We called the special Monogram 800 number and days later when no one returned the call we called the place where we bought the fridge to get them involved. This resulted in GE setting up an appt. for us with the service company that they farm these things out to. The guys that showed up yesterday and the guys that came today seem to know nothing about appliances... I don't know where they got their qualifications from.

For instance today the guys didn't know how to turn the fridge back on. I had to turn it off to defrost it. Yesterday the compressor was still working, today it isn't. Turning it off to defrost it seems to have caused yet another problem. The appliance repair guys had to call GE twice for instructions on what to do (doesn't give one much confidence) and were told to order a new main board. This just doesn't seem right at all. The new main board will take 3-5 business days to come in. So by that time we will be 2+ weeks without a fridge.

I am so frustrated.

by CC resolution. I meant going through my Credit Card company so that I am not stuck with a lemon.

any ideas for me?

It's probably too late to dispute this on your credit card - you usually only have 60 days.

You really need to get GE Monogram to step up to the plate on this one - if the 800 number doesn't work you may need to contact corporate headquarters. You can also try to get more help from your retailer - he should have some leverage - sounds like he tried already.

Some state lemon laws do apply to appliances - you usually need 3 or 4 repairs before it's declared a lemon - check with your state attorney general's office - good luck.

hi,
yes, you are right about the CC. the time has passed - it is 90 days. I purchased it with my AMEX... they gave me a # to call that will give me an extra year of warranty after the manufacturer's warranty runs out... lookes like I'll be needing it.

I went on to the Massachusetts Government website and saw that the lemon laws seem to be applicable only to car sales and leases. Perhaps I will give them a call.

I went to the appliance store and they were so upset for me and feel that the service company GE is using isn't worth much and they have not heard good things about them (which I concur with). They called GE to complain on my behalf and also put me on the phone but I got no where.

they said that despite all the problems my practically new fridge is having that I will have to allow the service people to repair it. This is upsetting to me in that i have zero confidence in them and don't want them causing more problems than they solve.

I am thinking of calling back and asking if I can bring in different service people (was given a name of a better company through the appliance store). I feel totally at their mercy at this point.

I asked the customer service agent how he would feel if he had little kids in the house and had just spent thousands of dollars on a fridge that was only installed a few short months ago and it wasn't working. His response is that they don't guarantee how long their appliances will last. Can you believe it?

I am so mad!!!

Try checking the GE Monogram website to see if they list authorized service companies in your area - I know KA does - often there are more than one company that you can use. Good luck.

So sorry for the trouble you are having. I would demand a new unit. When our LG had a problem with the freezer door after only one week the company gave us the option of a new unit or a repair. We ended up with the repair because it was minor, but in your case I would demand a new unit. Also I have been told that refrigs have cycles
where they have a timer to cycle on and off. It may be that is the same with yours not coming back on immediately if it was unpluged. Leave it plugged in for at least 20-30 minutes and see if it comes on.

This sounds a little familiar - we installed in GE Monogram undercounter bar fridge in our recently remodeled basement - it is a beverage fridge with an ice maker. We purchased it in October, but it didn't get installed until March. The area wasn't completely done for another month so we weren't using it, although it was plugged in. When we started using it we set them temp to 38 and it was fine for weeks. Then I noticed it was reading 58, so I reset it. It maintained 38 for a short time, then went to 22, then 57, then 44, etc. Sounds similar to your problem. I called GE and got a bit of a run around so called my appliance dealer - they gave me a number to call which turned out to be the Monogram service number. They were helpful but no sense of urgency in their response. Since this was not our main fridge I was fine with that. They came out on July 19 (a Satuday) just a day, maybe 2, after I called. Said they needed to order a new defroster unit (the whole thing) and it would take a week to get to me (shipped direct) then I was to call to schedule intall. Because of our vacation, that didn't happen until Aug 4th. No problems since then...

If it had been mine main fridge I would have been more upset with the time lapse. The service guy said there was a known problem with the defroster unit they replaced.

