Sun Chemical Corporation

Thank you for the opportunity to review this consumer’s situation.  Please be advised that Ms. [redacted]’s refrigerator is over three years old and out of warranty. As a gesture of goodwill GE has serviced the unit over the last three years at no charge. At this time GE has offered her a...

significant discount into a new comparable model in which she has declined. Please contact me if there are any other questions or if I may be of further assistance. Sincerely,[redacted]

I have agreed to buyback this unit.

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.Since I purchased the part on my own and repaired the appliance on my own, GE is unwilling to reimburse me for the expense of the part, which should have been under warranty.  I was told that if I had not done this, something could have been worked out to a certain extent.  I assume GE expected me to go weeks without a working refrigerator/freezer while this issue was on the table.  It appears the matter will not be resolved, so I will not be amending my complaint the GE has failed to back their faulty product.
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
  GE assigned a customer advocate after I filed the complaint and...

they came up with a solution that was acceptable to us. I couldn't find how to let anyone know on the links shown above. [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.
I lost his e-mail. Finally found it and  I did forward the scans of the receipt and all the phone #'s I spoke to.  I have yet to receive his response. I will accept it once I find out what GE will do for me.
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 washer.
He said he has not had any service on this unit but currently has a call set up with[redacted] for this Saturday, May 9th.
We...

have offered him a check in the amount of $30 as a good will gesture.  
I told Mr. [redacted] that I would follow up with him the week of the 11th.
Please don't hesitate to contact me with any further questions or concerns.
Sincerely,
[redacted]Program Manager

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

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 accept this resolution after speaking with Ms. [redacted] and receiving her personal guarantee that if their inferior, defective range malfunctions again, she will be the only contact person to resolve the issue. I am trusting at the time of the new malfunction (which I am sure will happen soon), a new unit will be provided free of any charge. A new unit was offered to me at this time by Ms. [redacted] for $595.00. This was totally unacceptable for the major inconveniences I have suffered due to GE's shameful product quality and poor customer service .
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]

[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 has issued a reimbursement check and is picking up the unit in question. 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 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]

I have filed a complaint on this before, but a GE customer rep. called and was really rude about the fact that I did not reveal all the facts. I thought that...

the warranty issue was enough. The rep. seemed mad because I complained about [redacted] not handling the warranty but to make GE honor the warranty. That was my main complaint. I did not tell Revdex.com about the machine sparking out and smoking up the laundry room, the machine broke down no matter what. The repair men were incompetent ordering parts before they came to the house and looking at the machine. Now I hope the GE rep is happy that the Revdex.com got all the more info to carry this complaint to the end. I hope that this clears up all matters. Thank you, Mr [redacted] p.s. I bought another new washer from [redacted] ([redacted]) Credit my account for a 6month old washer that broke. Bought on 12-2-2015/broke on 6-18-2016 the machine has factory warranty for a year. Have GE pick up after my account is credited. $538.00 Billing Adjustment

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]

I am sorry that we are not able to offer any concessions on this 10 year old appliance. The parts warranty from the repair in 2010 has expired. Sincerely, [redacted]Program Manager

Thank you for the opportunity to review this consumer's situation. I have spoken with Mrs[redacted] and apologized for any confusion regarding her refrigerator replacement. I informed her that our delivery companies do not run or supply water lines but will hook up a water line if one is already...

existing. She wanted to return the refrigerator.  I told her that she had accepted this as a replacement and if we returned, this brand new unit would have to be thrown away and she would incur restock fees.  She was not happy with this resolution.  She said she was going to put a stop on the credit card payment. Please contact me if you have any further questions or concerns. Sincerely, [redacted]Program Manager

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.

Thank you for the opportunity to re-review this consumer's situation. Please be advised that Mr. [redacted]'s unit is over three years old and only has a parts warranty remaining. As a gesture of goodwill GE has offered to waive the home/trip diagnosis fee, the parts are covered under warranty and Mr. [redacted] would be responsible for labor.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.
From the response of GE officer, it is obvious that GE concealed important details about this complaints.  The refrigerator has experienced defect in year one, instead of fixing the problem, GE decided to put on a temp fix and agreed to do the same fix if the temp fix did not work.  It is not like what GE officer said, I asked him to repair the 5 year old refrigerator and never paid anything for the past 4 repairs.  People can understand GE would not pay for 4 repairs without charge to me unless for special reason.  Because the refrigerator has defect, never got fixed by GE, so GE covered the temp fix cost.   I would like Revdex.com help.  I bought a defect refrigerator, manufacturer has responsibility to fix/replace the defect.  GE should treat this complaint as a defect product but not properly handled under warranty period, which is positive and responsible way to handle product quality.  Now GE treats this complaint as GE did not want to repair a 5-year old product. 
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.
[redacted] Refrigerator ORIGINALLY has been manufactured with NO INSULATION - it is just fraud comitted by GE Appliances. They did it deliberately. For refrigiretor that cost is $2.5K having lifetime 1.5 year - it is when the first sign of refrigerator failure appeared-water supply and ice-maker stop working because freezing water pipes  and it is when I first contacted GE Appliances. GE Appliances commititng a fraud and to offer to buy a new GE refrigerator  is humiliating. I am requesting ARBITRATION. For public release here photo of refrigerator chamber split in half because of ABSENCE OF INSULATION  
Regards,
[redacted]