Quality of Customer Service
LOUISVILLE, KENTUCKY -- I purchased a new GE Profile Bottom Freezer Refrigerator($2300), delivered 11/08. New kitchen remodel, refrigerator put into use 12/22/08. Ice maker putting out minimal crushed ice, no cubes, bin not able to be removed. Called GE for service 1/2/09, set up appointment for 1/5/09 & given open window of 8 am - 5 pm for service tech to arrive. Tried to call twice to narrow down morning or afternoon time frame for arrival. Automated service does not allow consumer to speak w/another human. Extremely frustrating. Tech arrives 4 pm & can not repair due to ice maker frozen up. It is agreed upon to unplug refrigerator & allow icemaker to thaw out overnight. A new icemaker is being ordered & shipped overnight, yet the service tech informs me that I am now pushed to the back of the line to have this icemaker installed, next open service call date is 1 week from date of today's call. I feel that due to the uncompleted service call, the original service request date should revert back to 1/2/09 on which date I first requested repair service. This service tech had zero decision power ability, was not allowed to give me a telephone number to speak w/a supervisor, and proceeds to hand me a business card with "I hope you will rate GE Service as a 10" & listing the telephone number which is totally automated.
I informed the service tech that I had missed a days work, due to no better time frame than 8 am - 5 pm. I informed the service tech that this scenario was totally unacceptable, and that he was not leaving my home until I spoke w/a supervisor. He stated that the automated "800" telephone number was the same number that service techs had to use} to call in. It was a ridiculous statement to make to a customer. The service tech did dial someone @ GE on his cell phone, handed the telephone to me & I spoke w/a woman who informed me that she did not care that I spent $2300 on a new GE Profile Refrigerator, and that it is GE policy to put the original service call to the back of the line when parts are ordered. This GE policy of "customer service" is totally unacceptable! There were 4 GE appliances purchased for my new kitchen, my sister just purchased a GE washing machine in Virginia Beach. My mother owns a rental property in Louisville, KY and her residence is in South Carolina. She was purchasing a new set of washers/dryers for these two homes until our families experience with GE customer service.
We also informed the store where our purchases were made about the unsatisfactory customer service GE provides. In these tough economic times, it seems that GE would do better than unacceptable with its service to current and future customers. Maybe GE is vying for government bailout money & simply does not care.