GRAPEVINE, TEXAS -- Worst customer service experience ever. Period. One star is better than they deserve. My wife arranged for a GE service technician to repair our washing machine, which was not draining. The day of the service I received a text message telling me the technician was "on the way", and showed his location to be about 30 minutes away. He showed up an hour-and-a-half later, unaware that he was late and without any phone call or other communication on the matter.
Twice during the service call, the technician asked me for items he needed - first, a bucket so he could drain the washing machine, and then a pair of needle-nosed pliers to clear a piece of clothing from the filter chamber. I was giving some form of assistance during the entire process, which took about 20 minutes.
I was then presented a bill for $233; $99.95 for showing up (late) and $115 for clearing the filter. I told the tech I thought that those charges were excessive, especially so under the circumstances. He gave me a business card with an 800 number, but that number was only for setting up service calls.
When the bill came in the mail, I called the 800 number supposedly for "billing disputes", but the automated menu offered no option for billing disputes without an existing case number, so I selected that option. After being on hold for a while I selected the call-back option, and a customer service representative did call back. From the beginning she said she was a "top-level" representative. This turned out to not be true. She said later that she was not authorized to adjust the charges, which was contradicted by her supervisor when I spoke to her.
What I was told by both the "top-level" representative and her supervisor was that the work was done and the charges would not be adjusted. By way of response to my complaints, they said the only thing they would do is pass my complaints along to the service department and that there would be no adjustment to the fees.
So, in a nutshell, GE Appliance Service, by their own admission, departs from industry service standards by NOT crediting the service call fee $99.95) against repair charges. They also feel it is appropriate to charge $115 for 20 minutes worth of work. GE Customer Service does not care how poorly their technicians perform in terms of coming in a timely manner, or actually prepared to do the work necessary. They don't care that their customers are put at an inconvenience and asked to provide tools to the technician. None of this matters to them.
Not that it will make any difference to a huge company like GE, but I will make it a point to warn anyone who will listen to avoid using GE Services, and instead look for someone who actually cares about the customer experience and is willing to do more than pay lip service when a customer is dissatisfied.
TENNESSEE -- Purchased new home, no prior occupants, in November, 2010. GE profile appliances were installed when we purchased. I purchased the dryer the same week we moved in which was Thanksgiving, 2012. The refrigerator computer board went out. Has to replace. Two visits from repairman and we ended up replacing the board ourselves.
Microwave Oven combination: Microwave would not shut off. Called qualified GE repairman. Replaced computer board. That was not the problem. The microwave door latch was defective. After 5 years, GE decide to not make a replacement part for a door latch so the entire unit had to be replaced. GE gave a replacement cost which was lower than Lowe's, Home Depot, etc. I booked a replacement and handed over more than $1,000. That was over a month ago. I still do not have a replacement oven installed. It's one issue after another with GE and with GE's delivery and installation company.
Clothes dryer. The timer switch broke. Most of the information I had showed many, many timer switches have broken. Watched a YouTube video on how to replace the switch. Was told to "shop around" for a replacement part as GE will try to charge quadruple the going price. I found this to be completely true. Fixed dryer ourselves.
Congress needs to look into these appliance companies. I believe they are scamming consumers. They force you to buy a new unit by not making replacement parts, deliver the new unit, take your old unit and fix it and then sell it as refurbished. Well, how did they get the replacement parts? I spent all day on the phone and internet searching for a microwave door latch all across the US and internationally and no one has the part. The internet is full of the same complaints.
MS., TEXAS -- Control board malfunctioned after a year. GE sold me a new one at a discounted price, after I paid for the problem diagnosis. I said that the problem was with their product, not me; so I should not have to pay to replace the defective, malfunctioning part. I would however pay for the diagnosis and installation. They refused. I recommend that you buy from another manufacturer/company due to GE's lack of assuming responsibility. NO, I should not have to buy a extended warranty for their lack of quality or even an infrequent fluke in material quality and durability.
NEW YORK -- I bought a new refrigerator 4/10/16. Last month it began stopping halfway through the wash cycle and being out of balance. I always made sure it was balanced to begin with. Had a repair man come. He didn't have "the part". Another week, he put in "the part", now it's still broken. Even worse now. It won't even start. I called GE customer service. They offered to provide me a new washer at a reduced rate (more expensive than the previous washer, smaller sized). I'm hoping to wake up soon. This isn't funny.
