I have worked thru G.E. to have my washer service and G.E. sent me the parts that A&E stated I needed. A&E wanted just short of $1000 for the same parts that G.E. sent for less than $200! A&E has been scheduled to install thru G.E. twice, once A&E rep arrived and just confirmed that the parts were what were needed, stated that the appointment was scheduled as the initial appointment not to install. G.E. made the 2nd appointment for installation, A&E were a no show! I called to inquire status, their reply was the service person was sick. I understand people get sick, but no one could do a courtesy call to inform me or reschedule. It was like pulling teeth to get them (A&E) to reschedule the appointment to install, a week to the day appointment. at the appointment time I called to check status, well guess what, "I'm sorry you do not have an appointment, you will have to call G.E. to schedule an appointment". The costumer service would not even let me talk to her supervisor but instead told me what her supervisor said! The whole bunch is worthless! Over charging, reliability, and costumer service! I have no ideal what their work is like as I cannot get them to do it!
For the last month give or take, I have been working with A&E to get a technician in to do some warranty work on my Samsung washer; which I had less than a year. To give a little background, my washer one night "decided" that it wasn't going to cycle through any wash option and/or fill with water. After going through the basic trouble shooting, Samsung agreed to pay for the warranty work. They provided me two companies and A&E Factory Service was one of them; I went with A&E to my detriment.
The first technician showed up and saw that my machine was unresponsive and he could not get it into self-diagnostic test. He had to open it up and do some other work around. Not being a technician myself, it was clearly evident that something has gone wrong with the mother board. The technician’s diagnosis was, "soap sud build up". I immediately scoffed at such idiotic thing as my machine threw no code and the implication that soap suds would cause an extreme electronic malfunction means that Samsung’s engineering team really really screwed up. His argument was that we use "too much detergent". I asked him why did the machine not warn us like it specifies in the manual, and his response was that the sensors are a "hit and miss". He also said the door lock needed to be replaced and so he did so and ordered the parts for the pump, which delayed my machine being repaired another week.
The second appointment comes and a new technician shows up. This technician was very very knowledgeable about the machine and did his own diagnosing. When I told him what the other technician said about the soap suds and pump, he gave me the same face I gave the other technician. This second technician checked all the same stuff and immediately recognized that my machine was unresponsive. He tried 20 or so times to get the machine to go into self-diagnostics and even called for help which was a blow to his pried. He finally gets it to self-diagnose and nothing popped up as an error. What took him so long was that he found that the schematics were missing which he needed to troubleshoot; that the other technician must have taken them which rubbed me the wrong way about the other lousy technician. The second technician also checked my old door lock and didn't find anything wrong with it because it didn't work due to signal issues and not mechanical issues. He also concluded that the problems with my washer has NOTHING to do with the suds, that the machine will try to clean itself a few times before locking up which in that case would throw an error code. He told me upfront that he can fix the pump, but that's not going to fix the machine because the problems he found had to do with a communication issue between the electrical components. So he schedules an appointment with me to come back and orders the parts. I told him I may not be available then and he said just to call in and request a reschedule. All I needed to do is give them his tech id.
Now starts a new nightmare. So at this point it's been roughly a few weeks or so that our washing machine has yet to be repaired; an avoidable delay had the first technician been more knowledgeable. After scheduling another day and calling twice to confirm with A&E that they will send the same technician, I get a phone call on service day and it’s the wrong guy. So I apologized to him and said that he isn't the tech that I requested. I call A&E back and asked why did they send me a different tech after I called multiple times to make sure they ONLY send the same tech. They looked into it and said the tech I request called out. Ok not A&E's fault this time and luckily I didn't miss any work. Just was disappointed that yet we have to wait again.
