A and E Factory Services, owned by Sears Ray Ohio…

Samsung Washer Repair Journal Dates Feb 12: 1st visit. Technician looked at washer and ordered parts. Feb 24: 2nd visit. Technician replaced the tub, then had to use a rubber mallet b/c new tub was defective. That evening, upon washeru2019s first use, the washer was worse than 1st problem. A and E called. Mar 5: Technician scheduled to come out. Instead he called by phone and listened to washer. He determined it was the same issue, reordered same parts. He schedule repair for Mar 12. Mar 12: No show. See notes below. Scheduled for Mar 18. Mar 18: No Show. Rescheduled for 9am Mar 21. Case Numbers A and E Factory Services: 2224340 u201cGloriau201d was the case manager. Samsung: 5107977859 Case assigned Feb 7 for repair of factory warranty parts. We were told to contact Sears. (800-726-7864) spoke to u201cMannyu201d. Chronological conversations: Feb 12: Repair technician diagnosis problem.(Loud noise in low spin, stopped noise at high rpm) It IS factory warranty work. He states the repair will take 2 hours and 2 technicians. He orders the part, and we paid $206.40 for the labor of two technicians. He said the part would be shipped to our home and set our repair date of Feb 24. Feb 23: We receive u201crobo callu201d our technicians would arrive tomorrow between 8 and 5. Feb 24: ONE technician comes and performs work in less than an hour. The NEW tub was defective and installed anyway. Technician used a rubber mallet on the tub to correct. Turns on spin for less than 5 minutes and leaves. That evening we put first load of clothes in. When high spin started it was noisier than before and vibrating badly. We call A and E Factory Services and report problem. Repair date is set for Mar. 5. Mar 4: We receive u201crobo callu201d our technician would arrive tomorrow between 8 and 5. Mar. 5: Technician calls on the phone. He asked to u201chearu201d the spin cycle on the phone. Determines it is the same problem. He called back and states he ordered part to be shipped to our home, and our appointment would be March 12. Mar 6: we received a call from Samsung. Believed it to be A and E Factory Services. We were asked if A and E Factory Services was addressing our issues with the Washer. We stated yes, they were addressing them. Samsung issued an email from u201cNicolasu201d to A and E Factory Services cancelling their case since they were addressing our repair needs. Mar 10: we receive the new tub. Mar 12: We did NOT receive u201crobo callu201d night before. We called A and E Factory Services (800-905-9505) at 830 that morning. We were told at that time that we were on the schedule and technician would be there before 5. At 2, we called the last repair technician we had. He stated we were not on his schedule, but he would call in for us. He called back and stated we had been taken off the schedule per Samsung and we were rescheduled for the 18th. Nobody called us to state we had been taken off schedule. Furthermore, if we were cancelled because Samsung cancelled us as u201crepairedu201d why were we already rescheduled for the 18th? We called : A and E Factory Services, Sears and Samsung. Through multiple transfers and holds, we were on the phone 3 hours and 22 minutes total. At one point we were u201cescalatedu201d to a u201cManageru201d who told us that Samsung cancelled and the technician would not have had parts. We stated if Samsung cancelled, why were we already rescheduled, AND the part has been in our garage since Mar 10? We stated that it appears someone dropped the ball and was trying to cover their a*s. He then told me he would not talk to me any longer because I u201ccursedu201d at him. The only term used was u201ca*su201d and it was not directed at him. We called Samsung again and they said the shipped the part, and they only cancelled their request since we had our own request in. Mar 17: we receive u201crobo callu201d night before our technician would be there between 8 and 5. Mar 18: we receive a call from A and E Factory Services at 936 am. A very nice woman who stated since we had had so many issues she wanted to let us know we were the first residential repair. She stated the technician was at the Sear store in Jackson and he estimated his arrival to our place at 10:40am. She asked how far away we were from Jackson. We stated u201c16 miles. We are up 15 miles on route 35 and one mile off route 35u201d. She stated u201c letu2019s have a window then, he will be there between 1030 and 1130am. Please let us know if you need anything else and again we are so sorry for all your inconvenienceu201d. At 