A&E FACTORY SERVICE

I understand that sometimes there are delays. I was scheduled from 8 a.m. to 12 p.m. No call, no way to contact them, no way to reach out. At 1:30, well after my appointment, I got a text, not a phone call not a courtesy anything, just a blank text saying they weren't going to make it but that they would reschedule me two weeks later. So I sat home all day waiting and well after my appointment, when they decided to tell me they're not coming. Horrible horrible experience. I ended up in some call center in a different country. I asked to speak to a manager and no one ever called me back after three times. I don't even know how they're in business.

I called Sears the week of September 16 to request service on my washing machine.  Sears no longer provides service and referred me to their contract service provider,  A & E Factory Service.
9/28/13:  Service man came, took washer apart and ordered new parts, one of which was a new tub; parts were delivered to my home and sat on my patio for 2 1/2 weeks;
10/23/13:  Service man finally returned on 10/23/13, took the washer apart and then looked at the new  parts and noticed that the new tub had been damaged in shipping.  He said he would reorder the part and that he would be back on 10/31/13 to repair; the washer was left in pieces in the laundry room;
10/31/13:  Service man DID NOT show up; we called A & E and were told that we were scheduled for 11/8/13; we called them back and rescheduled for 11/4/13;
11/4/13:  Two new service men came and attempted to put the washer back together; they informed us that we were missing the seal to put the washer back together.  They said the part had been ordered but was not on-site. They tried reaching the original service man who had ordered the parts but could not reach him; they reordered the part and gave us an 888 number to call their superiors to complain about our service experience; we called them but they couldn't help us;
11/5/13:  the new seal arrived at our home;
11/8/13:  two service men arrived and the washer was finally repaired by 4:00 p.m.
It took 2 months to get my washing machine repaired.  I have never in my life dealt with the likes of this company.  Also, I will never purchase anything from Sears again.

It went surprisingly well. We had used A&E approximately 4 years ago and had a horrible experience. The service man this time called when he was on his way, was punctual, courteous and professional. He was knowledgable about our washer and easily repaired it.

I asked the technician, while in my home to do warranty work, if he was able to check on a dryer. He said yes but did not indicate he would charge. He took five minutes to look at the problem and charged me $65. I asked him directly if this amount would be included in the labor estimate. He said yes. When I called to order the part and arrange for service, the company said this was not true and would not back their technician. They said that Customer Service would call back. They did not. When I called, they said that this was not true and there was nothing that they could do. This rep said he would refer it to the Billing Department. I requested to speak with a supervisor that day. He said he would send the information and she would call once she was off the phone. She never called.

I FELT THAT THEY WERE VERY RESPONSIVE. I ALSO FELT THAT THEY DID EVERYTHING THAT I WANTED THEM TO DO. THE WORKERS WERE GREAT TO WORK WITH.