Complaint Review: A And E Factory Service Kitchenaid Sears

On 10/31/05 I purchased a Kitchenaid oven, recommended by a Sears sales associate. On 6/4, while I had my kithcenaid range on the self clean cycle, the oven stopped working. The fuse blew and the timer on the oven went out. When I replace the fuse the range top worked, but the timer remained out on the oven and the oven door remianed locked. I sent Kitchenaid an email that day and followed up with a call the next day. I received a call back from Kitchenaid and service was set up with A and E Factory service for Saturday 6/10.

I work 6 days per week, so I had to cancel patients for this service call. The tech showed up at 4:15 (I had been waiting since 1 pm). After he made several disparaging comments about the oven, he stated that he would have to order parts and would return next Saturday (6/17) to repair the oven. I was led to believe he would return with the parts. In fact, without telling me he ordered the parts to come to my home address. I work and am not at home for deliveries. Thankfully one of my neighbors was nice enough to accept the packages. On Saturday 6/17 no one showed up. I had again canceled my afternoon patients.

When I called A and E factory service I was told that the tech was over booked and the he had in fact made my appointment for 6/24. Today I again canceled my afternoon patients and sat home waiting for the tech. The tech called at 3 pm to say he was on his way. When he did not show up by 4:00 I again called A and E Factory service, who told me the tech had gone home sick! No one from A and E ever called to advise me of this. I am now waiting for a service appointment for July 3rd. Furthermore A and E won't guarantee that anyone will actually service the oven on 7/3, according to their manager "things happen, we may have several difficult repairs, not enough techs, a tech may go home sick" Needless to say I am very disatisfied with A and E Factory Service, KitchenAid, and Sears. A and E factory service is located in Texas and they clearly don't care about New York customers. With delivery and installation I paid well over $2,000 for this oven. The oven is less than 1 year old and I have now been without it for 4 weeks, with at least another 10 days before A and E is now scheduled to repair it. As large companies Kitchenaid and Sears should have a reliable preferred service provider in the New York area. I really can't afford to keep giving up income waiting for a repair tech to show up. I am self employed. When I can't work I don't get paid.

Neither KitchenAid or Sears have been any help in getting A and E Factory Service to complete the repairs or to recommend someone else to do the repairs.

Dolores
New Rochelle, New York
U.S.A.