07442 -- My husband and I could not be less satisfied with the service we've received from General Electric over the past week. We are completely and utterly disgusted with the company. On 5/22, we called General Electric because our GE fridge was not cold enough, and food was actually starting to spoil. Our fridge was only about seven months old and still under warranty, so I felt sure we'd be able to get someone to our house to fix it by the next day. Unfortunately, we were told the next available appointment would be 5/26, the following Tuesday (since Monday was Memorial Day) which meant that we would be without a fridge for at least three and a half days.
I called GE again on Saturday morning, 5/23. I spoke to representatives and their supervisors, and was repeatedly told that there simply wasn't anyone working in our area until 5/26. At one point, I spoke to a representative who said she'd place us on a cancellation list so that we might be able to get a repairman over the weekend after all, if someone else cancelled an appointment. This turned out to be completely misleading, as this person's supervisor went on to inform me, a few minutes later, that there was no cancellation list (I'm not sure whether I was deliberately or unintentionally misled, but at this point neither would surprise me).
Desperate to have our fridge fixed, we called a local repairman who WAS working on Saturday. He told us that the defroster was broken, but he couldn't fix it that same day because he would need to order a new part. He advised us just to wait and have GE fix the fridge, and suggested calling GE right away so the repairman could bring the part on Tuesday when he came for our appointment. Of our limited options that seemed the best, so I called and spoke to yet another representative; she assured me she'd pass along the information, and told me that “90% of the time” the GE repairmen could fix a problem on the same day of the appointment.
On Tuesday, the repairman came WITHOUT the required parts. He diagnosed the problem (it was indeed the defroster) and informed us that the part we needed was on back order — which meant it would be at least a week before it even became available. To add insult to injury, the repairman then pushed the fridge back against the wall so hard that he broke the socket plate behind it. We discovered this the next day when we attempted to plug the fridge back into the wall (and took a few pictures for evidence).
So, to sum it all up, as of the evening of 5/27 — nearly six days after first calling GE, we are still without a working fridge, and I really have no idea when it will be fixed (the representative at GE could not even guarantee us an immediate appointment when the part does eventually come in). I am in the process of seeking reimbursement for the spoiled food, but GE has already refused to compensate us for the repairman we hired on Saturday (although I intend to pursue that further). I also called to see if the refrigerator parts could possibly be delivered sooner, but with no luck.
As of the time of this writing, I have not yet sought compensation for the broken socket plate (I discovered it after business hours on 5/27, so I was unable to contact the complaints department at GE that same day). Based on our experience over the past few days, I wouldn't be shocked if GE told us there's nothing they can do about that.
The most anyone at GE was able to offer us for our trouble was an extension on our refrigerator's warranty. I accepted it at the time, but it struck me later that having a warranty from GE doesn't amount to much, given the length of time we have had to wait to get our appliance fixed.
I do not feel that GE has treated us well; quite honestly, I can't remember a time when I've been more disappointed in a company. Our fridge is seven months old. It's ridiculous enough that it already needs repair — I don't understand why GE hasn't been proactive in fixing it for us.
GE may or may not be to blame for the broken defroster (that may have been damaged during delivery from Home Depot) but the service offered through GE has been remarkably poor. I don't know, at this point, that anything can be done to make up for the inconveniences GE has caused us, but I will state, unequivocally, that this is a company I will go out of my way not to do business with again.
MARLBOROUGH, NEW HAMPSHIRE -- My wife and I purchase a GE dishwasher less than a year ago. This last July it stopped working. My wife made a service call to the company. They had us call a service tech to come out and fix the machine. We were informed that this company is no longer in service. We called GE back to let them know, they gave us another company to call. We called left a message. 2 days went by no return call. We called again, an individual answered to tell us that they turned down the service call because they were too busy to come out. She went to say they called GE back immediately to tell them.
GE never called us to let us know the service call was turned down. We then called GE back again, to let them know that this company will not be able to help us. They gave us yet another company to come out and fix the machine. We called left a message with the receptionist. We were told that a tech would be in touch that day. No one called us that day. We called back again the next day. Spoke to Tech who came out that day, looked at the machine and told us it needed a part and he was going to order the part once he got back to the shop.
After two weeks of us constantly calling to find out where the part is and the tech telling us that GE has not been any help to him getting the part, or him wondering why it is taking so long for him to get a part; he suggested we call GE ourselves. My wife calls GE to find out why it is taking so long to get a part out to the tech. They tell her that they will be sending the part overnight to us. Now this is after my wife and I both tell them that this is ridiculous waiting this long for a part. This is now early August, we have filthy standing water in the machine.
