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Our GE Monogram Advantium oven stopped working after 8 years. I was a little surprised at it's short lifespan, but I have heard service life is shorter on built-in appliances.
We opted to make the repair through GE Appliance Repair even though we were out of warranty since we wanted original parts and quality service.
Based on a little online research, I had identified the magnetron as the issue and told the representative when I scheduled a service appointment. They said the earliest appointment was going to be 2 weeks out, but they would let us know if they had a cancellation - they did not.
When the service tech arrived it took him less than 5 minutes to agree with my diagnosis, but he did not carry parts with him so they had to be ordered - quote was 5-7 days and he made a follow-up appointment based on that estimate.
GE called to cancel the appointment the day before the visit because the parts were on backorder and they would not reschedule without having parts in hand because they can't tell you for certain when anything will arrive.
We escalated the issue with the Customer Relations department and they opened a case for us. They also engaged the Monogram support division as there was supposed to be some sort of benefit for those that bought the company's top-tier platform. Neither of these departments provided any real assistance.
They did offer a new, discounted unit to replace our existing unit, but it would have cost 3 times the repair estimate. They also did call back to say they found our parts and would ship them ASAP, but that still took two and a half weeks to get them and then we had to schedule the follow-up visit. style="
When the service tech finally made it out again (now in January 2021), he took one look at the parts and said the magnetron was damaged in shipment and was unusable - he would need to reorder parts and we would have to call in for another service visit once we had them in hand.st
A final call to GE made us realize there is nothing that the company is willing to do outside of their standard protocol. Their own representatives have acknowledged they are not allowed to provide company information in an effort to contain complaints and limit the expense of customer relations in situations like these.
I think they are responsible for excessive hold times to speak with a representative - waits of over 2 hours occurred on more than one occasion.
All service visits have been required to be two weeks out - they should hire more people to man the phones and make the visits to reduce the impact to the consumer. They poorly estimate part availability on a consistent basis. They apparently do a poor job at packing parts for transit since they can become damaged and prolong the job.
They are very limited in what they are willing to do to compensate a consumer that they have negatively impacted on several occasions. I have very low confidence in their repair service at this point.
User's recommendation: Reconsider buying GE appliances.
Product or Service Mentioned: Ge Appliances Repair.
Preferred solution: Deliver product or service ordered.
GE Appliances Pros: Products looked good and worked well out of the box.
GE Appliances Cons: Product life is shorter than expected, Repair service is plagued with issues and takes forever, Customer service is nearly non-existent.
Location: 4000 Buechel Bank Road, Louisville, KY 40218
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