So I schedule yet another appointment with A&E, this time taking 4 hours of my limited sick leave. They tell me the time is 8 am to 12 pm and confirm with me that they will send the correct technician given that he doesn't call out etc. Today 6/19/15 was the appointment. I call at 8am to get estimated ETA and they tell me between 11:30am and 12pm and reconfirmed for me that the correct technician has been assigned. I was a little mad about that because I felt like how can a technician show up at the back halfe of my window given the work that needs to be done? Ok so I was ready to deal with that and had to work out something with my employer. I get a call at 11:20am and its the WRONG technician telling me that he is an HOUR away and another customer is ahead of me making his arrival time TWO+ HOURS?! At this point I am very upset because this appointment cost me sick leave and A&E wasted it without any respect or regards for me as a customer. I called A&E very upset, and all I got was "I'm sorry" and they sent me to their resolutions team. Now I have to wait another week! And was given another promise that the right technician will show up this time. I felt disrespected and unappreciated by this company who carelessly wasted my limited leave. I asked them what is the point to giving customers 8-12 and 1-5 time frames if they don’t honor them? I asked them would A&E pay for my time I wasted waiting for nothing? I told them that driver should have called me at 8am and told me it isn't realistic that he can make it out by then, or the call center lied to me and made up an ETA without checking first with the technician. Whichever is the case, I deserve something from A&E for such disrespect, psychological stress they have caused me, and a lack of regard for my time. If this is how they treat people, I would NEVER NEVER NEVER recommend them to anyone. I was better off calling someone on Craigslist. At this point, I need to report them to Samsung that they are an insult to Samsung’s credibility. It’s bad enough my $800+ Samsung machine broke down on me with less than a year ownership.
My name is Susan Hetrick we live in Alexandria Virginia. We have one dishwasher that has taken almost 8 professional technicians to not fix as of yet! Going on 1 /1/2 months now!!!!
Your Professional Technicians have cause water damage to our cabinets because of the leaks. They did not properly hook up the water pipes or whatever under the sink!
This one little job has been a comedy of errors!
Every other day we are getting replacement parts for the dishwasher and when the tech's come out to fix it... they order more parts!
The last Professional Techs from your company to visit our home was today! I still do not have a working dishwasher! With the amount of time, money and ordering parts for a SIMPLE dishwasher - you all could have purchased 3 to 4 new dishwashers!
Placed a service call that the bottom freezer had ice and was leaking onto the floor. Appt made and was told repairman would be there between 8 & 5 - asked to narrow the time down and was told that wasn't possible. Repairman walks in the door with the turkey baster in his hands - says he knows what the problem is before looking at it. Asks for a bowl of hot water, fills the baster with water and squirts into a drain on the inside back of the freezer 4 times. Charges $212-was literally at the house 5 minutes.
Called the company to complain about how much was charged and asked for the charge to be broke down and was told the service charge was $95 and the remaining was labor $117. Asked what the hourly rate was and was told they don't have an hourly rate they charge by the job - said it didn't matter if he was there 5 minutes or 8 hours the charge would have still been $212. I can't imagine what they would charge if you needed parts!!
I see that I am not the only person that has issues with AE Factory Service! The company should have in their business profile the words "thief or Untrained & unKnowledgeable".
Here is the letter I wrote them with the request that my visit-fee be refunded:
AE - Fortunately, I am mechanically inclined. I just didn’t have the time to trouble-shoot this problem, and not the $$ to buy another washer. Turned out, I had to do it anyway. In the attached images - the motor and the spindle-that engages the wash action. The plastic spindle that screws onto the metal spindle - the plastic part is totally stripped! There is no thread to engage the motor. I didn’t realize the problem until I received the replacement assembly -not just the motor. I had '2' visits from your company - neither tech determined this problem. I went out and bought the proper 'meter' after the 2nd tech came. NEITHER was able to check the system for functionality. It turns out, as I suspected from the beginning, the motor in my DW was fine - "NOTHING wrong with it" - Also the run-cap [the 2nd tech did not have the proper meter] was not bad, even though the 2nd tech determined that it was ok - He did not know to check other issues either. It seems neither of your tech's understood how this DW fully worked!? The 1st tech was just going change the good-motor and charge me the cost of an entire new DW.. 450++$ You should use this experience and forward this to the 2 tech's that came. They could use the knowledge to check a DW function in the future. It turned out I only needed a 15$ part! [the stripped out spindle] I wasted the money on a new motor and start-cap. I will not let the $$ you changed me go to waste. This entire experience was a waste of time and money! I expect you to refund the 75$ you charged me. I will keep the old parts for reference, if you want to send the tech's back to verify the problem, or if I need it to file a CC charge-back. Advise, regards.
My answer was less that understanding, almost insulting to my intelligence.. I plan to take this company to court if need be.
A&E Executive Solution Reviews
A&E Factory Service SUCKS!
