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 having with his GE microwave. He informed me that the complaint has been resolved by GE waiving the charges for the repair (which is scheduled for...

2/22). Mr. [redacted] has accepted this as a fair resolution to his complaint. Please don't hesitate to contact me for any further questions or concerns. Sincerely, [redacted]Program Manager

[redacted]
Thank you for the opportunity to review this consumer's concern.
Please be advised that we have reached Ms. [redacted] and offered to replace the dishwasher.  Ms. [redacted] will be responsible for having it installed properly.  Our installation instructions will be provided with the...

product.
Regards,
[redacted]

Thank you for the opportunity to review this consumer’s situation. I spoke with the consumer today. I explained that our service team found no issues with the washer and nothing that would cause damage to their towels and sheets other than normal wear and tear.  The washer is working as...

designed.    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.
 
Due to Mr. [redacted]'s travel plans he requested a change in his service call scheduling.  We accommodated Mr. [redacted] and will be out to inspect his microwave on Monday 7/27.
 
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. I spoke with Mrs. [redacted] on 2/18 and apologized for the trouble she's had with the dishwasher. Although the unit is repairable, I agreed to refund her purchase price of the unit and pick up the appliance from the [redacted]. She accepted...

this as a fair and reasonable resolution to her complaint. Please contact me if you have any further questions or concerns. Sincerely, [redacted]Program Manager

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 11136281, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
On Tuesday, February 23, 2016 I received a phone call and a voicemail from Ms. [redacted] at 9:56 AM.  I returned this phone call at 11:19 AM and had the opportunity to speak with Ms. [redacted].  As she picked up the phone, she mumbled quickly through a "scripted" apology, which I felt was anything but sincere. I explained to her that the technician had come out to service my refrigerator last week and that it was now working properly (and I stressed to her that this was only for the time being).  I communicated how frustrated I was with the repeated service calls that I have had to endure.  I stated again that I wanted a replacement product and an extension on my service warranty or commitment letter.  She responded, saying that there was no way to get a replacement item at no cost, and that my commitment letter for free service on the product was good until April 18, 2016, and to call back if I had any problems within now and that time frame. I told her how I'd had repeated major problems with the product and how the same part was replaced several times.  I also told her how disappointed I was in the company and what they offered to the consumer.   I asked her for a service warranty extension, and she said she was unable to do this.  I asked her to explain the difference to me between a service warrantee extension and a "commitment letter," which is what I have.  She did explain the difference (which is miniscule but that's beside the point) in a very rude and snotty tone.  I was taken aback by her tone from that point on in our brief and utterly disappointing conversation. 
Regards,
[redacted]

Thank you for the opportunity to review this consumer’s situation. I spoke to the consumer today and apologized for the amount of time it took to determine that her new dishwasher was non-repairable.  I also apologized for the lack of communication from the delivery company.  On 9/2/16...

we delivered and installed a new dishwasher at no cost to the consumer and hauled away the defective unit.  I have also extended her warranty on the new dishwasher by another year giving her 2 years of coverage.   Please contact me if there are any other questions or if I may be of further assistance.   [redacted]

We have spoken to this consumer and explained we would not agree to exchange this unit.  Our service has completed multilple service calls on this unit and found nothing wrong with it.  It is working as designed.

[redacted]Thank you for the opportunity to review this consumer's concern.
Please be advised that we are ordering a new unit for the consumer which will be delivered and installed and the old unit hauled away.
Thank you,
 
[redacted] %

Thank you for the opportunity to re-review this consumer's
situation.  Unfortunately, I do not correspond via email and again I am happy to discuss
Ms. [redacted]'s concerns further with her and can be reached at [redacted] Due to the 6 hour time difference she is welcome to give me a
call at her convenience. 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. Please be advised that Mr. [redacted]’s range is over one-year old and out of warranty. As a gesture of goodwill GE has offered a prorated buyback. Mr. [redacted] has accepted and will be sending GE the required documentation.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.
The business continues to deny that the problem exists. The business also has not addressed the fact that immediately after the first attempted repair, the problem became almost twice as bad.
Furthermore, the 3rd party technicians GE has hired under warranty [redacted]) agree with my assessment that the fridge is functioning poorly and recommend temperature fluctuations within the 5 degree range. The A&E technicians also inspected the fridge (which is something the GE technician never did in the 5 scheduled appointments), and identified a potential problem with another part that the GE technician never considered.
The repairs have been scheduled for Apr 23. My understanding is that GE will foot the bill for the repairs, as per the warranty. Based on recommendations from A&E, there may be additional follow-up actions.
It looks like whoever at GE closed the complaint is unaware of the previously scheduled work with [redacted] (even though it's clearly mentioned both in the complaint and in the customer service ticket I had open with GE). This work is in progress and may or may not lead to a resolution. However, the issue is definitely not yet resolved.
Regards,
[redacted]

Thank-you for the opportunity to review this consumer’s situation.
 
GE reached out to the rebate center and the $500 rebate gift card will be processed today and mailed asap.  GE left a voicemail for Mr. [redacted] explaining the resolution. 
 
Please contact me if...

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

The part has arrived and we are working on scheduling the consumer for a servcie call to install asap

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 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.  I bought my washer in good faith and was treated bad for 1 full year with 6 breakdowns and I get nothing for that. Make sure you think twice before buying a GE. I will never buy  GE again ...
Regards,
[redacted]

We have agreed to a no charge repair for this consumer.

Thank-you for the opportunity to review this consumer’s situation.  GE offered to send the needed parts for repair at no charge to assist the consumer in the overall repair cost.  Consumer agreed and will have someone install the parts.     Please contact me if there are...

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

Thank-you for the opportunity to re-review this consumer’s situation. GE Consumer Relations offered to cover the cost of parts needed for the currently needed repair as well as one-half of the normal labor charge for the job that needs to be done.  The cost of the repair cannot be determined until the unit is inspected. 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. I spoke with Mr. [redacted] regarding the issue with his GE microwave at his rental home. GE has advised him that the unit is nearly two years old and out of warranty. However, with the nature of the concern GE has offered to waive the...

home trip/diagnosis fee and schedule a GE Factory Service technician to take a look at the unit. GE has also offered a second option of a $50 goodwill certificate should Mr. [redacted] prefer that instead of the service appointment. At this time he has not accepted either offer. GE has advised him that the offers will be open until January 21, 2015 should he decide to accept he is welcome to give me a return call.
 
Please contact me if there are any other questions or if I may be of further assistance.
 
Sincerely,
[redacted]