Here is a letter that I am in the process of writing, if either of the two people who also had problems with GE still read this board, I would be delighted to get some addresses to where I could send this letter!
My husband and I own a GE refrigerator that was brand new when we purchased our home 8 months ago. Beginning about two and a half weeks ago, we began to have some serious problems with the compressor not turning on immediately. It would make a clicking sound for five to ten minutes and then turn on. The ice maker would also only work some of the time. On Wednesday March 21, 2007 I decided I would call GE Customer Service to get someone out to take a look at it because it seemed to be taking longer and longer to turn on and clicking more and more frequently. My first call to the customer service telephone number was more than disappointing. After being on hold for more than ten minutes and navigating through confusing numerous menus which only took me to automated systems I finally got a real person on the other end of the line. Once I explained my problem to the woman on the other end of the line, she told me the clicking sound I was hearing was completely normal, that it was the coolant moving through the warm coils. She said that if I didn't hear the sound, then I should be worried. She did offer to send me a replacement ice maker through the mail.
After hanging up with her, I called back immediately and after being on hold for another ten minutes I spoke to a gentlemen. He saw in his computer that I had recently called, had an ice maker ordered for me and he verified my mailing address. It turns out that the previous woman did not verify my mailing address before hanging up with me and it would have been sent to our old residence had I not corrected it with the gentleman. After explaining my problem again, the gentleman wasted no time in recommending that a technician be sent out to look at the refrigerator. He could not get in touch with any of the repair companies in my area so he told me that a "quick response" team member would call me back within 24 business hours. I fully expected a call back before the end of business on Friday March 23rd but I never received a phone call back.
During the night of Friday March 23rd, our refrigerator starting clicking constantly and the compressor never turned back on again. On the morning of March 26th, I called GE again and after being on hold for almost fifteen minutes I discovered that we had been assigned to a company to have our refrigerator looked at. I called them immediately and after explaining my problem, I was told by them that they couldn’t fix the problem. By 11am that same day I was back on the phone again with GE and I was told once again that we would be assigned to another company and a “quick response” team member would be in touch with me within 48 hours. Meanwhile, our refrigerator still had not turned back on and all of our food spoiled and had to be thrown away.
Both on March 27th and March 28th I called the automated system to check on the status of our repair. It still had no been assigned to a company to see what the problem was with our refrigerator. During the afternoon of March 28th, after being transferred three times to other departments who were supposed to be able to help me and being on hold for long periods of time, I finally spoke to a supervisor who managed to find a company to come out and evaluate the refrigerator. It only took him ten minutes, and I never did get a call back from the “quick response” team.
Shortly after twelve noon on March 30th, a man from another company came out to take a look at my refrigerator. He was here for about 15 minutes and told me it was a burnt out evaporator fan motor. He said it would need to be ordered and to call their office back on Monday to find out when the part would come in. At 10am on April 2nd, I called the company to find out when the part would be in. I was told by the woman on the phone that she hadn’t even ordered the part yet, she had until noon to do it. She said she would call me back after she ordered the part. At about 1:30pm that same day she called me back and told me that the part had been ordered, it was in stock and that it would be there in a couple of days. She also told me that she would call me back after the part was in to make an appointment to have the refrigerator fixed.
Again, I was expecting a phone call at least by the end of day on April 6th, but the call never came. Our refrigerator is still not fixed and it’s been two and a half weeks since I originally called the GE customer service line. I believe that I have been very patient, even though I have been put at an incredible inconvenience with one of the most important major appliances in my home not working at all. I have two small children (4 years and 9 months) and I can’t even keep fresh milk, vegetables, or fruit in the house for them. I believe that I have seen very poor customer service and I have not been treated as a valued customer.