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GE Profile Dishwasher Recall Repair - Not a True Fix - GE Removes the Sound-Dampening Insulation
Posted by Agreig on 10/08/2007
MABLETON, GEORGIA -- In August 2007 I had my GE Profile dishwasher serviced for the recall concerning the leaky rinse-aid dispenser and its associated fire hazard. GE's solution was to replace the wiring harness (on which the rinse-aid had leaked) and remove the sound-dampening insulation (which was soiled with rinse-aid). The thick layer of insulation that previously had insulated the entire door was replaced with a piece of tissue approximately 1 foot x 8 inches which was pasted to the inside of the door panel. GE calls this "insulation," but it in no way provides any sound dampening whatsoever. My formerly quiet dishwasher is now very loud as there is absolutely nothing there to deaden the sound.

When I called GE, I spoke to a number of individuals and their supervisors who told me this is the fix, and it is final - they will not replace the insulation that they removed from the door. Of course I understand why GE doesn't want to put any insulation in there, because their "fix" does not fix the true problem - the rinse-aid dispenser still leaks to the inside of the door, and if you put the insulation back in, it would probably add to the fire hazard.

The final offer of consolation from GE was a 50% discount on the purchase of a comparable new dishwasher, with shipping charges waived. Ridiculous! They ruin my dishwasher, and now they want me to pay for a new one? When I bought a GE dishwasher, I paid for the "quiet" performance. My dishwasher is no longer the quality appliance I had before. I could have achieved the same noisy effect with a cheap dishwasher from the discount store.

I would like for GE to repair the rinse-aid dispenser so it does not leak, and I would like GE to replace the sound-dampening insulation they removed from the door in order to return the dishwasher to its previously "quiet" state.
     
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GE Profile Dishwasher MELTED EVERYTHING
Posted by Mommaspur on 08/28/2010
In 2008 we bought a GE Profile dishwasher to match all of our other kitchen GE profile appliances, it is a stainless steel outside brushed finish. The model # is PDW9980N00SS. It was over $800. They don't make this model anymore and its no surprise... I had it for less than 6 months when it flooded my kitchen, the "something" had to be replaced, luckily still under warranty. Worked fine after that but could not get rid of a funny smell. It has never cleaned my dishes perfectly, I always have to pick food off and rewash glasses. I use jet dry and the best of the best dishwashing detergent tablets. Last night I unloaded the clean dishes, put in a few dirty ones, didn't snap it shut all the way and went to bed. This morning when I woke up I smelled burning plastic (I have kids so I figured somone turned on hot glue gun, but it was worse smelling than that!) I went to the kitchen and sniffed it out, when I opened the dishwasher it was extremely hot on the handle and everything on the inside was completely melted (other than the stainless steel pots and my glass blender and silverware) the silverware basket, completely melted, the cups, plates (all plastic kidware) melted, the sprayer arms (that spin underneath each rack) melted. I mean dripping melted. No longer distingishable. All the dishwasher GE parts that were plastic... melted. What a mess! Not to mention it could have burned my house down. Since it was not turned on, nor was the door shut all the way, I had to unplug it to get it to turn off! Everything was ruined, even the stuff that did not melt, because it had melted plastic all over it. The silverware (very nice silverware) ruined, the pots... ruined. The blender... ruined (all the plastic peices were melted, only the glass part exists now) I have never had it heat up like this, especially when it was not even turned on! Get rid of yours today, it might burn your house down. I can email pictures if you like. I have a lot.
     
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Posted by Venice09 on 2010-08-28:
This happened while it was turned off?

I'd love to hear GE's response.

Have you checked to see if this model was recalled?
Posted by leet60 on 2010-08-28:
I am just glad that you didn't have a house fire as a result of this. Thank goodness.
Posted by Helpful on 2010-08-28:
I agree that this sounds terribly dangerous. You have the ability to place photos along with this review. I would have recommended you do so.

The way the review reads, you've not indicated that the dishwasher is still under any form of warranty -- either original or extended. That's unfortunate, but GE may still be interested in hearing the problem. My concern is that you've quickly posted a review on this site, without speaking to them first. You may be surprised as to how they approach this.

Please let us know.
Posted by Anonymous on 2010-08-28:
From a former appliance tech's point of view, it sounds like a hi-limit thermostat of some sort. Large commercial size coffee makers are similar. They have water in them, and it is constantly clicking on the heater to warm the water to the appropriate temperature. If the limit thermostat fails, then the water just continues to heat up, and eventually boils over. When the water starts to disappear, you then have steam. When all the condensation is gone, you then have nothing more than a heater that is warming up the inside of your dishwasher, and has no limit thermostat to tell it when to shut off. Normally, a burner tube or heating element will eventually burn itself out, but as in your case, unfortunately it did not. I hope for your sake that it was still under warranty.

