A&E Appliance Repair Whirlpool CEO, Jeff M. Fettig -- Get this!
Complaint
Mitch of West Hills
Country: United States
Customer "Service?" -- no it is customer dis-service!
I've been around a long time and have had my share of bad customer service.
Congratulations on being the worst ever.
This refrigerator was not only the most expensive, it was also the most problematic. We've had it repaired 3 times in 5 years. The last technician said it was a design flaw. We've had it parked on the porch deciding if we should spend yet another $200 to fix it for a year or so. Then we found the recall and I secured an appointment time of 8AM to 12 NOON on May 1, 2012. I got a confirmation.
Just before 8 am, I called to have the service technician from AE Appliance [ a CERTIFIED repair outfit] call me so we could get an idea about when he would arrive and so that I could give him the gate code. No call back.
About 9AM I called to find out when the technician would arrive. No call back.
About 10:30 I called. No call back but an offer was made to call him directly. They did and assured me that the technician would call. He didn't.
About 11:30 I called. Asked for a supervisor. He assured me that he would get the information and yet NO CALL BACK.
At 12:30 pm (1/2 hour after the last possible time the technician could arrive and be on time I still had no call back. The supervisor then called him directly and found out that the technician said he was leaving Tarzana and would be here "within the hour".
At 2:33 PM 'Amir' called and asked me if the part had arrived [!!!!!!!] as he had no parts. He then told me he would try to find one and call back. This is after wasting the whole day waiting for this buffoon.
This is a recall. A competent company would have their technicians prepare for the day -- make sure they had what they needed to do the jobs assigned. A competent company would never allow a service call to run beyond the appointment time without a call or explanation. Or apology.
At 3:03 PM He calls (the wrong number) and tells my son that he can't find the part and will call back to RESCHEDULE TOMORROW MORNING. I'm still waiting at the property with no notice until my son figures out what I'm doing and calls me.
I took the morning off. Eventually I took the day off. Waiting. Waiting. Waiting. No concept of customer service has been exhibited by your technician.
No consideration for the wasted time of your customer.
No idea that he has done anything wrong.
He appears accustomed to doing no preparation (like parts???) no time relevance or a courtesy call to say, 'Hey, I'm running late', and certainly no work ethic with customer service, or competence.
Maybe Amir can be trained but whomever hired him and let him loose on the public should be fired.
With all the unemployed people in the area this is the best you can do?
Or is it more sinister than that? Is this horrid service by design? Whirlpool which owns the Maytag brand may have another motive. Do you, Maytag? Because it's a recall, you hire the worst possible companies to provide service as dis-service so that customers will get fed up and just throw out the appliances and buy new ones -- never again from Whirlpool and its brands of course. You save the service call and your company isn't overburdened with customers.
I even thought it might be a contest on who can get the worst service call complaint of the day and you can print them out, go out for beers and all have a good laugh as you read them aloud.
Seriously. You've kept A&E as your service contractor now for a long time. You must condone their unprofessionalism and incompetence.
I want someone to show up. On time. With the parts. If he or she smiles, that's a bonus.
Find me somebody who won't cost me another day of work and will get the job done right. That is NOT too much to ask.
If AE is still one of your contractors after this, you aren't serious about doing business and deserve to go the way of all the other crappy companies that ignore customers and don't value customer service as a top priority.
Mitch
P.S. I am not done complaining. I won't stop blasting your company until CEO, Jeff M. Fettig knows about this issue and apologizes for this horrific 'Whirlpool Experience'.
And maybe you should do it fast -- before I take it viral. This circus act of yours should be on YouTube.
I've been around a long time and have had my share of bad customer service.
Congratulations on being the worst ever.
This refrigerator was not only the most expensive, it was also the most problematic. We've had it repaired 3 times in 5 years. The last technician said it was a design flaw. We've had it parked on the porch deciding if we should spend yet another $200 to fix it for a year or so. Then we found the recall and I secured an appointment time of 8AM to 12 NOON on May 1, 2012. I got a confirmation.
Just before 8 am, I called to have the service technician from AE Appliance [ a CERTIFIED repair outfit] call me so we could get an idea about when he would arrive and so that I could give him the gate code. No call back.
About 9AM I called to find out when the technician would arrive. No call back.
About 10:30 I called. No call back but an offer was made to call him directly. They did and assured me that the technician would call. He didn't.
