A & E Factory Service

10 years ago

Terrible experience with A & E. Spent four hours last Friday waiting for technician who was supposed to arrive at 1:00 p.m. Showed up closer to 5:00 p.m. then immediately said he was new and didn't have the proper tools, nor would he feel comfortable handling the repair to our gas range since the problem involved the emission of carbon monoxide. Rescheduled for 8-12 this morning, but called yesterday to request closer to 8 than 12 -- given that I already wasted four hours the previous day. Called several times this morning to check on status of technician. Each time was assured he would call when on his way. About 12:15 (outside delivery window) called and was told there was not a technician assigned to my repair job. Another four hours wasted! Asked to speak to manager and was put on hold indefinitely. They tried to get me to reschedule for a third time but I told them no thanks. Customer service folks clearly are outsourced; no one I spoke with had a good grasp of the English language and they seemed to read from scripts rather than converse with me about my problem. NEVER AGAIN.

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Comments (8)

jellytoast
10 years ago
I honestly think that the only reason A & E stays in business is because the manufacturer warranty service departments continue to use them. After my equally unsatisfying service call (which never actually took place due to their incompetence), I now say, "Send anyone except A & E."
jwvideo
10 years ago
There was a thread about A&E that ran here for six years and finally topped out when it hit the 100 post-per-thread limit. The link is below.

If you are looking for further discussion of A&E, there are hundreds of complaints at www.consumeraffairs.com

Here is a link that might be useful: 2006-2012 Thread on A&E
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A&E Factory Service
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I've had A&E here for ongoing fridge problems(5 service calls, 3 large dents in new wood floor and 1 new fridge being delivered on 3/6) Replacement of Electrolux Icon glass panes(3 service calls: 1 guy to remove panes for cleaning a week before Christmas and still moving back into kitchen and would take 2 -3 hrs of time after arriving at 5:30pm-told him that wasn't happening at this time and what originally was supposed to happen was a new entire door, so we'll take care of this at a later time), 2nd vs-guy(kid, really) comes to remove panes for me to clean and rips the gasket; he decides to just order new glass panes and gasket, 3rd vs-Replace all panes and gasket Garbage Compactor-Broken pedal-this was taken care of with oven issue but on the final oven vs. they didn't put the new pedal on the truck so it had to be shipped for us to install; it wasn't a biggie and we got the pedal two days later. I give them mixed reviews; the fridge was just crazy though, just kept replacing things and it never corrected the problem of keeping the food cold; temps all over the place in the fridge side. It got ridiculous and at one point one of the service guys told me that Sears would replace the unit after 3 service calls so at 5, I said i was done and called Sears and they are replacing it, no problem. Just wish they were replacing the floor since all of the A&E guys except for one, never used floor protection when pulling it out. Unfortunate for me that I didn't catch on to what was happening earlier, rather than later. I think that it probably depends on where you are at and the service you get with these guys.
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You know, of course, that now that you have purchased the extended warranties, your appliances will be trouble-free for years, whereas if you had not, you would find you have a kitchen-full of lemons. Seriously, its a gamble, and pretty much a matter of personal choice. Some people sleep better with the extended warranty, and for them it's worth it. Others, believing that the manufacturers and retailers know the odds and make a ton of money on the ext warranties, prefer to take their chances relying on only the standard warranty. We generally take the latter approach. But we did buy an extended warranty on a BMW some years ago, on which we came out ahead.
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It sounds like this isn't a warranty repair. Why did you call A&E for service - they have a terrible reputation. What did you pay for already - the part and service or just the service call? Did you pay by credit card? If I were you, I'd call back, get a supervisor, cancel the call and demand a refund. If they refuse, dispute the charge on your credit card. You could just dispute the portion for the service call and keep the part. Then I'd call a local appliance repair service with a good reputation. Having the part in hand (assuming it's really the problem) will avoid 2 trips by the new place. I think A&E stays in business by locking in large contracts with appliance manufacturers. By the way, I think you'd have better luck getting it fixed sooner if you could schedule a weekday appt. but that may not be possible in your situation.
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If you are under warranty, Wolf will only pay their own people. My DF range had blue enamel chipping at 4.5 years which is a known wolf issue but out of warranty. Wolf would give me the part(liner) but could not give an estimate for the work only that it would start at $800. I had the same issue with my Elux wall oven and had the local repair place come out and they charged about $525 for parts and labor under my extended warranty. I got the idea if I was paying out of pocket , it would cost less. They had no problem with giving a fixed estimate. It is difficult in my area to get anybody else to do Wolf repairs.
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jellytoast
10 years ago
Well, now the people with complaints in 2013 and beyond have a thread to go to.

:-)
User
10 years ago
I had a horrific experience with A&E too. I get chills just remembering how much time I wasted and how much they sucked.....

Fortunately we have a small local appliance place and once I found out they do warranty work my problems were solved.

I feel so bad for anyone stuck dealing with this company. They were - by far - the most horrible customer NON-service experience I ever had.

When you read the complaints, it baffles me how they stay in business. Clearly the corporate people placing warranty service with this horrible company don't care about their customers!
llaatt22
10 years ago
It is probably still a division of Sears, and since Sears, not you, can mostly decide up front or later who will do warranty service on any brand of appliance they intend to sell to you in their stores, that is something to keep in mind.
jwvideo
10 years ago
>>> "It is probably still a division of Sears Seems to be worse than that. A&E Factory Service was indeed spun-off from Sears but it is now a joint venture between Sears and Whirlpool. :>0

Here is a link that might be useful: Sears holdings
GreenDesigns
10 years ago
"Seems to be worse than that. A&E Factory Service was indeed spun-off from Sears but it is now a joint venture between Sears and Whirlpool."

OMG! The horror! The horror! The two absolute worst customer service businesses join hand? Whirlpool? Yikes! It's a great reason to NEVER EVER buy any Whirlpool/Maytag/Kitchenaid/JennAir etc. They already took the replacement portion of the warranty out of the warranty so your only option is repair, and now they control the "repairs"?

This smacks of the old monopolistic 19th century capitalist companies that were broken up by the Anti Trust legislation.
llaatt22
10 years ago
Yikes!
Know that there was a push on for this idea of a dominant huge stand alone auto warranty service and repair outfit 15 - 20 years ago. Ford tried to get something going in England at the time.
Guess true believers are still at work on the overall concept.

A & E Factory Service

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