Also, word to the wise. Just because something is turned off, doesn't mean that its "off". It still has a live power supply via the plug-in cord. People often assume things like their televisions are off a night, but as long as it is still plugged in to the wall, it draws power. Look carefully at your utility bill next time you go on vacation and think everything was "off". I know it's not very practical with all appliances, like fridges, stoves, and such, but a good idea that our family practices is using the power strips (surge protected) on our computers, t.v.'s, stereos, etc...and at night when going to sleep, we just turn the power strip off. Only the power strip is pulling a small amount of electricity, but the surge protector has cut "ALL" power to the associated appliance. Hope this helps, and best of luck with your warranty!
Posted by Venice09 on 2010-08-28:
Good explanation, J4A. And yes, I do realize that there is still power when something is turned off.

I know very little about dishwashers, but are you saying they work like hot water heaters?
Posted by Anonymous on 2010-08-28:
Yes, depending on the model. Some use the water straight from the wall's water supply line, while others have a reserve built in them, and that is the water used when it first cycles on. Those are the hi-temp models and tend to be much pricier.
Posted by Venice09 on 2010-08-28:
I never knew that about dishwashers. I just assumed the water came directly from the line. I have a dishwasher but could never get the hang of loading it. Either the dishes would break or something would fall down and melt. I finally gave up. If it wasn't that it came with the house, I wouldn't have one. I wish I had the cabinet space instead.
Posted by Anonymous on 2010-08-28:
Venice> Not to support my post, but try Home Depot or Lowe's for some ideas on replacing the space after you remove your dishwasher.
Posted by Helpful on 2010-08-28:
Good post Justice. The American designed dishwashers, as this would be, generally runs a timed cycle to heat the water for proper cleaning and later for drying. Whereas the OP claims the door wasn't even latched, I'm surprised the unit started and then didn't turn itself off. I'd actually like to see some of the photos the OP was speaking about.
Posted by Gina D on 2010-08-30:
Hi, this is Vikki with GE. I am sorry to hear about the issue you've experienced with your dishwasher. Please email the details including your model and serial numbers and your name address and phone number to eResponse@ge.com. We'll be happy to check into this and get back with you.
Posted by 2cent-er on 2010-09-09:
So what happened?? believe me the manf's want to know about stuff like this. i'm sure if you contact them they'll want to check it out. this is a safety issue. also, anybody reading this; modern d/w do catch fire, so unlatch the door after the cycle is over. realize this consumer did but that should have killed all power to unit. wonder if installers reversed the AC line coming into d/w. the new ones have a double line break but???
Posted by krowesd on 2010-11-25:
My GE Monogram dishwasher melted down Sept 2010. I called the company and they said they had not heard of this issue happening and could come out and look at the dishwasher but if it had to be replaced, they would prorate cost (and we would have to cover $700 of it). I see that as of 10/26/10 they have now issued a recall for this issue, but only offer $400 towards the cost of a new dishwasher. On a $1500 GE Monogram, that is an insult. The company really frustrates me that you can have a dishwasher that is only a few years old melt down due to a defect and GE does not fully replace it.
Posted by Karen on 2013-08-07:
I just had a very similar experience just last week. I had ran the dishwasher during the early evening and when I went to empty it the soap never dissolved and the dishes seemed still dirty. I started the cycle again at about 8 pm. We went to bed not giving it another thought as everything seemed fine. About 1 am I awoke from a horrible plastic burning smell. It took me a few minutes to determine the smell was coming from the kitchen. As I opened the door to the dishwasher smoke came bellowing out of it. This was not just any smoke, it felt really toxic, made our eye tear up and you could see smoke through out the house. Keep in mind the washer had been turned on 5 hours earlier.. what if we didn't wake up? My model was the GE Profile with the stainless steel interior, but the one being recalled has an plastic interior. I contacted GE and found that my product was registered in their system but I was not notified because it wasn't the recalled one. They also informed me that if I had called a GE certified technician to look at it that they would have replaced it for free. Too late I had a new one installed yesterday and no longer have the old dishwasher. In the future I will google products before making a purchase and contact the manufacturer when something like this occurs.
Posted by Teni on 2013-10-10:
Hi everyone my GE monogram dishwasher did the same exactly thing... Everything melted inside. I called GE, now I'm in negotiating with the company so I can get a new one replaced, don't know how much the company will cover from the cost yet.. Will let you guys know. This is not conferring at all, so many GE dishwashers had the same problem. I don't know if I want GE again. But I don't think that Ge will pay me to buy a different brand.
Posted by SG on 2013-12-27:
I had same experience couple weeks back on my GE Profile dishwasher with stainless steel tub. Everything inside that was made of plastic (sprayer arm, silverware basket and plasticware) melted completely. Even after I opened the door, it kept pumping more and more heat. Scary situation - could have easily burnt down the house.
I contacted GE and after reviewing, they offered me a "discounted" price on a new GE model that I can purchase for similar or even lesser cost directly from local stores in my area.

