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A&E via hhgregg

United States

Consumer complaints and reviews about A&E via hhgregg

A&E Solutions Send email
 
Feb 23, 2012

Ridiculous protocol

Maccgizzle,

I apologize for the frustration and disappointment regarding your recent repair experience. I know it is very difficult to run a household without a fully functional washing machine. My name is Zenaida and I am part of the A&E Solutions team. I came across you post and would like to offer you our assistance.
At your convenience please contact our office at [email protected] so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the range is listed under and we will contact you directly. In addition please include your screen name (maccgizzle) in your email for reference to your issue and we look forward to talking to you soon.

Thank you,

Zenaida M.
A&E Solutions Team
A&E Cares
Maccgizzle Send email
 
Feb 23, 2012

Ridiculous protocol

I bought a stackable washer and dryer from hhgregg about 20 months ago, and purchased the additional 5-year premium service plan. Well for some unknown reason this week, our washing machine began turning itself on/off during and not during run cycles accompanied by flashing lights on the front panel with very annoying repetitive beeping sounds. So I first googled it and learned that I could get an error code by holding the start and cancel buttons down together, which revealed we had the 'E2B' error - which meant one of two things. One, our voltage coming out of the outlet could be too high (over 130 volts) or two, the washer's control board could need replaced. Monday evening, my wife called it in, and to our pleasure we were able to schedule an in-home repair for Wednesday morning. So only a full day without a washing machine, not bad at all. In the meantime we finished up the laundry we had started when the washer failed up at our neighbor's house.

Wednesday morning right on schedule, a technician showed up at 8am. I was impressed, at his timeliness but that's about where the impression ended, at least the good impression, and the pain began. To make a long story short, the damn washing machine ran through an entire spin cycle while he was here without acting up. Well that's not entirely true - my wife said it did stop and beep and flash for about 5-10 seconds but then started back up and finished on its own. We had explained to both the people over the phone and the technician in our house what was happening and what the error code was, so he had come with a new control board to replace the malfunctioning one in our washer. HOWEVER, because we could not get the washer to act during his 30 minutes in our house, he stated that he was no allowed to replace the control board since he didn't witness it himself being problematic. He did check our outlet voltage and found it be a proper 120 volts, which leaves only one other option for the E2B error code - that being a bad control board. As my wife was updating me over the phone what was going on, I implored her not let him leave without fixing the washer, but there was nothing she could do. In the end, he left without fixing the problem, and sure enough later that same morning while she was doing a load of laundhry, the washer malfunctioned again.

Obviously she called back that same day and was told that because the technician hadn't returned from his day yet, that our order was still "open" and we had to call back the next morning to get someone to come back out. So the next morning (Thursday now), and we were told the earliest they could send someone out was Tuesday now. This infuriated me so much that I called an 800 number for A&E to complain that he was just here in our house yesterday and left WITHOUT fixing it, and now we have to wait 5 more days for someone to come out again. In lieu of my frustration, she put me on hold to see if they could find something sooner for us, but eventually came back only to tell me Tuesday was the earliest they had.

I found it unbelievable that we were able to provide them the error code, AND the technician was able to verify the outlet voltage was what it should be, yet refused to fix the problem (control board) only because he didn't see it malfunction. Why the hell would we make this shit up and wait for a tech to come out if it wasn't really happening?? Unbelievable. They said it's their process for controlling costs to not replace parts that don't need replaced. In the end though, our time is wasted again, as is the technician's, and they have to pay him twice to do the same job including the fuel expense to come to our house twice, and we get to be without a washing machine for 8 days instead of just 2 because of this ridiculous process A&E abides by. It seems that every time something I buy from hhgregg goes bad there's always a loophole with the warranty I've purchased.

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