Cook's Glass & Mirror Company Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI have also left messages and have not been able to get in touch.I understand that he wants model numbers, which I do not have while I am at workI'm sorry that GE cannot accomodate customer issues on a schedule that works for teh customerI have a job where I work business hours and we are extremely short staffedI dont have time to be on teh phone yet again arguing over the terrible service I have receivedEverything seems all set for nowI will just neevrer buy a GE product ever again and I will be sure to tell my friends and family the same thingRegards,
*** *** ***
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Thank-you for the opportunity to review this consumer’s situation
GE has advised Ms*** that the unit is over one year old and out of warrantyAs a one-time gesture of goodwill GE has agreed to cover the current repairs neededGE is scheduled to service the range and dishwasher on
4/25/15.
Please contact me if there are any other questions or if I may be of further assistance
Sincerely,
*** ***
%

Thank-you for the opportunity to review this consumer’s situation
GE is scheduled to service the unit in question on 4/11/
Please contact me if there are any other questions or if I may be of further assistance
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedRegards,
*** ***
As of now we are going to use the oven that was, once again, repaired We will try it for a week to see how it performs If it does not adequately perform *** *** from GE said they will replace it with a new oven We would need our own electrician to install it So I will let you know next Tuesday if issue was totally resolvedThank you for continued support!
*** ***
 

***
Thank you for the opportunity to review this case. Please be advised that we have reached out to Mr*** and reiterated our offer to discount the parts and labor charges by 25%, when the service call is dispatched only through GE Factory Service. This unit is
approaching six years of age and the warranty for the symptoms described carried a one year warranty.
We do appreciate his loyalty to GE in the past, and we feel that this unit is fair, in light of this unit's age, and no prior service documented
This offer remains open through 3/9/and Mr*** has my phone number should he wish to consider setting up the service visit. We hope to continue working with Mr***Regards,
*** *** ***
%

Service has been completed but the consumer wanted more time to test the unit out. Just waiting to hear back from her

Thank-you for the opportunity to review this consumer’s situation
GE Consumer Relations has confirmed that the unit in question has been repaired
Please contact me if there are any other questions or if I may be of further assistance

Thank you for the opportunity to review this consumer's situation.
The GE Factory Service technician went out on 4/and found no fault of the appliance.
Please contact me if you have any further questions or concerns.
Sincerely,
*** ***Program Manager

Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe repair referenced occurred on Wednesday The dryer completed to loads between Thursday and Friday Yesterday (Saturday) the malfunction began happening again As it has since December 30th, the dryer is again shutting off after two minutes of operation and cannot be powered on for a few minutes after that The dryer shut off times yesterday At this point the dryer must be replaced as we have been without a dryer for almost weeks and it is only months old Despite all GE's customer service "advocates" blatant fraudulent statements to the contrary, we do have implied consumer warranties under *** law that go beyond the shoddy GE repair-only express warranty, and after failures to repair, we demand an immediate replacement
Regards,
*** ***
 %

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
“...however, we are not in agreement with further concessions in this matter“
Of course notIf you were, we wouldn't be reading things like this at ***.com
“General Electric customer service is ranked #out of the companies that have a ***.com rating with an overall score of out of a possible based upon ratingsThis score rates General Electric customer service and customer support as Terrible.” *
But the score that really speaks to the issue is in the category of ISSUE RESOLUTIONHere we see that GE scored an impressive score of out of possible points
Indeed, given such abysmal scores, the bigger surprise would be had GE done the ethical thing and assumed some responsibility for their flawed product design
And so in response to this latest demonstration of customer abuse and dis-service, I see I really have no choice but to explore every option that might result in satisfactionContacting the Board of Directors:*** to ascertain their thoughts on the matterWho knows, *** *** ***, ***, and *** may get promotions for their demonstration of how not to satisfy a customer...or not
Concurrently with this, communications with the State Attorney General's office would surely be worthwhile as wellI wonder what their reaction would be on the article I included in my original complaint regarding Manufacturing Defect vsDesign Defect
Given that I am retired and on Disability, I can't think of a more rewarding way to spend my time than taking a stand against mediocrity and I really do believe this issue deserves my full attention
* ***Regards,
*** ***

1/12/Thank you for the opportunity to review this consumer's response
Since the unit is now fixed, we do not know if it will fail at some point in the future
We review cases and situations quite fairly and will take all previous service history into account if this situation reoccurs.
At that unknown point in the future, we will address it at that time
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not
resolve my complaint. For your reference, details of the offer I reviewed appear belowRegards,
*** ***
It's still work in progressI have not seen my credit and I'm waiting for the service person to come out again to see if the new parts( that have been delivered) are going to fix the issueStay tuned

