A & E Factory Service - Sears - Frigidaire Pitiful Customer Service and Lack of any clue ripoff Farmers Branch Texas

I am contacting you on behalf of Electrolux Major Appliances in relation to your posting on Ripoff Report. I would like to apologize for the difficulty you have had with your appliance. I would appreciate the opportunity to discuss this issue with you, so that I can personally look in to this matter in order to do so, please send me your contact information and the best time to contact you. I would also need your model and serial number and a file number, if available, so that I can research this matter.

Again, I regret the disappointment with your appliance and look forward to resolving this issue with you.

Sincerely

Chris Polk
Escalation Specialist
Electrolux Major Appliances
chris.polk@electrolux.com

1) A&E technicians do not get even a days notice on what they will have to do the next day, you just wake up, sign on to your computer and up pops your route.. some times 10 to 13 calls with several hours of driving and oh yeah a 2.5 hour compressor call set up to arrive at 17:45 is every day crap

2) I have had plenty of calls where the customer pays someone to come out and tell them it's the compressor, or a friend of theirs did, or the husband is an electrical engineer (god you all are, I swear) and there wrong.. it's not, not even close, so how could we just send out a three hundred dollar part every time someone thought that.

3) now for all you people that have the Maytag's and Amanas with the buzzing and clicking compressors.... sorry, I know it's only (and it's always "only") 2 or 3 or 4 years old, it probably does need a compressor, and they should just send one out to you and set it up for us to have time to fix it...... we tell are managers that, they say they are working on it... I don't know like I said in point number 1

4) Appliances no a days are really high tech and complicated.... the information we have to use as technicians for the most part isn't as readably available as you would think. If we knew everything there is to know about a vast majority of the appliances out there, then we would have better jobs. What do you think they pay us anyway?

I'm an ex-Sears technician, and feel that some clarification of how this sort of situation is handled would be helpful.

1) The customer told them to bring a particular part. The technician does not have access to any kind of parts storeroom/warehouse where he can pick parts "off the shelf".

2) The person you spoke with is a call taker in one of four national centres - he/she may even be in Puerto Rico! The call taker doesn't have any power to order parts. Also, the technician does not see the service call until the day it is due to be run - indeed, he can have calls added/deleted while on the road. It is a DISMISSABLE OFFENCE for a technician to order parts without having gone to the home.

3) The bad compressor line sounds to me like he didn't fancy starting a 2-3 hour job at 4:30 pm - JMO. I'd be hesitant to criticise the tech for going down that road without seeing what the rest of the day had in store for him (yes, he probably would have had calls to go to AFTER yours!)Also, the missing dryer shouldn't have held things up, that is a simple part which he should have on his truck.

4) Your compressor would have been shipped direct from Frigidaire - Sears does not hold large stocks of parts. The cutoff time for the manufacturers to ship "same day" is 3PM Eastern, so your order wouldn't have been dealt with until the next working day.

5) Perfectly valid comment re the customer having to fit the system, rather than the other way round. The system is inflexible and cannot respond to individual situations such as yours. Also, the tech starts from home, very rarely sees a manager and is effectively out in the field with little or no support.