We purchased the GE Cafe Refrigerator originally in Nov 2019. Within 2 weeks the refrigerator stopped working. The store that we purchased from was great. They replaced the refrigerator immediately. This complaint is for the second refrigerator that was delivered 12/19. We have had this refrigerator for less than 2 years but did purchase an extended protection plan from Best Buy at the time of purchase. The refrigerator is no longer running at the correct temperature. Best Buy scheduled our repair with GE under the protection plan. We had to wait 1 week for a technician to come out to repair. I also call GE to talk to a technician in advance to explain the problem but was told there was no one I could talk to. The day of the scheduled appointment we received a call from GE to say the technician called out sick and they would have to reschedule until the next day. I asked if they could assign another technician and was told, no because 2 technician had called out.
The next day Jose (shirt said Jorge) showed up during the window specified. He walked into the kitchen and said he had brought the part that he thought was broken. Then he said, oh I thought this was the same as my refrigerator it is not. (A little odd since you have to give your serial number and model) He ran test and said oh I see you need your Thermamist replaced. I can do that.
Great. Then I told him that the voice on the door was not working. He then said oh since you need that sensor I can't do any of the work today. I have to order the the other part and then come back. I said so you have the part to fix the cooling problem but can't do it because of another part that is un-related? He said because if that sensor is put in my truck and I am not the tech to come back out there will be a problem. (That sounds like a GE inventory problem) Then he said that my insurance would not pay for them to come out a second time so he had to do all the work at one time. I said I wanted to call my extended warranty insurance. He said he was going to call his supervisor and went outside to do so.
He came back in with lead on the phone Jesse Black. I then spoke to Jesse and he agreed that it didn't seem right so he was going to check with his boss. Then Jose/Jorge started to say well you need both parts for it to work. Maybe one won't work with the other. I keep asking him, didn't you say it would work earlier? Then he started to change the story. Both my husband I got mad because he would not answer the direct question. And again he said it was our insurance who would not pay for them to make 2 trips. Plus the second part (which had nothing to do with the cooling of the refrigerator was on back order.) He got mad because we were challenging him and said stop yelling. He was changing his story, nothing was making sense. My husband said we are upset. This doesn't make sense. You said you have the part right there but not going to install it because of the door problem and you do all the work at once because the insurance won't pay for another call out?
He walked out the door talked to his supervisor and came to the door and said, I am not coming back inside and not fixing your refrigerator. In fact, GE is not going to fix your refrigerator. Call you service provider (insurance) and they can get you someone else. We called our insurance and they said that is not true. If they have to come out twice, they pay the bill.
The technician and his lead flat out lied to us. We then called GE customer relations and they said, it is GE policy not to do the work unless they have all the parts. My husband kept repeating to them, so you had the part to fix the cooling system but instead are going to make us wait at least 3 week because the part for the door alarm sound is on back order. We could be using our refrigerator but have to live out of an ice chest for 3 weeks. The answer was yes, that is our policy.
So it wasn't our insurance policy is was GE policy.
Customer relations also said that they would not help us or come to service our refrigerator because the tech refused to comeback out. So the tech lies to us about who is going to pay them and we are penalized. All customer relations did was document what we said but offered no help. They said call your insurance and have them get another company out there.
We had purchased both the GE Cafe stove and Oven back in 2005. They clearly do not believe in customer loyalty.
To have the part in your had and refuse replace ot because an un-related part needed to be ordered and lie about our insurance would not pay for them to come out twice. When if fact, that is GE policy. Terrible. Now refusing to fix our refrigerator. I guess, GE's policy to to allow their tech to lie to customer and then expect customer not to get upset and then say nope we won't help you. Terrible service, company policies and will not let you talk to anyone. Customer relations is a joke. When you finally get to someone all she could do was document it.