I came to be a customer of A&E by purchasing an extended warranty for my 1 year old KitchenAid dishwasher that I purchased at Sears.
I contacted A&E in May to service the dishwasher. Technician came out and quickly determined that we needed a new pump and motor. He ordered the part with his very high-tech handheld computer, and scheduled an appointment for the following week, May 24 between 8-12 am, with the notes of schedule for first thing in the morning.
The part arrived. I called 800-905-9505. All was set for 5/24. The technician hadn't arrived by 11 am - EVEN THOUGH THE COMMENTS SAID FIRST THING IN THE MORNING. So, I called and advised the 800# we'd have to reschedule. Unfortunately, I was informed that you can't reschedule until the technician closes the call out, so the 800# asked me to call back the next day to make a new appointment.inconvenient for me. But, I said I would. Then, at 4:45 of 5/24 I get a phone call from the 800# saying the technician is on his way to my house! What? I told them I wasn't at home, don't send him.
I called the next day, and made an appointment for that Saturday, 6/2. I was told that they could do that, but couldn't tell me a time, so I'd have to be available all day. That was fine.By 3 pm on Saturday I hadn't heard from anyone, so I called the 800#. They put me on hold, said that they had contacted the tech and that he was in Sunland, and we were the next call.By 6:30 pm I hadn't seen nor heard from anyone. I called the 800#. They said that, actually, my appointment was for NEXT SATURDAY, 6/9! What??? Why had they told me three hours ago that I was the next call. Ugh. So, I settled for the next Saturday. Oh, and of course I requested First Thing in the AM appointment
Saturday 6/9. No sign of the tech. We call. He says he'll be there around 1 pm, but will call first. The 800# end up calling us at 12, I'm not hime, so I tell them I will be there in 20 minutes. I get another call 10 minutes later, this time from the tech, and I inform him that I am 10 minutes away. He has major attitude, says he'll JUST WAIT 10 minutes and then he has to leave - he has other customers! Of course, he has no idea how much inconvenience I have already suffered. I make it home in 7 minutes. He fixes the dishwasher, but leaves without tucking the rubber flanges back into the cabinetry. This is something that would take less than 5 minutes; I am not sure if he was just eager to leave, or is not professional. When I realize this a few hours later, I call the 800#. They advise that they can get someone out 6/12, First Thing in the Morning.
On 6/12 at 7:00 am I call the 800# to make sure we are the first appointment. They assure me that we are. I advise that I have to take my three kids to school, so please call my cell phone, as I will be less than 5 minutes away. They confirm the number with me. Of course, the minute I leave is the minute that the tech comes. Same technician as on 6/9. The only call I get is AFTER Manuel has left, from the 800#, saying they are sorry they missed me and the need to reschedule! WHAT??? I call the 800# at 9:05 am. Mary is going to have a manager call me to advise when the tech might come back out. I call Sears Corporate office in Illinois. Kelly tells me that a technician will be back out, but not until the afternoon. They cannot give me a specific time, but will call my cell phone before he comes. I leave the house. The tech decides to come back by at 11:18 am - WITHOUT CALLING ME - and leaves another note. I am sure you can see from all of this that the 800# doesn't communicate accurately with the techs, and vice-versa. A tech NEVER comes in the afternoon, and by 7:30 pm on 6/12 I have given up. I talk to Sherry at the 800#, who will request Saturday service, for 6/23.
You should know that I did try to escalate this numerous time to a supervisor, as the challenge is that everytime you call, you have to start over with your story, and no one really cares. They're in Texas, you're in California. They are CSRs, paid to process calls, and that's it. On 6/13 I spoke to Erma who hung up on me when I asked to be transferred to a supervisor. I also spoke to Lupe, who said she would transfer me to a supervisor, put me on hold for 12 minutes, and then disconnected me. I did eventually speak to one supervisor during this whole ordeal, Mel, who helped me get the 6/23 appointment.
How did it all end? Another tech, came out on 6/23 and fixed the rubber flanges within 10 minutes.
1 1/2 months of frustration for a pretty basic thing!
0 comments