Sun Chemical Corporation

Thank you for the opportunity to re-review this consumer’s situation.  Again, please be advised that Mr. [redacted]’s dishwasher is over a year old and out of warranty. As of February 15, 2018 the dishwasher has been deemed non repairable and GE offered Mr. [redacted] a prorate into a comparable model based on the age of his current unit but he declined the offer. GE has also reversed the service charges ($242.77) ,in which Mr. [redacted] did not pay but was billed, from the service repair on January 26, 2018. After reviewing the complaint further GE is also willing to refund him the $45.98 labor in which he paid for service on November 16, 2017 however, we do not agree to refund him for the home/trip diagnosis fee that was paid at that time. GE is also willing to extend the offer for the prorate should he wish to accept within the next 30 days (4/2/18) he is welcome to give me a return call to process. The refund check in the amount of $45.98 has been processed and he should receive it within 7-10 business days. 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 Mr. and Mrs. [redacted] and apologized for the trouble they've had with their GE Gas Range.
Although the appliance has been repaired, we have agreed to pick up the unit and refund their purchase price in the...

amount of $909.25.
They have accepted this as a fair resolution to their complaint.
Sincerely,
[redacted]Program Manager

Thank you for the opportunity to review this consumer’s situation. GE has agreed to exchange their defective gas range with a new unit a no charge.  The order was processed on 10/25/16.   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 tried reaching out to the Ms. [redacted] but I had to leave a voicemail.  I wanted to follow up regarding her Revdex.com complaint as well as the GE service call from 5/2. I will continue to try and reach her.  If she...

would like to contact me, I can be reached at [redacted] anytime between 8am - 1pm EST. Sincerely, [redacted]Program Manager

Tried to leave a voice mail last week and her mailbox was full.  Was able to leave a voice mail yesterday but have not heard back from her yet.

Thank-you for the opportunity to review this consumer’s situation. GE has bought back the washing machine 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The two attached photos show what appears to be a melting oven part sandwiched between the two glass panels of the oven door.  This problem surfaced barely one month after purchasing the new oven costing us over $2000.  We’ve used similar ovens over the last 35 years, and never saw a defect such as this.  The GE technician just looked at the problem and didn’t even open the oven door to diagnose the issue.  It baffles us why a supposedly reliable company such as GE would refuse to do the right thing and either repair or replace either the oven door or the oven itself.Thank you for your king assistance in resolving this problem.
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.
4/20/17 I spoke to the business last Thursday, and they gave me an estimate on the broken part #81 at 34.50 + 9.99 shipping. I originally thought it was just one part that cracked, but based on the item design, it looks like I will need another part replaced (part #**), which will have an additional cost. I am not willing to invest this much money into the replacement. Since these parts are sold on eBay, it's an indicator that they break quite often and are a common problem. I am not willing to invest close to a $100 for the parts that might break again and that should not have broken to begin with. I have owned several refrigerators that lasted much longer than 6 years and never had this problem. This refrigerator is fairly new and should not have had this issue. This clearly indicates a defect, and the business should correct it without an additional cost on my part. As I spend close to 1500 on this unit, I am expecting it to last longer than 6 years. I called the business today and left a message explaining that I am expecting the parts replaced at no cost to me. I would like to keep the complaint open until this issue is resolved.
Regards,
[redacted]______________________________________________________________________...⇄ business got back to me this morning. Based on their response, I would like to add some additional information to my complaint - is there a way for me to do that?The business is not willing to provide a replacement for the broken parts free of charge.First of all, the business is stating that my unit is 11 years old. That is incorrect. I purchased this unit for almost $1,500 ONLY 6 years ago - I have the Home Depot receipt, and I can provide a copy of that.Second, the business is stating that they are willing to sell me replacement parts at "very discounted" prices. One of the parts is sold on eBay for 99.50 with free shipping, and I saw another seller selling it at less earlier this week. GE sells this part for 134.50+shipping, which I believe was $15, and they are offering it to me for 34.50 + 9.99 shipping. Their part is overpriced (their original price is almost double of what I can pay on ebay for this item), and the discount is not sufficient considering I can buy it on ebay for 99.50 with free shipping.I spent almost $1500 on this unit 6 years ago, and I am shocked that a company like GE cannot replace a frame for this unit at no additional charge to me. I am very saddened and disappointed by company's stand on this issue. I would like to update my complaint to add this information so that it can be posted on your web site.I will definitely be posting my feedback on their facebook page.Thank you,[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. I have left the consumer a voicemail to call me back to discuss his issues with his 2 year old washer and options.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 just spoke with Mrs. [redacted] and apologized for the trouble she's had with her refrigerator. Although the unit is out of warranty, we were able to provide a discount on a part that's needed for the repair. A technician...

is scheduled to return this Wednesday, 10/26 from 1-5. I will follow up with her after the repair has been completed.  Sincerely, [redacted] Program Manager

Thank you for the opportunity to review this consumer's situation. I just called Dr. [redacted] again but received her voicemail. I am generally in the office from 8am - 2pm EST but I will be out of the office 10/6 - 10/9.  I hope to hear from her today or tomorrow. If not, I will call her again next...

week.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.
I spoke with Mr. [redacted] on 11/20 and apologized for the trouble he's had with his microwave.
I agreed to exchange it at a substantial discount, which he accepted. 
The order number is on: [redacted] and is scheduled to be...

delivered this Friday, 11/27/15.
Please contact me if you have any further questions or concerns.
Sincerely,
[redacted]Program Manager

Thank you for the opportunity to review this consumers complaint. Please be advised that GE Appliances has agreed to replace Ms. [redacted] range. The replacement order has been processed. Sincerely,[redacted]

Thank you for the opportunity to review this consumer’s situation. I spoke with the consumer this morning 1/13/17.  We discussed her overall customer experience and I agreed to offer her a no charge unitized laundry replacement.  She accepted.   Please contact me if there are any...

other questions or if I may be of further assistance.   [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 am very much aware that my model was not apart of the recall. The offer I received was to purchase a new washer for the amount of $441.67. The cost I was quoted to repair my current washer is $442.90. This is not a significant savings or enough to make me want to continue being a customer of GE. The model which was selected has a msrp value of $500.00. My local retailer has that exact same model with a sale price of $359.00. It is redundant for me to pay $441.67 for the same washer that I can purchase from a local retailer at a lesser cost. Yes, my washer is eight years old but a complete tub and basket should not have to be replaced. My mother has a washer that she has had for twelve years that has not needed any repairs. I disagree with the statement about it not being a safety concern. A washer filling with smoke, smelling like burnt rubber that could have caught fire if I was not home is not a safety concern? As a result of the smoke and smell of burning rubber, I have to replace my work clothes which is an inconvenience since I have to spend more money. If the Representatives of GE are willing to sell me the washer for the exact price as my local retailer of $359.00 with an extended 3 year warranty, I will purchase the washer and give the GE brand another try as oppose to one of its competitors.
Regards,
[redacted]

we have agreed to exchange this consumer's microwave

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. I have spoken with Mr. [redacted] and agreed to exchange due to the excessive service he's had on his dishwasher. I told him to expect 5-7 business days for delivery.  Please contact me if you have any further questions...

or concerns. Sincerely, [redacted]Program Manager

[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 [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]