This posting is nearly so long as the problem itself. A fascinating and annoying story of how poor customer support increased towards the GE Chairman's office. All might have been solved when the uncooperative GE equipment customer support team had managed my original calls correctly. Nevertheless, it did not end there as well as in the greatest degrees of GE, you will find problems. The next notice was delivered after numerous calls... Continue reading, it just gets worse.
December 12
GE Headquarters
Lewis Graft
GM of Customer Relationships
AP6 Space 129
Louisville, KY 40225
Mr. Graft,
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I'm creating in disappointment so that as a final resort since my numerous telephone calls to GE customer support have led to insufficient outcomes without any return calls with no info on document of some of my prior calls, purchases, or even the present position of our issue.
In October, our fridge door was examined along with a freezing water point was found by Ross the restoration specialist. He requested a brand new doorway. While shipped, he found it had been wrong and also the handle didn't fit correctly. He explained he'd purchase a brand new doorway. Months passed and that I named GE customer support and his mobile phone. There is no purchase to get a new doorway and he never delivered my phone. After speaking with many individuals, a “manager” stated somebody could be out to repair the issue.
About The evening Wes, the brand new specialist, came he'd no idea exactly what the issue was. When I was detailing the handle problem, 3 wrong components came. He explained these were incorrect which we required a theme for drilling holes within the doorway to add it. He got the wrong components, and stated he'd purchase the theme.
Once The theme came, he returned to set up the handle simply to realize that the theme was incorrect. After going many openings, Wes “made the handle fit” by altering a niche such that it wasn't that apparent. He suggested he might advise somebody of the issue, because we weren't happy.
I quit calling and waited to become approached by somebody regarding how they'd correct this case. Alternatively, recently a fridge door came. I named customer support again and was informed with a “manager” that there is no report of any purchase. I'm ashamed using the insufficient professionalism and effectiveness of the client support team to get a client who bought a long warranty, their failure to monitor requires the final many months, and also the conflicting problem of the wrong fridge door handle.
Following The notice was delivered I obtained a voicemail from the Natasha from Customer Support telling me that I ought to contact the client support point again. At this time, I smashed through the voicemail program in Lexington, KY and quit a note for Mr. Graft. It had been delivered by KJ of the GE Chairman’s workplace.
After several conversations, and another visit with a technician the next mail was delivered to KJ on 2/6
Dear KJ,
I am writing to explain and review recently's voicemail and discussion concerning the fridge door problems. & most significantly to indicate two obvious issues: First, that the consultant in the chairman’s workplace hadn't previously approached the fix team till I recommended it recently, and minute, the entertainment of my fridge door issue was performed at your workplace about the fridge door instead.
1. You mentioned that Ed, the manufacture, had recreated the doorway handle construction with no space showing between your handle and also the top and base item. Consequently, my scenario was distinctive.
2. I inquired if you'd approached the technician who'd experienced the issue with this fridge door, and also you mentioned no. You stated it had been challenging to get hold of GE equipment repair team. I recommended that on your behalf of the chairman's workplace that you ought to, given that they have mobile phones, etc. You did contact him and he suggested on his next visit, I seemed happy when he was below and had submitted the openings within the fridge door to obtain a better fit-for the handle to be able to remove and/or decrease the space within the handle and arrange it using the fridge door handle.
3. I stated that I had been unsatisfied using the last support phone, where the technician had stated "it had been the very best he might do", and that I at that time decided that there seemed to be nothing more that would be completed.
4.in addition you mentioned the manufacture inside your workplace had really recreated the handle scenario not about the fridge door but about the fridge door alternatively, because the fridge door was unavailable. You agreed to possess the technician come again and document the openings more to obtain a better match. I suggested that used to do not need anymore support calls where processing the openings might occur. I also noticed that it had been no exact entertainment of my problem when the fridge door handle was constructed, rather than the fridge door.
5. We decided at the conclusion of the discussion that because the construction at your workplace confirmed no space, a brand new fridge door and handle could be requested and also the installment began again right from the start. You examined and discovered the fridge door has become accessible and certainly will call and I would like to understand once the new gear will be shipped and organize an installation support phone.
What I'd suggest is the fact that because the fridge door has become accessible, you:
A.) Purchase a fridge door for the manufacture and also have him construct it, and
W.) Decide when the fridge door and handle arrange using the fridge door-handle, because that's the issue we've been having since Nov. I really hope our discussion was documented for potential use within solving client conditions that are raised beyond the overall customer support team.
Update as of 3/6
After yet more visits, Wes the GE repairman came with another door, and ran into the same theme issue. I named KJ and Wes, Edward the manufacture and his specialized team had a conference ask my mobile phone. Wes advised them of the quarter-inch difference within the theme when hanging a fridge door, and also the executive team didn’t genuinely believe that there might be an issue. He mentioned that to be able to create the doorway handle match, the holes drilled must be modified after which submitted to ensure that the plastic manage to not possess a visible space. The executive team stated they'd not had that issue once they “recreated” the problem, but Wes advised them he'd observed it before which perhaps these were not obtaining reviews, since no additional clients had reported. (I'd not need except I had been exasperated by customer support and chose to observe how large a hill this molehill might become!) The engineering staff appeared to be in refusal and not truly accepted that the difficulty might be feasible - this really is my declaration since my telephone was in audio style.
After adding the door, altering the handle Wes and that I recognized there is a visible reduction within the door. He explained he'd purchase an upgraded. I named KJ and she said I'd most likely not be pleased plus they might deliver a brand new equivalent fridge. I decided to that and on 3/6 a new one was delivered only to find that it too was damaged according to the shipping team. I named KJ and required a different one by Thursday 3/8.
Update 3/9
Although I requested delivery yesterday, I just received a call that they are delivering it today.
This Is Actually The mail I delivered KJ within the chairman’s workplace today.
I simply received a phone declaring the fridge could be shipped today! This really is extremely annoying and creating us more stress. While speaking with the scheduler, I mentioned that I required recently and also the following day I'd be accessible for shipping could be next Wednesday which she mentioned had been reserved. Consequently I'm likely to try to be accessible today after significant rescheduling.
That Is another instance of bad conversation within this continuing tale.
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