This is YET another complaint about this horrible company. I bought a new Whirlpool Gold stainless steel french door refrigerator from Lowes on February 20, 2011. On October 28, 2011 my refrigerator was no longer working (not cooling and making a loud buzzing noise). I called the Lowes that I bought the refrigerator from at 8:36am to report this to them, and they gave me the number to schedule a service call which was 1-800-445-6937.
After going through the prompts of the automated system I finally spoke with a "customer care specialist". I explained to her what was going on with the refrigerator, and that all of the food that was in the refrigerator and freezer was now warm, and that I needed someone out to fix this problem. She informed me that the earliest that someone could be out would be on Monday October 31, 2011 between the time frame of 8am and 12pm.
I told her this was unexceptable, that I needed someone out because I have now lost all of the food that was in the refrigerator. She told me "how sorry she was", but unfortunately this was the earliest appointment that they could give me. I told her that this was horrible customer service, that this was an emergency, and that "Lowes" should have someone available that could handle a "emergency" service call. She then again expressed "how sorry she was", but this was the earliest that someone could come out to my home, and she "understood" my frustration with the situation. I hung up on her.
Sunday October 30, 2011 I received a phone call from 1-800-905-9505 confirming my appointment with A & E Factory Service between the hours of 8am and 12pm, and was also told that the technician would call 1 hour prior to coming to my home. I was excited that someone was coming out to fix my refrigerator! On Monday October 31, 2011 at 9:38am I received a phone call from 1-800-905-9505 letting me know that the service technician was running behind schedule. It did not tell me how far behind that he was running, so I knew not to go anywhere, and I knew that the service technician would be calling prior to coming to my home. I received a call from the service technician at 11:26am, he told me that he would be arriving at my home in the next 20 to 30 minutes. I told him that I was at home and waiting.
Once he arrived, he came into my home asked what the refrigerator what doing, and proceeded to pull the refrigerator away from the wall. He plugged the power cord into the wall, and listened to the loud buzzing noise. He then removed the back lower panel of the refrigerator, and knocked on the compressor. He unplugged the refrigerator, waited a minute and plugged it back in...still making the same noise. He told me that this was "unusual" because this was the best compressor, and that he would have to order one because he did not have one on his truck.
He told me that it could take up to 3 or 4 days for the compressor to arrive, but it would be delivered to my home via UPS. He did tell me that they had been known to arrive next day, and when he ordered the compressor he placed a "emergency" rush on this part. He scheduled my next appointment on Wednesday November 2, 2011 between the hours of 1:00pm and 5:00pm with the hopes that the compressor would be delivered the next day.
At 6:53pm on October 31, 2011 I received a automated phone call from 1-800-905-9505 telling me that I needed to reschedule my appointment for Wednesday November 2, 2011. When I called them back, the person on the phone said that I did not need to reschedule the appointment that this call was to let me know that a "part" had been ordered, and it was being shipped to my home. I thought no sh*t, I was right there when the guy ordered it. I told the guy on the phone that I knew this, and he told me to call the 1-800-905-9505 when the part arrived.
At 1:09pm on Tuesday November 1, 2011 I received a automated call from 1-800-905-9505 again telling me that I needed to reschedule my appointment and to call them back. I called immediately back, and was told that we did not need to reschedule that they were checking to see if the "part" had been delivered yet to my home. I told the woman on the phone that the part had not arrived yet, and she told me to call back as soon as it came in.
At 1:42pm on November 1, 2011 I called 1-800-905-9505 to report to them that the "part" had just arrived at my home, and that I would be home on Wednesday November 2, 2011 for the 1:00pm to 5:00pm appointment. The woman on the phone said that the service technician would call prior to coming to my home, but if he did not get an answer he would come to the home and leave a "door tag" letting me know that he had been there. I told her that was fine, but I would be at home waiting on him because I wanted my refrigerator working.
I was at home by 12:30 Wednesday November 2, 2011 to make sure that I did not miss the service technician. With the front door open, cars in the driveway, I waited for the service technician. At 3:35pm I received a call from the number that I have come to know well...1-800-905-9505 yet again the automated voice on the line said I needed to call to reschedule my appointment. At 3:37pm my phone rang for 1 second (love cell phones) from a "blocked" caller, I tried to answer the call but I guess I was not fast enough in that 1 second because they hung up.
I then called the 1-800-905-9505 to be told that the service technician had tried to call me, and there was no answer so he had left my area and I needed to reschedule my appointment. I told the person on the phone that IN FACT NO ONE HAD CALLED ME, AND I WANTED HIM AT MY HOME! I was told that he could not come back to my home and that we would need to reschedule. I told the guy on the phone, who could barely speak English, that I wanted to speak to a supervisor. He told me that his supervisor was very busy taking other calls.
I told I did not care, that he needed for find someone for me to speak with, he then hung up on me. After making 3 additional calls to the "call center" (800-905-9505) I then called the local office that the service technician would come from. I explained that I was in fact home, that no one had called me, and I wanted this guy at my home. I was told that I needed to reschedule my appointment he would not be back today. I told this woman that he was never here to begin with!
Needless to say after being hung up on by this woman at the local office I was seeing red! After making 6 additional calls, 3 to the local office 281-647-1400 where I asked to speak with a supervisor or the owner, and was told that there was not a supervisor at this location or a owner, then 3 to the 800-905-9505 where I finally spoke with a supervisor named Robert. I tried to calmly explain my situation to Robert, and how unhappy I was with the poor service that A & E Factory Service was providing. He said that he could understand how I felt, and told me how sorry he was that all of this has happened to me.
He would expedite a inquiry into the technician that had my service call, and that he would contact the local office to forward my complaint to the manager of this location. I should receive a call on Thursday November 3, 2011 from the local office to try and resolve my situation. Robert told me that he feels that the service technician did not want to do my service call because it takes around 2 hours to remove the old compressor, and then place the new one, and because it was so late in the afternoon that he did not want to do it. That upset me even more!
So here we are November 3, 2011 at 8:07 am and I am waiting on the phone call from the local office. I have yet another appointment scheduled for this afternoon between 1:00pm and 5:00pm to get my refrigerator fixed. After reading many of the other complaints on here, I have a feeling that my saga with A & E Factory Service will continue for some time. I have filed a complaint with the BBB, Whirlpool, and Lowes. I agree with others that have posted complaints on here that there needs to be a class action lawsuit against this company. I do not understand why BIG companies like Whirlpool, Lowes, and others use this company with such a horrible track record.
By them using A&E this only brings negativity for these other companies. Mismanagement, horrible customer service, lying, and price gouging just to name a few of the practices of A & E Factory Services. I plan to video tape the service technician this afternoon, that is if he shows up, because I feel that my refrigerator will not be fixed. I also plan on recording all future phone calls having to deal with this company, for further evidence of their negligence when it comes to warranty calls on all of the product that they service.
Maybe I can find a attorney that would be willing to file the class action lawsuit against this company. As of right now I am out the money spent on the refrigerator (bought brand new), all of the groceries that was in it, and missed time from work. That's not to mention all of the money that has been spent going out to eat for a family of 4 everyday since Friday October 28, 2011. We will see what happens today...