A&E Factory Service No frigerator for weeks... St. Louis Missouri Nationwide

The company that has been impossible to deal with is A&E factory service. They are the warranty company for Maytag, now Frigidare. I believe they may be a Sears company. Here is the story.

Our Maytag Refrigerator is less than three years old and the compressor broke once last Fall and was fixed within a week. It broke on April 21 and I called the number on our Maytag Extended Warranty Plus certificate. I thought it would be easy since we were smart enough (so I thought) to have this extra protection. The extended warranty people did not deal with me but transferred me directly to A&E Factory Repair.

I told them that the compressor was broken again and that the repairman should bring the parts with him. They told me that they couldn't do that. So, I waited an entire day for the repair person on April 24 but he never showed. When I called to ask what happened, they said he called me and I wasn't home. They were scheduled again for April 25 and the same thing happened.

When they finally came on April 27, the repair man said he had to ordered new compressor and other parts. They would be shipped to my house and after they arrived I could call and schedule the repair appointment. I asked if he could expedite them since this is a refrigerator, after all. He said no.

I called on April 30 and they said the parts had been shipped UPS but that they had no tracking number. I kept looking for the parts but nothing arrived. I called on May 2 and they told me that the parts were shipped to Florida instead of NJ but would be here by May 3. I scheduled the repair for May 4. To make all this happen, I had to talk to three supervisors.

I waited all day at the house on May 4. Mid afternoon on May 4, a woman called and asked if the parts had arrived and I said yes. She didn't believe me. When no one had shown by 4:00, I called and they said they had canceled the appointment because the parts hadn't arrived yet.

When I went slightly ballistic, the best they said they could do was to schedule a repair for Tuesday, May 8. I talked to two supervisors who assured me that this would be taken care of and I would be the first priority for May 8. The repair hours are 8-5.

So, today, again waiting all day and no one showed. It is 5:00. When we talked to them, they said they would a technician call me back and that he was not canceling yet....! I have been without a refrigerator for over two weeks!

I did a little internet research and was shocked to find people with the exact same story (see below) Maytag advertises that their appliances don't need repair- my compressor has broken twice in less than three years. Maytag, itself, seems unconcerned with this.

Also, when you go to the trouble to buy an extended warranty, you expect that you will get priority service if you have a repair. Maytag Extended Warranty Plus apparently doesn't care- I called them to ask if a different company could complete my repair since A&E has been so difficult. They said no.

How long can someone be expected to be without a refrigerator? In my case, there is another refrigerator in the house but I worry about the poor family that isn't able to afford a second refrig. This is truly the worst repair company I have ever dealt with. Shame of Maytag, shame on Sears, shame on A&E.

M
Princeton, New Jersey
U.S.A.