Kitchen Aid Repair by A&E Factory Service
Complaint
Mark
Country: United States
A&E Factory Service, Northern California Citrus Heights, CA On March 30, 2007 I purchased a condominium that came fully equipped with Kitchen Aid brand appliances included the refrigerator that is referenced below.
Beginning on July 25, I began experiencing problems with device not holding temperature. After calling customer care and receiving troubleshooting information I waited to request a service call. On July 27, after no improvement I called to schedule an appointment.
I was referred to A&E Appliance (18007713029) who informed me that the soonest appointment I could get was Tuesday, July 31, 2007. After waiting the four days for service I encountered over $200 in food loss due to unsafe temperatures. My time window was 1-5. After leaving work half way through the day unpaid to be present for my scheduled appointment I did not receive a telephone call from the service technician until 5:15 P.M. Upon inspecting the fridge from approximately 5:45 until 7:30 Chester, the technician informed me that I would need to make an additional appointment 10 days from now.
He also informed me that I would have to accept delivery of the parts. This poses several problems for me. 1) I work 60+ hours a week and arranging to be present to accept a package is a huge burden. I requested that the package be sent to his office/service location. He said that this would not be possible. 2) I am unable to make a realistic appointment do to unforeseen scheduling conflicts.
The next possible time made available to me was Friday, Aug. 10 which I knew would not work so I made an appointment on Saturday, Aug. 11 from 8 - 12. Ultimately, I am being asked to wait over 15 days without a fridge that should not be having these problems in the first place. This is a $2000+ fridge that was purchased than 6 months ago! What does your company expect your customers to do? Where would you like me to store my food? How much do you expect your customers to be inconvenienced before you simply replace the fridge? This whole process has been extremely disappointing, frustrating, and costly. I would expect more from a well known brand like Kitchen Aid.
Beginning on July 25, I began experiencing problems with device not holding temperature. After calling customer care and receiving troubleshooting information I waited to request a service call. On July 27, after no improvement I called to schedule an appointment.
I was referred to A&E Appliance (18007713029) who informed me that the soonest appointment I could get was Tuesday, July 31, 2007. After waiting the four days for service I encountered over $200 in food loss due to unsafe temperatures. My time window was 1-5. After leaving work half way through the day unpaid to be present for my scheduled appointment I did not receive a telephone call from the service technician until 5:15 P.M. Upon inspecting the fridge from approximately 5:45 until 7:30 Chester, the technician informed me that I would need to make an additional appointment 10 days from now.
He also informed me that I would have to accept delivery of the parts. This poses several problems for me. 1) I work 60+ hours a week and arranging to be present to accept a package is a huge burden. I requested that the package be sent to his office/service location. He said that this would not be possible. 2) I am unable to make a realistic appointment do to unforeseen scheduling conflicts.
The next possible time made available to me was Friday, Aug. 10 which I knew would not work so I made an appointment on Saturday, Aug. 11 from 8 - 12. Ultimately, I am being asked to wait over 15 days without a fridge that should not be having these problems in the first place. This is a $2000+ fridge that was purchased than 6 months ago! What does your company expect your customers to do? Where would you like me to store my food? How much do you expect your customers to be inconvenienced before you simply replace the fridge? This whole process has been extremely disappointing, frustrating, and costly. I would expect more from a well known brand like Kitchen Aid.
Comments
But a tech. cant have every part for every machine ever made? If management would promote from withen instead of hiring outsiders with no service experiance, The customers experiance would be better, but now they fired all the good "over paid" long term managers, and replaced them with Idiots. Not just any Idiots...Blithering Idiots,
The fact is most of the "real tech's" are running behind the under trained hambuger flippers, that management thinks can become a tech by riding with a senior tech for a few weeks. They cant learn in a few weeks what takes 20-30 years to develope. Duh...
Go for the juggler, Contact the head morons at Hoffman Estates Ill. They dont want to hear from you, they want the problem handeled at local levels so they can live in their make believe world that everything is fine....
When they get service at headquarters, they get their As*es kissed and they think all customers are treated the same way.
Its a big company with a lot of business, like the terminator, they are hard to kill.
P.S. Please dont put them out of business, I need my Job. Even though I Know longer like the company, it pays the bills. I used to be a great place to work when. The real Sears Management was still in charge.
(Whirlpool) washer. The Maytag extended warranty tells me on Dec 23rd A&E would be out on Tues Dec 29 between 1 and 5 PM. I get home at 4:50, they had called saying they would be "a little late." No exageration!
At 5:44 the service people call to say the guy showed up and no one was home! Both myself and my brother-in-law were there, he all day, me from 4:50 on. They tell me that A&E will call to reschedule. I told her THE NEXT DAY BETWEEN 8 AND 10AM! She says 8 and 12. The guy comes out tells my in-laws I'll have to pay 84.15 as he was only given 155.00 to work with.
I call the service center (not A&E) early AM, the girl there says she will contact the repair center (A&E) and they will call back. Well its now Jan 1, 2010 and no call. I'm going to try one more time, then I'll dump the service center and the extended warranty. Time to go local. Next washer WILL NOT BE A WHIRLPOOL OR ANY EXTENDED TENTACLE OF WHIRLPOOL ! !
DO NOT USE A & E Factory Service under any circumstances. The technicians have posted and admitted that there is relatively no training.
No company has a perfect record for repairs, but if needed you want to be treated politely and have it repaired the first time with skilled technicians.
It was confirmed this Dishwasher is still under Warranty until August 2010.
A technician from A&E Service Factory arrived, and claimed he had no knowledge of our KitchenAid Warranty. We even called KitchenAid Customer Service, while this A&E Factory Service Technician was at our home, to confirm our Warranty! This A&E Factory Service Tech. refused to believe it!
A diagnosis for the loud noise from our Dishwasher is a Motor about to go out. Our Warranty covers all parts. A new motor would be covered. We were willing to pay this A&E Factory Tech the labor costs he demanded; however, we would not pay for a new motor.
This A&E Factory Tech then walked out of our home, without even attempting to double-check our Warranty status with his Superior.
I sent several emails to KitchenAid that evening, requesting further assistance. I received NO response from KitchenAid. I had to call KitchenAid the next day. KitchenAid would not wiave the costs for another company to come to our house, and install a new motor, which we still need to run our Dishwasher.
I wonder if this is a stall tactic, until out Parts Warranty runs August 2010?
I will NEVER purchase any KitchenAid appliance in the future, or allow A&E Service Factory anywhere near my home!
Told part would be here today. NOpe tomorrow.
Told reschedule for repair tomorrwo(after part arrived), nope 3 days from now according to their records.
Multiple phone call, some nice, some angry, no use. Nothing can do about it, but warn fellow consumers to stay away from these half-wits.