Maybe that would help steer the repairman :)

couple of points:

- talk w/ AMEX again re: your options , they may be helpful if they know they are GOING to be paying out for repairs in teh future. They may want to help you kick that one out now. You'll need to prob. escalate this w/them as you've already recived their canned standard answer.

- small claims court. almost a certain win, and GE has deep pockets so collecting is a sure thing too. Your frustration level and time output will rise while going this route. satisfacation for sticking it to em may outweigh the hassel.

- be prepared to go through 3-4 more techs, you are just going to have to play the game you've been dealt into. Persistence will get you results.

- adjust your attitude/mental state. see above, you are just going to have to accept that you've got a lemon and you are not anyone's first priority. GE will go through the motions and may eventually get it correct. It's kinda like a wrecked car , You get it fixed as best that can be done, but NO ammount of moaning , complaining, appealing ,or praying is going to UNWRECK it. You either accept it, or get rid of it and move on. Anything else is counterproductive.

You may want to get the best app. repair firm in your area to take a look at it, on your dime, to determine the problem. You can then steer GE's bozos in the right path. Appliance store should be a good resource for this.

- get the VP of cust. serivce name from investor relations and write him your story. Send it certified/reciept req. FED EX, ect... You will get more movement, trust me. But be prepared to wait.

I would go back to the appliance store where I purchased it and ask them to replace it.

If you have a problem with a new car you go to the dealer to replace it, not the manufacturer. The store is your conduit to the manufacturer and they should be able to do more than just hand the phone to you and let you deal with it. They have a representative at the manufacturer they deal with who should be able to fix this problem. Especially after your experience with the "repairmen" I can't believe they haven't offered to replace it. Obviously they can't fix it.

Have you made other purchases at this store? If so, I would remind them of that. One of the reasons customers purchase items at brick and mortar stores is b/c of the customer service and ability to have issues like yours handled.

Depending on how you want to handle it, you could go to the appliance store on their busiest day (weekend?) and ask to talk to the manager about the issue. I am sure if you are in a store full of customers, management is not going to want you to be unhappy and they may be more inclined to listen to reason.

I once took my car to the dealer to be repaired and they lost my car. They told me to just come back the next day. Well, I needed my car and they told me there was nothing they could do and wouldn't give me a loaner. So I walked into the showroom and asked to speak to the manager. When he came out I asked in a voice loud enough for the other customers to hear "I brought my car in for service, you've lost my car and you refuse to continue to look for it or give me a loaner..." Guess what - miracle of miracles they were able to find my car!

I don't know. I've dealt with Monogram with 3 issues and they have bent over backwards to help me. That included sending items free of charge (overnighted) and dropping a service call fee. This was outside of the 1 year warranty period. I smell something and it's not rotten food in his fridge.

nycjsw,
what exactly do you smell? I hope you aren't implying that I am fabricating this in any way. Maybe I am misunderstanding your post. I am glad you have had good dealings with GE Monogram. It might be more helpful to me for you to give me some tips on how you achieved that vs. the implication I am reading. As for sending items overnight, given what I have already experienced this would have been a good time for them to offer that up as a concession, however, they are ordering a part and say it will take 3-5 days to come in so I am stuck waiting.

I hope I am misunderstanding your post.

to everyone else that has offered help and advice: thank you so much! I greatly appreciate it.

Are you SURE you are dealing with Monogram Service and NOT GE Appliance Service? Two entirely independant groups. Your experience does not sound at all like a Monogram Service sequecnce of events. Why did Monogram have to 'call you back' They have ALWAYS answered the phone when I have called during business hours. Parts required for repair were sent overnight as a normal course of business, not an upgrade. Really sounds like you are dealing with the wrong service organization.

Antss is right on this one. You are just going to have to work through this. Do your homework, make sure you are dealing with the correct group and follow up on all items. Don't just wait for the service organization to do it for you, thats a sure fire way to make it take even longer.

Here's a link to the web page for special Monogram service - special phone number and ability to schedule an appointment on line. I wonder if jcthorne is right that you've been dealing with the wrong service organization.

Here is a link that might be useful: Monogram Service and Support

could be possible. it was my husband who placed the call and this is not his usual "thing". I am typically in charge of the household stuff.

