Cook's Glass & Mirror Company Inc.

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]

1/7/15
Thank you for the opportunity to review this consumer's case.  We are very sorry that the appliances are in need of service at this time.   Please be advised that our technician went to the home yesterday to assess the situation, identified one part for the dryer and one part...

for the washer that is needed.  The return service call will take place tomorrow with two technicians.  Part of the problem with the dryer was that their vent was clogged, creating the moisture buildup in the dryer cavity.  The [redacted]'s have since corrected this issue and the dryer is drying on the timed cycle at this time.  The washer is working as well, but creating a noisy situation at certain times during the cycle.  We fully believe these issues are correctable.
Thank you,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory. The dishwasher was picked up today and we were given the refund check. However, there needs to be some clarification to the business's response in order for other consumers to understand this situation.  The business stated that while the dishwasher was repairable, they agreed to refund our money. What was not stated by the business was that there were multiple issues with the dishwasher. 1. The drain hose was defective (which was the cause of the original leak)2. In the process of investigating the hose defect, a recall on the motor mounting clamps was noted. Upon further investigation, ours was determined to be defective and also had to be replaced.3. After waiting about 6 weeks for the original hose repair to be completed, it was discovered that the pump was also defective, requiring another minimum 2 week period for it to be replaced. 4. At the same time the pump was determined to be defective, the technician informed us that the problem could also be the water sensor, which there was a recall on. We requested the sensor and pump both be repaired since we would have to wait another two weeks for the pump and were informed that GE would not replace the sensor unless we called in a complaint of specific problems which would indicate a bad sensor. In order for that to happen we had to wait 2 weeks for the new pump to be installed, then we would have to call back to GE and report another problem. It would be an additional week for another tech to come check out the sensor, then an additional 2 weeks to get the part mailed and get the tech back to install the new sensor.  All told, it would have been an additional 4 weeks to get the dishwasher repaired, for a total of 10 weeks from the report of a problem. (Add to this the 3 weeks it took to get cabinetry, drywall, baseboards removed, mold damage cleaned up, and then install new cabinets, drywall, and baseboards.) During this time, the handicapped individual living there had no hot water in the kitchen and was not able to use the garbage disposal. She was washing dishes in cold water, which was very bad for the degenerative arthritis in her hands.  While we appreciate GE refunding our money and picking up the defective dishwasher, other consumers should be aware that they will not be informed of recalls and depending on the repair company assigned by GE, it could take months to get a simple repair fixed. Consumers beware!
Regards,
[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.
From the response of GE officer, it is obvious that GE concealed important details about this complaints.  The refrigerator has experienced defect in year one, instead of fixing the problem, GE decided to put on a temp fix and agreed to do the same fix if the temp fix did not work.  It is not like what GE officer said, I asked him to repair the 5 year old refrigerator and never paid anything for the past 4 repairs.  People can understand GE would not pay for 4 repairs without charge to me unless for special reason.  Because the refrigerator has defect, never got fixed by GE, so GE covered the temp fix cost.   I would like Revdex.com help.  I bought a defect refrigerator, manufacturer has responsibility to fix/replace the defect.  GE should treat this complaint as a defect product but not properly handled under warranty period, which is positive and responsible way to handle product quality.  Now GE treats this complaint as GE did not want to repair a 5-year old product. 
Regards,
[redacted]

[redacted]
[redacted]...

[redacted]
[redacted]
[redacted]
[redacted]I responded to this complaint after the repairman came yesterday and wasunable to make the necessary repairs to our dishwasher.  It's been out since1/30.  I talked with [redacted] at GE this morning and he is sending a newdishwasher.  Hopefully that one will work properly and not flood ourkitchen.  Please note that GE resolved this issue.Thanks,[redacted]

Thank-you for the opportunity to review this consumer’s situation. GE is not agreeable to providing no charge service on the refrigerator
in question. 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.
The two attached photos show what appears to be a melting oven part sandwiched between the two glass panels of the oven door.  This problem surfaced barely one month after purchasing the new oven costing us over $2000.  We’ve used similar ovens over the last 35 years, and never saw a defect such as this.  The GE technician just looked at the problem and didn’t even open the oven door to diagnose the issue.  It baffles us why a supposedly reliable company such as GE would refuse to do the right thing and either repair or replace either the oven door or the oven itself.Thank you for your king assistance in resolving this problem.
Regards,
[redacted]

Thank you for the opportunity to review this consumer’s situation. I spoke with [redacted] this morning 9/19/16.  We discussed his service experience and I apologized for the inconvenience and frustration he experienced.  We will share his concerns with our service...

department.  He thanked me for allowing him to voice his concerns and for addressing the issues.   Please contact me if there are any other questions or if I may be of further assistance.   [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 [business can make any claims to support their statement. This should be mentioned somewhere not in support of complain. This is quality issue and I cannot accept this response  for such an expensive item. GE is not thinking before responding. Unacceptable ]
Regards,
[redacted]

Thank you for the opportunity to re-review this consumer’s situation.  Ms. [redacted] was originally given a week to make her decision however, she declined the offer multiple times. She also would not take down the replacement model information nor contact information. Should she wish to accept the offer it will be open until close of business July 26, 2016. The replacement model would be [redacted] for a cost to her of $537.79. If she chooses to accept the offer she is welcome to give me a return call at [redacted] between 8:00-5:00 EST to process. We will process the order with a MasterCard or Visa. Please contact me if there are any other questions or if I may be of further assistance. Sincerely,[redacted]

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.
Regards,
[redacted]
 
 
 I am sorry, but I have not received a call from the company. If they are phoning me, then they should identify themselves when they call, I received so many phone call from number that I don't know so I leave my answer machine on. The company should at least say something when the machine comes on so that I can know who is calling. Thank you

GE Consumer Relations has agreed to reverse the contested charges.

Thank-you for the opportunity to review this consumer’s situation.  GE has offered to reimburse $950.00 and pick-up the unit in question.  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 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.
Regards,
[redacted]

Thank-you for the opportunity to review this consumer’s situation. GE has offered to perform the repair in question on a discounted basis.  GE declined to waive all charges for the repair.            Please contact me if there are any other questions or if I may...

be of further assistance.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that I was contacted too late and have since replaced my range with a Maytag product and will not purchase a GE appliance again! 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.
Regards,
[redacted]
 
 
 
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The consumer has not returned my voice mail.

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

in reference to complaint ID [redacted] 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.
Regards,
[redacted]

Thank-you for the opportunity to review this consumer’s situation. GE will need to assess a possible failure in the future if and when it might occur. Please contact me if there are any other questions or if I may be of further assistance.