Even though their service tech was very helpful and admitted that its a fire hazard, the representative at GE consumer relation who have to power to offer discounts or replace the units were not helpful or considerate at all.

No more GE appliances for me anymore.
Posted by SG on 2014-01-10:
UPDATE on review from 12/27/2013.

GE called and they agreed to replace the GE Profile dishwasher that melted with another GE profile dishwasher. Delivery and installation was also free of cost.
Posted by Beccie on 2014-02-22:
My dishwasher melted every plastic that was inside of it including the dishwasher parts, baskets, and ruined silverware and glassware. After running a normal cycle, it seems that the heating never shut off, and kept running and heating burning everything. This is a big safety and fire hazard as it could have burned my house down. Even after shutting it off and removing everything it kept running the heat. I had to leave the door open for it to stop. Finally I completely shut off the power supply to stop it from continuing to heat up. I need help in addressing this problem.

After reading the issues posted here and seeing the similar problems I sent an email to GE and am awaiting their response. I will be sure to submit their response here as soon as I hear from them.
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Outraged and Disgusted
Posted by FrustratedGEcustomer on 11/16/2007
NEW JERSEY -- We purchased a GE Profile Harmony Washing Machine and dryer in June 2006. We went all out financially buying the extended warranty etc. Due to the amount of time we do laundry. There are 5 people in our family and laundry is a part of our every day. 16 Months later the washing machine stops working. Three weeks later, 2 completed service calls (a new motor and a new clutch were installed), 2 cancelled service calls (cancelled by GE), missed work, hours on the phone trying to get help, and trips to a laundromat (at $50 a trip) we still do not have our washing machine!!!!! I spoke with a customer relations person today who told me in her exact words "there AIN'T nobody here that can help you"!! As a family we will NEVER buy a GE appliance again. We had better luck with our $400 washing machine made by a no name company and it actually lasted for 10 years! Friends told us to buy LG appliances and I think we should have listened. Another customer relations person called to cancel our second service call because their techs were just too busy with warranty work.

My husband said "that does not say much about your products" and her response was "well, sir i have to agree with you on that"!!! what a company!! so after all of this I will be off to the laundromat soon, and we are scheduled for another service call five days from today (3 weeks without a washing machine)! Lets see if they keep this appointment and actually FIX the machine this time! I have never written a "complaint" of any kind in my entire life. I am so outraged at how we have been treated by GE as a company I just wanted to let people know that they have terrible customer service!
     
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Posted by bargod on 2007-11-16:
The machine ran every day for 16 months before it stopped working! I'd say thats not bad considering.
Posted by geather-c on 2007-11-16:
I bought a window unit air conditioner,biggest one they made around 10 years ago was a lemon 3 thermostats went bad in 30 days would come on and run most of the night and hardly come on during the day.,G.E would do nothing even under warranty never mind the extended warranty that I bought. the N.C attorney general office could or did not do anything either.I have bought an air cond,refridgerator,freezer,microwave since then none of which were G.E not to mention a washer&dryer for my son as a graduation present for finishing college.OH! they had the nerve to send a card for me to renew my extended warranty.that's gall.
Posted by Hugh_Jorgen on 2007-11-16:
If you do end up buying a new one, do your homework - I've seen a fair number of negative reviews on LG - enough to make me pause and check into them. Good luck.
Posted by Anonymous on 2007-11-16:
I agree with Hugh.Make sure if you do go LG,find a store that services what they sell(bypass Home Depot,Lowes etc)
Posted by ejack053824 on 2007-11-16:
LG = Lotta Garbage
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Exploding inner oven door
Posted by Tracey1958 on 12/05/2007
We recently purchased all GE Profile Appliances for our new home. I absolutely loved my dual convection gas oven until today. The oven has been in use about six months and after a particularly messy roast chicken from the weekend, I put on the self clean feature today.