I have worked thru G.E. to have my washer service and G.E. sent me the parts that A&E stated I needed. A&E wanted just short of $1000 for the same parts that G.E. sent for less than $200! A&E has been scheduled to install thru G.E. twice, once A&E rep arrived and just confirmed that the parts were what were needed, stated that the appointment was scheduled as the initial appointment not to install. G.E. made the 2nd appointment for installation, A&E were a no show! I called to inquire status, their reply was the service person was sick. I understand people get sick, but no one could do a courtesy call to inform me or reschedule. It was like pulling teeth to get them (A&E) to reschedule the appointment to install, a week to the day appointment. at the appointment time I called to check status, well guess what, "I'm sorry you do not have an appointment, you will have to call G.E. to schedule an appointment". The costumer service would not even let me talk to her supervisor but instead told me what her supervisor said! The whole bunch is worthless! Over charging, reliability, and costumer service! I have no ideal what their work is like as I cannot get them to do it!
For the last month give or take, I have been working with A&E to get a technician in to do some warranty work on my Samsung washer; which I had less than a year. To give a little background, my washer one night "decided" that it wasn't going to cycle through any wash option and/or fill with water. After going through the basic trouble shooting, Samsung agreed to pay for the warranty work. They provided me two companies and A&E Factory Service was one of them; I went with A&E to my detriment.
The first technician showed up and saw that my machine was unresponsive and he could not get it into self-diagnostic test. He had to open it up and do some other work around. Not being a technician myself, it was clearly evident that something has gone wrong with the mother board. The technician’s diagnosis was, "soap sud build up". I immediately scoffed at such idiotic thing as my machine threw no code and the implication that soap suds would cause an extreme electronic malfunction means that Samsung’s engineering team really really screwed up. His argument was that we use "too much detergent". I asked him why did the machine not warn us like it specifies in the manual, and his response was that the sensors are a "hit and miss". He also said the door lock needed to be replaced and so he did so and ordered the parts for the pump, which delayed my machine being repaired another week.
The second appointment comes and a new technician shows up. This technician was very very knowledgeable about the machine and did his own diagnosing. When I told him what the other technician said about the soap suds and pump, he gave me the same face I gave the other technician. This second technician checked all the same stuff and immediately recognized that my machine was unresponsive. He tried 20 or so times to get the machine to go into self-diagnostics and even called for help which was a blow to his pried. He finally gets it to self-diagnose and nothing popped up as an error. What took him so long was that he found that the schematics were missing which he needed to troubleshoot; that the other technician must have taken them which rubbed me the wrong way about the other lousy technician. The second technician also checked my old door lock and didn't find anything wrong with it because it didn't work due to signal issues and not mechanical issues. He also concluded that the problems with my washer has NOTHING to do with the suds, that the machine will try to clean itself a few times before locking up which in that case would throw an error code. He told me upfront that he can fix the pump, but that's not going to fix the machine because the problems he found had to do with a communication issue between the electrical components. So he schedules an appointment with me to come back and orders the parts. I told him I may not be available then and he said just to call in and request a reschedule. All I needed to do is give them his tech id.
Now starts a new nightmare. So at this point it's been roughly a few weeks or so that our washing machine has yet to be repaired; an avoidable delay had the first technician been more knowledgeable. After scheduling another day and calling twice to confirm with A&E that they will send the same technician, I get a phone call on service day and it’s the wrong guy. So I apologized to him and said that he isn't the tech that I requested. I call A&E back and asked why did they send me a different tech after I called multiple times to make sure they ONLY send the same tech. They looked into it and said the tech I request called out. Ok not A&E's fault this time and luckily I didn't miss any work. Just was disappointed that yet we have to wait again.