Had the timer mechanism fail on my 8 month old electric dryer and am now at 3 weeks and a 3rd scheduled service appointment with no repair in sight. I called on a Monday to request warranty repair and was given an appointment for that Thursday. No one showed up so I called the repair company and they told me they did not have a work order. Called GE and they told me the repair company had rejected the appointment and they had no other service firms in my area. Transferred me to Consumer Relations and they scheduled someone to come out from 100 miles away.
Tech showed up and asked, "Where are the parts?" He took 5 minutes to look at the dryer then got on the phone with GE who told him what parts to order. 10 days later still no call from GE or the service company. I called and they told me the parts were in and that the tech would be by today. At 5 pm I called the company and they told me GE had called them and cancelled the appointment because they were not going to pay for a company to make a 100 mile service call!
I called Lowe's where I purchased the unit and they called GE to try to get a Return Authorization so they could replace the dryer. GE refused and instead scheduled an appointment with another service company without my knowledge. This means waiting another five days for someone to show up, order the parts and then another 10 days to get parts and maybe get a repair.
I called GE Consumer Affairs and asked why they cancelled the appointment when their selected vendor had the parts and I was only a couple of hours from having my dryer repaired. Their records showed the appointment cancelled but no name and only the explanation that the repair was "not cost effective".
I told them I wanted them to issue Lowe's a Return Authorization so I could replace the dryer but they refused and said a simple repair would correct the problem. I told them that nothing was simple about the way they did business and so far I was on my third appointment and still four days away from having someone come by just to look at the dryer and order parts. I have now been without a dryer for three weeks and there is only one laundromat in this town and often every machine is in use.
GE offered to explanation for the service cancellation other than to say "we don't cancel appointments but I see here that we did cancel this one". Without anyone actually having looked at the machine, they are sending the parts to me for the tech to install when/if he finally shows up. The first tech did not even open the machine top to see if the timer was really the problem so they are sending these parts out on the chance they will fix things.
The worst part is that GE service and consumer affairs is in Memphis where they select one of the lowest wage places in the country. Four out of five reps that you get on the phone cannot be understood and you have to keep calling until you connect with someone who speaks recognizable English. We will never, I repeat, NEVER buy another appliance with a GE name. I sent a letter to Lowe's asking them why they sell appliances that cannot be serviced in the regional area, but they don't care either.
BATON ROUGE, LOUISIANA -- GE Large Capacity Top Loading Washing Machine hell - After 2 weeks of using a new GE washer, I noticed a few items had "holes" in them. I assumed the dog had chewed on the towel, as he has done in the past. WRONG! Within the first month, literally everything we owned and had washed developed the same pattern (hole in the body of the item being washed). I lost my new sheets, new towels, lingerie (washed on hand-wash cycle... what a joke!).
Long story short, it took almost 1 year of calling, 3 repairmen saying it was a design flaw, and a threat from my attorney to sue the company, before they entertained my situation. I had to send photos of everything with holes, provide itemized statements of the cost of my clothes, towels, etc. LOTS of work for a problem THEY created! After 2 more months of Washeteria use, which they did partially reimburse me for, they picked up the piece of junk, refunded the purchase price, and had to pay me $1500.00 for everything the washer ruined.
Now 2 years later, things still develop visible holes, as they had been damaged and just didn't rip all the way through. Wish I had known the hidden damage, because it should have been more like $3,000 in damaged items! They rushed to cut the check when the attorney got involved!
BUY a SPEED QUEEN WASHER. NO REGRETS, no issues in 2 years, and when I mention it to repairmen, they have never been called to work on them! Solid, no frills, no problems, get a Speed Queen! Google it and find the little, local independent retailer in your area. I can't wait for this Kenmore dryer to die, so I can get the matching Speed Queen dryer! And, it a full load of clothes takes only 30 minutes, not 90, like the GE piece of junk! Get a Speed Queen if you can!
BARTONVILLE, ILLINOIS -- The interior light went out in the microwave. I contacted GE to inquire about the warranty seeing as the microwave was purchased in June/July. After providing a model/serial number I was told the unit was built in 2016 and the warranty was no longer in effect. I purchased the microwave in 2017. Upon inspection, the fan motor connection had melted/fused to the metal tab attached to the motor relay. I was told to get the microwave out of my house due to it being a fire hazard. I thought General Electric was a trusted/reliable brand. Glad I wasted all my money purchasing a General Electric microwave, I will never purchase any GE product!
