Sun Chemical Corporation

Thank you for the opportunity to review this consumer's situation. I have spoken with Mr*** and apologized for the trouble he's had with getting his credit of $for his service call in January. I informed him that it was recently approved and that he should see the credit
back hopefully within the next week. I will follow up next week to make sure the request was completed. Please contact me if you have any further questions or concerns. Sincerely, *** ***Program Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
GE offered to sell us a replacement refrigerator at a discounted price (~40% off MSRPI assume at cost for GE) . Evaluating our options, we found that the offer to purchase a discounted refrigerator from GE was reluctantly the best financial option for us. That option however, does not satisfy the initial and ongoing issueDuring the initial first year warranty period (2011) our refrigerator lost cooling which we discovered by condensation buildupA part was repaired at that time. A year and half later (2013) we again experienced a loss of coolingThis time, sealed parts were replaced. Another year and half later (2015) we again lost cooling, for a third timeA GE contracted repair tech reviewed the issue and found that three sealed parts had failedIt is clear that the original warranty issue was never completely and satisfactorily resolvedGE should warrant the resolution of the initial problem that occurred under warranty which continued to be a problem. While offering to sell us a fridge at a discounted price was reluctantly our best financial option to limit the continued impact we experience, it in no way satisfies the issue that GE failed to resolve a warranty problem.
Additionally, the GE contracted repair technician spoke with someone at GE who indicated our fridge would be replaced. The repair technician informed of us this, which we found acceptable, following his call with GE. He further wrote on his repair summary that “GE to replace unit”. When I contacted GE the following day GE said they would not be replacing the unit, contrary to the discussions the tech had with GE, reported was necessary and appropriate to us, and recorded on his ticket
We are not satisfiedWe do not believe GE resolved their initial and continued warranty problemWe have been financially impacted and continued to beWe minimized this as best we could by purchasing the discounted replacement fridgeGE needs to credit us back the price we paid for the replacement fridge.Regards,
*** ***

Thank-you for the opportunity to review this consumer’s situationI spoke to the consumer today and he confirmed that a GE Factory Service Technician was out today, repaired his unit and it was working. I offered to extend his warranty, but I was told not to bother. Consumer stated
that if the unit were to malfunction again he will get rid of it. 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 situationI have spoken with Mr*** and apologized for the trouble he's had with his GE Monogram RefrigeratorAlthough we have a day labor warranty on the repair, he had another servicer come out to complete the repair. I have
agreed to honor a partial refund of the service call in the amount of $as a good will gestureHe accepted this as a fair resolution to his complaintPlease contact me if you have any further questions or concernsSincerely, *** *** Program Manager

thank you
for giving me the chance to reply to case #***GE called me and said that a 5/8" gap on the top of the oven door was the way it should beHeat escapes and get the top edge of the stove very hotHe insists it is normalI said it is also difficult to prop the door open when I broilGE customer service said you don't open the door to broil, told him it is in their instruction book to leave the door ajar when broiling. I am not satisfied with their solution to my problemNothing will be done, if they send out a someone to look at it I have to pay $plus for thisOn Monday night I cleaned my oven when you select clean a red lock icon is shown, meaning the door is lockedThe minute the cleaning was done I felt the door and it was open and the red lock icon was still onTheir instruction book said the door will not open until the oven is cooled down and the red lock icon will go offToday (Wednesday) it is still onI tried to cook on the stove top and it will not heatI have a service contract with the people I bought the stove from and they will be here on ThursdayWhen the stove was delivered I voiced my complaint about the door being not closedThe service person called GE and they said it was normalI have never seen an oven door like that, I have looked in stores and all the stoves close properlyThank you again for giving me the chance to voice my complaintsSincerely *** ***

Thank you for the opportunity to review this consumer's situationI have spoken with Ms*** and apologized that she was having another issue with her 2nd GE refrigeratorAt this time, we have agreed to pick up the unit from her home in exchange for a refund check for the amount she paid for the purchasePlease contact me if you have any further questions or concernsSincerely, *** ***Program Manager

