Fall 2005

November

A Few Thoughts

In true fashion, GE continues to exercise poor judgment regarding customer service issues.  If nothing else, they are consistent.

• We can't quite figure out whether GE is purposely using disingenuous tactics in dealing with customers, or their internal corporate communication system is completely broken.  GE Customer Service seems totally ignorant of the promises made by GE's PR Diva, Kim Freeman on NBC-2 TV (04.15.05).
• Promises made to the public to replace identified models that have not been fixed after three repair attempts have been broken.
• Repairs and replacement policies change weekly.
• It has become evident to us that GE is determined to make it as difficult as possible for consumers to get repairs or replacements.
• GE Customer Service Representatives are consistently rude and uninformed.  When consumers question them, they are more often than not, treated with disrespect and intimidation.
  
  UPDATE:  Since December 12, 2005 when the Settlement was filed with the US Court, we have received more than 50 communications from confused and frustrated consumers who have experienced:
  • Being trapped in GE's voice-jail system
  • confusion regarding the appropriate GE phone number to call
  • some of the phone numbers published by GE for specific issues have been reassigned to "other" issues resulting in an endless loop of transferred calls
  • call hold times in excess of 30 minutes
  • denial of Settlement-related repairs or remedies in spite of owning a model specifically cited in the Settlement

A SW Florida GSS25 owner with numerous repair issues called GE Customer Relations on the special telephone number for SW Florida residents.  She was told she would have to pay $49.95 for the Technician to come to her home to diagnose the problem.  She was also advised that there could be or would be an additional charge for parts and labor.

NOTE:  Even homeowners with models listed in the lawsuit pending against GE and that GE has admitted are defective, are being told this.

The GE Customer Service Representative made it abundantly clear, that the homeowner would have to pay the service call fee.  This particular homeowner scheduled the service call anyway.  When the GE Repair Technician arrived, she provided written proof of four previous repair calls.  The Technician ordered a new, replacement refrigerator.

NOTE:  Every rule has its exception.  In this case, the exception to the GE Rule of Corporate Ignorance and Consumer Disrespect, are the GE Technicians coming into our homes.  These professionals have done a terrific job for consumers.  They have counseled about known problems and defects, fought for replacement refrigerators when they knew that further attempts at repair would be fruitless, and mentored some of us in dealing with the 'Black Hole' of GE Bureaucracy.  And we have received more than a few "high fives" and "You go girl!" from them.  Obviously, we cannot thank them by name without placing them in jeopardy of losing their jobs.  But we know that more than a few check this website regularly.  We salute you for your professionalism, expertise, and ethics.

Even though the GSS25 in question is not currently listed in the lawsuit, it still qualifies for replacement if three repairs have been performed, the problem still continues, and the second letter of the serial number (not the model number) is an "A" or "D".

Additionally, if the same GSS25's are experiencing "moisture-related issues", homeowners are entitled to free repair.  Our point is, don't be fooled, discouraged, or intimidated by what the GE Customer Service Representative tells you, or fails to tell you!

October

The Road to Settlement

We are grateful for State Senator Burt Saunders' support of our efforts.  The Senator met with Attorney General Crist to discuss the defective refrigerator issues on our behalf.  In addition, Senator facilitated our meeting with the Assistant Attorney General, Department of Economic Crimes in Tampa.  On October 3, 2005 we personally delivered a 2,000+ page evidentiary report.  We met for more than an hour with both the Assistant Attorney General and the Principle Investigator for the Economic Crimes Unit.  We were asked "What did we want the State to accomplish that the class action suit would not?"

We responded:

• There are immediate health and safety risks associated with the defects in the refrigerators.  These include:
  • food spoilage from improper temperature control
  • choking hazards from plastic shards dispensing with ice
  • high concentrations of mold in the internal water dispensing mechanism
  • documented slip and fall injuries caused by water leaking from defrosting freezers, water or ice dispensing without the benefit of being activated by a person, and leaking water dispensers.
• GE is continuing to charge uninformed Florida consumers for repairs of the known defects.
• While these issues may eventually be addressed and remediated by the class action suit, we strongly believe these issues require the immediate attention of regulatory and/or law enforcement authorities in order to protect the health and welfare of the public.

Early Fall

Important!  Don't Forget!

The process of accumulating data about all refrigerator models (but particularly those not yet included in the lawsuit) continues to be critical.  I cannot stress to you enough our appreciation and the importance of all the communications we have received from hundreds of people.  To those of you who have been collecting surveys in your own communities, please continue to do so.  These are some of the most important documents we have and helpful to us in countless ways.  Right now we are actively seeking reports from people who own models not currently listed in the amended suit that exhibit physical evidence of defects, such as:

• frost build-up in the freezer
• rusted auger in the ice bucket assembly (the metal 'spiral' in the bottom of the ice bucket)
• metal in the ice cubes
• plastic shards in ice cubes
• rust or mold in either compartment
• water puddling in the bottom of the freezer or refrigerator compartment
• water puddling on the floor

PLEASE!  If at all possible, take digital pictures of the evidence.  Also, make sure you take a picture of the identification plate clearly showing the model number and serial number.  With some models, this will require you to lay on the floor (in a most uncomfortable position!) to get a clear shot.  Then email the pictures to editor@bringgoodthingstolife.org.