General Electric Company Complaint - GE "A NAME YOU CAN'T TRUST"
PHOENIX - BUT GE CORP. OFFICE IN FAIRFIELD, CONNECTICUT -- I have read many of the reviews/complaints about GE on this website. For the couple of sympathetic ex-GE-employee writers who had to suffer working in one of GE's call centers, I respectfully request you look to GENERAL ELECTRIC rather than its customers to express your dissatisfaction. I say this for the following reasons:
1. Most customers of GE have come to know GE products as superior and reliable from their experience dating many years back, some of them 40 to 50 years back even. What they don't know is GE is not the company we once knew, in any regard, product or service.
2. In addressing an article posted here by one ex-GE employee, where he/she implies that customers shouldn't expect better products from GE because of the limited one-year warranty on many of their products and thus shouldn't be so irritated when they call in, I must say this: There are many reasons Customers can be irritated by the time they reach a GE call center employee, and some are discussed below. But, to begin with, customers have a right to believe in representations made by the company when it sells its products to the public. And it (GE) does NOT advertise: "Buy our products, they're not too well made but at least they will last you up to one year." Because if it did advertise its products this way, it would never sell one item. Bottom line: The warranty that comes with a product has very little to do with what a consumer expects in terms of a product's overall quality. It is just a form of insurance that comes with a product that helps, albeit minimally, limit one's financial exposure if something fails within the first year. By and large, customers just don't like being deceived or duped by misleading advertising about the quality of their products and then made to suffer further as a result of GE's abysmal excuse for customer service.
3. Further, one needs to understand that a customer is going to be made infuriated way before they even reach a GE "customer service" call center employee by virtue of the litany of prompt system commands they have to suffer and robotic machinations one must endure to reach an actual person, all of which takes an inordinately long time to accomplish and is maddening at best, only to find out that the person they've FINALLY reached is only one step above the automated prompt system they first encountered, has many more questions to ask the customers and then cannot offer anything more than "we can schedule you an appt. for someone to come out and answer your question(s)for $75," no matter how mundane or non-technical the question might be. This is NOT a criticism of GE call center employees--they are simply doing what GE tells them to do, the effect of which is to offer the least amount of true "customer service," as possible.
4. It is GE's CHOICE to hire call center individuals (including supervisors) with very limited to no knowledge of GE products, giving them no discretion to assist consumers with even the most basic of needs, and no place for the call center to send people (other than other centers which supposedly offer other forms of customer care support, but which do not) if they have something more complex to discuss, all the while with GE advertising their products and services with such slogans as "GREAT PRODUCTS BACKED BY GREAT SERVICE," and "SERVICE IS IN OUR DNA," and self-promoting rhetoric like "With more than a century of experience inventing cutting-edge products and services, GE - Appliances & Lighting strives to make life better, more convenient and more efficient for consumers..."
5. It is GE's CHOICE to make obtaining service or warranty or product information from GE an absolute nightmare, costing the consumer hours of time that leads them nowhere but into the abyss.
6. It is GE's CHOICE to make it its corporate policy to force customers to pay $75 service fee in order to obtain answers to questions that do NOT require a GE's in-home technician to answer.
7. It is GE's CHOICE to advertise their products in such a way as to misrepresent to the consumer that buying from GE affords them a superior product and superior customer service and care, when clearly it does not.
8. It is GE's CHOICE to thrive on a once-reliable corporate name, knowing full well that reliability no longer exists.
So, yes, we (the consumers) can get pretty irate and belligerent when, after 30 minutes to an hour (if not longer), we finally reach a person who we think might be able to help us, only to find out he/she can't, and we then are forced (as a result of GE's policy) to wait for a service tech to show up, for which we will pay $75, following which we may or may not get the item repaired because either he/she doesn't have the proper part to do so or the repair is so expensive that a new unit can be purchased cheaper---none of which information is available to you prior to paying the $75 service fee, even if you have something as rote as a broken door handle or a rusted-out oven liner, which shouldn't take a GE tech to "diagnose."
It horribly saddens me to say this, but GE could clearly care less about its customers once a sale is made. It is cliché to say this, but it can't be said clearer: Actions do speak louder than words. And, GE shows, by its actions, that the only thing it cares about is itself, which is an extremely narrow view of good business.
With a country and economy which is so highly serviced-based, is it any wonder that we, as a nation, are in the toilet? What service? How often do we really get good service these days from anyone in large corporate America? Does anyone care about service or the quality of the products they produce for that matter? Does anyone care about anything these days but a a fast buck--the short-term sale? I don't see it except maybe on the rare occasion. I say "customer service" is on the "endangered species list" at minimum. For those companies who really only care about short-term profit and what "new" customers they can attract with their sincere-sounding promises, I say let them make "disposable" products and advertise them that way. At least it's honest. It seems we're headed that direction anyway.