A&E Factory Service
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Category: Home & Garden
Contact Information
2140 Kalash Road, Windom, Minnesota, United States
Phone number: 507-831-5854
aefactoryservice.com
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A&E Factory Service Reviews
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May 8, 2007
This is the WORST company ever!
The Maytag Refrigerator is less than three years old and the compressor has broken twice. Thank heavens we have a Maytag Extended Warranty Plus- or so I thought. This time, the extended warranty people transferred me directly to A&E Factory Repair. To make a very, very long story short, I have been without a refrigerator for three weeks! They don't come when they say they will and they knock you out of their schedule immediately if you don't answer your phone when they call. My refrigerator needed parts. They send them to your house and then AFTER they arrive you are supposed to call for a service appointment. Mine were sent to the wrong state and took forever. A&E made no effort to move my appointment up based on this. I spoke to 4 supervisors who were nice but had no clout over the routing people who schedule the appointments. The routers have lied to me several times. This is the WORST company ever.
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May 7, 2007
rage and disappointment
Do never, ever call this company to fix any appliance. They don't make it to the appointments, after waiting from 8am to 5pm they want to reschedule for 3 weeks later, and when they make it to your home, they only want to give you an estimate , order any parts, collect the $80 and leave. (they're only suppose to be in your house for 20 minutes - he said).
If the appliance is heavy, they can't move it (always one person). They're only repair technicians not installers so their capabilities are super limited. Of course they're nobility... The attitude is incredible!!! The prices unacceptably expensive. Minor problem $140 + $80 for the trip . And there's alway a second visit to install the part... What a rip off!!
After many years of dealing with this people I've had enough and i just hope someone can read this before calling them so they don't have to feel this rage and disappointment.
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May 6, 2007
Missed appointment - washer not fixed
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.
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March 9, 2007
Terrible service and response from A&E!
Terrible Service from A&E customer service. They just don't care about what their customers experience, or how frustrating the experience is. Buying service contracts that are serviced by A&E is like taking poison because it feels to good to get such excruciating pain for good money. Stick with local service people who know what they are doing rather than by multi year contracts from incompetent suppliers.
6 calls to Maytag Dependability Plus
7 calls to A&E customer service
1 Call from service man at 4:38 PM, still could not find place,
5 minutes on premise then announced that he must order parts and return in 7-10 days to fix the problem.
I did explicitly describe the problem when I called in the report for service... Do you think they took the info down??... NO! I explicitly gave direction info to our residence... Did that make it ti the serviceman?? NO!!! If you have a choice to avoid A&E Factory Service, Do so at all costs.
They are undependable and do not care a whit about what the customer cares or suffers.
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February 8, 2007
Unsatisfactory service department
Recently we called Kitchen Aid for service on a dishwasher where we were diverted to call A&E Factory Service for an appointment. All seemed to be going well, we were able to get an appointment within 2 days of the call and the representative was pleasant on the phone. Come the day of the appointment was when all confidence with this company was lost. A 9 hour time block was given for the appointment. After sitting patiently waiting for 8hours and 45 minutes with no call from A&E or no show from a representative, we called for a status at which time were informed that the man was running behind and would not be able to make the appointment. Again, we called for the status, A&E did not call us. They rescheduled for the next day, again giving a 9 hour time slot. The technician showed up, spent about 10 minutes in the house and said he had to order a part, when the part comes in I would need to call and reschedule the appointment ( the part should take 7-10 business days to arrive)Oh and before he left he made it clear that payment was due. Ok, part came in and here we go again with the appointments. Was given another appointment and again no show or call from the technician. And what was worse about the situation was that A&E had no regards for my valuable time. They continued to give me time blocks of 9 hours with no apology for any of the inconveniences.
I have worked in service departments for several years and I am currently working in a service department. Obviously, this company does not value the customer or the service it provides to the customers, or incidents such as mine would not have occurred. It is time for this company to take a look at redeveloping its CUSTOMER service department. The poor service from this company has a negative affect on Kitchen Aid as well, I have made a former complaint with the President and CEO of Kitchen Aid so they are aware of how horrible their contracted service department is and I intend to inform all that I know of the lack of SERVICE that comes from the A&E Service Department. An educated consumer is the best consumer and I wish that I was educated on the Kitchen Aid service department before the purchase was made, but since I wasn't I will make sure that those that I care about are aware of it.
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January 10, 2007
No warranty coverage
Repairman said the evaporator was not covered by the warranty. The cost to repair was $360. Half of that was labor; he said it wasn't worth it. After he left I looked at the warranty again and saw that the evaporator was covered. Since I returned a call to the company I haven't heard anything.
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January 10, 2007
Did not show up 3 time for customer service appointments
My washing machine stopped working. I called the number on the washing machine and was told I was scheduled the very next Friday for a service appointment. No one showed up on Friday and after repeated calls where I was assured a technician would be coming someone finally told me that a mistake was made and not technician was really scheduled. The next available appointment was to be the following Friday (I was not given any special consideration even though it was their scheduling issue). A technician did arrive the following Friday and I was told the problem would require a part and that it was under warranty, however, the service call would still cost $221 - I was to pay $100 now and they would return the following Friday with the part and do the repair and I would owe the balance. On the following Friday I was told the technician would not be able to come and that I would need to be rescheduled - the next available appointment was the following Wednesday (again no consideration for their cancellation). On Wednesday the technician called at 2PM to tell me he was on his way - he never showed. I called several times only to learn at 6:30 PM that the technician logged my call saying that I was not home (meanwhile I had spoken to him at 2PM!). I was told I would receive a call the next day to reschedule - yes the next available appointment with no special consideration. It is now 4 weeks later and my washing machine is still not fixed and I am out $100.