After it had been on for about an hour, I noticed that the inside glass on the oven looked like it had shattered. Sure enough, once it had completed it's cycle and I could open the door, shards of glass fell out all over the kitchen floor.

It's three weeks before Christmas and they can't even send out a repair person until next week! I am not impressed at all.
     
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Posted by Anonymous on 2007-12-05:
Did you call the factory,or the place you purchased it?
Try and locate a local company that can handle the warranty.
Posted by Slimjim on 2007-12-05:
A few shattering window stories on GEs can be found here. At least you'll have it fixed for Christmas and still have the other oven to get by the week.
Posted by GTOgo on 2007-12-05:
Sometimes if it will take that long to fix, GE will reimburse another repairman to come in and fix it, if you can find someone sooner. My husband is an electrician and plumber, and this has happened several times.
Posted by qualityappliance on 2007-12-06:
It is getting harder to find a reputable company that will honor GE warranty or extended service plans because they are reverting back to their old ways of not covering repairs, claiming customer misuse, or claims that do get paid end up far short. The push in the last year has been to find the cheapest contractor without regard to knowledge or experience, this explains why the now want to use A&E/Sears as much as possible, and also why the major retailers no longer sell GE's extended service contracts.
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Dissatisfied Customer
Posted by LIvers on 05/12/2006
HAMILTON, OKLAHOMA -- We own a GE Profile Double Convection oven and starting about 2 months ago we began getting an F7 error on our control panel. We read in the "troubleshooting" portion of our manual and were instructed to turn off the breaker for a short time and turn it back on. This fixed the problem for about 3 days. We continued to do the same thing for several weeks and now the oven won't work at all. We contacted GE 1 month ago and couldn't get a service man to our house for 2 weeks because they were so backed up. The service man came to our house (after being instructed to call our cell phone first) and no one was home so we were left a note to reschedule which we did, the soonest appt. was 1 week later which was today. The service man came to the house and immediately knew what the problem was but said this never happens in this style of oven therefore he didn't have the part readily available and won't be in until next Thursday and will cost $240.00 to repair. I have now been without a properly working oven for 2 months and have a house full coming for Mother's Day! GE was more worried about how we would be paying (cash, check or charge) when we made the service call and not as concerned about the problem at hand. I'm not impressed!
     
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Posted by Slimjim on 2006-05-12:
While it's unfortunate they were backed up and then didn't have the part, those things happen. To say " not concerned about the problem at hand" is really not accurate as they are fixing it as fast as they could. Next time, call a few service centers to see about scheduling. Many service GE and you don't need factory service if it's out of warranty.
Posted by Dee Ann on 2006-06-04:
Two hrs. ago my double Convection oven went F7 and beeping. 3 of my neighbors have had the same problem. One ladies oven turned itself on clean!Damn!
Posted by A Consumer on 2006-06-05:
We have had the same problem twice within six months. The oven is all of two years old. GE service has added salt to our wounds: even knowing what is wrong with the oven (the F7 error code), we have had service technicians arrive without the part in hand, AFTER we have explicitly told GE in advance what part is needed. We have had GE send the wrong part, we have had technicians arrive at 7 PM when service was scheduled between 1 to 5 PM, we have had technicians never show up (and then had GE reschedule our appointment for "next available", meaning a week or two later). We have had appointments mysteriously disappear and be rescheduled for days that we never would have requested. It is clear that GE service overbooks appointments, and then expects its customers to pay the price.

One technician told us that the computers and touch pads fail on this oven "all the time", and strongly suggested getting an extended warranty. That might spare some of the expense, but it still leaves the consumer at the mercy of GE service.
Posted by powerman on 2006-07-22:
Our Kenmore double electric oven with GE control failed after 5 years. Replaced ERC and touchpanel for $600. The replacement parts failed in the same way after 5 months. The F7 error code appeared occasionally. Sears would only warranty the parts for 90 days. As an engineer, I wanted to get to the root cause of the failure. Tried cleaning the flexible conductor connection as recommended at some web sites. This only restored operation for a few minutes or hours at most. Finally discovered what appears to be the real problem and fixed both units for a pittance. Note that this solution may only apply to double electric ovens with a pair of flex conductors between the ERC and touchpanel. If you want to know what I did, email me at hutchipop@yahoo.com.
Posted by Bratman on 2007-04-02:
I too have a GE double oven of which was displaying the F7 error code upon our return from a vacation. Our oven was bought new in 2001. I searched the web looking for solutions. I tried the ribbon connector trick between the controller and touchpad three times to no avail. The F7 code came back within 12 hours each time. After the last time removing the ribbon I started to think there must be a bunch of buttons on this touchpad that haven't been pushed in six years. So, before I turned the power back on, I went and pushed every button on the touch pad four or five times in a rather firm pressing. I'm not sure if this did the trick but the F7 error code had not returned in over a week now. Hope this trick helps others out there. It saved me $180 for a new touch pad.

