GE Range?

Today’s question is:  Why don’t manufacturers of household appliances stick by their products and admit mistakes?

Background:  After having a lemon of a dishwasher for 6 years I really have a low tolerance for appliances that aren’t built to last, which brings me to today’s story.

My cousin (husband’s side) bought a new GE Monogram Professional Range five years ago.  This is GE’s top of the line model and she spent a boat load of money purchasing it.  It developed a problem, it made a noise, it clicked, she finally called to have service come to fix a sparking burner.  A sparking burner, that, for the record, sparked a minute at a time, for hours on end.  Clearly some sort of defect.  So they came, they tried to fix and instead they broke the entire unit.  The whole thing.  The gas line, the burners, the oven, the half oven, all of it.  So they left her a message about it…..here it is verbatim from the GE customer service rep:

 ”We were actually rejected simply because – and this is the way my supervisor explained it to me – the tech did damage the appliance during the repair. But he would not have been able to repair the appliance at all without attempting what he did attempt. He also said that often happens when you are attempting that particular repair. Had we not attempted that repair, we would not have been able to fix the unit at all. It does happen when they do attempt the repair.”

What they are saying is that it is not their fault that the unit is broken, or it’s not their fault they broke it.  I guess they are saying, every time they try to fix this problem they break the whole thing and they are sick of replacing them so now they have decided it’s not their fault.  However, they are ever so happy to offer a discount on a new appliance.  They broke a 5 year old, defective, $8500 professional range and they say it’s not their fault, but they are happy to offer a discount for a new one?  They must be kidding.  Is this all we can expect out of our appliances these days?  If that is the case there is no point in spending more than the minimum.

How about integrity?  Does GE have any?  How could they go in to fix the unit, that was running perfectly fine except for the sparking burner, and come out breaking the whole unit and think offering a discount on a new (did I mention they cost about $8500?) one is in any way a good deal.  Who spends that much money and thinks they would be spending another cent on a range for at least 15-20 years?

I give my cousin credit, she is standing her ground and trying ever so hard to make GE see that they are the ones at fault here.  Let’s hope it works.  In the mean time, my cousin has resorted to using her GE Monogram professional range as a stand for her indoor grill.  She is currently requesting suggestions for Christmas dinner on the little grill, please leave one in the comments.

I simply don’t understand why companies do not stick by their products these days.  Shame on them.

November 29, 2011 @ 3:16 pm

5 Comments »

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    Thanks Colette! Appreciate giving this egregious corporate behavior more light and air. What they also did was create a potentially dangerous situation. The gas line had to be shut off; had it been left on and one of us bumped into the knob causing the unit to spark, we could have caused an explosion.

    What irritates me to no end is the duplicitous behavior: GE behaves as if they are fully entitled to come in and ‘attempt’ to fix an appliance, not let the appliance owner know that the risk of complete destruction of the appliance is a potential – and apparently REGULAR – outcome of the attempted fix (thus giving the appliance owner the choice of opting out of the fix, disclaiming all responsibility for the destruction of the property, and the offering a ‘deal’ on a new one. I started with an appliance that had 3 working burners,another that worked (but clicked), an operating griddle, and operating grill, and operating full-side oven, and an operating half-size oven. Did I mention that the repairman was originally there repairing a Monogram dishwasher that leaked water all over my wood floors? That I innocuously asked him to check out the burner? That he came back 4 times -with multiple calls to GE’s engineering department for advice on the fix – AND NEVER ONCE TOLD ME that the fix could destroy the unit? I am now left with a completely inoperable – and potentially dangerous – unit (did I mention this kicked off with a clicking burner?) and an offer to ‘replace’ the unit for probably several thousand dollars. Doesn’t it just smack of corporate extortion? And this coming from a company that paid no Federal income tax. Looks like they moved on from screwing the American Public and finding new and inventive ways to screw their own customers. Never again. GE will never get another DIME of my money.

    Comment by Monica Cassier — November 29, 2011 @ 3:30 pm

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    The newest update, GE has offered to sell her a replacement range for $5000. Yep that’s right, it was mostly working before they got there and now she is supposed to pay $5000 for a new one. Nice of GE customer relations huh?

    Comment by Colette — November 29, 2011 @ 5:46 pm

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    If you haven’t already…..write a letter…send copies to CEO of GE, Service VP, GE Customer Service, State Attorney General, and any other exec you can think of. Include copies of pertinant materials. You can get the names from library research department and by telephoning the company. Give em hell.

    Comment by Al — November 30, 2011 @ 6:51 pm

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    Geez, sometimes you have to break some eggs to make an omelette or not do that either.

    Comment by GE Guy — December 1, 2011 @ 8:21 pm

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    GREAT NEWS! GE CAVED!

    Here’s the message from my cousin (facebook clarification on how she got them to cave):

    I need to clarify something: I worked my ass off. But in the end I found someone who knew someone who knew someone. The last someone made a single phone call. It’s not what you know but who you know, sadly. I fully believe “consumer relations” is engineered to wear down the consumer. It’s a war of attrition. The one good piece of advice I got was “find an advocate with muscle”. I was lucky. I feel for those who aren’t connected or as persistent or have family and friend who are attorneys and thus have access to free legal talent. It a jungle out there.

    Comment by Colette — December 1, 2011 @ 11:13 pm

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