The kitchen smells simply awful with all the hot weather we were having and us cancelling dinner dates with friends because it was embarrassing to have people come over with our kitchen smelling like it was. When the part arrives we call the tech. He comes out, installs the part, starts the machine, nothing happens. He checks all the connections, tries a few things, tries it again--nothing happens. It is decided they sent us a faulty part. He puts the old part in, it goes through a cycle, yet it will not restart. He tells us he will GE himself and ask a tech there if there was anything else he could've done. My wife also calls GE to tell them that the part was faulty.
At this point we are pretty much fed up with GE. After a long lengthy and somewhat heated discussion with their representative they gave us an extension of 6 months on our warranty. My wife went on to ask if this cannot be remedied she would like a refund of our money since we purchased a GE product and have a machine we simply cannot use. The response was a prompt, "we do not give refunds". My wife went on to ask what they are intending to do to rectify this problem and also she wanted to speak to someone above her. The response was "that can't be done, you will need to write a letter and wait for someone to respond".
Frustrated my wife went on to ask if this representative was at all willing to remedy this problem. The representative told her she would again overnight a part to us and also to our tech. This is now September we have been unable to use an appliance we purchased for almost 2 months and receiving no customer support through GE. My called a lawyer to get advice who suggested we call the store we bought the appliance at. We called the hardware store explained our problem. They got a hold of a manager who was very understanding, the manager told us that if this part does not work call him back and he will swap the machine out for a new one.
The part arrives, tech comes down, installs the part, machine goes through a cycle, then does not work. He also goes on to tell me that GE is trying to sell their appliance part of the business, yet no one has made a bid. This of course explains why they are not very helpful. I finally send an e-mail outlining my immense displeasure and overwhelming disappointment with how they handled this problem and how I can't believe how they do not stand behind their product. I receive a computer generated response. So no one in customer service even saw this complaint.
So I sent yet another e-mailing detailing my disbelief that my complaint was not important enough for them that they had a computer respond. I went to say that I wanted a personnel response by either e-mail or phone and that it must be by a manager. We got a phone call from a representative who basically was impersonal about the problem and it still is unresolved. My wife has in fact spoke with the same representative today whom has told us she would swap out our GE dishwasher with yet another GE dishwasher. My wife told her why would I want another GE dishwasher. She tried again to get our money back, and yet again we do not give refunds.
Needless to say we have decided that we will never buy another GE product again and I will make a point to investigate anything to see if GE is involved and avoid that item. I will also make it my objective to tell everyone how badly we were treated by GE.
CHARLOTTE, NORTH CAROLINA -- My oven had a bright light with sparks coming off element. Immediately I turned off the oven. The fire did not go out after turning the control to off. I had to pull oven out and unplug before it would go out. I am disappointed. Glad I was near the oven when this took place. This oven should have a recall. I saw so many reviews for the same issue.
NEW YORK -- DPSB620EC4CC - After 5 years and 8 service calls, the control board catches fire. We have replaced this board previously under GE Appliances service plan in 2008. In 2011, the same control board catches fire 5 weeks out of warranty. After sending pictures of the damage which clearly shows that the control board does not meet UL safety requirements and the fuse not blown, GE will not do anything but offer a replacement board at a discount or a $75 gift card. If you have this model PLEASE CONSIDER REPLACING BEFORE THIS CAUSES A FIRE IN YOUR HOME!!
I will never purchase another major appliance from GE. The pictures taken of this catastrophic burning of the control board is being sent to Underwriters Laboratory for their evaluation. GE does not take this seriously. There should be a recall of this model.
Maybe it's something in the water, but we have had to replace our water heater more times than we can remember, all while under warranty and all from Home Depot. The last time the replacement brand was out of stock so Home Depot gave us a General Electric unit with an eight year warranty. Lo and behold, it started leaking yesterday, after only three years of use.
My husband contacted GE, and after providing some basic information and doing some simple troubleshooting, it was determined that the unit would be replaced. No excuses, no weaseling, no mind games. Just an authorization for replacement. So, off to Home Depot he went with the old tank and back he came with a new one. The overall process was fairly smooth, with only a few glitches that were quickly resolved.
This is the way customer service should work. General Electric and Home Depot together turned what could have been an expensive and inconvenient ordeal into a painless process. Now if we could just figure out why we go through so many water heaters!