So I schedule yet another appointment with A&E, this time taking 4 hours of my limited sick leave. They tell me the time is 8 am to 12 pm and confirm with me that they will send the correct technician given that he doesn't call out etc. Today 6/19/15 was the appointment. I call at 8am to get estimated ETA and they tell me between 11:30am and 12pm and reconfirmed for me that the correct technician has been assigned. I was a little mad about that because I felt like how can a technician show up at the back halfe of my window given the work that needs to be done? Ok so I was ready to deal with that and had to work out something with my employer. I get a call at 11:20am and its the WRONG technician telling me that he is an HOUR away and another customer is ahead of me making his arrival time TWO+ HOURS?! At this point I am very upset because this appointment cost me sick leave and A&E wasted it without any respect or regards for me as a customer. I called A&E very upset, and all I got was "I'm sorry" and they sent me to their resolutions team. Now I have to wait another week! And was given another promise that the right technician will show up this time. I felt disrespected and unappreciated by this company who carelessly wasted my limited leave. I asked them what is the point to giving customers 8-12 and 1-5 time frames if they don’t honor them? I asked them would A&E pay for my time I wasted waiting for nothing? I told them that driver should have called me at 8am and told me it isn't realistic that he can make it out by then, or the call center lied to me and made up an ETA without checking first with the technician. Whichever is the case, I deserve something from A&E for such disrespect, psychological stress they have caused me, and a lack of regard for my time. If this is how they treat people, I would NEVER NEVER NEVER recommend them to anyone. I was better off calling someone on Craigslist. At this point, I need to report them to Samsung that they are an insult to Samsung’s credibility. It’s bad enough my $800+ Samsung machine broke down on me with less than a year ownership.
Dishwasher Mess!
My name is Susan Hetrick we live in Alexandria Virginia. We have one dishwasher that has taken almost 8 professional technicians to not fix as of yet! Going on 1 /1/2 months now!!!!
Your Professional Technicians have cause water damage to our cabinets because of the leaks. They did not properly hook up the water pipes or whatever under the sink!
This one little job has been a comedy of errors!
Every other day we are getting replacement parts for the dishwasher and when the tech's come out to fix it... they order more parts!
The last Professional Techs from your company to visit our home was today! I still do not have a working dishwasher! With the amount of time, money and ordering parts for a SIMPLE dishwasher - you all could have purchased 3 to 4 new dishwashers!
I really don't know how you all stay in business!
I am handicapped and really need my dishwasher
Placed a service call that the bottom freezer had ice and was leaking onto the floor. Appt made and was told repairman would be there between 8 & 5 - asked to narrow the time down and was told that wasn't possible. Repairman walks in the door with the turkey baster in his hands - says he knows what the problem is before looking at it. Asks for a bowl of hot water, fills the baster with water and squirts into a drain on the inside back of the freezer 4 times. Charges $212-was literally at the house 5 minutes.
Called the company to complain about how much was charged and asked for the charge to be broke down and was told the service charge was $95 and the remaining was labor $117. Asked what the hourly rate was and was told they don't have an hourly rate they charge by the job - said it didn't matter if he was there 5 minutes or 8 hours the charge would have still been $212. I can't imagine what they would charge if you needed parts!!
I see that I am not the only person that has issues with AE Factory Service! The company should have in their business profile the words "thief or Untrained & unKnowledgeable".
Here is the letter I wrote them with the request that my visit-fee be refunded:
AE - Fortunately, I am mechanically inclined. I just didn’t have the time to trouble-shoot this problem, and not the $$ to buy another washer. Turned out, I had to do it anyway. In the attached images - the motor and the spindle-that engages the wash action. The plastic spindle that screws onto the metal spindle - the plastic part is totally stripped! There is no thread to engage the motor. I didn’t realize the problem until I received the replacement assembly -not just the motor. I had '2' visits from your company - neither tech determined this problem. I went out and bought the proper 'meter' after the 2nd tech came. NEITHER was able to check the system for functionality. It turns out, as I suspected from the beginning, the motor in my DW was fine - "NOTHING wrong with it" - Also the run-cap [the 2nd tech did not have the proper meter] was not bad, even though the 2nd tech determined that it was ok - He did not know to check other issues either. It seems neither of your tech's understood how this DW fully worked!? The 1st tech was just going change the good-motor and charge me the cost of an entire new DW.. 450++$ You should use this experience and forward this to the 2 tech's that came. They could use the knowledge to check a DW function in the future. It turned out I only needed a 15$ part! [the stripped out spindle] I wasted the money on a new motor and start-cap. I will not let the $$ you changed me go to waste. This entire experience was a waste of time and money! I expect you to refund the 75$ you charged me. I will keep the old parts for reference, if you want to send the tech's back to verify the problem, or if I need it to file a CC charge-back. Advise, regards.
My answer was less that understanding, almost insulting to my intelligence.. I plan to take this company to court if need be.