In June I purchased a Frigidaire refrigerator from Sears. Recent problems with it prompted me to call one of Sears companies, A & E FACTORY SERVICE. It has now been 8 days since I contacted A&E FACTORY SERVICE, one of Frigidaire's recommended factory authorized service companies. My refrigerator is still broken.
I called them 3/7/05 and asked for a service call. I told them at that time the compressor was bad and they should bring a new compressor with them. They did not. The tech shows up 3/9 and after 10 minutes announces the compressor is bad (HA) and they will have to order one. It should be delivered in 1 to 2 days.
After 2 mis-shipments by DHL, the compressor shows up on 3/11 but the required dryer part shows up 3/14 (only after I (not A & E) made repeated calls to DHL to locate it.
The tech shows back up 3/14 about 4:30 PM and announces the new compressor is bad. 3/15 they order another compressor. It may ship in 24 to 48 hours and this is an EMERGENCY ORDER. A & E tells me that the compressor MAY be here 3/16 so they have scheduled a tech for 3/17 as long as the part arrives. Of course I am responsible to call A & E to tell them their part is here. I had to almost require the service relations person to contact the right people to tell me when the new compressor would be here. Great service, right?
I do not believe that based on the situation that A & E could not locate a compressor locally and go pick it up and fix my refrigerator. It is probably shipping from a local site anyway. They are so "in the box" there seems to be not one thought of trying to resolve the problem. Just tell the customer to get in line and comply with what we here at A & E do.
This has been a farce from day one. All I can do is complain, but Frigidaire should expect and require more from their authorized service dealers and Sears should certainly expect and require more from thier companies.
No more a & e for me and no more sears/kmart shopping for me and no more frigidaire products for me!
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