- Report: #416689
Report - Rebuttal - Arbitrate
Complaint Review: A & E Factory Service
A & E Factory Servicewww.aefactoryservice.com Akron, Ohio U.S.A.
A & E Factory Service can't or will not provide estimates before coming out Akron Ohio
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I made an appointment for my gas dryer to be repaired over the weekend through Whirlpool and was told to call A & E after the weekend to get the cost of the service call and confirm that they got the message of what part I knew I needed for sure.
When I called, the rep said that it would be a $65.00 service call and that I would receive an estimate from the technician at that time. Knowing for sure that I needed a part replaced (and I provided the part #) I simply asked if I could get an estimate over the phone for just that part & labor if indeed the technician found nothing else wrong.
He said "we are just a call center and can't do that, only the technician on site can do that". I told him I thought that I understood the technician could find something else wrong with the dryer and I would accept that, I just wanted to get an idea of the additional parts and labor costs based on what I knew I needed so I could figure out if it was even worth repairing.
Then he floored me with his reply of "Sorry again sir, but I can't do that and we NEVER listen to what a customer thinks they need, that's the technicians job".
LOL - I can understand that lots of consumers aren't experts, but if I know I need a $5.00 part and can maybe get lucky and not have to have the guy make 2 trips, cant they focus on the customer and at least say it will cost about this much sir and if you are wrong about the part, no returns! I could live with that!
So, canceled since I have no idea what their final charges could have approximately been and decided to buy mama a new one since the old one is about 12 years old.
I did suggest to the rep to tell his boss how they lost business as in these difficult economic times, it did not seem to me that A&E was customer focused at all based on my conversation with him.
This report was posted on Ripoff Report on 01/27/2009 07:46 AM and is a permanent record located here: http://www.ripoffreport.com/r/A-E-Factory-Service/Akron-Ohio-44312/A-E-Factory-Service-cant-or-will-not-provide-estimates-before-coming-out-Akron-Ohio-416689. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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