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October 17, 2006
Horrible service!
A tale about A&E Factory Service - more accurately know as A&E Factory NON-Service - for a Whirlpool Dryer in Raleigh, NC.
On Sept 6, an A&E technician is dispatched to our home by Whirlpool Warranty Service to diagnose a problem with our $900 Whirlpool dryer that is less than 1 year old. The technician says the electronic control needs to be replaced, but does not have the part, and will have it ordered immediately. A&E calls back later that day to inform us that the part is not available, has been ordered and should arrive in 10 days! I'm under a lot of pressure here, because a major reason for my investing in this dryer is it's high-capacity, which is crucially important to my family of ten. 10 days!! But, aren't they "Factory" service??? How hard is it to get this part?
On day 6 (Sep 12), A&E calls back and says it will be at least 5 more days for the part to arrive! Thus commences the lies and misinformation. I had serious doubts A&E had actually ordered this part as they could not provide me any tracking information. You see, this is chump warranty work, and I was a LOW, LOW priority.
So, on Wed, Sep 13, I called A&E trying to find out why it is so hard to get this part, only to be hurried off the phone with the obligatory response of, "It is out of our control. When the part comes in we will set up an appointment to replace it." So, I go on the internet - knowing nothing about obtaining Whirlpool dryer parts - and in less than 10 minutes have found the part readily available through several vendors. I call A&E and let them know, BUT of course, they have a "process" they must follow - mind you, not a desire to provide fast service. So, I call Whirlpool, whom A&E are contracted by. Alas, Whirlpool parts center has 39 in stock and they will express ship the part. So, I teleconference A&E and Whirlpool (partners, eh?) and attempt to assist A&E in getting the part to me right away. You see, if I acquired it myself, I would have to pay for it. Only A&E could order it from Whirlpool.
I call back the next day (Thu, Sep 14), but am unable to confirm through A&E operator if the part was ordered, and am given an appointment for Sept 27th, just in case the part comes in by then. The operator tells me she has no way to confirm if the part is ordered. Wow, they care - NOT! So, Friday the 15th I pursue A&E again and remind them that the part is at Whirlpool and can be expressed shipped if only they would call to order it. The first thing the A&E operator mentions is that they will not pay for express shipping. Five extra dollars to a company the size of A&E is too much, when my business means so little. After much pursuit, the A&E operator obliges me by setting up the repair appointment for Tues, Sep 19th. Well, that is what she told me, anyway. That same day (Fri, 9/15), I also call Whirlpool customer service to see if they will help ensure that A&E orders the part from them and would they please express ship it. The Whirlpool representative seems glad to help and leads me to believe I can receive the part by Monday.
I call A&E on Monday to see if the part is on its way, and to see if I have the appointment on Tuesday. Well, it really should be no surprise that without calling me, A&E cancelled the Tuesday appointment because they knew they had not ordered the part yet!! Wow! Another call to Whirlpool on Tues, Sep 19, to get them to act on my behalf with A&E and get them to order the part leads me to believe that the part is finally ordered because the Whirlpool agent says it will definitely be at my home on Thu, Sep 21. I call A&E again to get an earlier appointment than Sep 27th. I am grudgingly given an appointment for Friday afternoon, Sep 22nd.
A&E calls my wife on Thursday, 9/21, around 3pm to see if the part has arrived. Sadly, my wife tells the truth and says, "no". The A&E operator instructs my wife to call by the end of the day to confirm whether or not the part arrives, but gives no deadline. My wife calls A&E at about 4:30pm when the part arrived only to find out that A&E canceled the appointment without notice and will not reschedule. A&E was dead-determined to keep the Sep 27th appointment, no matter what.
No matter how much pleading and explaining I did when I called back on Friday morning, I could not get any other appointment other than Sep 27th - 3 weeks after the problem was diagnosed as being a problem with a part that takes 2 days to get and 5 minutes to install!!! Furthermore, the A&E operator tries to pretend that I never had an appointment for Fri, 9/22, that it was always - and only - for Wed, 9/27. Later, in the same conversation she slips by mentioning that my wife caused the problem by failing to return their call on time the previous day. I retort, that if I never had an appointment for this day (Fri, 9/22), then why did we get a call from A&E the day before inquiring about the arrival of the part? She was tongue tied and said, of course, there was nothing she could do. She then thanked me for my business and ended the call.
I cannot stand the thought of giving A&E any business, so a light bulb finally goes off in my head. On Monday, Sep 25th, I call Whirlpool and ask if there is anyone else I can go through to get this part installed. The Whirlpool agent calls me back in 10 minutes to inform me that I have an appointment with another service provider in Raleigh who will be there the next morning to install the part. And, like magic, a technician from Mr. Appliance arrives to install the part.
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