Ae Factory Service - Close to criminal negligence by A&E
While I have my service contract through Sears it is A&E that gets sent out. The following is about A&E Service.
Notes about Sears visit for washer (2/6/14) around noon.
The tech listened to the washer for a bit and then asked for a few wet towels. Put the towels in. A few times the machine made the clacking sound. He heard it. I pointed it out to him when the machine would make the noise. Heard the noise.
He repositioned the machine and tried on a medium setting. Did not hear noise while it was spinning.
He went on to say that it is normal for these machines to make noise as they spin down. I informed him that we have had the machines since 2005 and never heard this sound. He said if it was a bearing it would make an incredible racket (we used to hear that, but it went away).
He mentioned that if it was bearings it would be a major overhaul and it would be in my garage. Just before he left he said to make sure I keep the policy up to date. He also kept saying that the machines were very sensitive to being level. He indicated that a 1/16 of an inch would be enough to make this noise.
After he left I put the machine back into position and started a load of whites. I had not put the freezer back into position (small chest freezer to the left of the stacked washer and dryer). I could hear the clack even while washing, but it lasted a second at best. I have the recorder set to record the entire wash cycle.
2/13/14 – A senior tech was sent out to re-diagnose the washing machine. This service tech agreed that it was a bad rear bearing and placed an order for new parts.
Outer Tub was damaged. Had a new one sent from Westoaks Mall.
The two techs started working on washer. I had asked that the original service Tec not be sent to my home. A&E apparently does not care what I want. He was back at my door once again. He and his helper started to work on the machine. The FIRST question he had for me was did I stack the washer and dryer. I told him no, Sears did that when they installed the washer and dryer. He then asked me how you get them apart. Really? He is the service tech and he does not know how to even separate the two. They finally figured that out (after I told them where the screws were) and started to work on the washer. The dryer was in the way so they unhooked the gas line and shoved the dryer into the hall.
Thinking they may want to work on the washer outside (it was cold outside) I offered to let them use a 4 wheel dolly. They refused my offer and proceeded to tear the washer apart in the laundry room.
I had to turn heat off because they would not close the door to the garage (attached garage). There was water and dirt all over the floor. The tech asked me for towels to clean up the water. I gave them some blue rags. Your tech said it will not be enough as there is a lot of water on the floor and did I have some beach towels. I told him NO. I am not destroying good towels cleaning up a floor that is now covered in water, dirt and cat litter (he had taken a cat litter bag from the garage for some reason and tore it).
After finally getting the outer housing and drum assembly out they moved into the garage. The shell of the washer was left in the laundry room with the door to the house left open.
They moved into the garage to work on the gray plastic housing. They were starting to work right next to one of my motorcycles. I strongly suggested that they move away from the bike and work to the housing. They moved about 3 feet away.
Your tech informed me that the bolt that holds the pulley on is frozen. They will have to emergency order a part. Washer will sit in pieces until that part comes in.
1015 - Trying to get part locally
Around 10:30 I closed the garage door since the house was starting to get very cold from them leaving the door open. He opened the door around 10:45. The door stayed open until he left.
11:07 a third truck has arrived. Just prior to this I heard the one tech telling the other that the part we received is the wrong part. Either it is a wrong part or the tech is a total *** and does not know what he is doing. I heard hammering which I can only assume was him trying to force parts together
Between 11:45 and noon I called 1-800-573-8431 and left a message to get these people out of my house. A few minutes later it was a moot point as your tech came into my kitchen and told me he was going to replace the washer. The parts he was sent were substitute parts and did not fit.
He quickly left. I walked out of the kitchen. What he had left me was the door between the house and garage open, the washer shell still in the laundry room, dirt and water all over the floor, the dryer still out in the hall.
I had to move the washer shell into the garage. Walking back into the house is when I noticed that the gas line was still open.
At 1215 I called sears to tell them I needed the gas line plugged. The girl put me on hold for a few minutes. When she came back I was told that the service manager said we (sears/ A&E) never touched the gas line. Now I became angry. I informed the woman that the washer and dryer is a stacked unit. It is IMPOSSIBLE to take apart the washer without first removing the GAS dryer. I then said I will cap the gas line and if the house blows up then Sears can deal with a wrongful death suit.
I went to Home Depot to get various fittings, gas tape and a Crescent wrench after first shutting off the gas and electric to the house.
Around 1330 restored power and gas to the house.
1540 I was finally done cleaning laundry area.
3/4/2014 around 1345
Called A&E 1800 – 905 9505. Talked to someone from Puerto Rico I think. Hard to understand him. It took him some time to understand what my complaint was. At first he thought my complaint was that they showed up in A&E trucks. Another ***!. He took down my information. I also suggested that the tech be fired. The id of the tech is 0012260
I asked where does this go from here? He said it goes to the escalation department. I asked when will I hear back from someone. I was told ‘we do not have to tell you anything’ they will not tell me if the tech was fired or not. I told him again that I did not care if I hear back what happened to the tech, but that I wanted to hear back from a supervisor that something is being done. He said he put my phone number into the complaint and requested that someone contact me. I doubt that will ever happen. A&E is useless. If you ever have the chance to use someone else do so!
Now I will be getting ready to get all of my money back for the time I had to spend going to washaterias, mileage, cost of 1 wrench, fittings, mileage to and from Home Depot and the inconvenience to me for having to do without a washer.
For anyone interested I also have pictures proving everything that I have written. If anyone is interested in starting up a website let me know. I can add a section to my current one that deals with A&E.
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