Cook's Glass & Mirror Company Inc.

Thank you for the opportunity to review this consumer's situation. I have spoken with Mr. [redacted] and apologized for the trouble he's had with his GE range. He informed me that the unit has been fixed and is not in need for any repairs at this time. I have cancelled his service visit and offered...

to have the parts picked up and returned back to General Electric. I told Mr. [redacted] to contact me if he has any further questions or concerns related to this appliance.  I can be reached at [redacted] anytime from 8-2pm EST. Sincerely, [redacted]Program Manager

Thank you for the opportunity to review this consumer's situation. I have tried reaching out to Mr. [redacted] 3 different times today but the phone ends up just going to a fast busy signal. If you have an alternate phone number of where he can be reached, please let me know. Sincerely, [redacted]...

[redacted]Program Manager

Thank-you for the opportunity to review this consumer’s situation.  Mr. [redacted] continued to work with GE Consumer Relations.  Confirmation of the necessary repair was received on 10/14/16.  Please contact me if there are any other questions or if I may be of further...

assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of...

the offer I reviewed appear below.
GE's response to Revdex.com claim:  "We have agreed to exchange this consumer's refrigerator"
I did not file a complaint to get a replacement refrigerator since GE is obligated to replace the defective unit which was sold to me for approximately $2100. 
If GE read the complaint, they would understand the complaint was regarding their lack of customer attention, unnecessary delays, and unacceptable service provided.  Why did it take GE nearly 8 weeks from the day the defective unit was reported to the day replacement was delivered? Why did GE's advocate offer me a "comparable" refrigerator that would not fit in my home? Why did GE's advocate advise me that my unit was out of stock when another advocate advised me there were 71 in stock (which caused yet another 5-10 business day delay in providing my family with a refrigerator).  Why did I have to beg GE advocates for what I paid for? Why does GE think it's ok to have a valued consumer live without a properly working refrigerator for 53 days?  Also, why haven't I received a call from GE Appliances advocate following up on whether or not I received the new unit (as promised to me by GE advocate) and if I it arrived undamaged (which it arrived finally; and there is damage). 
I filed this complaint in hopes that GE would audit and investigate how their advocate program works or in this case did not work.  As per my original complaint, I am expecting GE to apologize for the poor service provided, as well as an apology for how they handled this situation.  Now, I expect an apology for their lame and embarrassing response to this complaint. 
It is obvious, based on GE's response to this complaint, GE does not take it's consumers complaints seriously and it further validates my initial complaint regarding poor attention and customer service.
Thank you for helping resolve this issue.
Regards,
[redacted]

Thank you for the opportunity to review this consumer's situation.
I have spoken with Mrs. [redacted] and apologized for the trouble she's had with her GE microwave.
Although the appliance is out of warranty, I've agreed to waive the cost of the parts and labor where she would be responsible for the...

home call charge only. ($99.95 + tax)
She has accepted this as a fair resolution to her complaint.  Her service appointment is currently scheduled for 7/2 between 1-5pm.
Please contact me if you have any further questions or concerns.
Sincerely,
[redacted]Program Manager

1/13/15
Thank you for the opportunity to review this consumer's case.  Please be advised that we have been in touch with Mr. [redacted] to discuss the concern.
We have agreed to refund the purchase price of the dishwasher, pending we receive a copy of the sales receipt and actual model and...

serial number sticker / tag into this office.
Regards,
[redacted]

Thank you for the opportunity to review this consumer’s situation. I spoke with Ms. [redacted] regarding the issue with her GE refrigerator. Please be advised that the unit is over six years old and out of warranty. GE has advised Ms. [redacted] that the warranty for an out of warranty repair is 30 days...

for home/trip diagnosis and labor and five years on parts that she paid for. GE has agreed as a one-time gesture of goodwill to waive the home/trip diagnosis fee since it has been just four months since the repair. Ms. [redacted] accepted the offer and service is scheduled for today March 31, [redacted].
 
Please contact me if there are any other questions or if I may be of further assistance.
 
Sincerely,
[redacted]

To date, the consumer has not responded to my voice mail.

