CONTACTS
SUBJECTS
Refrigerator GE Service Fix Freezer Defrost Drain Overflow Problem
Refrigerator Leaking Again Contacted Home Depot for Referral to Anot
0504 -
0504 - ..
0505 - Summary/Objective
0506 -
050601 - Follow up ref SDS 4 0000. ref SDS 2 0000.
050602 -
050603 - Notified Home Depot of problem with refrigerator leaking. They seem
050604 - to feel this is an unusal problem for a customer to spend $145 every
050605 - six months to fix. ref SDS 0 QE9J Ed at Friedman's Appliances was,
050606 - also, unfamiliar with a leaking refrigerator. ref SDS 0 LC9E Home
050607 - Depot and Friedman's indicated willingness to investigate the prior
050608 - transaction with GE. ref SDS 0 EL38 If it turns out that this
050609 - particular product is defective, flawed or in some way
050610 - mismanufactured, and so is performing outside of spec, then
050611 - consideration should be made for an exchange. ref SDS 0 K45M Made
050612 - contact with Dave who is familiar with the problem of ice build up and
050613 - leakage on GE refrigerators. Dave provided a number to call and
050614 - schedule service. Called Mike and left a message to schedule service
050615 - tomororw on Friday or next Monday. ref SDS 0 7X6O
050617 - ..
050618 - Submitted email linked to this record for background that can assist
050619 - Paul and Ed in following up with GE. ref SDS 0 LM5L
050620 -
050621 - [On 050620 service rep clears problem, and concludes design flaw.
050622 - ref SDS 5 VX5I
050623 -
050624 -
050625 -
050627 - ..
0507 -
0508 -
0509 - Problem
0510 -
051001 - Still having a problem with water collecting on the bottom of the
051002 - refrigerator, and eventually onto the floor. A week or so ago on
051003 - 050604, ref SDS 4 0001, we tried on two (2) separate occassions to use
051004 - the solution set out in the record on 041027, when a GE technician
051005 - fixed a prior problem. ref SDS 2 N46O
051007 - ..
051008 - For some reason this effort failed, and therefore need to order
051009 - service again.
051010 -
051011 -
051012 -
051014 - ..
0511 -
0512 -
0513 - Background
0514 -
051401 - Previously, on 041026 we called Home Depot for service. On that prior
051402 - occassion, Mat in Appliance Department referred the request for
051403 - service to GE. ref SDS 1 0155 We called GE and agreed to a service
051404 - call for a total of $60. ref SDS 1 PQ3P
051406 - ..
051407 - The next day on 041027, GE performed nominally good service, however,
051408 - the invoice exceeded the quotation by several fold. ref SDS 2 YR67
051409 - Additionally, the GE mechanic, Pete, indicated that the liquid
051410 - overflow problem could be solved by the customer pouring hot water
051411 - mixed with baking soda into both ends of a drip trough at the base of
051412 - the rear panel in the freezer compartment. ref SDS 2 N46O
051414 - ..
051415 - [On 170214 0931 received letter from MondySavingPro.com
051416 - explaining Home Warranty Insurance to cover all routine
051417 - home and appliance repairs for cost of $300 to $500
051418 - annually. ref SDS 7 EM73
051419 -
051420 - https://www.moneysavingpro.com/home-warranty/
051421 -
051422 -
051423 -
051425 - ..
0515 -
0516 -
0517 - Analysis
0518 -
051801 - We would like to get another mechanic who might be able to explain how
051802 - to trouble shoot the problem without anyone coming out to the house.
051803 - There may be a step in the maintenance operation that is not reported
051804 - on 041027. We would also like to get this task done, which took about
051805 - 2 minutes on the prior occassion, ref SDS 2 N46O, for less than $150.
051806 - Since GE's quotation policies were less than clear on the prior
051807 - transaction, we need an alternate vendor. ref SDS 2 1F5M
051808 -
051809 -
051810 -
051812 - ..
0519 -
0520 -
0521 - Discussion
0522 -
052201 - Home Depot Referral to Local Mechanic to Service GE Refrigerator
052202 -
052203 - Called Home Depot again...
052204 -
052205 - 925 798 9600
052207 - ..
052208 - Talked to Kathy in the Appliance Department.
052210 - ..
052211 - Explained the problem of water leaking from inside the refrigerator,
052212 - as presented to GE on 041026, and that GE quoted a price of $60 to
052213 - perform service. ref SDS 1 PQ3P
052215 - ..
