Cook's Glass & Mirror Company Inc.

Thank you for the opportunity to review this consumer’s situation. GE sent a technician out on 5/5/16 without charging a trip charge.  The technician found no fault with the refrigerator.  Consumer relations has also offered a discount into a new refrigerator.   Please contact me...

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

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]

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.

GE Consumer Relations has agreed to reverse the contested charges.

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

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 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]

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.  Please be advised that Mr. [redacted]’s dishwasher is covered under the one-year manufacturer’s repair warranty. GE has offered to schedule service out for a technician to take a look and Mr. [redacted]’s has declined service....

Should he wish to schedule service he is welcome to give me a return call and I would be happy to schedule the call. 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 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]

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 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]

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]

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]

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]

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 refrigerator as well as GE service.
I told her that I would get the dispatcher and service manager involved in watching today's service...

visit.  I will reach out to her tomorrow as a follow up. 
She appreciated my phone call today.  She said she would have never known about today's appointment if it wern't for my call.
Please contact me if you have any further questions or concerns.  I can be reached directly at [redacted] anytime between 8am - 2pm EST.
Sincerely,
[redacted]Program Manager

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[[redacted] from GE left a message on 12/15 with the opportunity to return her call at my convenience on 12/29. As stated, the appliances were previously diagnosed by the insurance adjuster's contractor who investigated the cause of the damage to my home. He put a temporary repair on the water line and recommended I call GE for genuine factory parts. He also diagnosed the oven and determined that the lower heating element needed replacement. A simple internet search determined the water line and 2 couplings can be purchased for less than $25 and the heating element can be purchased for less than $40. GE service repair's website states, "They (repair) will also come to your home with a fully-stocked service vehicle, which in most cases means a repair can be successfully completed in a single visit.** So if one of your most important household appliances has started to break down, don't hesitate to contact the experts at GE Factory Service." If the diagnostic fee/ dispatch fee/ truck roll fee is what it takes to get a repairman WITH parts to the home, then I'll make the attempt. I add the appliance Model numbers and parts needed for repair in the "Customer Comments" section of the requested appointment. I receive a confirmation stating that I will receive a phone confirming the appointment the night before AND a phone call from the technician prior to the visit. Neither occurred. Had I known the parts would not arrive with the technician, I WOULD HAVE CANCELLED the appointment prior to the technican knocking on the wrong door. The parts in question... the water line is used on every single GE make and model fridge currently in production. The lower heating element (that produces heat to cook) is the universal heating element installed on every GE make and model oven produced. SO, when the technician arrived in his fully stocked service vehicle without the parts, I CANCELLED THE APPOINTMENT (My first opportunity to do so). Additionally, the technician and customer service rep claim to have had no access to my "Customer Comments" discribing the make, model and parts requested, though the technician arrived with my fridge pre-loaded on his laptop and the service rep knew my appliance were no longer under warranty. Your technican had no intention of repairing ANYTHING. He quoted me the price of replacing the undamaged water tank AND water line at a parts cost of $118. He did not offer to repair the water line until after I asked to speak to customer service. Total parts and labor quoted were $660 for less $65 in parts. Labor $595?. Fully stocked service vehicle? NO SERVICE WAS PERFORMED! I would, however, paid for the repairs had the technician had the parts on the vehicle as per my "Customer Comments." As having 20 years experience making houscalls for service repairs and installations, I can only describe this unprofessional experience as a shakedown. If you need my money that bad, I'll just send to you directly. ]
Regards,
[redacted]