ED Magedson – Founder
A & E Factory Service - A Sears Company1300 Louis Henna Blvd Round Rock, Texas United States of America
Another horror story about A & E. My 2 year old Whirlpool washer broke down. We have an extended warranty with GE Warranty Service (now owned by Assurant Solutions). The sent us to A & E.
11/2 - An A & E service man came and diagnosed the problem. He said he would order parts. When we received the parts we were to call A & E to set up another service call. We received the part on Friday, called A & E, and were told that they couldn't get out until Tuesday, 11/10.
11/10 - A different service man came. He installed the parts. The washer worked for a minute then failed. The repairman said he would order parts again. The parts arrived on Friday . A & E set up an appointment on the following Tuesday, 11/17. By this time I was really angry. I had run through $20 in quarters doing our laundry.
11/17 - Another service man showed up. This time he installed the parts. They didn't work. He called a tech at A & E to talk him through. Not only did the parts not fix the problem, there was now an elictrical problem which burned out one of the panels. I suggested that it was time to stop trying to repair the washer and report to Assurant that the machine was unrepairable. In that case the warranty called for replacement of the machine. The repairman refused to do this. He ordered new parts. I requested that at the very least A & E expedite the shipment of the parts. The parts arrived on Friday. A & E set up an appointment for the following Tuesday, 11/24.
11/24 - Today. The service man who first diagnosed the problem came to install the new parts. He was surprised to find that the washer had not been fixed. He said that the initial problem was very simple. He also noticed that there had been an electrical problem, and noticed the evidence of burning. He installed the new parts. The washer still did not work. He talked to a tech at A & E. I urged them to declare the washer dead and let us move on. The tech concluded that he would escalate and send out another repairman. I reached the end of my patience and told them that I would not let A & E into the house to fix the washer.
I spoke to Assurant (AKA GE Warranty Service). They will not replace our washer unless A & E tells them it's unrepairable. In the meantime we have to take our laundry out, and pay for each load we do. We've been without a washer for almost a month. A & E had proven incompetent, and will not admit their failure to Assurant. It looks as if we will have to buy ourselves another washer and take the loss of both the washer and the money we spent on a useless service contract. I will make an entry on this site regarding the warranty service which has also been a nightmare.
This report was posted on Ripoff Report on 11/24/2009 03:24 PM and is a permanent record located here: http://www.ripoffreport.com/reports/a-e-factory-service-a-sears-company/round-rock-texas-78665/a-e-factory-service-a-sears-company-came-back-4-times-over-a-month-and-failed-to-repa-528163. 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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