NAPLES, FLORIDA -- I purchased a brand new washing machine by General Electric, however my understanding is that all brands are doing the same thing so the spotlight is not entirely on GE. Top loading washer - nice large tub, however the tall agitator had dwarfed. To that, I figured a revision was warranted after some testing had concluded that a tall agitator did not help to get the clothes clean. Wrong!!! You can't test these machines out in the store - once it's home and it's hooked up - you are saying to yourself, "where is the water?" I put 3 bath towels in the machine - had intentions of doing a large load. The agitator barely moved, but that's not the worst.
When I opened the top lid - - there was only about 2 inches of water in this large tub. That's it - that's all you get. The tub is huge - so it allows you to believe that it's designed to accommodate a large load - but there is no water. The items were literally sticking up in the air - out of the water - as the lid says, "this is normal." How can anything get clean, if it can't get into the soapy water??? How can the load be submerged into the soapy water - if there isn't any??? What's more - there is nothing you can do to override this machine's decision NOT to give you any more water. I spoke with GE about this, they said that the EPA is in control of this. Something has to be done.
I've now brought my old washer back into the house which I had sent to the garage - I'm now treating it with kid gloves - will not give it away - I'll get it repaired until I can no longer do so. It fills up to the brim - washes clothing with the tall agitator - it's "golden" to me now. I had no idea that the new washing machines (top loading) had been so severely redesigned and not for the better in terms of washing and getting items clean.
It doesn't even truly save water - because people will end up doing more loads of laundry (several small loads) which can be immersed into the water - which causes more electricity for certain and eventually more water. Who wants to have to wash one king fitted sheet in one load, then wash the king flat sheet in yet another load - this could take all day, ridiculous. We're going back in time to where I'll be forced to wash the sheets in the bath-tub by hand.
FT LAUDERALE, FLORIDA -- It has been only two months since I have begun using my new GE Refrigerator Model PFCS1RKZA SS (Bottom Freezer Style) for which I paid approximately $2500. There is an annoying noise which can be heard from everywhere inside the house – the refrigerator emits the noise constantly and it seems to be coming from the motor-fan. I called GE to get it serviced through the warranty; however upon arrival the technician told me that "the noise is normal". I disagreed with because my son has the same model which does not make this noise. He confessed that he has never replaced that type of motor; that it was very complicated and it would take a lot of time and effort.
Then I asked him: ‘Do you mean I have to live with this noise?' – The technician promptly shrugged and left, which honestly upsets me. I later requested another service appointment to resolve the problem, but instead I got a phone call from the # 1.800.491.2737, a person that identified himself as a GE Engineer who “was trained by the same people who designed that refrigerator”. He told me that there was no problem with my refrigerator, and that if I wanted to get it serviced, he would have to bill me $79 for the second visit. So I asked him: ‘Why would I be billed $79 if you guys have not fixed the noise coming from my refrigerator and you say you will not fix it?'
He responded that he would then cancel the service appointment: So he did. Then I set another appointment through GE's website and was visited by another technician from the same repairing department. When he came into my house I noticed that he had a bit of an attitude problem: He was discourteous and aggressive. He only opened the refrigerator for what seemed like 2 seconds and told me that there was nothing wrong with it and then left without further instruction or explanation. In my opinion he didn't try to listen for the noise and was most likely already told that there was "no issue" so he did not look for one.
The same GE “engineer” called me later that day to inform that I was billed $79 dollar for the second servicing. I honestly rather they honor my warranty and fix the annoying buzzing sound that is coming from my refrigerator than I have to sit here and write these sort of reviews for the GE Appliance Service Department in Fort Lauderdale. However since they refuse to help me I find that this is the most effective way of warning other people about their quality of service. I recommend to anyone that would be serviced by this department to buy from a different brand.
Think twice before you purchase anything from GE. Please find below what we've experienced these past 2+ months and still, we haven't got it resolved yet. Our fridge started acting up since Dec 13, 2010 (not even 2 years after purchased date). Because it is still under the warranty, we called for service. First scheduled on Dec 17 - couldn't find the address; technician was given wrong address by GE rep. Dec 22 - changed motherboard, compressor not running, try to fix.. Still not working.
Between 12/22 to 12/29 - changed motherboard again, still not working. Dec 29 - installed inverter, no cool; still not working. Jan 4 - installed new diverter; waited for 24 hrs.. it finally starts cooling, and it was not working the next 24 hrs. Called and file complaint. Requested to wait for another 24 hrs. Finally, on Jan 7th, the fridge works as what it's supposed to be.
