A & E FACTORY SERVICES

I have had major issues with warranty repairs to my Hotpoint/GE washer. A&E has been here 5 times in the last 2 months and the machine is still not repaired!

I had gone to A & E Factory Service for repair of an LG electric dryer because it was the provider HHGregg uses as their appliance repair service provider. I was given a time of between 1 pm and 5 pm on Wednesday, September 25th for the service call. I called earlier in the day to reconfirm the appointment and get a closer time for the service call. At that point, I was given a time between 4:15 pm and 4:20 pm. My wife was at home but I left early from work to be at home when they arrived. At 5:42 pm no one had arrived and again called the "call center" to get an update. I was told by "Henry" that the service technician was running late and "according to the dispatcher" would be here in about an hour. I continued to wait until I got a recording on my home phone that my appointment had been cancelled and to call an 800 number to reschedule. I called the number and talked to someone at the "call center" who was very difficult to understand because of his Indian accent. I asked him what time on Thursday they would be out and was told that the soonest they would reschedule was Saturday. I was very upset at this point. I would expect that if I was cancelled on Wednesday, I would be the first on the list on Thursday, but the rep said his computer would only allow him to schedule me on Saturday. I asked to speak with his supervisor but was told they were in a meeting and unavailable. This was unbelievably unacceptable customer service and I will not use A & E Factory Service ever again and in addition will not buy anything from HHGregg since this is the type of company they outsource their repair service to. Next, I called the appliance salesman at HHGegg on Kemper Road and told him this unbelievable story. I informed him 4 times that I understood this was not his fault, but it was his problem since unbelievably poor customer service like this will drive customers away from their store. He told me that he would inform his VP of sales and I commented that I would appreciate a call from the VP to discuss the situation "if he really cared". As of 1 1/2 weeks later I have not received a call from the VP. I have however received about 6 "automated recordings" for A & E Factory Service to reschedule my service call which I will not respond to. I am a senior manager in a business in Cincinnati, Ohio and I have informed many people about this unbelievably poor customer service and have suggested they purchase appliances from another company other than HHGregg. Further I have purchased a new appliance from Lowes and their service and responsiveness has been fantastic.

How did it go. I am not sure what to say here. I was satisfied with the effort of the service provider. And at the same time, it appeared to me that what the service provider did was not the solution to the problem. In my situation, I purchased a Whirlpool refrigerator less than three months ago. This unit is equipped with an ice maker. Additionally, it is equipped with a ?fast ice maker?. I have no idea how much faster ice should be made when the?fast ice maker? featured is engaged. So I am not sure what loss of utility I am experiencing. During a 12 hour period when the ?fast ice maker? featured was engaged, the unit produced zero ice. When I went back to the normal ice maker feature the unit worked as expected. Since this was such a new refrigerator I thought it was worth my time to try to get the ?fast ice maker? feature working. The service provider gave me a theoritical reason why the ?fast ice maker? was not working. And he added insulation to the water line, as his theory was that the water line may have been freezing up when the fast ice feature was used. The service provider was here for an hour. During that time the unit produced no ice. As the service provider was leaving my home I asked him what I should do. His suggestion was two fold. First, I should operate the freezer at 2 degrees lower than the factory preset temperature. Second, I should forget about the fast ice feature and only use the standard ice making setting. I do not know if I should ask Whirlpool to replace the refrigerator, as it can not be fixed. Or if I should just shut up and leave well enough alone.

They got out here quickly and the price was pretty good.

Excellent service from the Sears call center and the repair service.

SEE ABOVE.

On going for 4 months.

IT IS STILL AN ONGOING PROCESS.