I will try again and see where we get. at this point I am in a holding pattern waiting on the main board (how does putting in a main board fix a compressor though? I could see how it would fix the thermostat issue but the compressor??? ).

THANKS!

"Are you SURE you are dealing with Monogram Service and NOT GE Appliance Service? Two entirely independant groups. Your experience does not sound at all like a Monogram Service sequecnce of events. Why did Monogram have to 'call you back' They have ALWAYS answered the phone when I have called during business hours. Parts required for repair were sent overnight as a normal course of business, not an upgrade. Really sounds like you are dealing with the wrong service organization."

Right, this is why I made the comment. The original poster described a situation that is so outside of any experience I have had with GE Monogram that it seems rather odd. Based on what I have experience, heard and read the original poster must not be dealing with the right department or is attempting to bash Monogram appliances for whatever reason.

nycjsw, you are way off base. mamadadapaige is a well known participant on the kitchen forum who, even though her kitchen renovation is completed, still sticks around to help many of us who are still in the process. She is always helpful and gracious.

Before making such a nasty comment like "I smell something and it's not rotten food in his fridge" did you even do a search on her name to see what her history is on these forums? Ever heard of giving someone the benefit of the doubt before jumping to a conclusion that she has a hidden agenda?

Thank goodness someone has come to my defense! Erika, THANK YOU! To be in this situation with no fridge and trying to fix matters and then getting acused of trying to bash Monogram by asking for help is ludicrous.

Yes, nycjsw, search my posts in the Kitchens forums and you will see that I have uniformly recommended my GE Monogram range to many. It has worked out very well for me and I love it. Get off it! I am actually asking for help (and getting help from many, you not included) for my problem. That is the reason for my posts, not to bash Monogram. I already stated that above, you don't believe me, so do me a favor and stay off of this thread. I am frustrated enough with my situation without having to deal with you on top of it.

okay, an update. I called the MOnogram # and explained my long story to the agent. She apologized for all I have been through but told me despite the fact that I dialed the MONOgram #, I had reached her and she was not a Monogram person. She then connected me to the MOnogram help line. I explained my long story to her, she was very nice to speak to and also apologized for all I have been through. They were both much nicer than the guy I spoke to the other day (the one that, in response to my query about his only be a few months old, said "well we don't guarantee the life span of our products").

Anyway, she said I should have been dealing with a better service company which she said is A&E and she set up an appt. for me. Unfortunately the earliest they can get here is Tuesday, March 23 (so at that point I will be almost 3 weeks without a fridge and the guy will have to diagnose the problem/ order parts, etc.... this is just so drawn out. Yes, I am whining, but it is very frustrating).

We'll see where this goes. I will keep you posted.

It seems a little ridiculous that they provide an 800 number for MOnogram service that is then routed to regular service. I don't get it.

>>>I should have been dealing with a better service company which she said is A&E

Oh, no. A&E is the company that everyone bashes on this forum. Good luck!

weissman,
I recalled that and cringed a little when she said A&E, but what am I to do? the guys that were in here already couldn't have been any less qualified and since they are the ones that said the main board is like the "brains" of the fridge and I need a new main board, that is essentially these numb skulls performing brain surgery on my $5K+ practically new appliance. I don't like this idea!!

The appliance store recommended VESCO. do you know them? the MONogram cust. service agent said she has heard numerous complaints about vesco and insisted I want to be with A&E. I figured I'd post the whole scenario on here and try to figure a way out of this mess. Although I am getting the feeling that there will be a lot of "grin and bear it" in my future.

No, I'm not familiar with VESCO. You may as well give A&E a try - some people have had a good experience with them - I'm sure it depends on the individual tech - also it's possible Monogram pays them more than some of the other companies that use them so you might get better service. At some point if they can't fix it, you should depend a buyback by Monogram - you may have to escalate up the management chain to make that happen.

I had a very similar problem, and arranged the service call via the "special" Monogram 800 number. They had to come out and replace the main board. I thought the overall experience with the Monogram folks was very good.

