Original Service Call: 10/13/07 (F70 error code and would not work). The Service Tech thought he was there to fix a washer and said he never had to work on a Duet dryer. He performed no diagnostics, but decided to replace one of the circuit boards to see if that would fix it. The part arrived in 6-10 days as expected, so I scheduled another service call. The same Tech came out and did not know how to open the dryer, so he pried off the front fascia ring improperly and broke all of the clips. He ordered the broken part and asked if I could install it myself when it arrived in another 6-10 days. I said "sure".
Days later, I received a strange URGENT call from a different Tech who needed to know when he was at my house, because the service order did not have the right details and he did not remember being at my house. I told him it was another Tech who was at my house. That raised my concern about the part order, so I called A&E. They had no clue about what was going on with the other Tech. Even though they assured me the part was ordered, it did not arrive within 6-10 days as expected. On calling them again, A&E stated they did not see the part order and they resubmitted the order.
The part arrived some time in November, but it was the wrong color. Called A&E who again said they ordered the new part, and stated to me on the phone that it would be sent right away and the service Tech would be out to pick up the wrong part. I asked the rep to add several comments to my file about the problems I have had with their service, and she guaranteed someone would call within 24 hours to discuss. I asked her to add 5 bullet points about all of the problems I had with their service, and she stated the comments were entered in my service record. I never received a call.
When the Tech arrived a week later, he took the wrong part and ordered the correct part while in my driveway, because he said the order was on hold until he picked up the wrong part that was previously sent. Remember that the Service Rep told me the part was to be sent right away, not after the Tech picked up the wrong part. The replacement part was not sent until late December, and it was the wrong color again.
12/29: Dryer issuing F70 code and not working again. After scheduling service through the Whirlpool web site, I called A&E (Stephanie) who said a Tech would have to come out to order the part, since A&E customer service reps do not know part numbers. I told her a service call is scheduled for 1/3, so that Tech could order the part. I also complained (very nicely without yelling or being demeaning) that this was the worst service I have ever received from a company, and that I needed to discuss with a supervisor. She said one would call within 24 hours. I told her that was the same response I got last time, and that nobody ever called. She said that was because a message was not sent by the prior rep. I asked about the multiple lines of comments that should be in my record, but she said there were no comments in my record. Someone either deleted or never entered the comments they guaranteed were in my record. Stephanie said nothing; no apology, no explanation, no concern whatsoever. I called back to cancel my service appointment with A&E to try a different service company. The Service rep said a Tech would need to come out to verify the model number. I told her they obviously had the right model number, because they sent the right part, only in the wrong color. She said a supervisor would need to call me back to figure out how to handle. I told her this was the worst service I ever received from a company and that I am filing complaints with A&E and Whirlpool (I've only filed one other written complaint in my life of 45 years). I called Whirpool's parts department myself, who then called A&E to work through the issue. The Whirlpool rep stated it was resolved and that Whirlpool is sending the part directly. Why wouldn't A&E take the same 10 minutes to do what I did? Because they do not care one iota about "customer service", and they make that very obvious.
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