Inferior product/outrageously horrible customer service
Our GE PRofile Gas Range, which was not inexpensive, was purchased less than 3 years ago, along with dishwasher and microwave, during move into a new home. Two weeks ago, (9/14/09) the oven quits working; call GE re the service contract -- they can't locate one; claim it was filed under an old phone number we had; since our phone number had changed, they had no record of it. So schedule service, since I need my oven. Take the day off from work, since he's to be here between 8am and noon. At 12:10 pm, he shows up, after several calls to the scheduler - which turned out to be an automated voice saying "I was on the schedule between 8 and noon". He fixed the problem, said it was burned out ignition; I asked if that wasn't a little strange for a fairly new, expensive oven. He stated, "It happens." So $249 later, he's on his way. The next day in the mail, I get a postcard from GE inviting me to "extend my warranty that's about to expire", so I call and find out, sure enough, my contract is still good (until 9/28/09). When I tell the person on the phone this, and they owe me $249, he said, well I only handle renewals, will have to transfer you to Customer Service. That resulted in being on hold for 35 minutes with no answer. Called later that evening on my own, and finally got a real person, Todd, who sounded sympathetic, said they'd take care of the situation, and reimburse my money. Assigned a "case number", and asked me to email a copy of the receipt to him, along with his name and the case number in the subject line of the email. I did this on 9/16. The individual told me he'd respond in two days, and I should have my money back in 2 weeks. My email server did not recognize the email address I had been given when I tried to send this information. Called back - 45 minutes later, get another person who told me I had the wrong email address, gave me another one. I resent it, along with a return receipt requested. Have never seen the return receipt. Called back on 9/21/09, held forever, got another individual, Tyree; he "checked", then said that the email had been assigned to the first individual - Todd - who was "out of the Office", and no one could access his emails to get my case, even though I had the case number right in front of me. He told me he'd personally check on it and get back to me. I asked for his direct extension, which he did give me. So, having heard nothing by today, 9/25, I called the direct extension of this individual, and got a recording, saying he was out of the office for at least "the next three days, please leave your name, case number and phone number." Sent two more emails, no response. So am trying again with customer service, after this direct extension didn't work. Was on hold for 40 minutes this morning, before I had to leave for a meeting, and have now been on hold for right at 57 minutes (have it on speaker while I'm doing other work). Sent a separate email to GE Headquarters this past Monday, got a call back (late at night on voice mail), that they were sorry about my situation, but I should call customer service for this type of issue. NEVER AGAIN will we buy these products; just to not have to deal with a customer service that won't even indicate how long your wait might be. AMAZING!! GE brings nothing good to light.