A&E Factory Service

Problem Description: The ICE maker stopped working. IE: no ice was being produced.

Refrigerator Model/SN: ZISB480DRI/VL03089

Contract number: [protected]

Owners: Roberta Hart Theodore Hart

Email address: [protected]@yahoo.com [protected]@sbcglobal.net

Phone number: [protected] [protected]

Address: 6703 Canyon Lake Dr, Frisco Texas 75036

Record of Events:

11/18/22: Reported problem through on line service: www.schedulerepair.com Order # [protected]

11/18/22: Repair scheduled for Tuesday, 11/22/22, between 8:00 AM – 5:00 PM. I had to cancel a personal meeting at 1:00 PM in order to accommodate the all-day service window.

11/22/22: Was notified at 5:07 PM that service technician was in route for the appointment schedule between 8:00 AM and 5:00 PM. Arrived at 5:50 PM (almost 1 hour outside the service window). Service Tech determined that the ice maker was not reparable. He ordered a new ice maker.

11/28/22: New ice maker unit arrived at owner’s residence. I connected to www.schedulerepair.com’ to schedule next visit to install the new ice maker. Was confirmed for: 11/30/22.

11/30/22: Waited all day, no show. I texted twice to reminder the tech to be here by 5:00 PM. I sent two more texts, no response, so my last text was to reschedule. I initiated a new support request myself

12/8/22: Service tech arrived, replaced the ice maker. Departed from the premise without testing to ensure the unit was operating properly. Owner checked the next morning to find that no ice had been produced

12/9/22: Called Customer service. I selected options from the voice message system: 1 -1 -6 and was connected to an actual person. I informed Customer Service that the new ice maker was not working and that the service tech needed to return immediately to finish the job. Customer Support rep was extremely belligerent. She would not let me talk to a supervisor and told me I had to schedule another service visit. This response was totally unacceptable, any reputable organization would have scheduled an emergency repair to correct the ‘botched job’. I did schedule another repair for 12/20/22. Several days later I did receive a called from a supervisor named ‘Jack’ who apologized but gave me no priority on for a return visit to complete the repair.

12/20/22. A full 10 days after the repair job was botched, the service tech returned a third time. This visit was to fix the problem that was left unsolved on 12/8/22. On approx. 12/22 I received a call from supervisor Gary who also apologized for all the problems.

12/22/22. I received notification that a service tech would arrive on this date to fix the problem. This was the fourth scheduled visit from an A&E Tech Support. The 8:00 – 5:00 window came and went, and no one showed up.

12/23/22. A service tech finally arrived. The service tech arrived and worked on the ice maker; this was the fifth scheduled visit. After approx. 1 hour, he proclaimed the problem fixed and assured me I would have no further problems and departed. I checked early the next morning to find that no ice had been created, PROBLEM WAS NOT RESOLVED. I was informed that my next appointment would be 12/30/22 but I requested and was granted 12/29/22.Service was reschedule for 12/29

12/29/22. The service tech did not show. No notice was given.

12/30/22. I called A&E customer support at 9:00 AM to obtain status and follow up. The customer support rep was very hard to understand, was very belligerent. She had a very hard time creating intelligible sentences and word pronunciation. I was assured that I would receive a call from A&E within 1-2 hours. I waited the remainder of the day, until 7:30 Pm, no call was received.

As of 1/3 the problem remains unresolved.

This type of service should never happen. Especially to a good customer who recently extended his service warranty four years, through 2/1/2027.

Ted Hart

[protected]

Above unit was installed January 13, 2022. It is a Pro Series unit meaning it's very nice and very expensive. Noticed there was moisture on the lower righthand back panel just above the vegetable storage area after 3-4 months. Did not think much about the moisture until it began to freeze. Then called Frigidaire who referred me to A&E. Service call #1 scheduled on June 17. Rep showed up timely and thawed out coils but did not replace any parts. Said give it a go to see what happens but he had a feeling what problem likely was but A&E protocol required taking baby steps before going to major repair. Rep was right - first moisture, then ice build-up in same area. Rep back for service call #2 on July 28. Service call #3 on August 25, service call #4 on Sept 6 but was not A&E. They quickly advised they could not work on units with R600 refrigerant as they do not possess the expensive/magic tool required to work on the same. A&E back for service call #5 on Sept 23 during which the rep with the magic tool replaced the coils and others parts. Unit worked for a few weeks unit High Temp warning light began flashing. A&E back to house for service call # 6 on October 6 by local rep who does not possess the magic tool and he advised they will have to start over with replacing the coils. Service call #7 was scheduled for Nov 21 but after waiting at house from 8-5, at 4:50, receive automated appointment notice with service call being rescheduled for Nov 23 (which I knew would not happen as the rep with the magic tool only comes to Granbury on Mon and Fri). Then, since we had not been waiting long enough for refrigerator repair, we were bumped down in A&E's service order to Dec 9. And, just to be sure they have enough parts to repair our unit, A&E has sent 3 sets of coils and other items to "fix" the unit. Needless to say, I have zero confidence that A&E can fix our unit and zero confidence the rep with the magic tool will actually show up for rescheduled service call # 7 on Dec 9.

Refrigerator purchased in March of 2018. Stopped cooling on 12/25/21. Parts were covered but not service of $497.74. A&E Repair Aaron came out 12/29, ordered parts and returned 1/19 and repaired refrigerator which worked 25 minutes. I called [protected], and a rep told me he would contact dispatcher & I would hear in 2 hours. Nothing. I called back and another rep said he would expedite it. Nothing. I called back and got a supervisor who told me the order was closed and I would have to call Lowe's and start all over again. Manager got me an appt. for 2/3. Keith came out and said compressor was shook up and condenser was damaged as brazing leaked all over it. He ordered new parts and said he would be back 2/23. Aaron came instead of Keith. On recommendation of supervisor, who we were not allowed to talk to, Aaron could not install the new parts. He expedited a new evaporator, which was received the next day. He gave me the Sears Repair Service #, which I called and first available appointment was March 16. Not able to talk to a live person, only recordings. We are in our late 70's with multiple health issues. We purchased a used refrigerator for our garage as we had nothing. Since chances of getting our refrigerator fixed were slim to none, we ordered a new refrigerator for our kitchen. The new compressor, evaporator, condenser coil and drier assembly are still in original boxes and in our possession. We were asked to return the parts. We called Customer Service and asked for a refund as our refrigerator was never fixed. We were told if UPS picked up the parts, then and only then would a refund of $487 be issued. At this point, we have no faith in their word. We won't release the parts until we receive a refund. Any assistance would be most appreciative. We have all corresponding paperwork.

Just like everyone else on here, this about the customer service and communication of A&E. Early February called Asurion about my 1 year old refrigerator not working and they sent A&E out to diagnose. The technician was not certified to work on refrigerators with the new R600a refrigerant. (Not the tech's fault). He couldn't really diagnose, but conferred with someone on the phone and parts were ordered. The next guy was also not certified to work on R600a. After 8 scheduled appointments, and only half showing up a technician finally arrived that could install the new parts. Parts were installed, but they don't carry R600a with them and it wasn't ordered by the original technician. They signed off my work-order as complete and told me to put in another work order to have the R600a installed. (The supervisor advised them to do this since they had made so many trips) The technician did order the R600a, however when they came to install it, it was half of what is required. The next technician cancelled yesterday because he didn't have the required R600a. They rescheduled for next week, however we still don't have the R600a.

I have been without a refrigerator since February!