We called for warranty repair service on April 21, for our new Whirlpool Duet front loading washer, by calling the Whirlpool Customer Service number. It was apparently answered by A&E's call center; an appointment was scheduled for April 26th. When the technician arrived, he determined that an electronic component had failed, a part needed to be ordered, the part would be shipped to the house, and that we would need to call back A&E when it arrived, to schedule a new appointment.in a few days the part arrived, and we called A&E. An appointment was given to us for Saturday, May 5th, from 8 AM to 5 PM.
On Saturday, around 3:00 PM, we started to get a little anxious, especially since we had pre-paid $50 event tickets for later in the evening. We called A&E and were informed that the serviceman was coming later in the afternoon (since it was already "later" in the afternoon, we found the comment less than reassuring). Just after 5 PM, we called again; we were informed that the serviceman was still on another appointment, but he was coming. When asked why nobody had called to let us know, A&E couldn't give an answer, but did offer to have the serviceman call to let me know when he would arrive. When we inquired about a reschedule, we were told it could be moved to Monday, May 14th (9 days hence!) - So we elected to keep Saturday's appointment.
Around 7:00 PM (already missing our evening event) we got a call from the serviceman. He stated he was still on another service call in a town about 20 minutes from here, and although he couldn't tell me when he would arrive, he stated he was still coming, and would call me before he left that location.
Around 9:15 PM, after no call or no appearance by the serviceman, we called A&E again, were told the serviceman had "gone home for the day", and that it was our responsibility to call A&E on Monday to reschedule an appointment. When we asked to speak to a Manager or Supervisor, we were put on hold for approximately 20 minutes and eventually, after some very annoying static-laced music, we gave up.
Given what we've subsequently read about A&E, we fear this could be the beginning of a long story, but we'll try to hang in. Whirlpool is not doing itself any favors by contracting service out to such a dysfunctional and poorly run organization as A&E Factory Service
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