On July 7th, 2011, we purchased a new home with brand new Whirlpool appliances. Month #3, the Microwave goes out, and we call Whirlpool to schedule a warranty service. They refer us (nicely) to A&E Factory Service (1-800 number) and we schedule a repair on October 10th, for October 17th. The repair technician advises us he will charge us a large fee for service if "he can't find anything wrong", prior to coming on the 17th. I told the tech, "it don't work.....at all." On October 17th, the tech shows up (late) and looks at the microwave. He never takes it apart, but runs up a computerized parts list and repair order totaling $469.00-$604.00 (the microwave on line costs $269-$324, brand new). He then states the total repair is "free" and he'll return on November 5th or 6th, when the parts come in (they were being sent to our address).
On November 1st, no parts arrive and we call the A&E factory center and they advise the parts are on back order and promise a repair before November 12th, and that the parts are scheduled to arrive on November 11th, 2011. On November 5th, we call to check on parts status, and the service tech at A&E Factory service stated the parts are still on back order and will not arrive until November 18th at the earliest. The A&E Factory Service Rep then states it will be past Thanksgiving before parts will arrive and again refuses to replace microwave to save money and time.
At this point, we decide to cancel the repair (since it obviously was not going to happen and A&E was in breach of their verbal contract with us). A&E Factory service acted elated that they were successful in duping us out of a repair, and they will probably still charge Whirpool $150 for a customer contact and trip charge. sad. BTW: A&E factory service is NOT an accredited business with the Georgia BB&B. If anyone has to use this company, I assure you this is a class action just waiting to happen. We need the right attorney to pick this up and expose these frauds for what they really are doing.....NO WARRANTY WORK AT ALL.