Cook's Glass & Mirror Company Inc.

Thank you for the opportunity to review this consumer’s situation.  Please be advised that Ms. [redacted]’s washer was repaired on September 8,2015 by a GE Factory Service technician. Also as a gesture of goodwill GE hassent Ms. [redacted] $50 as an inconvenience allowance to assist with laundry...

expenseswhile waiting for the repair. GE has also issued her a 6 month letter ofcommitment extending the warranty for repairs. Please contact me if there are any other questions or if I may be offurther 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.
 
[redacted]  
 
 I take issue with[redacted] (not exactly sure if this is the correct spelling of his last name) response because at times he was rude and condescending. One of the parts for the refrigerator I had to research the part number myself and he he reluctantly agreed to provide it. Initially, he had offered a $100 reimbursement and the dairy compartment shelving. I 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 bigger. This turned out not to be the case. Furthermore, I was never given the option of a refund. [redacted] was adamant about same versus comparable replacement terminology. He 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 for. He 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 unit. I went to my local [redacted] and looked at the same model as the replacement unit that I currently have and discovered that two of the shelves was in the model. The sale representative from [redacted] told me they were standards features and was willing to give me a written statement to that effect. [redacted] refused to accept that this was the case. The replacement model retails for $150 cheaper than the model I originally purchased which has subsequently been discontinued. His response to that was he was not going to provide shelving and pay out a $100 and that it was one or the other. He 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 control. GE replaced my model with a cheaper unit that have less features. He acted like he was doing me a favor by providing these shelving even though they were part of the original unit. It appears he is using the $100 as a baseline for the purchase of the shelves that should have been part of the replacement unit. He 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 table. My husband contacted him and had a more amicable conversation with him and he agreed to provide just the shelving. My experience with GE from the repair to the replacement has been horrible and I am appalled at how they treat their customers. %

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] repair replaced fan blower and updated software, but icemaker still does not dispense ice. [redacted] was notified on 2/24/2017 and they are ordering another part. Awaiting followup from [redacted],  [redacted] stated that they would notify GE of status.Would like refund for refrigerator. 
Regards,
[redacted]

Thank-you for the opportunity to review this consumer’s situation.  GE has left voice mails for Ms. [redacted] twice at this point.   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 advised Ms. [redacted] that her unit is nearly three years old and out of warranty. As a gesture of goodwill GE has agreed to a no charge repair however, she has been advised that any future repairs would be her...

responsibility. Ms. [redacted] is scheduled for service with [redacted] on May 4, 2015.  
 
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. A service call is currently scheduled for 9/16 to inspect and repair the unit. 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.
No voicemail received. I can be reached after 5 pm during the week or on weekends.
Regards,
[redacted]
 
 
 
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GE has completed repair on this consumer's refrigerator.

Thank you for the opportunity to review this consumer's situation. I have spoken with Mr. [redacted] on multiple occasions.  I've discussed his concerns and have forwarded them to our product quality teams. He also informed me that the dealer provided him with a brand new washer and...

dryer. Please contact me if you have any further questions or concerns. Sincerely, [redacted]Program Manager

We are sending service back out to see if we can find any issue with these units.

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 lost his e-mail. Finally found it and  I did forward the scans of the receipt and all the phone #'s I spoke to.  I have yet to receive his response. I will accept it once I find out what GE will do for me.
Regards,
[redacted]

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

[redacted] [redacted]
 
To Whom It May Concern,
 
I did submit a response to Revdex.com within the allotted time on 12/28/** regarding acceptance of resolve to my complaint which you evidently did not receive.
It did confirm that it was sent throught the system.
 
Sincerely,
[redacted]

4/23/15
Thank you for the opportunity to review this consumer's case.  I have reached out to the consumer to discuss the concern.
Please be advised that our technical staff was contacted on three occasions by the technician in the home on each of the three days of service.  The...

technicians found no rust in the machine and therefore did not make a correlation between the dishwasher and the rust on the utensils.  The tub is not a replaceable part.  We respectfully denied the request for a replacement dishwasher as we believe this situation is not caused by the dishwasher.
Regards,
[redacted]

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]

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]

While I'm happy my refrigerator was finally repaired I'm not happy that the only way they would honor the warranty, or even respond to my concerns, was to file a complaint.  Prior to the complaint I was told that parts were covered as a favor but I'd have to pay for labor, a two person job, starting at around $470,.  I tried to reach my two multiple times and continued to be told I would hear back in 24 hours.  I could only get to the first tier after the first call.  I kept asking them to cover labor, and continually was told no, and that my only real option was to buy another refrigerator at a reduced cost.  THIS WAS  the replacement refrigerator that I bought at a reduced cost To replace my monogram that kept failing.   I was told that I could request a review, which I did.  their response was that  I could pay for labor but it was going to be expensive and they suggested buying a replacement.  I asked for a second review.  Same response.  They just wanted me to buy a new refrigerator.  They only admitted it was under warranty once I filed a complaint..   how many customers are they denying coverage to and then pushing them into buying replacements so that they don't have to honor the warranty.  Did they really think I wanted to buy my third refrigerator in six years.  I pointed out that if they were telling me my only logical option was to buy a replacement I asked them why that wasn't what they were doing for me.  I was spoken to in a less than apologetic way.   and when I pointed out how many people had their hands on this that could have admitted that this was covered in full, posts and labor, by the warranty, all they could say was that this was a learning experience.  I don't think it is likely  that, at a minimum six people, honestly made a mistake in knowing what was covered, particularly after two reviews.  The only upside of this experience was that the technicians were pleasant, respectful and professional.  
 
[redacted]
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]

The consumer has replaced the washer and the local dealer is working with in on a refund/return of the original unit.

Revdex.com:
I have reviewed the response made by the business in reference to complaint [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 have been a loyal GE customer for the last 20 years. I have purchased all my refrigerators and freezers from GE. If GE does not reverse what I feel is a misinterpretation of it's disclaimer it will mean the refrigerator which I bought, trusting GE, will have cost me over $1000 a year to own. I feel they have betrayed my trust for the following reasons:
The disclaimers in the GE warranty, basically states that warranty work will be provided through the GE service center when I request it, I did not request warranty work for this emergency recharge. No where in the warranty does it say that if I request non warranty work, the warranty is void. A reasonable person would not read that into the warranty.
The servicer who charged my unit is authorized to service most high end appliances, [redacted]. GE's arbitrary decision that he is not qualified will cost me $8000.
I deserve an explanation as to why a mere recharge, by a qualified technician, authorized by most of the other high end manufactures would damage a GE refrigerator.
In the future, I would prefer to deal with GE in writing through the Revdex.com in this matter.
 
Regards,
[redacted]
 
 
&n

Thank you for the opportunity to re-review this consumer’s situation. Please be advised that GE’s decision remains the same with an offer to reimburse Mr. [redacted] $297.21 for parts, labor, and taxes for service a call from a GE Factory Service technician. As previously advised the range is nearly three years old and out of warranty. Since a technician did go out to Mr. [redacted]’s home on two different visits GE does not agree with reimbursement for the home/trip diagnosis fee. If the unit was not repaired Mr. [redacted] should have waited for the GE technician to return to complete the repair in which he had already paid. At no time was a part determined to be defective by a GE technician. Again Mr. [redacted] took it upon himself to order the parts he had determined were needed and make the repair himself, after watching what the GE technician had previously done. Should he wish to accept the reimbursement he is welcome to give me a return call at ###-###-#### (8-500 EST) and I would be happy to process the check. I will hold the offer open until November 29th, 2016. Please contact me if there are any other questions or if I may be of further assistance.Sincerely,[redacted]