Thank you for the opportunity to review this consumer’s situation Please be advised that GE has agreed to replace Mr***’s dishwasher under the one-year manufacturer’s warrantyThe order has been processed Please contact me if there are any other questions or if I may be of further
assistance.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business
in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
GE reprehensive stated he would only replace if GE Tech was present when the Freezer was at +degor in that area .As it is "ERATIC" and varies from -to + deghe would probably have to stay a full day to record the high temps.GE stated they could not do that therefore their decision not to replace the unitI have since installed a data logger to record temps ever minutes.The Reprehensive stated he could not accept that data!!!GE offered to extend the GE Warrant more months to resolve issue
*** * ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Dear Sir/Madame:Tech did not do anything with the machine while he was at our placeHe merely looked at it visuallyIt defies the logic as to how he concluded that nothing is wrong functionally with the machineI have sufficiently explained this in my letter to Miss ***I have provided the pictures of cloth to tech during his visit and he agreed that this problem needs to be investigated by Engineering DepartmentHe said he will forward the evidence presented in the pictures to Engineering DepartmentMiss ***'s assertion that nothing is wronrg functionally with the machine is arbitrary despite the evidence presentedI have requested the contact detail from Miss *** for GE Corporate Consumer Relations which every major corporations have so that I can explain at minimum my Customer Experience with GE product and ServicesI have yet to receive this informationThe documentation and evidence that I have presented amply justifies full refund
Regards,
*** ***

We have agreed to exchange this consumer's refrigerator

*** *** *** ***
*** *** *** *** *** *** **
*** ***
*** *** ***
HiI was trying to provide information and update on current claim# *** but website has no where to do thisI can see complaint but
cannot respondGeneral Electric had promptly contacted me regarding my issueGentleman was very polite and sa service call immediatelyRepairman was also very polite and helpfulDiagnosed washer problem, ordered required parts, and came back one week later and installed themI am very pleased with GE response time and prompt serviceI would like to close my case and say THANK YOU to them, they instilled my confidence back in GE products! Kelly

I have offered to buyback this consumer's microwave. Just waiting for the consumer to call me back

Thank you for the opportunity to review this consumer's situation. I have spoken with *** *** and apologize for the trouble she's had with her GE refrigerator. Although the unit is out of the one-year warranty, we've agreed to waive the home call fee for a technician to come out and
diagnose it as well as provide a 50% discount on the labor charges. She has accepted this as a fair resolution to her situation. Please contact me if you have any further questions or concerns. Sincerely, *** ***
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Thank you for the opportunity to review this consumer’s situation. Please be advised that *** *** appliances are over a year old and out of warrantyAs a gesture of goodwill GE has agreed to assist with service repairs on his refrigerator and dishwasher*** *** has not accepted the
offer at this time. Please contact me if there are any other questions or if I may be of further assistance. Sincerely,***

Revdex.com:
I have reviewed the response made by the business in reference to *** ** *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** *** ** *** *** *** *** *** *** *** *** *** *** *** *** ***, did in fact call me right away and offered to send out a technician for $99, which is no different when I originally called the customer service hotline In fact, he said he could see how old the model was, but couldn't verify that I called within my warranty in the past and asked for a technician to fix the problem So its my word vs a computer attached to a single phone number supposedly The company doesn't stand behind their products especially when they are defective, and have the audacity to charge extra when you have a technical question that probably could be solved over the phone *** decided to compare the refrigerator to a car being brought to a mechanic I find this unacceptable response, and I will not be a GE APPLIANCE consumer moving forward In regards to being a GE Appliance advocate, I will make sure to warn everyone I come in contact with about their products & customer service. This is on top of replacing the microwave one month past warranty as well, and at that time they wanted to charge $for a technician to come to the house, and additional money to fix the problem There products have declined in quality through the years from my personal experience
Regards,
*** ***

Thank-you for the opportunity to review this consumer’s situationGE is not agreeable to taking making the requested reimbursement. GE has inspected the dishwasher and found it to be working as designed. It was recommended that the remote code for the door opener be changed to negate
the interference 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*** and apologized for the trouble she's had with her GE washer. Due to the excessive service, I have agreed to exchange the unit with a brand new washer which will come with a brand new
manufacturer's warranty from the day it's installed The order number is *** and should be delivered within 3-business days. Mrs*** was satisfied with this resolution. Please contact me if you have any further questions or concerns. Sincerely, *** ***Program Manager

GE has advised Mr*** that the unit is over five years old and out ofwarrantyAs a gesture of goodwill GE agreed to waive the trip/diagnosis fee,cost of parts, and a 25% discount on labor chargesAccording to Mr***the unit has been repaired and is currently working properlyGE
does not agreeto any additional concessions/reimbursements. Please contact me if there are any other questions or if I may be offurther assistance.Sincerely,*** ***

Thank-you for the opportunity to review this consumer’s situationGE has offered to replace the unit in question Please contact me if there are any other questions or if I may be of further assistance