Sun Chemical Corporation

This consumer has not returned my voice mails.

Thank you for the opportunity to review this consumer’s situation.I tried to reach Ms. [redacted] on November 18, 2016 but unfortunately was unable to reach her and had to leave a voice message. GE has been advised by [redacted] Appliance Service that Ms. [redacted]’s washer has been repaired. I am happy to speak...

with her regarding her complaint and she is welcome to give me a call at her convenience at ###-###-#### (8-5:00 EST). 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 completed repairs on the unit in question on 6/24.   GE is also in the process of sending Mr. [redacted] a one-year Letter of Commitment on his microwave.
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 waived the normal home call charge to inspect the unit in question.  Parts have been ordered and a return service call is scheduled for 10/27.   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 appreciate GE saying they would be sending out another technician, as I definitely want any safety issue fixed. However my complaint with the company remains as they refuse to remove us from their do not service list, moving forward. They told me that my husband could not be home during the scheduled appointment this afternoon and when my husband attempted to contact the company himself they called me back instead and told me "they would be dealing with me because of the circumstances." At which point I told them that was simply absurd. My husband was able to talk to the manager at GE, despite being told that they wouldn't. I still cannot believe that this company is choosing to believe the lie of a technician over a loyal customer that nearly had their home explode due to a faulty appliance. It indeed is a very sad situation.  
Regards,
[redacted]

Thank-you for the opportunity to review this consumer’s situation. The consumer accepted an exchange of her gas slide in range for the same model.  Her current model is still not repaired and we agreed that an exchange was needed after 3 months of trying to repair with no resolution.
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 [redacted] yesterday.  She accepted the resolution of a prorated replacement vs. waiting on the repair. The dishwasher has been placed on order[redacted] which should be delivered in 3-5 business days. Please contact me if you have any further questions or concerns. Sincerely, [redacted]

I have agreed to reimburse the cost of the service call.

Thank you for the opportunity to review this consumer’s situation.  Please be advised that GE has left a couple of voice messages for Ms.[redacted] (9/16 & 9/21) but have not heard back from her at this time. I amhappy to discuss her concerns regarding her dryer and she is welcome to give mea...

call at her convenience at [redacted]   Please contact me if there are any other questions or if I may be offurther assistance.[redacted]
[redacted]

Thank you for the opportunity to review this consumer’s situation. Please be advised that GE has reimbursed Mr. [redacted] for the labor charge he paid to a local service company for the repair. As a gesture of goodwill GE has also agreed to reverse the labor charges that he is being billed for by...

GE. However, GE has advised him that he will receive a new invoice for the home/trip diagnosis fee and he will be responsible for payment. 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. The refrigerator is in the process of being repaired by replacing the freezer door.       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.   A check in the amount of $108.95 was processed on 1/31/18 and mailed to the consumer.  The check was cleared on 2/6/18.   Please contact me if there are any other questions or if I may be of further assistance....

  [redacted]

I have spoken to this consumer and apologized that his refrigerator required service.  He believes that there should be a recall for this model.  I have explained that there is no recall and that recalls are only related to safety. There was no safety issue with his...

refrigerator. After he filed this complaint the dealer has agreed to purchase his GE refrigerator back from him.  He did lose food so I have given him the phone number for our insurance company to help with food loss.

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]

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 has not been resolved. Once the dishwasher is repaired, and the promised $500 compensation from GE is in our account, we will be happy to close this complaint. 
Regards,[redacted]

Thank you for the opportunity to review this consumer's situation.
I have spoken with Mr. [redacted] and apologized for the trouble he's had with his GE refrigerator.  He explained that he is not at the location of the appliance at this time and will reach back out to me when he returns. ...


I agreed to waive the home call fee (trip charge) at the time our tech returns.  The parts and labor would be at this expense due to the fact that it is out of warranty.   The offer of waiving the diagnostic fee or trip charge will expire 10/31/2016.
I will be closing his case until I hear further.
Sincerely,
[redacted]Program ManagerGE Consumer Relations

Thank-you for the opportunity to review this consumer’s situation.GE would not be advising or directing the dealer to take back the unit in question.  That is a decision that the dealer would make.  GE is declining to make the requested reimbursement.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.
Although GE did send someone out to fix the fridge, I ended up paying a total of $263 dollars to have the issue resolved. As stated before, the fridge is in pristine condition which the GE repair man can attest to and I have lost hundreds of dollars in groceries over the past year. To have a 1 year warranty on such an expensive item is absurd, there is an IMPLIED warranty when investing in such equipment. I expect a brand new fridge to last over a year, and if not, I expect the company to do right by its paying customers and resolve the issue fairly. Charging me $263 dollars for a $1200 fridge is hardly justified, especially as I watched the repair process being completed. The repair man did not even look at the fridge at first. He asked me what was happening, the issue, and so I explained. After I explained, he stated a price off the top of his head without even opening the fridge. When I asked if he would even check the specific piece for malfunction or damage, he acted as if that was a silly question. He stated he has changed thousands of "motherboards" and sensors (all of which are one part that allow an entire fridge to function). I was shocked, it seemed to me that GE is aware of this common issue but doesn't address it in the manufacturing process because house calls like this generate revenue for them. Unethical and uncalled for.  Also, I have done some investigating with the serial number of the part replaced. Seems to me, the MAXIMUM price for such a piece averages around $100, please see the attached photographs. So yet AGAIN, GE marked up the price just to mark it down at a "discount" of 25%. In the end, no discount was actually given, instead GE made money on this house call with the part, and labor fee. (note the receipt, GE appliance man was in my home for a total of 25 minutes @ $135.00. That is more than most lawyers make.)
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.
Regards,
[redacted]

Thank-you for the opportunity to review this consumer’s situation. GE is in the process of providing a replacement dishwasher.   Please contact me if there are any other questions or if I may be of further assistance.