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A new GE microwave oven, model JVM3160DF4BB was installed by a Home Depot authorized company on 01/29/2018. The new microwave oven failed to operate on 02/09/2018.The microwave was repaired by a GE authorized repair technician on 04/02/2018. The delay in repairing the microwave oven was caused by the availability of a replacement part, control panel. The GE microwave oven was a newly released model; the control panel was not available at GE Parts until approximately 3/19/2018.The owner of the microwave is a widow, 93 years old, that lives alone and does not have access to the internet, does not own a computer and does not own a camera.GE customer service did send $50 for the cost of a counter top small microwave oven, for the inconvenience not having the use of the new microwave.GE customer service did authorize a repair appliance technician to check the failed microwave within a few days after the microwave failed.However, after it was determined that the required repair part was not available and approximately a month later, GE parts and customer service changed their position and would only authorize the new microwave oven to be replaced. GE would only refund the cost of the GE microwave including local sales taxes.The downside of the GE plan was the cost for the removal of the new microwave oven was not authorized, the cost to dispose of the failed microwave oven was not authorized and the cost to install another new microwave oven was not authorized. GE also did not account of the inconvenience of shopping for another new microwave oven and scheduling another new microwave oven to be installed. Additionally, the process stated by GE to request a refund was cumbersome. The process required cutting the microwave power cord and taking a picture of the cut power cord and taking another picture of the microwave label plate with part and serial # and then sending the pictures and a request for a refund of the cost.GE parts had earlier (prior to phone call stating that the only option authorized by GE was to replace the microwave oven) sent an email that the replacement part (control panel) was to be shipped by 3/19/81. A follow-up phone call to GE parts confirmed that the replacement part (GE Appliance Parts order number: 4646396) would be shipped and installed in a few days. Subsequent calls (after GE decided that the only option was to replace the microwave oven) to GE parts was awful as after two 1 hour phone calls, the replacement part could not be tracked.The GE authorized repair technician ordered the replacement part, control panel, via a local appliance parts company, ReliableParts. The control panel was received on 03/29/2018 and installed on 04/02/2018. On 04/03/2018 GE parts sent an email that the replacement part was shipped and also provided shipping tracking information. GE parts was calleded on 04/03/2018 and requested to cancel the shipment.Copies of the numerous emails and a record of the phone calls between GE Appliance Customer Support and GE Appliance Parts are available.Russell PinhoSon-in-law to owner of microwave.email: firstname.lastname@example.orgPH: 808-341-4762
I appear to be one of many who are unimpressed with the broken plastic control knobs that came with our GE range, a product purchased for $1500 by the previous owners of our house. I called GE/Mabe customer service, and sent in photos of the defective parts (3 of 5 knobs now being held together by Gorilla Glue) on April 28. After more than 2 weeks with no response, I escalated. Finally, three weeks after my initial complaint, I was contacted by a GE/Mabe customer service manager (Diane Davis) who was very good about reading from her script about the plastic being "common on many different models and styles of stoves that [GE has]", but wouldn't give me a straight answer about GE's choice of price point cutoff in which it would put more solid (e.g., metal) control knobs. By comparison, I had purchased a Samsung range (http://www.samsung.com/ca/support/model/FTQ386LWX/XAC) for my previous residence for about half the price of the GE unit -- the Samsung product came with solid metal knobs that will easily last for the useful life of the stove. I see that many other customers have experienced similar problems with GE's cheap plastic control knobs (do a bit of searching on-line and you'll find many posts). Clearly, GE has long been aware of the problem, but doesn't seem to care. This is shameful at best, and possibly, a post-sale revenue strategy to sell ridiculously overpriced replacement parts. If I were the original purchaser of the stove, I'd initiate legal action under Canada's Consumer Protection Act. Perhaps other consumers will see fit to take such action either in Canada or south of the border? If so, let me know (tweet to @jcooperstock) -- I'd be happy to help out.
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