So from May 9th, minus 9 days until July 16th when we hope it will be repaired, not holding my breath, we have not had a stove.

I would have demanded a replacement since it's under warranty and they have habitually done an outright poor response to customer service.

Ask for a replacement. I have had one bad appliance service story and the times that they did not show up I held up to them as being a non repair. They replaced my appliance based on the three and out. There is a lemon law and yes, we are supposed to allow them to repair things, within reason. I would also be dealing with my retailer on this.

Call them and let them know you are going to call your state's AG first thing monday morning and at this point you have a lemon and want a new stove.

Thanks all, I demanded a new unit, went no where, you can not get a supervisor, a manager on the phone no matter what number you call.

I will look into calling the state's AG good idea!

Also look on Lisa's thread in this forum. Down towards the bottom. She's been having problems getting the right screws from GE

getting the right screws from GE

Seems GE is real good at screwing people.

What about the store you bought it from? Can they help you?

No they said call GE

What about the local television station. In our area there is an investigative team that looks into these kinds of issues and they absolutely get results. I'd try that route. Don't let them get away with it. They should have replaced that range.

I can tell you that after reading this story, I will not buy a GE product. And I'm just starting a remodel and have to purchase all new appliances for a kitchen. Someone just recommended a GE range because they may carry the size I need, and now I won't even bother looking. Thanks for sharing.

I just purchased a GE slide in induction range. I purchased the extended warranty through the retailer and I have had good experiences with this retailer before, so I am hoping if any problems arise, they will assist me again. I know that Negative reviews are very disheartening, but I think in the 12 years I have been frequenting this site(mostly as GW) I have read negative reviews on every single brand and every appliance made by every brand. I don't know how you get an appliance with no negative reviews. I don't think there is such an animal. Same with cabinet brands and flooring brands and faucet brands...

I love the range, when it is working, I detest the service we have received. Fix the sucker I will still love the range.

That is such a shame and I am sorry to hear of your frustration. I would be going to the media or somewhere if there is a way to do it. We have had our GE slide in induction range for close to two years with no problem, for what its worth. We bought an extended warranty but now I just shudder to think how things will go if we ever have a problem. A shock since GE has been around a long time and for the most part I always thought was fairly good at customer service. I'll be interested to see how this plays out. Best of luck.

New Freedom, what would keep me from buying a GE is not that there are problems with the appliance. As you said, just about every appliance from every manufacturer has duds, but when I consistently hear about service problems with the GE appliances, including some friends of mine, and keep hearing of their poor customer followup, that will keep me from buying a GE.

Compare that to when I first bought my Bosch oven and had a small problem. I called the company and they arranged for a service call for 2 days later with a 2 hour window, not a full day window. they showed up when they said, and they fixed our problem.

When a part broke on our KA dishwasher (minor part), KA shipped it out the next day for us.

Have you sent a detailed letter to the CEO -- I have had very good success going to the top. You want a new stove. Make sure you get one.

Part of the problem may be that GE is no longer GE, but Electrolux. The appliance division was sold, and who knows about the routing of warranty issues now that GE is no longer under the GE umbrella. Sending a letter to the CEO of GE won't do a thing since they don't own the appliance division anymore and there is no clear path yet of heirarchy or responsibility among the Electrolux, Frigidaire, GE names.

Sounds like we are stuck in loop of a mess, with no clear way to fix it.

Sophie Wheeler, the Department of Justice issuing to halt the acquisition of GE appliance division due to anti-competitive reasons. If this is ultimately fully denied, GE's appliance division could end up being sold to some Chinese conglomerate.

We actually had success getting a complaint resolved by the Better Business Bureau online. Our issue was a very simple service related matter. However, it involved a big company whose "customer service" department actually spent much more effort avoiding solving our problem than it would have taken to just solve it. We had everything documented just like you have. I considered going to our local politicians, media, etc. But first I decided to try BBB. Simple - and it was resolved! As an aside, I told the customer service reps that if they didn't fix it, I was going to go to BBB, to try to give them a chance. That didn't help, but it might work in your situation, especially if they know that you have documented all the details. Good luck!

Thanks, good idea. Your mind gets stuck in a loop of problems and you tend to forget all the avenues available. I belong to a pond forum, one of the members sent me here.

RE: writing to CEO -- I was referring to writing to the head of the store where you purchased it, not GE. Even when they had a CEO their service was not good. I have had good success going that route to get replacements for a lemon dishwasher and refrigerator, one Kitchen Aid the other GE.

We are going to contact the store again tomorrow climb the ladder, the last time I spoke to them they sent us back to GE , I am going to let hubby take care of it, he is a ummmmmm more aggressive than me.

Josey, I'm sorry this is happening to you. It would make me crazy.

Last year I was having issues with getting a mattress delivered from Sears. I'd set it up, both online and over the phone, and no one would show up. They said I didn't have an appointment. So, I took to Twitter with a 140-character tale of woe and my problem was solved immediately. Someone fell all over themselves wanting to resolve my problem. Twitter reaches the masses immediately, and GE appliances has a Twitter presence. :)

Good luck.

GE Appliances on Twitter

You have done well documenting this saga. If you haven't already, I'd make a very concise chronology, with dates, times, contacts, result (or, in your case, no result). Your husband should take this to the dealer tomorrow so one look will tell them there's a mountain of evidence.