Reopen request from consumer:
I bought the GE refrigerator model: GFE29HSDISS, serial: SD5174211, when I bought my new home in McKinney in November 2014. On December 2014 the refrigerator stop working. Customer care took from December 19th (complaint date) until end of January to fix. I did a complain here in Revdex.com and after the technician came, it was closed (#10352295). Now the refrigerator is freezing my food. After 3 months, I got that only first month working properly. I have attempted to substitute this refrigerator, with no success. I'm now sick and tired of calling with no solution. Customer care seems that doesn't care at all about their customers. If this complaint doesn't work, I will follow my attorney advise and sue GE for all food, time and money spent. Please help. Thanks / [redacted]
Seeks refrigerator replacement - 2/19/15%

Thank you for the opportunity to review this consumer’s situation.
 
Please be advised that the unit is over eight years old and out of warranty. A GE Factory Service technician was out on May 23, 2015 and ordered parts and returned on May 30, 2015 and completed the repair.
 
Please...

contact me if there are any other questions or if I may be of further assistance.

[redacted]
 
Thank you for the opportunity to review this concern.  We are sorry for any issue with this refrigerator.  We certainly appreciate the point of view of Mr. [redacted], however, we are not in agreement with further concessions in this matter.   We will document...

his concerns here and we hope there are no future issues with this refrigerator.   The suggestion about additional information in the user manual will be shared with our Product management team.
Regards,
[redacted]

Thank you for the opportunity to review this consumer’s situation.  Please be advised that Ms. [redacted]’s refrigerator is over three years old and out of warranty. As a gesture of goodwill GE has serviced the unit over the last three years at no charge. At this time GE has offered her a...

significant discount into a new comparable model in which she has declined. Please contact me if there are any other questions or if I may be of further assistance. Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by...

the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 [redacted] The individual who responded to my complaint had no compassion and was quite abrupt with his decision and conversation with me. I was told to turn the oven on, and after it was heated to the desired temperature; I needed to wait for 20 minutes before placing any baked item in the oven. When I asked where it indicated this in the manual, I was told it was not in the manual. He 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 case. This oven definitely has issues and I refuse to wait 20 minutes before baking anything. I love to cook and I believe that the oven section of the range is deemed a "Lemon!"

Thank-you for the opportunity to review this consumer’s situation. I spoke with the consumer on 2/5/16.  I advised that we needed to have our GE Factory Service Technician inspect her dishwasher.  She agreed and on 2/10/16 the technician deemed the unit un-repairable.  On 2/11/16 I...

offered the consumer a comparable GE Profile Dishwasher at no charge to her in exchange for her defective unit.  The consumer accepted.  She is also working with our Electric Insurance to resolve any expenses pertaining to the malfunction of this dishwasher.  The consumer's new dishwasher should be delivered the week of February the 15th.  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.  Please be advised that Mr. [redacted]’s washer is over three years old and out of warranty. As a gesture of goodwill GE has offered him a discount into a comparable model or a discount on a repair. At this time he has not...

accepted either offer. The offers will be open until September 26, 2016 Please contact me if there are any other questions or if I may be of further assistance. Sincerely,[redacted]

Thank-you for the opportunity to review this consumer’s situation. GE had waived the normal home call charge to inspect the unit in question.  Parts have been ordered and a return service call is scheduled for 10/27.   Please contact me if there are any other questions or if I may be of further assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was unable to answer the phone when you attempted to contact me.  I saw the call however it would have helped if you left me a voicemail with your contact information,allowing me the opportunity to return your call.  The best way to reach me is ([redacted]Regards,
[redacted]

Thank-you for the opportunity to review this consumer’s situation.
 
GE is in the process of servicng Mr. [redacted]'s refrigerator on Friday 7/ 24.  The part/kit to correct Mr. [redacted]'s cooling issue arrived today at Mr. [redacted]'s residence. 
 
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.  GE has offered to exchange his 15 year old unit at a 42% prorated discount and reimburse the cost of the last service call in the amount of $204.40.  The overall prorated charge for a new unit with a $3,170 MSRP will be...

$$1,332.81.  This is our offer.  We've been waiting the consumer's decision.    Please contact me if there are any other questions or if I may be of further assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]