-Tim
Posted by dowens on 2007-09-12:
I also had the same problem of the F0 and F7. My double ovens would beep then turn themselves off. We had Sears come out and look at it and said the mother board was bad and it would cost us $500.00 to replace. A neighbor was replacing his ge profie with stainless and sold us our exact model for $300.00. The oven was barely used, and it worked well for about two years, but now this oven is giving me the same error codes. I have spoken with other neighbors and they are complaining about the same issues. There are about six of us thus far in my neighborhood. From your comments, it does not appear ge will be doing anything about this, but I will be bringing it to their attention and advising I, nor my family and most of my friends will by another ge product if we can help it.
Posted by dowens on 2007-09-12:
I live in New Mexico and having the same issues, this is my second ge profile oven and we are having the same issues as the first. We got an f7 error on the first then it would not work, then on the second we are getting an f0 error and now it beeps and we had to turn off the power. i have about six other neighbors who are experiencing the same issues.
Posted by nomorethenGE on 2007-12-02:
I have a GE convection oven that's been nothing but problems. Any time I try to roast something with moisture condensation builds up on the panel. It will turn to F7, F8 on the burners. Turn my burners off and on, turn my timer on to be set and then just keep beeping. It eventually shuts off. I have had GE out 3 times and at least where I'm from the technicians come out in a timely manner and are never late.
My problem is the idiot tech guy they had to call. They have replaced everything on my oven there is nothing left to replace. The idiot tech guy said that it was my fault because if I use my oven I'm supposed to seal everything so moisture can't escape. The local repair place thinks I need a new oven. I had to call consumer relations to try to get a new one and it was turned down because I don't cover and seal everything. They all are stupid. I asked the female I was talking to if she cooked very much. My Thanksgiving was a joke. She told me that she covers her turkey. I asked her how she browned it and she agreed it had to be uncovered. If you know anything about roasting a turkey you only put a foil tent on it after it browns and the steam does escape. For Christmas I do a standing rib roast. That is to be done by dry roasting after searing the meat. I'm not going to cover it. I have been cooking for years and all the ovens I've ever had you can cook and should cook without covering things. The customer relations person said I could replace my less then a year old oven for a little over $200. I said why would I do that when I already purchased one. I told her I would be talking with a lawyer and maybe the attorney general for the state of Colorado. We do have a lemon law on appliances. She said to try it again if I have a problem then they would replace it after the tech person came out again. I have taken pictures and filmed the oven when it starts going crazy. My last problem this week was the self cleaning. 45 minutes into it it started the F7 and then turned on the center burner. I tried to shut it off and it wouldn't turn off so I unplugged it and called them to come out. They better replace it or I will be their worst nightmare. I'm related to an executive of a nationwide home builder and if they don't work this out they will get their products pulled from them along with holding them accountable for the lemon they sold me.
Posted by Lori on 2011-06-05:
I, too, have a GE Double Oven Convection oven which I purchased in 2009. My display board will randomly flash 'locked' and when this is flashing I cannot use either of the ovens. It will randomly start flashing 'locked' from several hours to several days at a time and then it will randomly stop flashing. Have disconnected the power to the oven hoping it would reset the control pad but that has not worked. Also tried starting the cleaning cycle and then turned it off but that did not work either.

Am very frustrated and after reading the comments was hoping someone might be able to help me figure out what I can try....

