Dale Reeder, CEO
A&E Corp
1300 Louis henna Blvd,
Pound Rock Texas, 78664
Re: Employee 911818
Mr. Reeder,
I have had the misfortune of having purchased problematic appliances made by Maytag / Jenn Aire. My misfortune has increased exponentially after having been exposed to the unprofessional service staff your company has employed to represent the ideals of customer satisfaction.
Approximately 1 week ago I made a call to A&E for service on my dishwasher and was given the first appointment for 8/2/08, between the hours of 8am and 5pm. I was not thrilled with either the one week wait, nor the breadth of the time frame, considering that the first of my two days off from work would be engorged waiting for your technician, but helplessly accepted the appointment.
From morning into afternoon, we anxiously waited for your technician to arrive. At 5pm when he hadnt arrived, I called A&E to figure out what time he would be here. Sarah explained that at 10:23 am the technician determined no one was home and he moved on to service the next client. I was baffled by this explanation as my entire family was home all day, having been inconvenienced waiting for this professional to arrive. She said she would send a message to the technician to return my call within the hour.
Livid by the callous misrepresentation that no one was home, I began to rethink my day. At 10:23am this morning during a thunder storm, while having breakfast, my phone rang and a man with a heavy accent asked for an unfamiliar name. Without a second thought I quickly informed him he had the wrong number. I checked the called id, redialed the number and the person answered the phone hello? I asked if this was the A&E tech and he said yes.
At first he denied that he was the technician assigned to fix my dishwasher, but after having posed some irrefutable questions, he admitted that he had called and made the assumption no one was home. He then explained that all his fellow technicians were through for the day and he still had two appointments to complete, so he would not return to fix my dishwasher. He suggested I call for another appointment.
I immediately called and was told by Sarah that I needed to call tomorrow to make another appointment, as my file was still with the technician. I requested the services of a manager and Misty dismissively reiterated similar sentiments. She went on to explain that she could place a note in the employees file, but there was nothing she could do to resolve the immediacy of my need to have a working dishwasher.
I requested an emergency appointment and was told the company does not engage in that practice. She suggested that I call back at 8pm to reschedule another appointment, as that was the earliest the technician would send his update to the company. I became even more incensed when I was told the next possible appointment would be six days later on Friday 8/8/08, a day my husband and I work.
Mr. Reeder, needless to say I am enraged by the manner in which your company does business. Firstly your technician did not identify himself as an employee of A&E when he called my home. If he had, the occasion would not have arisen for me to write this letter. Secondly, he seemed either manipulative not wanting to leave the warmth of his truck during a thunderstorm to execute his duties, or he was overwhelmed by his workload, so he chose not to service my appliance, or he is grossly inept that he could not figure he was calling the wrong person.
The fact that I have to wait another week for an entire day again is egregious. When cutomers are inconvenienced in this manner, the company should take onus and extend itself to repair the damage done. The practices demonstrated by your staff, and the ideals of your company does not seem to epitomize customer satisfaction. Conversely, it serves to infuriate your customers. We pay astronomical amount of monies for the appliances and the service contracts and to be treated with callous disregard is egregious. Changes should be made to the way in which this business is operated, because it in not customer friendly and your customers are growing increasingly disenchanted.
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