I contacted GE's special programs and recall issues about the control panel bubbling on my oven (Model JKP30BMBB) purchased on 12/06. I was told that the part is defective and would have been replaced at no cost had I called within 3 years of purchase. I called at 31/2 years. Consequently, I was told by that GE would pay for replacement part but not install cost of $199.00. I argued that the amount of time it took me to report problem shouldn't be an issue re: labor costs considering the part was obviously defective since they agree to give me the replacement part at no charge. I also registered the product and never received any notice about the defect prior to the 3 year mark. Consequently, I spoke with Jamie (supervisor) and was told that GE wouldn't budge on the install price of $199.00. I then called GE's Customer Relations dept. And spoke with Tywana. She agreed to send the replacement part to me and reduce the intall price to half the cost of the original quote from the Special Programs and Recall Issues Dept (Jamie) of $199.00. I now agreed to schedule the service for the $99.50 price offered by Tywana. I was given a case # 11952841.
When the repair person came to my he to install the replacement part, he said he wasn't authorized to do the job for less than $199.00. I suggested he call with my case #. He did and put me on the phone with Dusty (Special Programs and Recall Issues Dept.) She said that she couldn't honor the $99.50 price quote I was given by GE's Customer Relations Dept. (Tywana) even thought she did see that I was quoted that price when she looked up my case # 11952841. I consequently asked her to contact Tywana in the Customer Relations Dept. Since she gave me the quote and documented it. Dusty rudely told me she couldn't call her because Tywana is in another dept in another state. Dusty said she's sorry, but Tywana wasn't authorized to give me the price. I explained that this is GE's problem and not mine to resolve since I'm the customer, not the employer. I then asked to speak with Dusty's supervisor, Jamie. Jamie said that he has the final word and the price quote of $199.00 would not change. I then told him that I would pursue this further and sent the technician on his way.
I want to have the part installed at the price I was given by Tywana in the Customer Relations Dept as stated in my case notes. This practice by GE is unacceptable. I shouldn't be penalized for errors made by their employees. The price I was given should stand!!!
B. Bullock
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