Our stove handle came off just before Xmas. Technician Matt came out. We were told the part to correct the problem was undetermined and he required G.E engineering to assist. He advised he had consulted with another colleague and the appropriate people at G.E were emailed. I suggested to Matt that perhaps taking apart the stove door and looking for the piece that we were sure had fallen inside was a possible solution. He advised of cost and I accepted. He gave some long winded explanation about not doing that. I accepted that answer. A week later I got a call back from him to say that they still had no response from g.e. I again suggested just opening the stove up. He again said he danced all around not doing that. Another week and a half passes and I call for a status. Again their is apparently no response from the engineering group. For the last time I state I would pay for the door to be opened up. It was ignored. He said he would call back once he heard from engineers. I am still waiting. In the meantime, I contacted Modern Appliance who have me the same explanation regarding needing to consult for parts. A response from the engineers came within a day. The problem was corrected in one week. And guess what. The part had fallen inside the door which was taken apart with no resistance. Consider this a notice that you don't need to bother calling me back. Not that I expected it. Never again.
- Approximate cost of services:
- $80.00
- Company Response
Denise
We are sorry that you were disappointed with the level of service provided, and sincerely appreciate both your feedback and your patience throughout the repair process. We too were frustrated by the lack of support we were offered by GE which impacted our ability to service your appliance in a timelier manner. Please note that both our suppliers and the appropriate management levels at GE have been notified of this situation and have assured us that the issue has been addressed with their engineering team. We have asked them to extend a personal apology to you, our valued customer.
Please understand that every effort was made to have the repair completed as expeditiously and as economically as possible. Industry standards and protocols in addressing this repair issue were followed, as confirmed by other professionals in the field who suggested the same course of action to you in repairing your stove as our technician did initially. As our technician explained, removing the door without first waiting to hear from the manufacturer, could have caused further damage and resulted in an unnecessary expense; concerns that are paramount in our delivery of the highest standards of customer service.
Again we extend our sincerest apologies for what we appreciate was a very frustrating customer experience.