Quick Response From GE

Although it took almost a week for the first response to come, the next several responses came much more quickly.  


May 26th, 2011. 6:28 pm

Hello again Ms. Baty,

I'm sorrry these tips did not help. I would like to establish a Consumer Relations case for you but I will need the model, serial number, and installation date for the microwave in order to proceed.

I will look forward to your reply and helping you with this.Nikki

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May 26th, 2011 7:54 pm
Nikki-

Thank you for your timely response. Below you will find the model, serial number and installation date for the 3 appliances with which we are having difficulty.

Microwave:
Model #:JVM187SK03
Serial #: TH905499 B
Manufacture Date: October 2005
Installation Date:  November 2006

Refrigerator:
Model #:PSS26LSRFFSS
Serial #:DL401563
Installation Date: November 2006

Dishwasher:
Model #:GLD5860L00SS
Serial #:RH806454B
Installation Date:November 2006

Wendy Baty

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May 26, 2011  8:33 pm

Thank you for working with us Ms. Baty,

I value you as a consumer and want to do what I can to retain your loyalty to our brand. Therefore I would like to offer you a Good Will Certificate (GWC) in the amount of $200.00 which can be used toward the purchase of a GE or Hotpoint appliance, service, or parts and accessories.

It is similar to a rebate (full payment is made at the point of sale) and you would then receive the rebate. It is valid for 1 year from the date of issue. If you wish to use it for service on your three appliances before you receive it, send the certificate back to us within 30 days of receiving the GWC. To accept this offer, please reply back to this e-mail and I'll be happy to begin the process.

I have opened a case for you - case number 11911553.

I will look forward to your reply and helping you with this.
Nikki

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May 26, 2011  9:20 pm

Nikki-

We appreciate the goodwill gesture and would love to accept the certificate, however, we have some reservations.
The total purchase price of these 3 appliances was $2,458 4 years ago.  This GWC represents less than 10% of the cost of these appliances.  If we choose to have service on these appliances, the total service bill will be much more than this.  There will be the initial cost of the service call, the cost of the parts for repair, then a second charge for service to install when the parts are received. 

Our second reservation is the rebate format.  I understand that to be that we would pay for the repairs upfront, then receive a rebate some time after the fact.  We are a middle class family of six.  Paying for this kind of an expense upfront would be a hardship for us.  Additionally, we purchased  top of the line appliances knowing that we would be including them in our home mortgage.  We wanted to make sure that whatever we purchased would last.  At his point, we are still paying for appliances that we can't use.  We have a 15 year old microwave and a 20 year old refrigerator on our back covered porch right now while the stainless steel microwave and refrigerator in the kitchen do nothing but look pretty. 

We believe that GE should be responsible for the full costs of repair to our appliances. 

Respectfully,

Wendy Baty