Summer 2005

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!

Here For You

For over a century, GE has provided you with the products and services you've come to rely on.  For general inquiries, online scheduling and troubleshooting, you can call the GE Answer Center at 1.800.626.2000 or online at www.geappliances/geac.com

If you are having moisture related issues with your GE refrigerator, call 1.866.839.4463.  You can always expect the best from America's number one preferred appliance brand.*

* GE is the appliance brand most often mentioned among the brands rated as offering the best products and services in America.  Source: Harris Poll, 2003.

Text from ads placed in SW Florida Newspapers by GE in June 2005.

When these ads appeared in local newspapers, we hoped for the best.  We were anxious to see if GE would truly step up to the plate and take responsibility for their defective refrigerator problems that were causing so much inconvenience, trouble, and expense.  As time went on though, we began to receive telephone calls from confused appliance owners throughout our area.  The pattern appeared almost immediately: GE Customer Relations Representatives were informing callers that there would be a diagnostic service charge.  Additionally, parts and labor charges might also be imposed depending upon the GE Technician's diagnosis.  We surmised that this tactic was intended to discourage the service call from being scheduled.  Moreover, in many cases it worked.

Many people called us to say that they did not schedule the service call for fear of the cost.  We heard an endless chorus of, "What should I do?"  We advised everyone:

• Call GE back.
• Schedule the service call.  Ignore the CR Rep.
• Deal with the Technician.

The people who followed this advice received free repairs, new doors, or new refrigerators.  We have no way of knowing how many people are still "out there" with the classic moisture-related issues, are not getting what they were entitled to, or any of the remedies that GE promised.  A vast number, we are sure.

Here For You?  We Think Not.

We have been able to determine from speaking with hundreds of SW Florida GE appliance owners, that the purpose of these advertisements was to solicit more customer-paid repairs on defective appliances.  GE attempted to charge a diagnostic fee of $49.95 (or more depending upon location) to many of the callers who responded to the half-page advertisements that appeared in three SW Florida newspapers beginning the week of June 6, 2005.  Apparently, it was not enough to charge customers over the past three to four years for repairs of known defects.  Never one to miss an income producing opportunity, GE further lured the public with the misleading ads that gave the impression that GE was finally taking responsibility for the defective appliances.  The inference was that if you called one of the GE Answer Center telephone numbers, you could rely on the promise that GE offers "the best products and services in America'.  In other words, the customer would not be charged for a moisture-related repair.

Promises, Promises . . .

Let's all refer back to the promises made during interviews with Kathryn Simmons of NBC2-TV, the Naples Daily News, and the Fort Myers News-Press in several articles that appeared in print.  Through their spokesperson, Kim Freeman, GE promised to fix the 'moisture-related issues' and/or replace problem 2001 and 2002 production units if they were not fixed after three repair attempts.  In their statements, GE referred to GSS22 and GSH22 models, not specific serial numbers.  They referred to 'moisture-related issues' in the half page advertisements they placed in three SW Florida newspapers with no reference at all being made to any specific model numbers.  Many callers reported to us that the GE CSR stated that the special program was for Island Walk residents only, or they never heard of the program.  Even in cases where the GE CSR was aware of the program, some were telling consumers that their particular model and serial number was not included in the program and they would have to pay for a repair.  Despite these consumers describing rust, water on the floor, mold, and frost, to the GE CSR, they were denied the very resolution that GE had publicly promised.

The same symptoms have surfaced in too many model numbers to list here, and so we do not necessarily see this as being a specific 10-digit model or serial number exclusionary situation.

• The GSS22 and GSS25 model families for instance, are riddled with the same problem.
• Models such as GSH, GTS, PSI, PSS, TFX, TPX, and HSS should qualify based on the 'moisture-related' symptoms standard, regardless of the remaining digits of the model number.
• Some 20 cubic foot models are affected, and free replacements have occurred when the homeowner forged ahead and scheduled a service call despite the GE CSR's caveat of potential service charges.
• Many 25 cubic foot model owners have received free repairs, doors, and replacement refrigerators by ignoring the threat of service charges being imposed.

A New Generation

Many 2003 and 2004 models are exhibiting moisture-related problems, traced to what appears to be defective doors that began to appear in 2003 production lines.  GE Technicians have been cautioning since the beginning, that replacing the doors on the 2001 and 2002 models is not a fail-safe solution.  Sure enough, they were right.  We have documented reports of people on their second and third set of doors.  One consumer has received four sets of replacement doors.  We have urged consumers to demand a replacement refrigerator, not new doors.  Some have succeeded and some have not.

Upcoming Campaigns

We are planning our next campaign - GE Spacemaker microwave oven fires.  There are four news reports by ABC Action News in Tampa Florida, documenting this defect:

"Anywhere from 2 to 4 years after installation, a defect in the control panel can cause the GE Spacemaker microwave oven to turn itself on, overheat, and catch fire.  If not caught immediately, the fire will spread up through the exhaust vent and into the attic.  When this defect 'kicks in' during a cooking cycle, the oven will not turn off as programmed.  It will overheat and start a fire in the oven cavity.

One Pinellas County family suffered $300,000.00 damage to their home when this happened to them.  The Pinellas County Fire Marshall and two independent forensic fire investigators have concluded that the GE Spacemaker microwave oven defective control panel was the cause of the house fire.  Additionally, we have uncovered more reports documented by fFire Marshalls in other states.

Our own research has uncovered a defect in some microwave heat sensors.  When the temperature inside the oven exceeds a critical level during a cooking cycle, the heat sensor is supposed to shut down the microwave completely and prevent it from being turned back on until the internal temperature returns to normal.  When this fails, items such as popcorn or potatoes burst into flames.  As usual, GE blames 'consumer misuse', particularly if paper plates or paper towels were used during the cooking cycle.

Finally, widespread arcing (and failure) of the turntable motor and/or motor wires as well as a high rate of magnetron failures is under investigation.

Our second campaign concerns the sudden and violent explosion of the front glass panel on GE oven doors.  We have documented several cases of this problem not only in Florida, but in Illinois where the exploding glass narrowly missed a 15 month old toddler.  When the glass exploded, the shards were so hot that they continued "bouncing like thousands of jumping beans" (owner's description) until they cooled.  This left her vinyl floor scarred.

Nancy Grogan (Editor and Webmaster), is another victim of this awful situation.  As she stood in front of her stove, stirring a pot (with no warning whatsoever), the glass exploded into thousands of shards of glass.  When she realized what had happened, she looked down to see blood dripping down both legs from the impact of the shattered (so-called safety) glass.  If you, or anyone you know has experienced either Spacemaker microwave or glass oven door disasters, please contact me as soon as possible.