Jan 31 - fridge was not cooling. Feb 1 - called for service, request to send us new fridge; customer service insisted to fix the fridge again (RIDICULOUS!!!). Feb 3 - the earliest date tech. could come out to fix. Tech. didn't have part, ordered and reschedule to fix as soon as the part delivered.
Feb 4 - part was delivered in late afternoon. Feb 7 - called to schedule for service - the earliest date would be Wed 2/9. Feb 9 - received service, fridge back up and running.. for the next 10 days. Feb 19 - fridge was not cooling (I believe it started last night, all food was warm this morning and we had to throw them all away, again.
They have had many opportunities to fix the problem with my refrigerator, and at this point it seems that it is unfixable. Although they are paying for the repair bills for the refrigerator, this still costs me with my time (I've been put on hold while dealing with GE representative / left message and waited for them to call me back, etc.,), lost wages (every time we scheduled for service, we lose at least half day if not full day of work), food spoilage and the added cost of buying prepared foods to eat, not to mention the possibility of food-borne illnesses from improper refrigeration.
The refrigerator needs to be replaced. It is a lemon. Apparently, agent cannot authorize this transaction, however, I am sure that someone within the firm can. Unfortunately, every time I asked who they're reporting to, or if I could call someone else, the agent would never provide me with the info... Somehow, I really like their job.. They can screwed up, being rude, and do whatever they want, and we can't even report their behaviors to anyone!
We have reported this issues to Better Business Bureau and we will seek further legal remedies / bring this matter to small claims court in our area. Do yourself a favor.. DO NOT buy anything from GE. That's my3cents to you.
I agree about new GE crap. Not worth the risk unless you like having to replace it within a few years or less. Example: GE mini fluorescent under cabinet lighting bulb No. "GE F 21T5" in fixture "GE Order Code: UCF36/EBL", in which the bulb which is guaranteed on the packaging to last 9 years but only lasts 2-3 months. The fixture will no longer light a new bulb, only the bulb ends light slightly. GE's website "gelighting.com" does not recognize their own part number and will not allow email to be sent to them without a part number.
The 800-435-4448 customer assistance number put me on hold for 20 minutes then after explaining the problem and symptoms (with the bulb and fixture part numbers) to the customer service guy was told "Are you saying you can't buy a new bulb." I had just explained that I had two new bulbs in front of me and neither would light except for the ends. He said "GE still manufactures the bulbs". I repeated that I had two new bulbs in front of me and that neither light up. He said "You need another department, I only do light bulbs". He said "I will transfer you to the right department".
The person who answered at the next department (after I had explained the problem) said "You need a different department, we only do industrial and hazardous large commercial equipment and lighting". He then said "I might be able to find a number you can call". Home Depot where the fixture was purchased told me to call GE and that they will make it right, but don't bring it to us. That was when I was there to find a new bulb (which made two) to see if the previous one was bad.
To sum it up GE puts out inferior products from outsourced suppliers and will not act on their advertised guarantees. GE employees speak poor English, are unhelpful and in general don't know their '**' from a hole in the ground. I'm done with GE products (think China), so I won't tell the very lengthy story about my GE Profile range, it's a blood pressure thing. Buy American made, that means actually manufactured in the US.
I bought a GE glass top stove a year ago. I loved this thing. It did everything I could ever want from a stove. I hate electric stoves as a rule, but this glass top is the next best thing to a gas stove. Tonight, my family and I were watching a title fight on TV when we heard an explosion from the kitchen. It sounded like a bomb had gone off! Then we heard popping sounds, as if popcorn was popping. We went into the kitchen and saw that the outer glass door on the oven had exploded. There was glass all over the kitchen and the glass on the floor was jumping up and down and making popping noises for almost 20 minutes after the explosion.
The stove top had been used for 20 minutes, 3 hours prior to the explosion. The oven had not been used for approx. 3 months before the explosion. What can I say? I don't do a lot of baking. Both were at room temperature. In other words, as cold as a stove can get. We weren't present in the room when the explosion happened, fortunately. If anyone had been in the kitchen, they would have been seriously injured.
Still trying to get hold of GE to see what they are going to do or not do. Contacted the lemon law folks to see if they can help us. Our state has a lemon law for appliances, so that may help us some. Well. As everyone knows, GE has extremely limited telephone hours. I see where this kind of thing happens a lot with GE stoves. If I had known that, I would have never purchased a GE. Unfortunately, it sounds like GE is going to sing the "It has never happened to anyone else before" song with us, as they have with all of the other people I have read about. I'll keep you posted on how we do with GE fixing or not fixing the stove.