Thank you for the opportunity to re-review this consumer's situation
I spoke with Ms*** to follow up after the GE service repairShe has advised GE that she wants to try the oven for a week to see if the issue is corrected completely or notGE has discussed further options with her if the wall oven is still not working properlyPlease feel free to contact me if there are any other questions or if I may be of further assistanceSincerely,
*** ***

Revdex.com:
I have reviewed the response
made by the business in reference to complaint ID ***, and have determined that I have to wait for the dishwasher to first be repaired before determining this a resolved issue. GE determined that there was a known issue with the dishwasher....meaning that the heater and harness has a known problem and GE is aware that they fail and break according to the tech they sent outThe tech (names ***) ordered parts to fix it and I am now awaiting the service appointment to replace the broken parts which GE knows that the parts failI'm not sure why GE just doesn't do a recall on the dishwashers if it is a known issue as I was told by GE tech and engineering guySo after they fix it, and after I run it a few times or a little while then I can determine if issue is resolved or notSo please don't close this claimThanks
Regards,
*** ***
UPDATE FROM CONSUMER:
As per our conversation of 3/19/2015, I would like to adhere to the initial complaint in regards to the dishwasher and this is a rejection to GE's responseGE attempted to put in a fix on the dishwasher on 3/10/This attempt did not fix the problem and the dishwasher is still not functioning properlyWe tried all different possible dishwasher cycles and configurations of items inside and the dishwasher still continues to produce below poor results and just plainly does not workThis appliance seems to be a LemonAt this time we are requesting for reimbursement of the amount stated in this claim so that we may purchase a working dishwasherThanks and Regards, *** ***
 

Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved Thank you Revdex.com for your help!
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** ***
I take issue with*** *** (not exactly sure if this is the correct spelling of his last name) response because at times he was rude and condescendingOne of the parts for the refrigerator I had to research the part number myself and he he reluctantly agreed to provide itInitially, he had offered a $reimbursement and the dairy compartment shelvingI informed him that there had been a conversation between the appliance store dealer and GE's ASM and I was informed by the dealer that the replacement unit would have the same features but would be slightly biggerThis turned out not to be the caseFurthermore, I was never given the option of a refund*** *** was adamant about same versus comparable replacement terminologyHe also stated that I needed to understand he was not going to "rebuild my refrigerator" and I responded that I as a consumer deserved to get what I paid forHe even told me that I could go to the store ad look out other models to see what I thought was a comparable replacement but this was not to say he was willing to provide another unitI went to my local *** *** and looked at the same model as the replacement unit that I currently have and discovered that two of the shelves was in the modelThe sale representative from *** *** told me they were standards features and was willing to give me a written statement to that effect*** refused to accept that this was the caseThe replacement model retails for $cheaper than the model I originally purchased which has subsequently been discontinuedHis response to that was he was not going to provide shelving and pay out a $and that it was one or the otherHe failed to accept that the unit I originally purchased had these shelves in addition to a full-width fresh food compartment with an adjustable temperature controlGE replaced my model with a cheaper unit that have less featuresHe acted like he was doing me a favor by providing these shelving even though they were part of the original unitIt appears he is using the $as a baseline for the purchase of the shelves that should have been part of the replacement unitHe was so rude in relating that he was not going to provide the shelving and a monetary reimbursement and initially any type of resolution was taken off the tableMy husband contacted him and had a more amicable conversation with him and he agreed to provide just the shelvingMy experience with GE from the repair to the replacement has been horrible and I am appalled at how they treat their customers%

We are reversing the service charges from this November. The consumer has not responded to my voice mail

Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below *** *** The individual who responded to my complaint had no compassion and was quite abrupt with his decision and conversation with meI was told to turn the oven on, and after it was heated to the desired temperature; I needed to wait for minutes before placing any baked item in the ovenWhen I asked where it indicated this in the manual, I was told it was not in the manualHe also said, "That is the way new ovens are." After visiting with others who have purchased new ranges within the last year, that is not the caseThis oven definitely has issues and I refuse to wait minutes before baking anythingI love to cook and I believe that the oven section of the range is deemed a "Lemon!"

The only way to resolve this is by having a conversation. I left the consumer a vm on 2/asking for her to supply the model and serial numbers for the units so at least I will have something to work with. I have not received a return call. I left her another one today with the same request

Thank you for the opportunity to review this consumer’s situationPlease be advised that GE has thoroughly reviewed Ms***’s concerns regarding her GE GeoSpring Hybrid Water HeaterGE has reviewed the location of the water heater within the home, the GE Factory Service technician’s service
diagnosis, and the recent increase in rates in this area by the local electric companyWith this review GE has determined that all of these factors are what has caused Ms***’s electric bill to be higher than normalGE does not agree to the requested reimbursement however, as a gesture of goodwill GE did agree to a $reimbursement and the check was issued to her on February 5,
Please contact me if there are any other questions or if I may be of further assistance