A & E Factory Service Lack of Customer Service Round Rock Texas

My story starts two years ago. On December 5th, 2006 my mother and father-in-law bought us a new stove for Christmas, after our old one quit working. They were also kind enough to purchase an extended warranty for the stove that they purchased from Lowe's. Unfortunately, on Sunday, November 9th, I tried to cook a thawed turkey only to find that the oven would not come on much to my surprise. My husband called the warranty number on our paperwork and much to my surprise actually got an answer on a Sunday. I thought this would be quick and easy process, much to my disappointment, that has not been the case.

Our repair was scheduled for Thursday, Nov. 13th. No specific time could be given other than 8am-5pm. I made arrangements for my father-in-law to come to the house and let the repair man in. We were to receive a courtesy call 30 min. before the visit. I called in during the week and asked that the courtesy call be made to my work phone as my cell does not have reception inside my place of employment. I was told that it would be no problem. Just after 11 am that day my daughter stopped by the house and found a note on the door that we had missed the repair tech who had stopped at 9:55am. I had no call at work to notify me he was on his way. I called as soon as my daughter brought me the note and left work to wait at home for the tech to call me. I was told by the lady on the phone that they would email him to call us for any possibility of him returning, but that they could not promise anything. No one ever came back or called.

My husband arrived home and wanted to know why the stove wasn't fixed, I explained what happened and he called in and talked to a supervisor. He was told the same thing, we will email the tech and he will call you. Again no call no return visit. My husband called back again and was told that the only thing that could be done was to reschedule. He did not do that at that time. I did receive a call from a supervisor the next day at work asking if Tuesday the 18th of November would be ok to reschedule for. I agreed because I need my oven for Thanksgiving! She said it would be between 8am-5pm. I asked if there was any way to narrow the time down. She asked if 8-11 or 12-5 would be better and I told her 8-12 would be best. I didn't even argue when Jarrod called the night before to remind me that the tech would be at my house between 12-5. I just wanted my stove fixed.

I took my last day of vacation to stay home and make sure we did not have any problems. I spent the entire day in my living room and kitchen making sure I couldn't possibly miss the tech. By 3:15pm still no one had come or called. I called my husband and let him know that he would have to pick up our children on his way home because I couldn't leave to get them. Without telling me he called into the phone number we had for the tech service and started a conversation with them. At some point they put him on hold and he couldn't wait so he told me to call because they told him that the tech had been there and no one was home.

Thus ensued my last conversation with your people. I spoke to a young lady, whose name I cannot remember, and specifically asked for a supervisor. She hem-hawed around till I finally told her what was going on. She tried to tell me that she was sorry that we missed the tech when he stopped at 11:15 and that she would email him to call me back and see if he could come back and help me at the end of his shift if he had time. I tried several times to explain to her that he had never been here and that if he said different, he had lied. She couldn't quite grasp what I was saying and asked if she could put me on hold. I said, sure why not! The next thing I know, I am listening to her talk about my case. She never hit the hold button and did not realize it, so I heard everything, including the comment how do I know if they got the email? Well I hope it went through. I also liked the fact that your people don't even speak their own mind, they repeat whatever comes up on a computer? She had me on hold for about five minutes till she said, ok. I found the number and I am connecting you to CIT. I was then connected to an actually nice person with commen sense, or so I thought. His name was Elroy? At least that is how it was pronounced. He apologized and told me that the tech was still in the area and would call me within the next 45 minutes. I told him I hesitated to believe him because I had heard the same story last week. He assured me that the tech would call and would be back to fix my stove. He also said that he would follow up with me to see that it happened. Wow, I thought, someone who cares about the customer!

Well, that was short lived. No one called and no one came.

When my husband got home this time he called back and asked for a supervisor. After the same run around from the operator who answered, he finally got the CIT dept. and asked for Elroy. He instead got a woman who said she was the manager of that dept. and she proceeded to give him the same answers. Since we missed the tech.!!!!!!!!!

He proceeded to ask for the owners address and phone number because the employees were incapable of handling the situation. That is why we are writing to you. Just so you know, we have contacted our local Lowe's store and will be writing a letter to the corporate office suggesting that they find more dependable service in our area. I own several other appliances from there and will not go thru this again. I have also considered reporting my problems to the Better Business Bureau.

Steelwolf359
Wooster, Ohio
U.S.A.