A & E FACTORY SERVICE

DON'T USE A & E FACTORY SERVICE I must be the world?s biggest sucker! Who knew excellent customer service consisted of having to wait 3 to 4 weeks for an appointment, opening your home to a repairman who doesn?t know how to repair your appliance (and doesn?t care), tells you the whooshing-sound-made-by-your-icemaker-(that won?t make ice)-which-lasts-2-or-more-hours-until-you-get-sick-of-it-and-turn-it-off is normal (I recorded the sound with my iPhone so he would know exactly the noise it was making). Seriously!!! I waited 3 weeks for you to listen to the recording without looking at the machine only to tell me my non-functioning, very noisy icemaker doesn?t have anything wrong with it! Oh, okay, now you?ll replace the motherboard. Good, now we?re getting somewhere. Twenty minutes later, displaying a wire about 12 inches long??here is your problem, I replaced the thermostat.? Wait, didn?t you replace the thermostat 5 weeks ago on the last appointment I waited 3 weeks for? ?There are two thermostats in the icemaker; you should have ice in a couple of hours.? What about the motherboard? ?No, it was the thermostat.? (insert heavy sigh of frustration) Okaaaay, are you certain that is the problem. Sounds like the pump is working really hard, is it getting ready to go out? ?No.? Okay, this is very frustrating because it consistently takes me 3 weeks to get an appointment, Christmas in 10 days, lots of company coming. ?It should be fine now.? Fast forward 6 hours. No more whooshing sound but also?..NO ICE! Unbelievable! Call in (very politely) to report that something is still wrong and I need him to come back out right away, holidays coming, need ice. The completely-devoid-of-emotion-robot-of-a-phone-rep informs me the earliest available appointment is a full FOUR WEEKS out. I must have misheard, did you say 4 weeks!!! No, no?this is unacceptable, your man was just here today and didn?t fix the problem, send him back today, or at least in the next few days. ?Sorry, that is our first available, we only come to your neighborhood on Tuesdays!? Please let me discuss this with your supervisor. I explain problem to supervisor and insist I have paid for a ?service contract?, am not getting service, this is unacceptable. Please send someone right away even if on another day (the repairman assured me they come to my neighborhood every day including Saturdays). Older sister robot of previous robot says ?I understand, this is our earliest appointment.? No, no you don?t understand, no service is happening here. ?I understand, this is our earliest appointment.? This is unacceptable you can send someone on a different day, I?ll be waiting. ?I understand, this is our earliest appointment.? Really, those are the only words you know!?! I quickly learned it is impossible to argue with a robot that only knows 7 words. I asked to be place on a cancellation list for earlier service. Like that will actually happen?no one is going to cancel when they have waited 4 weeks for their un-trained, un-caring ?service? repairman!

We will report on this tomorrow, however I do not have high expectations.

I will never but another product unless it is European made. I have had so much trouble with this machine which I bought two and half years ago. It’s been repaired three times. They are state wide. They’ve got offices in Austin, Dallas, San Antonio and I’m not sure where else. They are little bit expensive but they know what they are doing and they know their products. I am happy with them. They are prompt. They will call and remind me to make appointments to those warranty service and will call and remind that they going to come the next day and also the time frame. They are little more expensive but I won’t rate that against them because they do such a good job.

I would not recommend them to anybody. They are not worth it.

1) When the tech finally did show up he gave us inaccurate information on the price for the parts and placed an order for cheap in house brand generics from their own warehouse after lying to us about were they really come from. (Not OEM whirl pool parts) but affordable quick fix parts 2) The parts came in late : broken and not packaged Adequately -Twice!! 3) The tech's name is Mike - Id # 0797282 : He left his tools behind at our home and failed to comeback in pick them up even after 3 phone calls ! & multiple contact attempts via customer service>>> He also cancelled our follow up appointment on us without an excuse and lied about showing up for the job to cover his own neck. 4) Customer service is an absolute chaos! They are not transparent with the client and do not communicate will with their own internal Accounting Department (Billing). 5 )If you ask to speak to a supervisor they will not call you back ! 6) The dispatch department will do everything they can to cover up for the tech's Unprofessional attitude! 7th) Because A&E in connected to SEAR's they feel they have it made in reputation but are not a Company we would recommend to anyone - EVER ... They will go out of business.

They are a terrible, terrible company. They come in and it is almost like they run a scam. It is a nationwide sears holding company. I originally got the name when I bought my washer and dryer and they were the company recommended to follow up with the warranty. I had them out for a couple of things with no problems. It was when the units actually broke down in the first couple of years that I had a problem. They basically came in a took the washer apart and laid all of the parts down on the floor. He explained to me what the problem was and said that they were going to charge me three hundred and eighteen dollars. I did not pay much over that for both the washer and the dryer. He then called his boss and said to me oh I have wonderful news that if you buy this maintenance agreement it will only cost you two hundred and something dollars. I was so taken aback and unprepared with the parts all over my floor that I let them go ahead with the repair rather than telling them to get out of my house. I give them F- across the board. It was a traumatic experience for me. I felt that I could not do one thing to stop it. The man was in my house, my washer was completely taken apart with parts all over the floor, and he just ran this scam on me about charging me three hundred and something for the work, but dropping the price if I purchased their agreement. If I wanted to washer put back together I had to pay him. I have heavily researched this company and dealt with them since the service.

Service person (Technician ID 0006254) took washer apart and and laid all the parts out on the floor. He called me in (laundry room) and pointed to a part on the floor and told me that the clutch was bad. The cost to replace it was going to be approximately $330.00. I said the machine cost $397.00. How can that be? And the machine wasn't even two years old. I went to my office to get my purchase paper work and to call Whirpool. He called me back into the laundry room and said he had talked to his boss and that they would repair it for approximately $288.00 if I purchased a 2 Year Protection Agreement with A & E Factory Service for $170.00.The cost to repair would then go to approximately $118.00. I then asked him if he could repair it for the $118.00 and not have to purchase the agreement. With no service agreement the price would then be the original $330.00. (I felt like I was dealing with crooked car salesmen!!)

The repairman who had came and performed the services was very professional. This company always seems to get the job done and gets it done right the first time around, where I don't have to call them to come fix or finish the job. Their prices are very reasonable.