A&E FACTORY SERVICE

Description of Work: Scheduled for 2 different appts. First one I was a 5 minutes late getting home from Florida due to storm delays. I called the service person who left a message , he didn't answer and never called back after I left a message. We rescheduled a new date and was scheduled for 8-12n and it was confirmed the prior day. I waited that morning and at 1200 the phone rings, it's the service worker who states he will be here after 1pm. I made sure I would be home in the am and was very upset that he could casually call and expect me to wait until the pm. I told him to forget it and before I could call the office they called. When I told them how displeased I was they were rude and pretty much hung up on me .

Description of Work: CHIP=SERVICE TECH ID#639666 32 BROADWAY Norwood-SEARS HOLDINGS MA 0206 The only good thing about A&E is their parent contractor, Whirlpool provides 24/7 answering service and online bookings. The technician who came out to look at our Whirl. 24"drum dryer basically made phone calls to his co-workers to "see if anyone is familiar with them". So much for his laptop containing any useful microfiche or manuals. He actually had ME pull down the dryer (I shouldn't have done it, but he was damned to do anything but play with his phone. He took the back and top off, decided he couldn't make the correct belt fit, and claimed a week later app't. The area was left in shambles, with dust, fibreglass, and dirt all over, as well the 220v unit left unscrewed top and back, thus unusable and possibly broken by tech. He came back with a twenty something rookie, after in his own words, "having lunch"..without calling (as their company inisists they will not show if you don't answer the phone), and admitted "we usually do call"...actually, they were working a job about 1500 feet away from my house so they probably thought they could ditch courtesy and have the hafl-assed attitude that if I couldn't move my laundry out of the way immediately, "we'll have to reschedule". Apparently they could take all the time they wanted at lunch and then issue a point blank excuse to not deal with my dryer, which is a 2007 Italian made front loader. I cannot tell you what a bunch of worthless untrained jerks these guys are (they'd replaced the same belt in NOV 2012, yet refuse to admit it was over-torqued by previous floozy "tech". I called the Whirlpool and A and E (Randolph, MA) answering services, which initially told me they'd send someone out, but then backpedaled, claiming their arrival was my FIRST service call (liars), and they wouldn't "be able to get out til' next Wednesday". I would at this point warn EVERYONE away from Whirlpool appliances, at least if you plan on keeping them outside the warranty zone....but then, you can spend at least 10" on their CS# listening to them offer you an "extended service contract". Holy crap, what a poorly run service team, corporate to local subcontractor. At this point, I'm using another independent, and while they may brow beat me about the age and obscurity of this dryer, that is no excuse for the whirl of s*** A & E performs, sorry! Don't take my word for it, though; the credible consumer magazine CHECKBOOK (in libraries or subscription-I have no affiliation) has about 12-20 ratings for A& E which are showing 15-35% for categories of "let's you know price of job ahead of time....shows up on time". They also get NO marks for overall quality or fair pricing...nuff said! It is my metaphor that this tech/company had no problem leaving my unit unusable b/c they simply have no training on how to fix it, and as well are holding me over an economic barell to have them finish the job....this is akin to bringing your car in for a belt change on a lift, and the garage then takes a week and then tries to get out of fixing it, possibly b/c they know they have or will damage it b/c they are idiots. Your Desired Resolution: This company was also here in NOV 2012 for same belt snap diagnosis, which is a very rare event with these dryers, which are used worldwide. There is every reason to suspect that the techs over-torqued the belt, hence it snapping in 6 months. The current tech, CHIP service tech#639666 apparently attempted to loop the belt, but did not understand its placement, leaving the drum unsuspended and liable to warpage of the inner bearings, etc. I can only assume a problem this big by the technician's many seedy ways of avoiding actual detail work (e.g Whirlpool/AE never supplied him with microdocuments or support, though he carried a fat aluminum laptop) reveal that he thought it better to breach contract for service than to admit he ruined the unit, which will now need replacement, as no one else will service it.