Cook's Glass & Mirror Company Inc.

Thank you for the opportunity to review this consumer’s situation. I spoke with [redacted] today 9/12/16 and offered him a far deeper discount into a new unit and waived the delivery, installation, and haul away of the old unit fee.  The consumer accepted.   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 consumer's situation. I have reached out to Mr. [redacted] to discuss his concerns regarding his recent GE repair bill but I had to leave a voicemail. Please let me know if you have any other contact numbers to reach him at other than the one listed in the...

Revdex.com complaint. Sincerely, [redacted]Program Manager

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

Thank you for the opportunity to review this consumer’s situation. Please be advised that Mr. [redacted]s washer is over a year old and out of warranty. However, as a one-time gesture of goodwill GE agreed to a no charge service repair. GE Factory Service technician was out today (2/19/16) and...

determined that the unit had not been leveled properly during the initial installation.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 as a gesture of goodwill GE has assisted Mr. [redacted] with a prorate on a comparable matching washer. The order has been processed.
 
Please contact me if there are any other questions or if I may...

be of further assistance.
 
Sincerely,
[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]

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]

I called GE Care 1st but GE Care told me that their technicians are not available to come until 7 days later and it will take another 3-5 days to order the parts, which means at least 10 - 15day no oven for us, and that is a big issue for my family. So, I had to hire a local appliance repairman...

who came right away to fix the oven.  I have no idea if he is authorised by GE but he told me that he repairs GE's products all the time in his profession.

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]

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 review this consumer’s situation.
 
The [redacted]s continued to work with GE Consumer Relations.  The washing machine in question is in the process of being replaced. 
 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 had previously agreed to issue a Letter of Commitment regarding the unit in question.It remains in effect through 2/11/16 and will be honored.  GE is not agreeable to extending that timeframe.  Please contact me if there...

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

[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]

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]

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 appliances. I agreed to e-mail our product management team for more information and told her that I would get back to her as soon as possible. Please...

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

Thank you for the opportunity to review this consumer's situation. I have tried calling Mrs. [redacted] on two different phone numbers but there was no answer and no place to leave voicemails. I do see that she is scheduled for repair tomorrow from 1-5. I will follow up after the repair.  If she...

would like to discuss this further before service is ran, I can be reached at [redacted] anytime from 8am - 1pm EST. Sincerely, [redacted]Program Manager

We have agreed to buyback this consumer's laundry unit.

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]

Now [redacted] has completed a service call for this consumer in addition to the calls by GE service.