1pm we called A and E Factory Services. We spoke to a gentleman with a VERY thick accent and he was difficult to understand on the phone. We told him about our earlier call and that the technician was not here yet. We were concerned there may be a problem. The person on the phone was very curt, and stated: u201cit is not 5pm yet and your window is between 8 and 5.u201d We hung up. At 208 pm, we called A and E Factory Services again. This time we were told our technician had been u201cdivertedu201d to Wilkesville Ohio! The operator said u201cisnu2019t that closer to you than Jackson?u201d I stated no, instead of 16 miles away he was now an hour and a half away. He stated the technician had until 5 to be at our house. At 505 pm we called A and E Factory Services and spoke with u201cHerbertou201d. He said heu2019d call the technician, and put us on hold. He came back on, stated they could not locate the technician and transferred us to Sears Customer Service and a woman named u201cEricau201d. She transferred us to 3rd Party complaints with A and E Factory Services to u201cMarieu201d. She transferred us to u201cAunieu201d in dispatch. We were put on hold for 30 minutes. The phone then went dead and started a busy signal. We hung up and no call back. We called 800-905-9505 again and got James at 540 pm. James transferred us to u201cStaru201d in case management. She put us on hold for 22 minutes and then told us they do not know what happened to the technician, he had others that had not been serviced but he was u201cshowingu201d he was still servicing. She asked us to wait until 7 (we were here all evening) and profusely apologized which we taped. We were promised that a supervisor would call us first thing in the morning to correct this situation We got off the phone at 624 pm after making clear the next technician had to be here Friday March 21, 2014 before 9 am PERIOD. She again stated we would receive a call from a supervisor to set up the repair in the morning. 8pmu2026the technician was a no-show. Mar 19: at 1208 we received a robo call from A and E Factory Services. The robot instructed us to call: 800-905-9505 and set up a service call time. Instead, at 230 pm we drove to the Chillicothe Sears store. We got the appliance department manager u201cIrisu201d and let her know our situation and what we had been though. We also indicated to her, we had purchased in the past 3 years from Sears: Samsung Washer, Dryer, and Refridgerator. A Kenmore glass top convection range and a microwave convection oven as well as 2 Samsung flat screen TVu2019s. u201cIrisu201d called A and E Factory Services. We had already played our tape of the conversation with u201cStaru201d the night before. A and E proceeded to tell u201cIrisu201d that we were marked as u201cNOT BEING HOMEu201d! u201cIrisu201d ask A and E what time the technician was at our home, and she was put on hold. After a half hour on hold, Iris too was no longer connected. Welcome to our world. u201cIrisu201d then called Pete Sommers an A and E Factory Services district technician supervisor and explained our situation. We left Sears at 330 pm. At 430 pmu201cIrisu201d called us and stated Mr Sommers said he tried to call us, but we would have a technician before 9am Friday March 21. At 444 pm, we received a call from: 614-252-9067 stating we would have a technician at our home for the repair by 9am Friday morning. Mar 20: 1150 am. Received u201crobo callu201d that service was scheduled tomorrow, Mar 21 between 8 am and 5 pm. We were very specific: the technician had to be HERE before 9 am! We were assured the technician would be. 1248 We received a call from u201cJenniferu201d with Sears. She said she was our case manager and that we were now u201cblue ribbonu201d priority. I stated we were driving, so she said she would email us right away with our case number and her contact information. We discussed our proper email address and she read it back. At 520, we still did not have this email from her. We called 512-248-4818 and got voicemail. It stated she was in the office 8 to 430. (Texas is an hour behind us). I stated we did not get the email we were promised. So much for u201cBLUE RIBBONu201d customers. She was nice though. Costs Samsung $579.17 parts for factory warranty ordered Feb 12 $579.17 parts for factory warranty ordered Mar 5. $1158.34 in parts Parkers $206.40 labor paid Feb 12. $3250 in lost wages for not scheduling inspections on: Feb 12; Feb 24; Mar 5; Mar 12; Mar 18 Cost of a new Samsung VRT Steam Washer at Sears: $999.88

Ohio USA



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