Worst customer service EVER - GE Appliances

[mommy2allyandaveri]

I am so far beyond angry right now. We moved into our bran new house on 12/13/08. We used our new microwave on 12/14/08. It worked for 2 whole minutes before it went out completely. According to the builder we had to work directly with GE. Ok, called them on 12/15/08. They scheduled an appointment and ordered the part, our appt was on 12/23/08. They called us on 12/23/08 and pushed our appt out until 12/29/08 (today), they left a message a couple of days ago and said they would be at our house between 8am-12pm. Well at 12:30 DH calls and they said oh, they won't be there, the part isn't in and won't be in for at least another week. Um no, DH has already taken 2 days off work. They say there is nothing they can do. They didn't even bother to call us, they just didn't even show up.

What would you do? Bran new house, bran new microwave that has never worked...2 days taken off of work and super poor customer service.

I'm calling to speak with a manager right now, I'm sure it will do A LOT of good.

 

[behappy]

If you bought and brand-new house and the microwave didn't work, I'd be talking to the builder and letting him deal with GE. You bought the house from the builder, not GE.

YMMV.

 

[tcmsu]

That sounds exactly like what happened to my FIL. They had a "lightning strike" near the house and it blew some things, including the microwave. Got a replacement, and then had immediate problems with it (didn't heat things up). Store it was purchased from wouldn't take it back and referred them to GE. GE repair guy came out and said some parts needed to be replaced, and that it would be a couple of weeks.

FIL didn't want parts to be replaced in a brand new microwave, and insisted that it be replaced. I think they went through 2 or 3 repair calls, supervisors, etc, but finally got the unit replaced instead of repaired.

I agree with my FIL (suprise!! ) A new and never used microwave that is defective shouldn't need to be repaired but should be replaced....

Good luck and be persistant with your requests...

 

[mommy2allyandaveri]

Yes, that is what I said to the builder a week ago. He was adimate that we deal with GE directly. That is their policy.

Just held for 15 minutes, asked for a manager and was promptly disconnected.

I am seriously about to lose it!

 

[mum4jenn]

Did you check to see if anything on the control panel had tripped? It could be something electrical instead of the microwave.

With a brand new house and a brand new microwave I would also think that any problems this soon with brand new anything it would be something the builder should take care of.

 

[newtodis]

I'd also suggest writing or emailing the company and builder as well just so you have something to fall back on and be sure everything's documented (like you did here).

Good luck dealing with them!! Sounds like a hassle to me. The dealer probably bought a closeout model or something to use in the houses so he probably can't just take it back to the store either...

 

[rainy~daze]

I wouldn't have built my house out of bran.
Maybe oatmeal, it has a thicker consistency.

Just trying to make you giggle a little.

I don't have any great advice, wish I did, I would then be able to get HP to replace my new laptop that worked for 2 weeks. Good luck, and give them heck! They should replace it, absolutely then maybe a little gift of cleaning supplies for it or the rest of the kitchen. Anything to show they are glad to have business.

 

[mommy2allyandaveri]

OMG I am still on hold, it's been almost an hour. When I first called they said my wait time would be 5 minutes. I am getting more angry by each passing minute.

 

[momx2]

First, I would make the builder deal with this problem. You should have gotten a home warranty that might cover it. If you go with GE, please realize that normally the repair people are not employed by GE. The are on a contract with GE to do all their repair work. I would call GE back immediately and tell them of this poor customer service.

 

[Jeanne B]

Did you buy the appliances directly yourself from a local store or did the builder buy them as part of the building project? If the builder bought them, IMO the builder should be taking care of this.

 

[SaveTheSeaTurtles]

I am a Purchasing Agent for a builder. It is common practise in this industry that the customer would deal with GE directly. There are several reasons for this but the primary reason is one of scheduling. It is very difficult for the builder's rep to schedule an appt. for your appliance to be repaired/replaced because they do not have your schedule at the ready. However, in saying that you do have options. Your builder should - if they care about customer service at all (and most do now!!) - offer to intervene. Many times, we will have our warranty rep meet the GE rep at the house if the customer cannot be there due to time contraints and the customer is willing to allow the builder rep to have a key, if you trust him. If I were you, I would call the builder back - bypass the warranty department and speak with the franchise owner, the division manager - whoever is in charge of that local office. They will take action if they are reputable. Alternatively, you can lodge your complaint with GE now & ask them to refer your complaint to the Regional Manager who will certainly take action. GE is the best appliance company around in terms of customer service and I can confidently say because I work with several appliance companies including Wolff, Subzero, KitchenAid, GE, and Viking. The poster who said that GE contracts with local people to make repairs is correct but this problem is still one that GE needs to rectify in addition to the assistance that your builder should provide - even if the builder rep cannot (or you would prefer that they didn't) meet the repairman (for repair/replacement) for the appt, the builder can call their regional rep for you who will indeed respond. Hope this helps!

