A and E Factory Services, owned by Sears A and E Factory Services Rip off. Ohio

Samsung Washer Repair Journal

Dates

Feb 12: 1^st visit. Technician looked at washer and ordered parts.

Feb 24: 2^nd visit. Technician replaced the tub, then had to use a rubber mallet b/c new tub was defective.  That evening, upon washer’s first use, the washer was worse than 1^st problem. A and E called.

Mar 5: Technician scheduled to come out. Instead he called by phone and listened to washer. He determined it was the same issue, reordered same parts. He schedule repair for Mar 12.

Mar 12: No show. See notes below. Scheduled for Mar 18.

Mar 18: No Show. Rescheduled for 9am Mar 21.

Case Numbers

A and E Factory Services: 2224340  “Gloria” was the case manager.

Samsung: 5107977859   Case assigned Feb 7 for repair of factory warranty parts. We were told to contact Sears. (800-726-7864) spoke to “Manny”.

Chronological  conversations:

Feb 12: Repair technician diagnosis problem.(Loud noise in low spin, stopped noise at high rpm) It IS factory warranty work. He states the repair will take 2 hours and 2 technicians. He orders the part, and we paid $206.40 for the labor of two technicians. He said the part would be shipped to our home and set our repair date of Feb 24.

Feb 23: We receive “robo call” our technicians would arrive tomorrow between 8 and 5.

Feb 24: ONE technician comes and performs work in less than an hour. The NEW tub was defective and installed anyway. Technician used a rubber mallet on the tub to correct. Turns on spin for less than 5 minutes and leaves. That evening we put first load of clothes in. When high spin started it was noisier than before and vibrating badly. We call A and E Factory Services and report problem.  Repair date is set for Mar. 5.

Mar 4: We receive “robo call” our technician would arrive tomorrow between 8 and 5.

Mar. 5: Technician calls on the phone. He asked to “hear” the spin cycle on the phone. Determines it is the same problem. He called back and states he ordered part to be shipped to our home, and our appointment would be  March 12.

Mar 6: we received a call from Samsung.  Believed it to be A and E Factory Services.  We were asked if A and E Factory Services was addressing our issues with the Washer.  We stated yes, they were addressing them. Samsung issued an email from “Nicolas” to A and E Factory Services cancelling their case since they were addressing our repair needs.

Mar 10: we receive the new tub.

Mar 12: We did NOT receive “robo call” night before. We called A and E Factory Services (800-905-9505) at 830  that morning. We were told at that time that we were on the schedule and technician would be there before 5.

At 2, we called the last repair technician we had. He stated we were not on his schedule, but he would call in for us. He called back and stated we had been taken off the schedule per Samsung and we were rescheduled for the 18^th.

Nobody called us to state we had been taken off schedule. Furthermore, if we were cancelled because Samsung cancelled us as “repaired” why were we already rescheduled for the 18^th?

We called : A and E Factory Services, Sears and Samsung. Through multiple transfers and holds, we were on the phone 3 hours and 22 minutes total. At one point we were “escalated” to a “Manager” who told us that Samsung cancelled and the technician would not have had parts. We stated if Samsung cancelled, why were we already rescheduled, AND the part has been in our garage since Mar 10? We stated that it appears someone dropped the ball and was trying to cover their a*s. He then told me he would not talk to me any longer because I “cursed” at him. The only term  used was “a*s” and it was not directed at him.

We called Samsung again and they said the shipped the part, and they only cancelled their request since we had our own request in.

Mar 17: we receive “robo call” night before our technician would be there between 8 and 5.

Mar 18: we receive a call from A and E Factory Services at 936 am. A very nice woman who stated since we had had so many issues she wanted to let us know we were the first residential repair. She stated the technician was at the Sear store in Jackson and he estimated his arrival to our place at 10:40am. She asked how far away we were from Jackson.  We stated “16 miles. We are up 15 miles on route 35 and one mile off route 35”. She stated “ let’s have a window then, he will be there between 1030 and 1130am.  Please let us know if you need anything else and again we are so sorry for all your inconvenience”.