My e-mail is pigpooh04@hotmail.com.
Posted by rob on 2013-05-07:
got one...hate it..same prob,,no wonder folks shop offshore
Posted by mihcal on 2013-06-28:
Same problem, oven shuts off for no reason.
once in a while, now every time. it is a new 1800 dollar item. now a piece of garbage because the warranty is out. 500 dollars to fix, i would rather spend on any thing but a GE.
Posted by pe on 2013-08-16:
I bought a house with one already installed. It is a double/convection built in oven. The paperwork that came with the house indicates there has been a service call previously, but not what the complaint was. This oven started showing F1 and beeping whenever the relative humidity went above 85% after I had lived in the house less than 6 months. I used to turn the oven on, let it preheat to 350°F and turn off which was a "fix" that I'd read about on the web. That would stop it for a while, but it always comes back. Then it started turning itself on, which sounds weird, but even when no one is home, the oven turns on and heats up to whatever the last temperature setting was. I have turned off the breakers in the basement, pressed all the buttons several times but it seems nothing will stop it. Last night was the worst so far. I turned on the breakers (just to use my larger than a counter top oven) and baked a dessert but did not go back to the basement before going to bed. When I got up this morning the oven was on, I only knew this because I felt heat when I walked near it to make coffee. There were no indicator lights, no beeping, no error codes, but the bottom heating element was RED hot. I am not using that as a measure of temperature, but a description of the color of the element. This thing could burn my house down. This is not a good thing at all. I'm not sure what the next step should be.
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Reptitive chronic failures of GE refrigerator
Posted by Irate_with_GE-junk on 12/06/2010
We purchased a GE Profile refrigerator in July, 2006 based on Consumer Reports recommendations. After three years it began failing. First we were told an "ice ball kit" was needed. Then the motherboard failed. Then a thermister failed. Then six more motherboards. Now the tech advises that a piece of foam be installed behind the thermister to prevent ice build-up and to remove three of the motherboard mounting screws to prevent motherboard shorting. This appliance is junk. I vehemently advise everyone to avoid GE products at all costs. I also recommend that everyone avoid Consumer Reports for recommending junk. I am also contact the States Attorney Consumer Protection Division. I will blog and post this story on every site I can locate on behalf of all the consumers who have been burned by GE executives. Anyone who works for GE ought to be ashamed to be affiliated with them.
     
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GE Profile Appliances are Junk
Posted by Rick67 on 11/30/2010
We purchased new GE Profile appliances last June and have had nothing but trouble with them. Within 3 weeks of purchase, the refrigerator was frosting up and making a lot of noise. The bottom of the freezer filled with water several times and ended up ruining a lot of food. The repairman was out a couple of times but never got it working right. It was very loud and we actually had to turn up the TV so we could hear it when the refrigerator would come on. They finally replaced it and this one hasn't frosted up but they are still very noisy appliances.

The GE Profile Microwave first had to have the Magnetron replaced. Then a couple weeks later they had to take it back into the repair shop to replace the transformer and then the turn-table mechanism. For the last three weeks we've had it unplugged because the automatic vent door won't stop opening and closing. They now have to take it back in and replace the motor that opens the vent door. The appliance has been in and out of the shop so much that it has dings and scratches on the stainless steel now from the repairmen working on it. GE has now sent us new stainless steel facing but we don't even want this appliance back.

At first we were very happy with the dishwasher because it was very quite and working well. But now, it's starting to make a louder humming noise so something is most likely starting to go wrong with that also.

So far, nothing has gone wrong with the range but it takes just as long if you're baking something with the convection oven as it does with the regular oven.
     
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Posted by 2cent-er on 2010-12-06:
there's no reason your m/o needs to be taken out of your home..tell your TPA [whomever your contract is with]to send a different service co out..nobody removes appl from a hse for repair.
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Do Not Buy GE Appliances
Posted by Looise on 03/30/2010
We paid $6800 for a GE Profile refrigerator in 2006 and have had nothing but problems with the auto-close door. GE repair people have been out numerous times to fix as the hinge was not strong enough to support the door (their analysis). Finally, GE replaced the door but it is too long for the unit (about 1/8th of an inch on top and bottom). We spoke with a supervisor who opened a case file and then called us back and offered to replace the unit with a comparable unit that came out on March 12th. We accepted. Now, GE is not going to do that unless we pay 40% of the new unit. Not only that but they are saying they have only been here ONCE, in 2009. They are not even showing the replacement door being installed. I told them to call the repair guys, they would remember being here numerous times. Plus, the initial supervisor had ALL of the repair visits listed in her file.

Now they have all disappeared. They just kept saying we were told about the 40% ( no way--I would NOT pay a dime more for anything GE) and we were out of warranty and that was that. I am warning all of you--DO NOT BUY GE!! They lied to us about the replacement unit and about their repair visits.
     
