General Electric Company Complaint - Washer fails to perform
I bought the G. E. toploader infusor model washer in Sept 09. It was marketed as an energy saver. After four months of watching my clothes go through cycles of wash, rinse, spin and come out twisted, wrinkled, covered with lint and detergent residue and looking worse after washing than before, my energy is depleted. After acquiring skin rashes from detergent and probably soil retention, I’m out of patience.
I was skeptical from the start when I saw the amount of water versus the size of the load that supposedly could be accommodated by this machine, but I continued to try all the manufactures “remedies” for “problems”. I tried different combinations of water level, soil level, etc. Nothing made any difference. On January 24, 2010, I called GE to ask for a refund or different machine. I had explained that there was nothing malfunctioning in the controls, but the machine was not accomplishing what it purported to do, i. e., CLEAN CLOTHES. I was told a repairman would have to determine manufacturer’s defect and then issue an authorization.
The repairman who came the following day, wasn’t interested in the fact that the machine doesn’t do what it’s supposed to do. He disinterestedly explained that as the repairman, as far as he could see, everything was working properly. He took the load of clothes I saved to illustrate my problems with the machine and “arranged” them around the drum, ,explaining as he went, the process, as if I hadn’t been doing exactly that for four months. . He was just running a demo, ignoring the crux of the matter. He opened the lid now and then pointing to an item of clothing that was floating around the surface of the water., to illustrate that the machine was indeed “cleaning” . I disagreed and said so. The water barely covered the clothes. Again, he wasn’t interested in the fact that no matter that the mechanics responded to commands, there were no good results coming from the actions. He did not wait for the load to finish. It took too much time. He simply advanced the program and declared his work finished.. He told me my complaints needed to go to customer service, not him. He wasn’t interested in seeing the results of his “experiment”. The clothes were still wrinkled and covered with residue and lint, when I took them out.
The repairman also said the “large” and “super” water level designations gave about the same amount of water, so it didn’t matter which you used. What??? Same thing for the fabric softener, either choice gives the same amt. So in other words, the “extras” on the dial are deceptive, giving the impression that there is an added advantage to this machine. Their true function, it seems, is to provide the repairman with something to point to as a remedy when you give him any particular complaint. One should not have to override or duplicate functions on a new machine, or extra rinse to get the basic results which the machine claims to get…. clean clothes. When I told the repairman there were many complaints similar to mine on line, some even worse with destroyed flooring from overfilling machines, he insisted shaking his head no, that he hasn’t heard of these things, indicating that I was wrong or lying. It was like talking to a robot. He was totally scripted from which he did not depart and his attitude was galling. Finally when I insisted that he must, as a company representative, show at least some concern that there are inherent problems with the performance of this machine, he told me this machine does not have a deep rinse, but just a spray rinse. That was his defense. He had no concern for the very real situation, that I was stuck with a farce of a machine that does not produce. His standard response was to refer me to customer service, which did nothing but use his evaluation (no malfunction) as their rationale for refusing a refund or replacement. . So much for results. But it wasn’t lost on me that in spite of his dismissive attitude, he was well aware of every problem I presented.. He had heard it before. . For every problem I had, he pointed out an option. Residue? Use HE liquid. I never used anything but HE liquid. So that was no cure.. Skin rash from residue? use second rinse. . No, I shouldn’t have to use a second rinse to offset a brand new, inefficient product. In the end, he claimed that he was being abused. If not so egregiously insulting, it would have been hilarious. Surely, a customer stuck with a ‘lemon” of a machine because the manufacturer refuses to acknowledge it’s defects, has a far more legitimate claim to abuse. I regret that I bought into the “energy saver” farce. I guess it all depends on what “energy” is. This washer uses more energy with all the extra steps, rinses, washes, etc. necessary just to get it to do what the agitator with a couple of dials did routinely. Then there is the “energy” used in the “aftercare” of the finished wash to remove lint, residue, etc from the clothes, and try to reduce the twisting and wrinkling. This interaction with G. E. has been infuriating. I would never again do business with or buy a product of any kind from G. E. A company that feels no ethical responsibility towards its customers, reflected in the dismissive attitude on the part of the G. E. repairman deserves to fail.