Sun Chemical Corporation

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.
GE took the bare minimum steps to remedy the situation as replacing their defective unit. They took no steps to address the fact that they caused me to use PTO or take off from work SEVEN times in just two months for the same appliance to be repaired. Of those SEVEN days one was a no call/no show and another day on a weekend of which I had to call to have their supervisors track down the repair technician.  Their only step they took was to offer of an additional year of warranty that I could also purchase myself for $33. I find this repulsive and it shows a complete lack of respect for customers and shows that they don't value a customers time. This also does not take into account that the installation of the new dishwasher is different than the original as in now we cannot reach the control buttons on the top now to start the machine and need to use a utensil to start the machine (see attached photo).
Regards,
[redacted]

Thank you for the opportunity to review this consumer’s situation.  Please be advised that Mr. [redacted]’s washer and dryer are nearly two years out and out of warranty. As a gesture of goodwill GE has offered to waive the home/trip diagnosis fee and send a technician out to take a look at what is...

going on and assist with a discount for parts and labor if a repair is needed. Mr. [redacted] has declined the offer. 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 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.  GE is in the process of reimbursing the purchase price of the product and having it picked up from the home.  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 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

[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]

Thank-you for the opportunity to review this consumer’s situation. What is described in Ms. [redacted] described regarding the width of the gap from oven frame to the door is not abnormal.    Please contact me if there are any other questions or if I may be of further assistance.

We have agreed to send a goodwill certificate in regard to the washer and repair the dryer at no charge.

Thank you for the opportunity to review this consumer’s situation.  Please be advised that GE has agreed to waive the home trip/diagnosis fee for a GE technician to inspect [redacted] dishwasher due to cabinet damage from the unit. He is scheduled for service on May 22, 2017. 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 re-review this consumer’s situation. Unfortunately, GE cannot send the parts requested by Ms. [redacted] at no charge. Again the refrigerator is nearly six years old and out of warranty. The discount offered is as a gesture of goodwill and what GE can offer to her. It is her decision if she would like to accept the offer or not. If she can get them cheaper online than the discount offered to her by GE then she may decide to purchase them from another source. 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. GE is in the process of replacing the unit in question. 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 is in the process of replacing the dishwasher in question.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.  Repairs to the unit in question are scheduled to be completed on 4/17.   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.
[This is an unacceptable offer because using a frying pan on a stove is within normal use and if it scratches that easily than it must be sub-par quality.  The stove is 5-6 months old, purchased in Nov/Dec timeframe and hold up longer.  I would like this replaced free of any charge as it doesn't specifically state scratches aren't covered.  Unless that specific verbiage can be shown to me, this falls under "normal use" and is covered.]
Regards,
[redacted]l

Thank-you for the opportunity to review this consumer’s situation. GE is in the process of reimbursing the purchase price of the product and at the same time having it picked up. 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 have left a voice mail with my name and phone number.  GE Consumer Relations had been actively working with Ms. [redacted] as well. 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.
[I spoke with the Consumer Relations Manager and requested a full refund for my laundry expense of $130 and an extended 2 year warranty. So, no I am not satisfied by the response from GE. I think it's sad that a company of GE's size, longevity, and resources cannot guarantee that their appliances will work for at least three years. This company has not come close to reimbursing me for the time and money I have lost due to its malfunctioning washer.  ]
Regards,
[redacted]

I have spoken to this consumer.  Our customer relations did offer to send the part at no charge but the consumer had already replaced the GE unit with another brand.

Thank you for the opportunity to review this consumer’s situation.  Please be advised that I have tried to reach Mr. [redacted] but unfortunately I had to leave a voice message. I am happy to discuss his concerns further and he is welcome to give me a return call at his convenience. I can be...

reached at [redacted] between 8-5:00 EST. Please contact me if there are any other questions or if I may be of further assistance. Sincerely,[redacted]

Please be advised that GE has agreed to replace [redacted] washer under the one-year manufacturer's warranty. The order has been processed.Sincerely,[redacted]