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AE Factory Service (Owned by Sears) Complaint - AE Factory Service Parts Markup - Repair a Whirlpool clothes washer
Repair a Whirlpool clothes washer - Complaint
DALLAS, TEXAS -- I recently scheduled repair service via Whirlpool's website with AE Factory Service to repair a "new" Duet washing machine purchased in December 2007. (The problem is the "SUDS" warning followed by a F35 error code. I did research on the internet to discover the error is caused by a faulty W10156252 Switch, Analog Pressure Sensor).
The service was scheduled for 8 am to 12 pm Monday April 6, 2009. At 11 am I called the 800 number to find out when the technician would arrive as I was anticipating a call from him at the last appointment. The operator had the tech call me back at 11:20 am. At this time he said he would be here "around 2". He called again at 3:10 pm to say he would be here in 20 minutes. At 4 pm he pulled up in front of my house - he left at 5 pm without making repairs as the part would need to be ordered and take 3 or 4 days...at a cost of $159. I had already asked him at 11:20 am call to be sure he had the part. He said he could come back after he got the part to install it for $315...I asked for a written estimate and he said "we do not do that". It was clearly indicated in my confirmation email when I scheduled service that I would get an estimate.
I told him the price of the part was too expensive and he made a call to a local parts store which had it for $115 and I "could go pick it up. But we won't install it."
I have since ordered the part from Amazon for $85.95 and it will arrive in 3-4 days. I will install it myself as it only takes a single screw to replace it.
All said and done, I paid $86.17 to have no service provided and my washer is still broken. Perhaps Whirlpool should reconsider recommending AE Factory Service as it clearly is neither "factory" or "service".
The service was scheduled for 8 am to 12 pm Monday April 6, 2009. At 11 am I called the 800 number to find out when the technician would arrive as I was anticipating a call from him at the last appointment. The operator had the tech call me back at 11:20 am. At this time he said he would be here "around 2". He called again at 3:10 pm to say he would be here in 20 minutes. At 4 pm he pulled up in front of my house - he left at 5 pm without making repairs as the part would need to be ordered and take 3 or 4 days...at a cost of $159. I had already asked him at 11:20 am call to be sure he had the part. He said he could come back after he got the part to install it for $315...I asked for a written estimate and he said "we do not do that". It was clearly indicated in my confirmation email when I scheduled service that I would get an estimate.
I told him the price of the part was too expensive and he made a call to a local parts store which had it for $115 and I "could go pick it up. But we won't install it."
I have since ordered the part from Amazon for $85.95 and it will arrive in 3-4 days. I will install it myself as it only takes a single screw to replace it.
All said and done, I paid $86.17 to have no service provided and my washer is still broken. Perhaps Whirlpool should reconsider recommending AE Factory Service as it clearly is neither "factory" or "service".
Comments:
Posted by Soaring Consumer on 2009-04-06:
It is as simple as this: You paid for service, they came out and did nada and had the audacity to refuse to do what you paid them to do since you refused to rip yourself off and buy the part from them (that they should have had in the first place).
I think you should dispute the charge with your credit card company.
I think you should dispute the charge with your credit card company.
Posted by Christy113 on 2012-10-22:
I am in agreement, as I also live in an area that only uses A and E Factory Services, I have a Whirlpool range that they refuse to work on, and I have had a heck of a time resolving the situation. As it is under warranty, they still refuse. I say we should boycott SEARS. Had the same problem with them when they installed my AC in June. Took 2 months and 6 service calls. According to our attorney it is like they (SEARS) are on the throne, and we their subjects are just not having a leg to stand on. They offered the boycott option. No one cares. We the consumer get shafted. New machine purchased means our gross national product grew by a %. Think that over before you vote.
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