GE appliance repair disaster: Multiple failures despite warranty!
All of Jacquelyn Smith’s GE appliances broke down at the same time. Repeated visits by GE technicians have failed to fix the problems. What can she do about this appliance repair disaster?
Question
I ordered GE appliances during the pandemic, including a new range, refrigerator, and dishwasher. GE delivered them in February 2022.
The range and refrigerator have malfunctioned from day one. The refrigerator froze food no matter what setting. The range consistently burned and boiled food one notch above “low.”
I had three visits by GE technicians for the fridge in the first five months, and they replaced various parts. But now the compressor on the fridge isn’t working.
I’ve sent in 15 videos about the malfunctioning stovetop.I’ve had six GE appliance repair visits to address the nonexistent calibration of my range.
I would appreciate a full refund or replacement with similar appliances that actually work as they should. Can you help? — Jacquelyn Smith, Califon, N.J.
Answer
It’s unusual for one appliance to break down on the first day. But two appliances? That’s got to be a first.
What went wrong? I think GE would like to blame this on the pandemic. You ordered these appliances during the lockdown. It took months to deliver them. It’s possible that there were production issues that caused your appliances to fail.
While GE offers a standard one-year GE appliance warranty for most of its appliances, an implied warranty also applies. It’s not something written in a contract, but it’s an implicit promise that your appliance will work as advertised. I have more on implied warranties in my guide to getting your appliance fixed on this site.
How to tell if you’re headed for an GE appliance repair disaster
Could you have avoided buying all of these inferior kitchen appliances? Maybe.
Here are a few questions to ask if you want to distinguish between a high-quality appliance and one that may sputter to an untimely end:
What’s the brand reputation?
Find a brand known for its commitment to quality and reliability. Companies with long-standing reputations for excellence are more likely to produce high-quality appliances. (Related: Help! My “outdoor” GE water softener doesn’t work (and I think I know why.)
What’s it made of?
Choose appliances made from durable materials such as stainless steel, cast iron, or high-grade plastics. They’re more likely to withstand daily use. (Related: I just want a refund for this rusty washer!)
Is it energy efficient?
Look for appliances with energy-efficient features, such as Energy Star ratings. Not only do energy-efficient appliances help reduce utility bills, but they also tend to be built with higher-quality components. (Related: My new GE range shattered. Do I have to wait two months for a repair?)
What’s the warranty?
A longer warranty period often indicates the manufacturer’s confidence in the product’s quality.
Bottom line: Research customer reviews and find companies that prioritize quality if you want to avoid a sudden GE appliance repair disaster.
Here’s how you resolved this GE appliance repair problem
It looks like you followed all the steps to what should have been a successful resolution. You contacted GE through its customer service department. It sent a technician. That didn’t work, so it sent another technician. And the process repeated itself several times until it became clear that the only solution was replacing all of your appliances or refunding you.
In my experience, manufacturers are slow to get to that point. That’s because replacing an appliance is a big decision that drags down a company’s profits. For an appliance manufacturer, it is the last resort.
You shared compelling evidence with GE that its appliances didn’t work, including videos and photos. By the way, good work keeping such detailed records. Most customers would have just demanded a refund with no evidence to support their request. You had the goods.
A brief, polite email to one of the GE executives might have spurred the company into fixing this. I list the names, numbers and email addresses of the GE executives on this site.
You reached out to my advocacy team for help. I contacted GE on your behalf. GE agreed to replace your appliances at no cost to you.
Christopher Elliott is the founder of Elliott Advocacy, a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can’t. He’s the author of numerous books on consumer advocacy and writes three nationally syndicated columns. He also publishes the Elliott Report, a news site for consumers, and Elliott Confidential, a critically acclaimed newsletter about customer service. If you have a consumer problem you can’t solve, contact him directly through his advocacy website. You can also follow him on Twitter, Facebook, and LinkedIn, or sign up for his daily newsletter.
This story originally appeared in the Elliott Report under the headline, GE appliance repair disaster: Multiple failures despite warranty!
