Thread Number: 19500
A&E Repair Experience
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Post# 313660   11/7/2008 at 15:12 (3,606 days old) by dadoes (TX, U.S. of A.)        

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My Neptune TL already crapped-out two weeks ago, after just 5 months of use. The clutch went bad resulting in tumble during spin which threw the load off-balance so it would continually stop to redistribute, never get up to full speed. Being under warranty, I called Maytag for service, which of course goes through A&E Factory Service. Repair was done yesterday, 11/6. The tech called at 8 AM, arrived promptly 15 mins later. She seemed competent. Asked if there were any error codes (no). I described what it was doing. She ran a spin without clothes, observed the tumblers rotating. Ran a diagnostic, then I provided some towels for a test load. After *many* attempts, it finally did balance. She went to her van while spin proceeded. I was afraid she'd pronounce the machine OK since it did manage to spin ... but she came back with a new clutch, ready to install it. The only glitch was that the replacement clutch includes an extra piece that may not be needed depending on the design of the original (mine didn't have it). She tried to install it with the extra piece and had trouble. I brought the included instruction sheet to her attention, and the job was quickly finished. She advised to keep using the Neppy "often" during the remaining warranty period ... but I've moved in the refurbished Calypso and prefer to use it for a while as the main machine, although I can do an occasional Neppy load in the garage.

Post# 313672 , Reply# 1   11/7/2008 at 16:42 (3,606 days old) by iheartmaytag (Wichita, Kansas)        
My experience wasn't that bad

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Maybe most of it was unnecessary. I called Whirlcrap when my May-pool dishwasher went kput. They sent out A&E. The first tech said it was a bad controller and ordered parts without even checking the machine.

Two weeks later another tech came to install the parts and after he hung them the machine was still dead. That's when he found out it was a burnt power connection. Which btw--Red Carpet Drew had diagnosed prior to their visit.

So, my rating. If the first guy had checked the machine I would not have been without a machine for almost a month and could have fixed it without $429.36 worth of parts. Luckily I didn't have to pay for them, and they couldn't take them back because he had already installed them.

Post# 313702 , Reply# 2   11/7/2008 at 21:11 (3,605 days old) by redcarpetdrew (Concord, CA (But my heart will always be in sweet Nevada!))        
At least you didn't have to wait all day... or worse

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They showed up on time. Wow! I don't know why she had to fiddle-f**k around with the thing. After seeing the machine tumble and spin just ONCE, I'd have had the repair going. To be fair, many of the A&E techs have not seen alot of Maytag product and fewer still the exotics like the Neptune drying cabinette and the like. Harder still is trying to spend the time to properly analyze it when you're rushing thru a route with a bazillion calls over multiple counties/zip codes in one day like A&E has a habit of doing. Or sending a refrig tech to fix washers & dryers.

There have been a revision or two on those clutches (retail around $120 for the clutch) and I've had to replace a few. The only thing else I've seen a few times is the lower spin bearing fail like the Neptune F/L and it too is part of the outer tub.


Post# 313783 , Reply# 3   11/8/2008 at 15:17 (3,605 days old) by paulg (My sweet home... Chicago)        
All bad...

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Every "A&E Factory Service" report that I have heard is dismal. I've heard quite a few. Buy me a drink and I'll have some stories to tell..
... However, as I understand it, Montgomery Wards repair service changed its name long ago to A&E largely to become more generic and attract more non-Wards repairs. Their service was never really fantastic.
Wards went bust, Sears bought the residue and so A&E Service remains an arm of Sears Service.
Recently when my KitchenAid dishwasher needed warranty repairs, I called Whirlpool Corp. They offered to send out a repairman and really wanted to schedule an appointment on the phone "right away." Now I know that Whirlpool doesn't have a factory-service system so I asked them.. "WHO??? Are you sending out???" They said with pregnant pause, ".....A&E..."
At that point I said..."NO!...Give me a GOOD LOCAL INDEPENDENT servicer." They gave me a little local servicer who ended up being extremely competent.
Personally I'd only patronize A&E if I lived on top of a mountain or some other region of the USA that no other servicer on the planet has on their route.

Post# 314062 , Reply# 4   11/10/2008 at 08:09 (3,603 days old) by drewz (Alexandria, Virginia)        

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Whirlpool and it's subs are bringing themselves down with the network of no nothings.

I have had 4 experiences all negitive, the last about a month ago the tech set my 27" Whirlpool Thin Twin Washer-Dryer on fire. He did not have the right tool to make the machine function without the lid on so he stuck something in the connector which when he turned the machine on went off like a fire-cracker flames melted the wires, tripped the circuit breakers and filled my house with heavy smoke, which you know how burning wires stink. I had to take the dog outside because the poor thing started to choke. The tech said he would replace it for free if I got the machine fixed, which turned out to be about $398 for a seventeen year old machine so I just trashed it so he got off without replacing what he had damaged. This was my 4th negitive exprience with A&E.


Post# 314090 , Reply# 5   11/10/2008 at 10:47 (3,603 days old) by redcarpetdrew (Concord, CA (But my heart will always be in sweet Nevada!))        
Digging a hole without a ladder in the plans...

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Sooner or later, this WILL come home to roost. Whirlpool seems to treat the indie repair co's like second class citizens and chases more and more away from warranty service support. Eventually A&E will get too demanding and try to dictate policy as they want it as they realize that they are quickly becoming Whirlpool's only avenue. Whirlpool will realize they have no choice but to take it in the shorts and submit due to all the smaller, more knowledgeable co's no longer willing to hang on and support the product while dealing with all the bullsh*t. Paying warranty call rates that are way lower than a avg. co's cod rate and adding more hurdles to jump than a olympic track event AND not giving the servicer total support is not the way to run a railroad... Grrr! I think I need to go fix something...


Post# 314479 , Reply# 6   11/11/2008 at 23:24 (3,601 days old) by johnb300m (Chicago)        

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I'm happy to say that, in my parents' area, GE service is still good 'ole factory service. We get a real GE man.
Same guy for the last 10 years we've been in our house.
And they've "mostly" been helpful and knowledgeable.

Post# 314559 , Reply# 7   11/12/2008 at 10:46 (3,601 days old) by runematic (southcentral pa)        

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We changed to a "self-servicing" dealer a few years ago. That means we only do warranty repair on units we sold, unless WP really begs us. I figure if the folks bought from Lowes, HD & the like, let them deal with the warranty service ramifications. Now, we'll fix 'em out of warranty, but if they want our warranty service than they can buy from us. We got tired of the local Lowes telling people that they could still have our service if we bought from them.

Post# 315659 , Reply# 8   11/18/2008 at 03:02 (3,595 days old) by paulg (My sweet home... Chicago)        
That's why I patronize independents.

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My Maytag for the old house and my Speed Queens for the new house came from independent dealers who already had the servicer lined up if needed. My Kitchenaid dealer moved away so I had to find my own servicer which was easy to do with Whirlpool's help.
Flawed as they may be, A&E and Sears Service DO go to places other servicer's won't go. I'm fortunate to be in Chicago where I can choose who does my warranty work. If you're in nowheresville, you may only have a choice of A&E or Sears Service. They do fill a void of "coverage" when independents often like to stay within 30 miles of home-base. Personally, I don't care much for either A&E or Sears Service and so I plan ahead and buy stuff that doesn't require my patronage of their services. My problem of frustration is solved before it begins!

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