Below is a copy of the e-mail that we received from them as well as my response. Unfortunately, none of the suggestions that the service representative suggested were relevant to our problem. I will give GE credit, however, for the fact that Nikki was much more polite and professional than my unnamed friend at Lowe's.
Dear Ms. Baty,
Thank you so much for contacting GE Appliances. I apologize for any inconvenience you have experienced as a result of this situation.
I have a few suggestions you may want to check:
Refrigerator:
If you have a chilled deli or meat pan, the first suggestion I would have is to set your meat pan to a warmer setting. The highest setting can sometimes cause surrounding areas to freeze. Wait 24 hours for the unit to adapt.
If this does not help, check your temperature settings. Most no-frost refrigerators work the same. The freezer cools both sides. The control for the refrigerator section operates a mechanical duct that allows more or less air to flow to the fresh food section. Try setting the refrigerator control to a warmer setting. Your digital display will show the actual temperature and will change with the temperature accordingly. If you wish to check the setting, press your temperature control pad and it will show you the setting you have selected before switching back to the actual temperature. Allow 24 hours for the changes to take effect.
When you mentioned the freezer is dripping water, is this from defrost drainage? The usual evidence of a clogged drain in a side by side is the discovery of ice under the bottom basket in the freezer compartment, in addition to a puddle of water on the floor when it runs out the freezer door. Some side-by-side models have the defrost drain hole located on the back wall of the freezer, just up from where the floor slopes up to the back, in the center. In some models it is behind a plastic panel held in place by a screw. Remove screw and panel, and the drain hole will be visible.
Flush out the drain hole with a solution of 1 tsp. baking soda and 2 cups of hot tap water in a meat/turkey (bulb) baster. When clear, you will hear water running down into the drain pan below.
If the water is coming from the icemaker, turn it off and then the water supply until service can repair it.
Microwave:
If the microwave shuts down during a cooking cycle, check to be certain that the fuse or circuit-breaker protecting the outlet into which the cord is plugged is operating. If the fuse has not blown and the unit is not operating, this sounds like an overheating situation.
Overheating can occur after several back-to-back cycles of cooking (long cooking times) or if the microwave air clearance requirements have not been met. Please consult the Owner's Manual regarding air clearances for your particular model.
If the microwave turns off before the set time is complete, it can be due to a covered or blocked oven vent around the case. Uncover the vent or reposition the oven so that the vents are not blocked. This will assure adequate airflow around the oven.
Wait approximately 30 minutes to see if the microwave power returns. If power does not return to the microwave, this signals a problem.
If this is an over-the-range model, overheating can occur after several back-to-back cycles of cooking (long cooking times) or if the microwave venting requirements have not been met. If you are recirculating back into the kitchen it may be time to replace your charcoal filter. If you are venting to the outside be sure there are no obstructions in your ductwork.
Wait approximately 30 minutes to see if the microwave power returns. If power does not return to the microwave, this signals a problem. Try resetting your electronics by disconnecting power to the unit for 10 minutes or so at the breaker or fuse box.
If these suggestions do not help, I recommend contacting GE Consumer Service to schedule an appointment for an authorized technician to service the unit. They can be reached at 1.800.432.2737, Mon. - Fri., 7:00 AM to 10:00 PM, and Sat. - Sun., 8:00 AM to 6:00 PM, EST.
You may also visit the website below for more information about GE Service and for assistance with scheduling a service call online at: http://localgeappliancerepair.
Please don't hesitate to contact me again if you have any further questions or concerns.
Sincerely,
Nikki
Appliance Specialist
Consumer e-Response Team
GE Appliances
Check out our new GE Appliances Community!
http://community.geappliances.
My Response:
Dear Nikki
Thank you for your response. Unfortunately, it seems that your suggestions will not be the solutions to our problem.
1. We do not have chilled deli or meat pan.
2. We have experimented with placing the refrigerator on a warmer setting which has not changed the effect of our bottom drawers being frozen. (Not just a little ice crystallization, but to the extent that apples are freezing solid.)
3. The freezer drips water from the ice maker, because the freezer is not freezing properly. The water from the ice maker will then drip down and freeze toward the bottom of the freezer causing icicles to form between the grates/shelves. The food at the bottom of the freezer stays frozen, the food at the top of the freezer thaws and spoils.
4. The microwave shuts down during a cooking cycle but there is still power to the breaker and to the outlet in which it is plugged.
5. It is not due to back to back heating cycles as the microwave is only used in the evening to reheat leftovers and pop popcorn. No one is home to use it during the day and it has never been used for cooking, only reheating. It shuts off like clockwork if it is used for more than 3 minutes. IT always turns off in the middle of a cycle.
6. The microwave is an over the range model and the vent is clear. We have verified this by turning on the vent fan and then going outside to the vent where the air is clearly flowing.
7. When we last spoke with GE Consumer Services regarding the microwave we were told that it was likely a "board" that needed to be replaced. We were told that the board would cost $175.00 and that the service charge to come out would be at least $75-$175. And there were no guarantees that replacing the board would fix the problem. With an estimate for $325 for repairs, this is nearly 80% of the original cost of the microwave ($412.20). The quality of this appliance is in question when there are significant repairs necessary to an appliance that is only 4 years old.
We would like to be able to contact Consumer Services to schedule repairs, however we will be unable to do so until GE can assure us that they will be responsible for the costs of said repairs. We do not feel that it is a reasonable expectation for GE to expect consumers to pay for costs on appliances that are 4 years new.
We anxiously await your response.
Wendy Baty
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