American TV & Appliance Of Waukesha

On 1/29/13 we bought a 60" Samsung Smart TV from the store in Waukesha. When we bought the TV we were told it was temporarily out of stock, but the next shipment was expected on 2/12/13.  We really wanted the TV and it was on sale, so we went ahead with the purchase and set a tentative installation date of 2/14.  We actually expected everything would get pushed back, as most stores are off on their shipment estimates.  To our pleasant surprise, we got an email on 2/11 that the TV was in stock.  On 2/12 we got a call confirming the 2/14 installation between 11am and 1 pm.  The installers arrived at 11:10 am and did a great job.  A second crew came two days later, on schedule, to pick up the old TV for recycling.  All in all, a very positive experience.

Joe Tynan. 100% perfect service.

The may tag was delivered on a friday. By Saturday afternoon we realized it was not cooling. By Sunday, lost all our food and called American. Theysaid we could pick up a dorm size loaner which we did on Sunday. They assured us they would send a technician out first thing Monday. Took off work, no technician called or showed up so at 10am when the store opened I called tHeir service center. They had no order, finally found our records and sent a tech out late afternoon.the uncommunicative tech came out, never told me the fridge was DOA.I found that out as he was making some calls. He just left the house and said the refridgerator needed a new compressor and to call sales. Called sales, and the fact that it was a special order seemed an insurmountable problem for american. It was the middle of a heat wave in aug and American made no effort to either expedite Ordering or delivering a replacement refridgerator. The sales person and manager did not followup with us nor even return our phone calls. The only help or information came from the general customer service number and a women who called me once after I sent an email to the "store manager" in frustration. She offered $100 to replace the lost food. About two weeks later we finally received the may tag that worked after being given a larger loaner. All in all, I was apalled at the appliance department,s lack of good customer service. I didn't blame American for the dead refriidgerator, but their lack of adequate response to rectify the situation means that I will never buy another appliance from that store, and I had bought many appliances there before. They lost oa good customer because they obviously need a good course in wht customer service means, even after the sale has been made when it counts most.

Supposed to deliver an oven today for installation tomorrow. After waiting 5 hours no one has showed. Their "Customer Care" hot line is staffed by incompetent phone jockies who routed me to 7 different people, and still no answer. Tried calling the store manager to complain, but the receptionist said "He doesn't take calls on service or delivery". Well exactly who owns customer satisfaction at American TV and Appliance? Apparently no one. I'll never shop their again.

The issues with American have been numerous and have spanned over 3 months now. In summary American Service was originally scheduled to do repair on 2/9/10. The tech that arrived did not have a work order for the stove top and stated he did not work on Electrolux stoves. The top was rescheduled and request was made for a different, trained tech to do the service work. Even with this request the same tech was sent on 3/16 to repair our stove. After completing the repair it was noted that a gasket was missing around the control panel. When I asked the tech about this, he claimed that was how it was before. I also noted a smell of gas when testing the burners and when I asked him about this he didn't answer. That evening we noticed the burners were not working properly and had American send a different tech later that week. He confirmed there was an issue with one of the burners and that two screws were not replaced during the last service. One of the missing screws was for the burner which was now not working properly. A replacement burner was ordered and installed on 4/8. There continued to be issues with igniting two of the burners, one being the replacement. The replaced burner also did not seem to have a consistent flame. Due to the continued issues with American and the reps we dealt with there I contacted Electrolux. They supplied the name of another service provider in our area who came out and inspected the stove. That tech confirmed there were still issues with the replaced burner as well as issues with the second burner. New parts were ordered and we are currently waiting for them to be installed. Besides the undertrained repair staff American sends, the customer care given by their in-house staff is horrendous. This ranges from not answering or returning phone calls, being unable to supply manager contact info, the inability to transfer you to one along with being talked down to about your problem by their Corporate Consumer Relations staff. It appears that there isn't one single person at American willing to step forward and offer an acceptable solution. Unfortunately we are now forced to work with a third party service provider and the manufacturer in hopes to resolve our issues.

The salesperson was excellent. He was helpful, informative, and patient. We had a problem with the delivery. They showed up about a week late.

Hands down worst buying experience ever! Stove/oven required special installation that wasn't arranged for by salesperson. We had to wait a couple weeks without a stove because the old one was hauled away but that wasn't the worst of it. The worst was the customer service department. Trying to get to the heart of the problem took several hours over a couple of days of phone calls. The store finally sent us a little cabin stove to use while waiting for a trained installer. All of this could have been avoided because I had called two times prior just to make sure everything was in order (the salesperson was young and hadn't sold this particular model before so I was worried from the start). I've since replaced 3 other appliances but won't ever return to this store because of their shoddy customer service. They need a better process or better training for their telephone service reps. I could excuse the mess up if they would have addressed my concerns immediately or at least courteously.

They came out on 9-20, after they received a letter from Angie's List. The tech was Ryan, who was great. We had 3 parts that were bad, and he had 2 of the parts with him, one of which the numbers were switched, so it was for a dishwasher, and not a dryer. He called in the parts, which they said would take around 7 days to come in, to which he replied to his company "No way, will I let these people wait this long. They've already waited for 7 weeks!", after which the parts were 'in stock' all of a sudden. Ryan came out the next day on 9-21, and put the parts on he had. My wife & I are now pleased, and our dryer finally works. Besides our experiences with Ryan, the whole entire affair has been horrendous. The Whirlpool Company (no 'American'), did extend my warranty for an extra year, which is nice. Also, all of this work/labor was free, because it was covered by the warranty of the dryer.

They delivered the washer and dryer on May 26th. That day they came out to install the washer and dryer they said they couldn't install it because the dryer vent was in the wrong location. I read in the contract that they were supposed to supply the flexible hoses for the dryer vent, but never did. On July 31st the dryer went bad and did not work. On August 6th they came out to repair the dryer. They had to order the part because the part that they brought didn't work. Two weeks later received the part and they came out and it was the right part, but didn't work the part went bad and ordered the part again also found two parts that were bad also so total of three parts are bad told me it would be a week to receive those parts. After two weeks never called so I called them about the parts. They said that they received two of three parts just waiting on one of the parts. I called again and the part would be in the 15th of September and so I called the maker and they said that they can expedite it.

Poor customer service. Cancelled 4 times on the day of repair causing havoc with our work schecules. Never, repeat, never return phone calls from supervisors or VP in charge of customer service to discuss multiple complaints.

I took the camera into American customer service. They were very helpful and sent it off to the manufacturer. I was advised it would take about six weeks. I received a call within three weeks. They had replaced the camera and it works wonderful.

SALESPERSON WASN'T COMPLETELY HONEST.

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SET APPTS. & DIDNT HAVE THE RIGHT PART

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