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Posted by GE Appliances on 2010-04-01:
This is Megan from GE, sorry to hear about your experience with your refrigerator. Please email me at eresponse@ge.com and I will look into this for you.
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GE "A NAME YOU CAN'T TRUST"
Posted by JayeG on 03/22/2010
PHOENIX - BUT GE CORP. OFFICE IN FAIRFIELD, CONNECTICUT -- I have read many of the reviews/complaints about GE on this website. For the couple of sympathetic ex-GE-employee writers who had to suffer working in one of GE's call centers, I respectfully request you look to GENERAL ELECTRIC rather than its customers to express your dissatisfaction. I say this for the following reasons:

1. Most customers of GE have come to know GE products as superior and reliable from their experience dating many years back, some of them 40 to 50 years back even. What they don't know is GE is not the company we once knew, in any regard, product or service.

2. In addressing an article posted here by one ex-GE employee, where he/she implies that customers shouldn't expect better products from GE because of the limited one-year warranty on many of their products and thus shouldn't be so irritated when they call in, I must say this: There are many reasons Customers can be irritated by the time they reach a GE call center employee, and some are discussed below. But, to begin with, customers have a right to believe in representations made by the company when it sells its products to the public. And it (GE) does NOT advertise: "Buy our products, they're not too well made but at least they will last you up to one year." Because if it did advertise its products this way, it would never sell one item. Bottom line: The warranty that comes with a product has very little to do with what a consumer expects in terms of a product's overall quality. It is just a form of insurance that comes with a product that helps, albeit minimally, limit one's financial exposure if something fails within the first year. By and large, customers just don't like being deceived or duped by misleading advertising about the quality of their products and then made to suffer further as a result of GE's abysmal excuse for customer service.

3. Further, one needs to understand that a customer is going to be made infuriated way before they even reach a GE "customer service" call center employee by virtue of the litany of prompt system commands they have to suffer and robotic machinations one must endure to reach an actual person, all of which takes an inordinately long time to accomplish and is maddening at best, only to find out that the person they've FINALLY reached is only one step above the automated prompt system they first encountered, has many more questions to ask the customers and then cannot offer anything more than "we can schedule you an appt. for someone to come out and answer your question(s)for $75," no matter how mundane or non-technical the question might be. This is NOT a criticism of GE call center employees--they are simply doing what GE tells them to do, the effect of which is to offer the least amount of true "customer service," as possible.

4. It is GE's CHOICE to hire call center individuals (including supervisors) with very limited to no knowledge of GE products, giving them no discretion to assist consumers with even the most basic of needs, and no place for the call center to send people (other than other centers which supposedly offer other forms of customer care support, but which do not) if they have something more complex to discuss, all the while with GE advertising their products and services with such slogans as "GREAT PRODUCTS BACKED BY GREAT SERVICE," and "SERVICE IS IN OUR DNA," and self-promoting rhetoric like "With more than a century of experience inventing cutting-edge products and services, GE - Appliances & Lighting strives to make life better, more convenient and more efficient for consumers..."

5. It is GE's CHOICE to make obtaining service or warranty or product information from GE an absolute nightmare, costing the consumer hours of time that leads them nowhere but into the abyss.

6. It is GE's CHOICE to make it its corporate policy to force customers to pay $75 service fee in order to obtain answers to questions that do NOT require a GE's in-home technician to answer.

7. It is GE's CHOICE to advertise their products in such a way as to misrepresent to the consumer that buying from GE affords them a superior product and superior customer service and care, when clearly it does not.

8. It is GE's CHOICE to thrive on a once-reliable corporate name, knowing full well that reliability no longer exists.

So, yes, we (the consumers) can get pretty irate and belligerent when, after 30 minutes to an hour (if not longer), we finally reach a person who we think might be able to help us, only to find out he/she can't, and we then are forced (as a result of GE's policy) to wait for a service tech to show up, for which we will pay $75, following which we may or may not get the item repaired because either he/she doesn't have the proper part to do so or the repair is so expensive that a new unit can be purchased cheaper---none of which information is available to you prior to paying the $75 service fee, even if you have something as rote as a broken door handle or a rusted-out oven liner, which shouldn't take a GE tech to "diagnose."

It horribly saddens me to say this, but GE could clearly care less about its customers once a sale is made. It is cliché to say this, but it can't be said clearer: Actions do speak louder than words. And, GE shows, by its actions, that the only thing it cares about is itself, which is an extremely narrow view of good business.

With a country and economy which is so highly serviced-based, is it any wonder that we, as a nation, are in the toilet? What service? How often do we really get good service these days from anyone in large corporate America? Does anyone care about service or the quality of the products they produce for that matter? Does anyone care about anything these days but a a fast buck--the short-term sale? I don't see it except maybe on the rare occasion. I say "customer service" is on the "endangered species list" at minimum. For those companies who really only care about short-term profit and what "new" customers they can attract with their sincere-sounding promises, I say let them make "disposable" products and advertise them that way. At least it's honest. It seems we're headed that direction anyway.