About 11:30 I called. Asked for a supervisor. He assured me that he would get the information and yet NO CALL BACK.
At 12:30 pm (1/2 hour after the last possible time the technician could arrive and be on time I still had no call back. The supervisor then called him directly and found out that the technician said he was leaving Tarzana and would be here "within the hour".
At 2:33 PM 'Amir' called and asked me if the part had arrived [!!!!!!!] as he had no parts. He then told me he would try to find one and call back. This is after wasting the whole day waiting for this buffoon.
This is a recall. A competent company would have their technicians prepare for the day -- make sure they had what they needed to do the jobs assigned. A competent company would never allow a service call to run beyond the appointment time without a call or explanation. Or apology.
At 3:03 PM He calls (the wrong number) and tells my son that he can't find the part and will call back to RESCHEDULE TOMORROW MORNING. I'm still waiting at the property with no notice until my son figures out what I'm doing and calls me.
I took the morning off. Eventually I took the day off. Waiting. Waiting. Waiting. No concept of customer service has been exhibited by your technician.
No consideration for the wasted time of your customer.
No idea that he has done anything wrong.
He appears accustomed to doing no preparation (like parts???) no time relevance or a courtesy call to say, 'Hey, I'm running late', and certainly no work ethic with customer service, or competence.
Maybe Amir can be trained but whomever hired him and let him loose on the public should be fired.
With all the unemployed people in the area this is the best you can do?
Or is it more sinister than that? Is this horrid service by design? Whirlpool which owns the Maytag brand may have another motive. Do you, Maytag? Because it's a recall, you hire the worst possible companies to provide service as dis-service so that customers will get fed up and just throw out the appliances and buy new ones -- never again from Whirlpool and its brands of course. You save the service call and your company isn't overburdened with customers.
I even thought it might be a contest on who can get the worst service call complaint of the day and you can print them out, go out for beers and all have a good laugh as you read them aloud.
Seriously. You've kept A&E as your service contractor now for a long time. You must condone their unprofessionalism and incompetence.
I want someone to show up. On time. With the parts. If he or she smiles, that's a bonus.
Find me somebody who won't cost me another day of work and will get the job done right. That is NOT too much to ask.
If AE is still one of your contractors after this, you aren't serious about doing business and deserve to go the way of all the other crappy companies that ignore customers and don't value customer service as a top priority.
Mitch
P.S. I am not done complaining. I won't stop blasting your company until CEO, Jeff M. Fettig knows about this issue and apologizes for this horrific 'Whirlpool Experience'.
And maybe you should do it fast -- before I take it viral. This circus act of yours should be on YouTube.
Comments
A&E has been to my home at least 5 times until they deemed the unit "condemned" because their own technician did so much damage to the unit (built in kitchen aid) that it is unrepairable! They want to pay us the depreciated value of the unit leaving us to have to buy a new one and shell out at least $5000 of our own money for a refrigerator that WAS fixable until A&E incompetent technicians got their criminal hands on it! Kitchenaid/Whirlpool who brought this outfit into our home will take no responsibility. I don't know how they can stay in business. No they don't care about doing the right thing. They are horrible.
Thanks,
Liz
Yesterday my whirlpool hot water heater died....this heater comes with a 12 year warranty and I had bought it - or should I say my plumber bought it and installed it on April 21, 2014....a little more than 18 months ago. I had to pay to get it installed. Now, I had to call my plumber back to do a diagnostic. After NOT being listened to by your customer representative Karen my plumber decided what we need was a new ESM - why your rep talked only in acronyms and was unable to find the instruction manual for this model is beyond me. I was SHOCKED to find out despite the fact that my heater was well within warranty that I had to pay for the part to be sent - and not just any postage - twenty dollars for two day delivery.
This is totally non 2015 customer service and I will let you know what I am going to do. I work as a teacher and teach about 150 college students. I will tell this story repeatedly throughout this semester and next as an example of HOW NOT to treat a customer. I was also told by Karen that I should get a whirlpool licensed technician to look at the heater - for which once again I would have to pay. Truly pathetic customer service.
I would hope by virtue of this note you will, at a minimum, refund my $20 and beyond that authorize either a total replacement if the part doesn't work or send a technician to my home free of charge.
Sincerely,
Bud
Model - ES50R123-45 D
Serial Number - contact me directly for serial number