I've crossed GE off my list, and I am indeed in the market for an induction range. Instead, my fingers are crossed for your success in getting either a replacement or your money back.

Social media, your local Better Business Bureau -- keep on documenting!

I've found twitter to be the best place to get this type of stuff resolved quickly and I see that Linelle had the same experience. So let it rip all over over social media and see what happens; I'm fairly generous with giving chances to companies to resolve before doing that but your story is ridiculous!

well no clue if ii did twitter right but I just sent multiple messages via tweeting to them

well talk about response like with in minutes, lets see where this goes. They now have the case number, the issues etc.............will be interesting.

all auto response but at least something lol

Josey, way to go!! When I tweeted on Sears' page, I immediately had someone telling me to DM them. It was amazing how fast I had a delivery time set up and confirmed. And they actually arrived in the prescribed window. Of course, you have bigger issues, but once you take to social media, they act fast, esp. since you have legitimate issues and have been exceedingly patient.

I am glad you suggested twitter, I am busy enough it never was anything I felt like setting up.
Sure will let you all know where this goes.

I saw your tweets!! Hopefully you'll hear from someone tomorrow. Keep us posted.

not enough space........to type everything I want to type

Sometimes less is more. It got their attention.

*waves* hey Josey!!!! I'm so thrilled you got a response! I'm keeping my fingers crossed for you =D

Thanks to you michey1st, you sent me here.........

I'm having my own problems getting the right parts from GE, josey. I posted on their FB page last night and linked to this thread, saying that I wasn't the only unhappy customer.

Fingers crossed for both of us.

They are supposed to come tomorrow, even with tweeting, emailing etc, nothing has changed i.e. appt time
Will wait and see what tomorrow brings and hopefully it will work for more than 9 days.

Ugh, not a happy story at all. Sorry you're having to deal with this headache.

I think they should give you a new range since this one seems to be a lemon. Or at least I hope it is and not representative of their induction ranges.

Good luck!

Josey, have you called Consumer Relations? If not, you should.

The number is 1-800-386-1215.

A call to that department, a post on GE's FB page and a subsequent email to their social media department and PR department netted me a phone call with one of GE's executive team members. I'm off to post the full story on my thread, buh bye old kitchen! Hello, new kitchen!

Yep I have called them, we even have a case number. I was told it was the customer relations escalation department.
The repair tech came this am, replaced the main part under the glass top, i.e. induction parts, 4 computer boards, one being the key pad that runs the stove.
When he left this am (and we were the first appt! yippee!) it was working, now wait and see how long it will work.

We were 66 ( SIXTY SIX) days without a stove
From the escalation department we received $100 bucks to go out to dinner, and a promise of $30 to pay for something to cook with over the 4th weekend. We did buy a 49 dollar item they said they would pay for.
And a letter saying it breaks again before the one year is up they will replace, but I think the one year should start now. I am going to battle that point now.

Glad things are happening and it seems you needed to put on the boxing gloves to make it so.

The next battle is starting, I want a year warranty starting now, not January when we bought it. Will see where this one goes.

I just sent this to the eresponse team

The tech arrived first thing this am, he replaced the components under the glass top, the key pad, and two other boards.

At this moment in time it is working.

We have been without a stove a total of 66 (sixty six) days.

We used the stove 77 days from the time we first plugged it in.

Ten days working longer than it has been broken.

We
did receive a letter of commitment, which offers a replacement if it
breaks again before the one year warranty is up, January.

That
letter of commitment should be dated for one year from today. At this
point we have a refurbished rebuilt stove we paid brand new stove
pricing for. I want to have the commitment that for one year I can not
worry about it breaking again.

Please inform me as to what you can do to help.

Thank you so much, I will forward all the emails to her and let her know all that has happened. I really appreciate you helping me out!

You're welcome! I hope you get good results, too.

Lisa

Thank you thank you thank you, I sent an email to Kim Freeman with the summary I have above in this thread, plus what has happened since, yesterday evening.

Today I get a call from the chairman's office! A lady name Wendy apologized for all we have been through. She was on her way to meeting so our conversation was short.

We are getting A BRAND NEW STOVE next week! She totally understands when I tell her I have no faith in the stove we have. I did not plead our case did not even ask for it, she said this is what is going to happen.

The one year warranty starts when it arrives. Doing the happy dance!

thank you thank you thank you! for your help and the links.

This is our remodel we did in February. My husband and i did all the work except installing the granite.

Our kitchen was a 1973 L shape, skinny with a door into the living room and a mini hallway into the front door hallway The fridge is now where that hallway was, plus two angled panties.

the original kitchen

this is where the fridge is now and the two pantries we built one to the left and enlarge the one to the right to make them look the same. Angled walls.

This is where the island with the stove is now, the arrow pointing shows the 33 feet of windows we put in over looking our yard woods corn fields, ponds etc!

We took down the wall to the left where the stove and fridge are and the wall to the living room.

the side door is still there.

Great resolution...Twitter wins again!

A new range! Yippeeeeee!!!! After all you've been through, that's beyond marvelous. Your kitchen is lovely and your new range will cap things off. Fingers crossed this one doesn't give you any problems.

Thinking the same! I think we got one made right before a holiday........or a friday...........or a monday after a holiday