     
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Unsatisfied Customer - Poor Service Quality
Posted by Princess Di on 01/13/2010
I purchased a GE Profile Refrigerator (freezer on the bottom) in 2008 with ice maker on the door for $2,000. In Jan. 2009, I had trouble with the ice bucket freezing and getting stuck. Ice maker would not work due to ice build up. I called the appliance store where I purchased the product. They came to my home 5 different times from Jan 2009 to Nov. 2009 in an attempt to fix the problem. At that point I was fed up and decided to call GE directly to come and service the product. I also had purchased a 2 year service contract on the GE refrigerator just in case there were any problems. The GE technician came out in mid-December 2009 and told me that certain parts need to be ordered. He assured me he could fix the problem. He said that if he can't fix it, this is the last stop and that I will get a new refrigerator. The day of the service called, he tried to call and cancel as he thought he would need more parts. I had already taken the day off of work and was defrosting the ice maker like he told me to do by leaving the door open a few hours before he arrived when he decided to call and try and cancel. I made him come to my house and replace the parts he had originally ordered. After he left, the ice maker was still not working properly. A new ice bucket was needed because now the ice was not being pushed through so no ice cubes would come out. The technician told me he was going to bring a new ice bucket to me the next day. The next day he changed his mind and told me to call GE, give them a reference number and tell them that I should get a new refrigerator. I called Warranty Dept, and consumer relations they said no new frig. They would send out another technician. Consumer relations thought it could be a plumbing issue as to ice bucket freezing. The technician was going to check water valve and water flow to refrigerator as well as bring me a new ice bucket. I was given a window of 8:00 A.M. to Noon. Technician arrived at 11:55 A.M. on 1/12/10 without an ice bucket and never even looked at refrigerator. He did not look behind, check water flow or valve. Said he will have to order new ice bucket and left. He was in the house about 10 minutes. I called GE to complaint once again and got a huge runaround. The Warranty Dept. is blaming Customer Relations and vice versa. No one taking responsibility on who should fix this problem. The service technicians are quite lazy and could care less about their jobs. GE treats their customers poorly. I will never buy another GE product nor will I ever recommend them to my friends. I have called GE and spoke to 4 differet depts. and complained to each of them. First of all you can't get through because each telephone number you call is automated. If you stay on the phone for at least 10 minutes, you may get lucky and someone will pick up the phone, only to tell you that you called the wrong department, or that they don't actually work for GE or that they can't help you because your product is under a service contract, but the warranty department won't help because now it becomes a customer relations problem. Apparently, paying for an expensive appliance and trying to protect it by buying a 2 year service contract just isn't enough for GE. They are unwilling to take any responsibility for their products or in customer satisfaction. I just wanted to get this situation resolved. Maybe the Better Business Bureau can get farther than I did.
     
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Posted by goduke on 2010-01-13:
Sounds like a mess, but I think you are doing a good job of keeping the pressure on them. Be sure to document, document, document. You may end up with an Attorney General's complaint.

As a side note, it would seem that the service guy was a bit out of line to say that you'd get a new refrigerator. I don't think they have the authorization to make that call. They might be able to recommend back to the warrany company and/or to GE, but I'd be shocked if they have the final say.
Posted by GE Appliances on 2010-01-27:
This is Megan from GE. Sorry to hear you've had such a bad experience. Please email me at consindsocialmedia@ge.com with your email address, phone number, userID, model # and case #,and I will look into this for you.
Posted by PepperElf on 2010-01-27:
ah a new company rep

might want to have your account flagged as an official rep account. your posts will be in bold so people know you're a real rep etc =)
Posted by Slimjim on 2010-01-27:
Pepper, It's pretty safe based on the comment's info, Megan is a real rep.
Princess Di, save your time with the BBB. GE makes everything from light bulbs to airplane engines. Spitting into the ocean would garner more affect than a BBB complaint is going to against General Electric.
I would keep working with them and contact Megan above. I have a monogram that, although a great box, has finicky annoyances that tend to bring the frige side down on occasion. GE has always worked hard for me to keep me happy with it.
Posted by PepperElf on 2010-01-27:
oh i know. i looked up her email address.
i figured she's new but looks official. just welcoming her to the nut house and letting her know she can actually be turned into an "official rep". not entirely sure how they do it but i know that's what they did for searscares and michael from home depot

=)
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