BOYNTON BEACH, FLORIDA -- I purchased all GE Monogram appliances for my kitchen redo. I have had nothing but problems from the start. First, my refrigerator has had numerous service calls at $99 a call. Next, my induction cooktop is super sensitive to touch and is constantly freezing up! Most recently, I had a service call on my wall ovens. At first the problem was that it took 30 minutes for the oven to reach 350 degrees! Ridiculous! So, I contacted GE service who came out for another $99. The tech told me these ovens take a very long time to get to temperature! Never told me that when purchased! However, not the biggest issue!
Two weeks later I come home to my ovens "beeping" continually and control panel locked! So, I contacted GE again... could not come out for 4 days, so without ovens. Same tech, Dan, showed up and spent a total of 5 minutes diagnosing issue. Tells me that my control panel is shot and will cost $1,400 to replace! Seriously! The ovens are just a few years old and this is a vacation home. I am hardly here and when I am, never cook.
So, I have been back and forth with customer service and still no resolution. It is my belief that the technician somehow fried my control panel when adjusting the temp settings. GE is not helping me out at all. Very frustrated and would never buy or recommend GE again.
Purchased a microwave that had a defective control panel in April. Called warranty service to have repaired. GE declined to repair and insisted on sending rebate check to buy a new GE product. I removed the serial number per their instructions and sent it to a facility in South Dakota with a copy of the purchase receipt. After waiting a month for the check I purchased a small 2nd hand unit. Called GE on June 14th to complain.
They could not find the service application, and after 40 minutes on the phone (at my expense) they wanted to send me a rebate check good on another GE product but only after I sent them the receipt for the 2nd hand replacement microwave I purchased at a Habitat for Humanity Restore over 6 weeks ago. I do not have the receipt (saw no reason for keeping a receipt for a $20 replacement).
Eventually, I was offered the rebate check but I was so disgusted with GE that I decided I would never purchase a GE product again since they refused to refund my purchase price under any circumstance. I assume they planned to deduct the cost of the 2nd hand unit from their rebate offer. SoGE profited from keeping my $184.89 since that's all they were interested in from the beginning. Obviously, GE is not interested in any measure of customer satisfaction. Their policy borders on legal theft, in my opinion. I will never purchase another GE product under any circumstance or for any reason since they refuse to stand behind their product or warranty honorably.
Let me preface this letter by first stating that my wife and I are extremely water conscious because we live in a extreme drought ravaged area and there have been no more than 35 loads of laundry run through this machine since the day it was installed. This is also the second one of these models we had installed. The first one was so poorly assembled that it actually tore itself apart during the first load that my wife attempted with it. We have 2 major issues with this washer and either one makes it a useless hunk of metal and plastic.
The first issue is with this machine's capacity or rather lack of same. When my wife uses the Super load option the weight of just 4 bath towels causes the tub to sink down and the pulley assembly which turns the tub is forced onto the floor of the unit causing it to rub and grind metal on metal. This is obviously a design flaw as I have read other peoples similar complaints about this model on the internet. This flawed design problem was confirmed by the repairman who stated that he has seen this same flaw on this model at other people's homes. This alone should because for a recall on this model washer, but there is more.
The second problem we are experiencing is that EVERY time we use the washer it leaks water onto our wood floors from the water inlet located "inside" the washer. Let me be very clear here and state that this leak is not coming from the water supply lines going into the washer. The leak is happening "inside" the washer's inlet. This design flaw as well as the first one mentioned above was shown to me personally by the repairman who looked at it today. The repairman also stated that the reason this was happening was because of "calcification" due to the hard water we have in our area. This again is a major design flaw in this machine.
We owned a Kenmore washer and dryer set for 20 years and we never had ANY hard water problems with the washer and in fact never had ANY problems with it whatsoever! When we moved we, sold our Kenmores and thought we would purchase a new modern and upgraded washer dryer set which would use less water and sadly we picked these units of yours.
We are now left with 2 options as to our laundry. We either continue to use this machine and let it leak onto, and further ruin our floor, and/or let it grind itself into oblivion or we take our laundry to a laundromat. Neither of these options is acceptable.
We are not expecting GE to replace our wood flooring, though that would be an honorable thing to do but, because these flaws are inherent in the build of this unit and will continue on into the future, we fully expect that you will either refund our investment in this washer and have it hauled away or at the very least that you replace it with a model that actually does the job it is advertised to do. Our faith in GE and its desire to build and support a good product is entirely in your hands and we hope to hear back from you on this matter in a timely manner.