At 1pm we called A and E Factory Services.  We spoke to a gentleman with a VERY thick accent and he was difficult to understand on the phone. We told him about our earlier call and that the technician was not here yet. We were concerned there may be a problem. The person on the phone was very curt, and stated: “it is not 5pm yet and your window is between 8 and 5.”  We hung up.

At 208 pm, we called A and E Factory Services again. This time we were told our technician had been “diverted” to Wilkesville Ohio!  The operator said “isn’t that closer to you than Jackson?” I stated no, instead of 16 miles away he was now an hour and a half away.  He stated the technician had until 5 to be at our house.

At 505 pm we called A and E Factory Services and spoke with “Herberto”. He said he’d call the technician, and put us on hold. He came back on, stated they could not locate the technician and transferred us to Sears Customer Service and a woman named “Erica”. She transferred us to 3^rd Party complaints with A and E Factory Services to “Marie”. She transferred us to “Aunie” in dispatch. We were put on hold for 30 minutes. The phone then went dead and started a busy signal. We hung up and no call back.

We called 800-905-9505 again and got James at 540 pm. James transferred us to “Star” in case management. She put us on hold for 22 minutes and then told us they do not know what happened to the technician, he had others that had not been serviced but he was “showing” he was still servicing.  She asked us to wait until 7 (we were here all evening) and profusely apologized which we taped. We were promised that a supervisor would call us first thing in the morning to correct this situation We got off the phone at 624 pm after making clear the next technician had to be here Friday March 21, 2014 before 9 am PERIOD. She again stated we would receive a call from a supervisor to set up the repair in the morning. 8pm…the technician was a no-show.

Mar 19: at 1208 we received a robo call from A and E Factory Services. The robot instructed us to call: 800-905-9505 and set up a service call time. Instead, at 230 pm we drove to the Chillicothe Sears store. We got the appliance department manager “Iris” and let her know our situation and what we had been though. We also indicated to her, we had purchased in the past 3 years from Sears: Samsung Washer, Dryer, and Refridgerator. A Kenmore glass top convection range and a microwave convection oven as well as 2 Samsung flat screen TV’s. 

“Iris” called A and E Factory Services.  We had already played our tape of the conversation with “Star” the night before. A and E proceeded to tell “Iris” that we were marked as “NOT BEING HOME”! “Iris” ask A and E what time the technician was at our home, and she was put on hold. After a half hour on hold, Iris too was no longer connected. Welcome to our world. “Iris” then called Pete Sommers an A and E Factory Services district technician supervisor and explained our situation.  We left Sears at 330 pm. 

At 430 pm“Iris” called us and stated Mr Sommers said he tried to call us, but we would have a technician before 9am Friday March 21. At 444 pm, we received a call from: 614-252-9067 stating we would have a technician at our home for the repair by 9am Friday morning.

Mar 20: 1150 am. Received  “robo call” that service was scheduled tomorrow, Mar 21 between 8 am and 5 pm. We were very specific: the technician had to be HERE before 9 am! We were assured the technician would be.

1248 We received a call from “Jennifer” with Sears. She said she was our case manager and that we were now “blue ribbon” priority.  I stated we were driving, so she said she would email us right away with our case number and her contact information. We discussed our proper email address and she read it back. At 520, we still did not have this email from her.  We called 512-248-4818 and got voicemail. It stated she was in the office 8 to 430. (Texas is an hour behind us). I stated we did not get the email we were promised. So much for “BLUE RIBBON” customers. She was nice though.

Costs

Samsung

$579.17   parts for factory warranty ordered Feb 12

$579.17  parts for factory warranty ordered Mar 5.

$1158.34  in parts

Parkers

$206.40  labor paid Feb 12.

$3250 in lost wages for not scheduling inspections on:

Feb 12; Feb 24; Mar 5; Mar 12; Mar 18

Cost of a new Samsung VRT Steam Washer at Sears: $999.88