General Electric Company Complaint - Customer Service
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 to 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 hw 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 kitche 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 the 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 iof GE is involved and avoid that item. I will also make it my objective to tell everyone how badly we were treated by GE.