I recently received a letter from GE Consumer Relations, with an offer for partial reimbursement for the board (WKK Main Board - Credit Letter to Consumer). Not sure how much to expect back, but it's better than nuthin'! I'd say that there's something inherently wrong with the design of these boards...

The number to dial is 800-444-1845 and hit option 3. I indicated what I thought was wrong with original post and what I thought were the two reasons why the post was made.

Anyway, my service call with Monogram ended badly today so I'm now thinking that their calls might get routed differently depending on volume?? My part was under warranty and took about 20 minutes to replace. They wanted to charge me $320 labor and were only willing to drop the $89.99 service call charge. I was not informed of the labor cost until the fix was made (a very easy part to install - 4 screws and a plug). I called Monogram and was told by the rep that "you own a monogram appliance what did you think the charge would be". Anyway, multiple calls and request to speak with a manager went no where. Each rep claimed they could handle it and they don't bump calls up to a higher level. I refused to pay for the service (I would pay but not the $240 amount). The rep left and Monogram stated they would send me to collections if I refused to pay. I'm going to follow up but think that charging so much to repair a warranted item that is so easy to replace is criminal. I've also read and heard from GE that the magnetrons in GE microwaves are faulty and have a lot of problems. My microwave/oven combo costs about $1,800 and is about 1 1/2 years old. Those are the facts.

We had exactly the same problem with our GE Monogram built-in after about 6 months. I went online and reported the problem through their website. Everything went smoothly as I was emailed with a ticket# and a phone number to call. They were very professional and helpful.

I was told to completely shut off the refridgerator so it could completely defrost. The technician came out the next day and diagnosed the problem to be a bad board which had to be ordered. The part was overnighted to my home address and I called them back the next day and everything has worked well since the repair.

The person on the phone mentioned that there was some insurance payment available to pay for the loss on the food. The amount varies based on the size and model of the refridgerator. I beleive I received a check for $150 within a couple of days.

Call back and ask for the reimbursement for the food you lost.

jtsgranite4us,
thank you so much for your post. in the numerous calls I have made to GE (and each time explaining the frustration of having to throw out so much food), not one representative mentioned the possibility of a reimbursement. My fridge currently sits turned off and with doors open (it is nice you were told to do this in advance... not the case with me). I wonder about the compressor not working. This became another problem to solve when the tech was here. Before defrosting the fridge the compressor still worked, after it didn't.

Your post is giving me a little hope. Thanks!

mamadadapaige,

Maybe using the online reporting of a problem is a better way than calling. The online reporting probably gets to the correct person. Calling can be a crapshoot if they are busy.

Hope you have luck with getting the reimbursement. I was really surprised in how fast it arrived.

mamadadapaige,

Any news? Were you able to get a reimbursement for your food loss?

Is GE Monogram made in China? If not, where is it made?

I found the answer, yep, made in China.

Honestly, I would never buy anything made in China for that kind of price. You can get made in Germany made in Japan with such a price tag, you are unfortunately falling for the GE marketing gimmick for the "high-end", made-in-China appliances that will have the same problems the low-end made-in-China GE appliances have.

Funny, my Monogram fridge is made in the USA.

I'm no expert but the GE fridges are ASSEMBLED in the USA and, as long as 50% of the components are made in the USA OR the product undergoes substantial change into something else (motor to fridge anyone), GE can lay claim to the label - made in the USA. Many of the components, including the motors , are actually made in China.

Now would you really want to buy an appliance you hope to have for at least 20 years or more, from a company that has been wanting to sell its consumer Appliance division for over a year? Google "Ge appliances division sell" if you need to and see how the company is doing all it can to improve the profitability of this division so it can increase the sell price. What's the best way to make more money - sell an item for a lot of money while keeping the cost of production as low as possible. Cheap cost of production = JUNK!

My GE Monogram Fridge and freezer just went back today so maybe I am biased because I fell for the advertising pitch and bought into it but from experience I would never touch a new GE product again - they aren't built like the ones from a few years back. our new ones didn't even last a year. And at $5000 each that is money we were NOT going to lose. Fortunately our dealer bought them back for full credit and we are getting German made units instead with European providence on ALL the components.