How are they still in business?!?

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Complaint

0
Michele Christensen
Country: United States
I am in tears right now due to A&E and Kitchenaide!  Our compressor went out on a refrigerator that is only 2 years old.  We called Kitchenaide and were told to call A&E to schedule an appointment.  We had to wait 4 days for the service call and were given a window of 8-12.  When 12:00 came and went and after several calls to A&E to get an ETA, the tech showed up 2 hours late.  They ordered a new compressor for us which arrived at our home 4 days later.  When we called to make the appt for the tech to do the install we were given a date a week 1/2 later!  This would put us at 3.5 weeks of not having use of a refrigerator.  My husband called back and was able to get the appt changed to a few days earlier.  We were given a window of 1-5 and guess what?  No show!!  I called A&E at 445 and was told it wasn't 5 yet and the tech has a 1-5 window.  I insisted they call to find out his ETA she said she   would call me back after talking to the dispatcher, NO CALL BACK!  I called back again at 5:15 only to be put on hold why the rep tried to call dispatch and after 40 min of sitting on hold no one came back on the line so I hung up.  My husband called back a 3rd time and was told they rescheduled us for another time, 3 days from today's date!  We only found this out by calling them they never once called us back.  Rescheduling us without reason is unacceptable and with some arguing and persistence we told them to put us on the schedule for the following day at 8:00 a.m.  I called Kitchenaide to ask them why are they using A&E and what can they do to help us out?  I was given the “I am sorry but I won’t do anything for you but document your complaint” speech!  They don't care anymore than A&E cares!  
I have no idea if A&E will show up tomorrow and I have a feeling I will continue on for days/weeks until someone can squeeze us in and install the compressor.  I will never buy a Kitchenaide product again and I plan to find as many complaint sites including BBB to post this about A&E!  Why and how are they still in business!

Comments

  • 0
    A&E Cares
    Dear Ms. Christensen,

    We came across your posting and wanted to reach out and offer assistance. The service that you have received is not acceptable and we apologize for this. When you contact our office at A&E we make it our goal to service you product within a timely manner and to provide you with exception service. This has clearly not been done for you and we would appreciate the opportunity to right this situation. My name is David and I work for the A&E Solutions team and we want you to know we are here for assistance. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns.  In the email please provide us with a contact number and the phone number the appliance is listed under and we will contact you directly.

    Thank you,

    David V.
    A&E Cares
  • 0
    aug2k12
    Similar poor experience with A&E with a refrigerator repair: inexperienced technician and one of the worst customer service experience I ever had to deal with:
    1. The technician didn't seem to know much. He kept making excuses to go back to his truck where he made phone calls (I can only assume to get help)
    2. He claimed the controller board was bad and ordered the part. It turned out not to be the problem
    3. When the part finally arrived after three weeks, called to make an appointment for the installation, but was told that they don't have any technician available for another 12 days!
    4. Ended up calling another company who fixed the problem in one hour with no part replacement needed!
    I learned my lesson the hard way...

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