I purchased a GE Double wall mount over. On july 7th GE contacted me to advise that a defective power cord had been installed in the oven when it was manufactured. GE needed to set up a time to replace the power cord. I advised that this was good timing since I was just about to have the oven installed.
The woman advised me that GE could not replace the cord until oven was installed. I question this since I was remodeling my kitchen and this meant putting the new oven in the new cabinet and then removing the oven. This seemed more likey to cause damage to my new cabinets. The woman at GE advised that had to be installed or she could not make the appointment.
I advised her that the oven would be installed by the end of the day and then asked for the appointment. I was advised that the appointments were either morning or afternoon. I attemtpted to get an afternoon appointment at 3:00pm so I did not have to miss work. The Woman advised me that the appointments were either 8:00am to 12:00pm or 1:00pm to 5:00pm. I was also advise that they could not specify after 3:00pm. I asked to speak with the Womans supervisor and during the transfer my call was disconnected.
I attempted to call back and schedule an appointment but Corey, the customer service person could not find out what the issue was with my oven. I explained to Corey that I had been contacted by a woman and gave him the telephone number from where the call had been made and the Address. He said he was still not able to find out the information about my oven. He asked that I call back with the model number and the serial number of the oven.
I attempted to contact Corey later in the afternoon after leaving work. I had a problem finding the serial number/model number. After being on hold for 30 minutes another female customer service person answered my call. She was not able to find my oven information either and she to left a message for The Technical support person to contact her so she could resolve the issue.
I waited 24 hours. No response from GE with information. Two days later The woman called me back to say she still had not heard from Tech support. I advised her that I was tired of waiting and that I had installed the over per the original customer service reps instruction. I just needed to set up an appointment. She told me she would be happy to help me with that she just needed a model number and a serial number for my oven. She finally gave me the location for the plate with these 2 numbers on them.
I located the plate on a Friday evening and called back on the weekend and was not able to get through. I called back on Monday and attempted to contact an actual human being to set up the appointment with a real person so that I could explain the deffective power cord issue. I was not able to reach a real person and after 45 minutes of trying I gave up and made the appointment via the automated appointment service.
I had to take 2 hours off from work so I could be available at 1:00pm. The technician arrived on 7-15-04 at 1:44pm I asked him if he had any idea what was wrong with my oven. He stated he did not. The tech, Pete was not advised of the problem with my oven prior to being sent on the call. I explained the situation to Pete. He stated that first of all the oven should not have been installed. Pete stated that he did not have the cord to replace the defective one with and that since the oven had been installed it would require 2 service techs to make the repair.
I expressed my dissatisfaction with the Situation to Pete. Pete explained that GE was fully aware of the problem with the oven and that there was a special power cord kit available to replace the defective cord. He stated that since It would take 2 technicians to remove the oven they could not do the cord replacement on a Saturday. I explained to Pete that I was not satisfied with this and asked for a telephone number to contact customer service without having to go through the voicemail/automated customer service center. Pete could not give me one. He only had the number I was already using.
Just after Pete left and I was leaving our house to run some erands, Sandra (877-969-2505) called me. She advised me that she was trying to determine if the part had been ordered. I explained that there was not much point in ordering the part if I was going to have to take time off from work to get the new part installed that I was just going to return the oven. She asked me if I was available on Saturdays. I advised that I was and I explained that Pete had advised me that It could not be done on a Saturday since it would require 2 people. Sandra did some research on this and called me back to advise me that she would have to talk to her supervisors, who were in a meeting, to get the Saturday appointment set up. She advise me that she would call me back on Friday the 16th. No such call has occurred.
John
Concord, California
U.S.A.
0 comments