General Electric Company Complaint - Unacceptable Customer Service
I had an appointment scheduled for both a GE washer and Dryer for Tuesday June 8. The technician did arrive within the scheduled appointment time. First, before even inspecting the units, the technician explained to me how GE management mistreated him and failed to trust him so he had to be extra careful to cover himself in case he was challenged on whether or not he actually made the service call. After a cursory inspection of both of the units, he proceeded to tell me that the dryer was cheap and that I should expect the noise it made. I found this response unacceptable and required to tech to keep looking. He then determined that the drum unit needed to be replaced – I am not sure if he made this diagnosis to shut me up or if he is correct because he did not have the dryer apart and simply made this call based on placing his hand flat against the rear of the dryer. Your tech then told me that he did not have the parts on his truck for either the washer or dryer and would have to order them When I pressed for more information he told me I was not in his area anyway and he was covering for someone else so it really was someone else’s problem. I immediately called the customer relations department and talked to a very knowledgeable and caring individual who was able to calm me down. She told me that she could see in the system that the tech had ordered the parts and had rescheduled the appointment – unfortunately he had scheduled the repairs for 2 separate days and no one had bothered to ask me if either day was convenient – they also have both repairs scheduled for a full day so I am unable to plan anything for either day and must plan on being off work to accommodate GE. Today, June 14th, I received an unexpected delivery from Fedex – it turns out to be the drum unit for the dryer. Since I had not been told that this would come to my house I was concerned that the service group would not keep their appointment as they would be looking for the parts. I again called customer relations and talked to an individual who made me believe that I was an inconvenience and wasting her time by calling in. She told me that parts were normally delivered to customers homes and did not understand my concerns. I then asked her to try to get both appointments scheduled for the same day and was informed that this had already happened – the appointments had been changed and no one bothered to notify me! The customer service representative claimed that GE had no way to contact me. I find this response also unacceptable.
The service team has failed in almost every aspect of their job – from presenting GE in a good light, showing support for the products GE sells, and failing to ensure that the customer is satisfied. At this point, I believe that I should become anti-GE and make every effort to tell friends, relatives, and casual acquaintances about my bad experiences and make every effort to convince them to purchase different brands when they have a choice.