company and that I am filing complaints with A&E and Whirlpool (I've only filed one other written complaint in my life of 45 years). I called Whirpool's parts department myself, who then called A&E to work through the issue. The Whirlpool rep stated it was resolved and that Whirlpool is sending the part directly. Why wouldn't A&E take the same 10 minutes to do what I did? Because they do not care one iota about "customer service", and they make that very obvious.

A copy of this was sent to Jeff Fettig, CEO of Whirlpool:

My Whirlpool dishwasher was scheduled for repair (the 4th time in 8 months) on Saturday, December 1, 2007 between the hours of 8:00 a.m. - 5:00 p.m. EST. The appointment was confirmed the preceding day by a phone call from A&E Factory Service to me. At that time I was advised that the service technician would telephone me as he was leaving his preceding appointment and advise me when he arrive. Having not received that call by 4:45 p.m, I accessed the Whirlpool website and located the toll free number. The Whirlpool operator then contacted A&E Factory Service and advised me that the service technician was on his 7th service call, and that I was next in line. Again, I was advised that he would phone me upon his departure from that appointment. At 6:00 p.m. EST, I once again phoned the Whirlpool number, but received a recorded message that they were closed. I then went online a second time to access the national number for A&E Factory Service. Their operator sent a message to the service technician advising him to call me with an estimated time of arrival. However, I never received a call and the service technician did not show up. I feel that this level of customer (non) service is unacceptable and wanted to ensure that you are aware of the actions of your sub contractors and how their unprofessionalism negatively affects perception of Whirlpool.

Best regards,
Diane Patino
9748 Walkers Glen Dr. NW
Concord, NC 28027
(704)706-3330

I would like to complain about a subcontractor you are using to service your products.
Our washing machine broke down almost 2 months ago and we contacted you directly for help. We were referred to A&E Factory Service (Chesapeake Service District) to help us with our washing machine.
The first trip, the technician never opened the machine and informed me that the problem was water pressure, and that the washing machine was operating incorrectly due to low water pressure.
So, I brought a plumber out and after spending $85, I was sarcastically told that my pressure was at 47psi and that A&E's technician was full of beans.
I called A&E out again, this time the technician was very professional and we needed to remove the stacked dryer off the washer for him to access the washer. We worked together and removed the dryer.
After he removed the top of the washer, he tested the intake valve and concluded that the valve was faulty. He was surprised by the story I told him concerning our first visit and again was courteous, helped place the dryer back up, reconnected everything back up.
He then ordered the part and told me to expect the part in the mail and scheduled to come back in 10 days.
On Friday (11-30-07), another technician showed up and after 30 seconds promptly returned from the basement to inform us that “that was a quick visit”. He stated that the dryer was on the washer, to which we immediately informed him that we would remove it. He stated that it was against “policy” to help assist remove the dryer. He promptly left and informed us to reschedule another visit.
This was outrageous; we never knew there was a policy or a need to remove the dryer beforehand. If we had known this, we would have had the dryer off a week beforehand if necessary!
Two out of three technicians were horrible!!! No customer service and I am inconvenienced and had to shell out money for a plumber to come out and diagnose a problem that NEVER existed.
I have always had great experiences with your products, and I do not hold whirlpool to blame, except for obviously subcontracting with these buffoons!
So here it is now going into our second month with a broken washer, and if I call you again, A&E will be referred back out here. This is not acceptable and I want to know what alternative do I have under these circumstances?

This company does not care about customer satisfaction. It seems that they go out of their way to make it the worst experience in your life.

1. Very money hungry

2. No training to employees

3. Reps on phone are incompetent

4. Upon request, still No calls from Customer Relations.

5. They lie.

I would like to tell you about our experience with A&E.

DAY 1 - The tech comes out to diagnose the problem. Takes the temperature of our freezer because it would not hold temperature. Then tries to remove the panel in the freezer but unable to, so finally says the problem is the control panel. I said "how do you know". He says "that is always the case with these refrigerators". I questioned him not knowing anything about refrigerators because his diagnosis seemed suspicious. We went back and forth with the questions and so of course, we ordered the control panel. A different tech arrives to install it. She says "based on her experience, the control panel usually does not malfunction", so she installed a thermoster and to call back if the problem persists. Of course, it is still a problem so we call back to get an appointment. An appointment was scheduled between 1 - 5pm. We waited and about 4:45 pm, we get a call from the company that the tech had gone home for the day and we need to reschedule. I couldn't believe what I was hearing. I thought it was a joke. We complained to the rep, and the supervisor but nothing could be done, according to them, so we rescheduled. Now from this point on, we have gone without a freezer for 3 weeks because it took 10 business days for the part and we've gone through 2 techs. Upon rescheduling, I had asked for a certified tech that knows the type of refrigerator we have. According to the rep, all techs are certified but I found out from one of the many reps that I had contacted, that the tech we need is a CFC certified tech. Now this guy knows what he is doing. I am very happy to mention his name (Mario) ID#0606103. He is a very experienced worker and very articulate on the process and operations of our refrigerator. He explained the problem, but unfortunately we need to order a different part. The part came from Indianapolis and it took 4 business days to arrive. We have a scheduled appointment and requested for the same tech but the rep could not guarantee the same tech. Now that seems very odd. The tech (Mario) that diagnosed the problem may not come back to install the part even upon request. I was even willing to wait 5 - 10days if we must, to get Mario back, but the rep could only input our request and it may not be granted. So we left it at that. Then the appointment day came and I received a call from the rep, and she asked if we received the parts. I said yes and asked who is scheduled to do the repair. She said it was the 1st tech that came out which we were very disappointed with. I asked why cuz we requested for a CFC certified tech, and looking into the notes, Mario's name was included so I was ecstatic. Couple hrs later, the 1st tech arrived but no Mario. So, I called the rep and she said there is no one else scheduled. We went back and forth and so I suggested to call routing. She came back and said that I was right and Mario was scheduled too. Now if this tech was competent, she would have called routing herself but unable to process the situation and apply critical thinking, she just kept saying that the system shows only 1 tech. Anyways, both techs came and Mario was right. The refrigerator works fine but the service and the reps, they just don't care. You take off from work to accommodate their schedule and they don't even show up. That is very unprofessional. Then we have to adjust our schedule for a tech that is not even qualified to the work. The reps know what kind of refrigerator we have, so send someone who is familiar with that kind of refrigerator. I am very tired and frustrated with their service. I hope those with problems know what they are getting themselves into if they were to call this company. Of course, this is just an anectode of our story, I could go on in detail but it would just waste my precious time venting. Words really cannot express my disappointment.

P.S. They lied about calling and leaving messages. We did not receive any messages from them.