 

[cepmom]

I also had problems with GE customer service. We have an over the range microwave that had the magnetron tube go (the part that heats up the food). I won't go into the specifics as it is a long and drawn out story and it makes me crazy just thinking about it Suffice to say we will not buy GE products ever again I too would be demanding a replacement microwave, not a repair. I hope you get your situation resolved soon.

 

[chemysterygal]

As others have said, be persistent and be sure to put your comment in writing. Calling is great and all, but a letter usually garners more attention in my experience. Many will call and be very vocal, few will take the time to actually sit down and write a letter. ALWAYS put your complaints into writing if you want them addressed.

FWIW, I had a similar bad experience with a KitchenAid dishwasher (which, sadly, has been the nightmare appliance in our home) that came with our home. It took a lot of time and trouble to get it fixed, but what can you do?!

As for the builder dealing with this, if you can't get GE to step up, I *would* pursue it with the builder as well. Perhaps they can get the supplier to swap the product out if you can't get it fixed properly.

 

[mommy2allyandaveri]

After an hour and 56 minutes of holding I finally got a supervisor on the line who 1. Told me the builder should have replaced it for me and 2. ordered a replacement microwave for us. Should arrive sometime next week although I'm not sure how it is going to be installed because we are NOT taking another day off work. Why couldn't GH have done this the first time we called, 2 weeks ago!

Unfortunately for me I have a kitchen full of GE appliances...

I will NEVER buy another GE product! EVER!!!

 

[MN Vikings Fan]

When our 15 month old microwave started acting possessed and starting by itself We contacted GE. They offered to send out a technician who could diagnose the problem and then tell us how much the repairs would set us back. We wrote back saying not good enough. This is a fire hazard and should probably be recalled. Someone could have a fire and lose everything and worse yet, lives could be lost. No response for months. DH then wrote another time asking for a response. No response again. DH then contacted the MN State Attorney General's office including copies of what he had written to GE. He also contacted the BBB of MN who referred us to the BBB of TN or KY I think it was. The BBB contacted GE. One of the GE administrators called us within days and offered to replace the microwave free of charge. It was worth the aggravation if it prevented a fire or saved a life. However, GE wasn't about to help without the prodding from BBB.

 

[Andreas Mom]

Ok so this probably wont help but I thought I might bring it up....in regards to the part not in yet and all that maybe it really wasnt in yet. I dont know about where you are but where I am in Washington state we are just getting through a freak 2 week snow storm and for some reason when we get snow EVERYTHING closes down. So I know here we have had a lot of closures and that would make sense if the part was coming from our area.

Again I know that probably doesnt help it was just a thought and another one too....we have bought two brand new homes and both times we were in the understanding that once you sign those papers it is your house...problems and all. We had no problems with our first builder but then the second house we had all problems so I do relate on some level here.

I wish you would get better service with GE and I hope the rest of this turns out better then the start. Keep us posted!

 

[mommy2allyandaveri]

Ok so this probably wont help but I thought I might bring it up....in regards to the part not in yet and all that maybe it really wasnt in yet. I dont know about where you are but where I am in Washington state we are just getting through a freak 2 week snow storm and for some reason when we get snow EVERYTHING closes down. So I know here we have had a lot of closures and that would make sense if the part was coming from our area.

Again I know that probably doesnt help it was just a thought and another one too....we have bought two brand new homes and both times we were in the understanding that once you sign those papers it is your house...problems and all. We had no problems with our first builder but then the second house we had all problems so I do relate on some level here.

I wish you would get better service with GE and I hope the rest of this turns out better then the start. Keep us posted!

When they canceled the first appointment, I was irritated but had the same attitude, the part isn't in there is nothing they or we can do about it.

But then to reschedule for this morning and not to call or show up was inexcusable.

Plus is is brand new, it should have been replaced in the first place.

I was able to get the name and address of who to send a letter of complaint to but I'm sure they won't care.

 

[Andreas Mom]

Well I hope it helps to send a letter....you should send one to all there board of directors or mangers and all the important people on the builders end too. You could probably just use the same letter and send to all you think would need it. It's worth a try!!! Good luck

 

[kaytieeldr]

I was able to get the name and address of who to send a letter of complaint to but I'm sure they won't care.

Well, I think you're wrong... but if I'm wrong, there's still your state's Better Business Bureau, Department of Consumer Affairs, Attorney General's Office, various television news shows' consumer reporters, possibly some similar positions at local newspapers....

 

[stacy2197]

My GE microwave went out on me about a month ago. I ordered it from a smaller apliance store that took care of setting up an apointment for it to be fixed. Maybe you could find out where the builder got it from and deal with their supplier.