052216 - Advised of GE's work fixing the problem by pouring a mixture of hot
052217 - water with baking soda into a drip channel at the back of the freezer
052218 - compartment, reported on 041027. ref SDS 2 YQ96
052220 - ..
052221 - Explained this problem has now occurred again. We have twice tried
052222 - the solution that GE used on 041027, but this has not resolved the
052223 - matter.
052225 - ..
052226 - Kathy said she has owned GE refrigerators for many years and has never
052227 - had any problems. She has worked in the Home Depot Appliance
052228 - Department for many years, where complaints are received. In all that
052229 - time, she has never heard of this particular problem. She feels it is
052230 - odd that GE claims this is a common problem, reported on 041026,
052231 - ref SDS 1 544M, and mentioned again the next day by GE's service rep
052232 - on the job, who said the problem is described in GE's service manual,
052233 - but is not disclosed in any literature to the customer. ref SDS 2 N46O
052235 - ..
052236 - Kathy said that Home Depot's quality control policy is to notify
052237 - customers of service problems with appliances that require time and
052238 - expense to maintain, as in this case: $145 to clear a frozen drip
052239 - trough. Home Depot is notified by GE and other vendors when issues
052240 - become known that affect customer purchase decisions. Kathy said GE
052241 - has not disclosed this problem to Home Depot. That's why the sales
052242 - people did not disclose the problem when the refrigerator was
052243 - originally purchased. She said the fact that this has happened twice
052244 - in six (6) months suggests a chronic condition that Home Depot should
052245 - notify customers about in making a purchase.
052247 - ..
052248 - Spending $145 every 6 months or so for service, plus the customer's
052249 - time to manage the case, will quickly exceed the original purchase
052250 - price. Kathy feels this conflicts Home Depot's policy to deliver
052251 - value to the customer.
052253 - ..
052254 - Kathy suggested contacting GE for a follow up visit.
052256 - ..
052257 - We reviewed the record on 041027 where GE charged about $150, more
052258 - than twice the initial quote of $60. As a result, to mitigate expense
052259 - in resolving this matter, we would like to find a local mechanic who
052260 - might be able to give us some pointers on fixing the problem without
052261 - having to charge another $150 for pouring hot water and baking soda to
052262 - clear a clogged drainage system.
052264 - ..
052265 - Kathy said Home Depot policy requires customer reps to only give GE as
052266 - the sole source for reparing GE products, regardless of past history.
052268 - ..
052269 - We discussed who at Home Depot can review application of the policy in
052270 - this case.
052272 - ..
052273 - Kathy said that Paul is assistant manager. She tried to transfer the
052274 - call. Got a busy signal.
052276 - ..
052277 - Called Home Depot back.
052279 - ..
052280 - Was connected with Paul.
052282 - ..
052283 - Reviewed the problem presented to Kathy. ref SDS 0 PP8T Paul agreed
052284 - with Kathy's assessment that requiring customers to maintain a leaking
052285 - refrigerator that costs $145 every 6 months seems very unusual. It
052286 - would be hard to sell a lot of GE refrigerators if customers were
052287 - informed about this problem by the sales people, since other
052288 - refrigerators don't have this maintenance requirement.
052290 - ..
052291 - Paul said he has had good luck working with...
052292 -
052293 - Friedmans Appliances
052294 - Concord off of Monument.
052295 - 925 602 1360
052296 -
052297 - [On 050620 charge of $100 reflects effective referral by Paul for
052298 - competitive service. ref SDS 5 K13K
052300 - ..
052301 - Paul wants to make a quality control call to GE and learn how they
052302 - respond to a similar request for service to fix this problem, as shown
052303 - on 041026. ref SDS 1 PQ3P
052304 -
052307 - ..
052308 - Thanked Paul for Home Depot's support. Will submit an email linked to
052309 - this record for guidance on evaluating resolution in this matter.
052310 -
052311 - [...below, submitted letter linked to his record to assist Paul in
052312 - working with GE on resolution of quality control issues.
052313 - ref SDS 0 UM5Q
052315 - ..
052316 - [On 050620 delivered repair invoice to Paul at Home Depot.
052317 - ref SDS 5 5Q6W
052319 - ..
052320 - One outcome might be for Home Depot sales practices to give buyers
052321 - notice that GE refrigerators require the customer to pay $150 every 6
052322 - months to maintain the product, so that people can make an informed
052323 - purchase. If GE and Home Depot determine that this record shows an
052324 - unusual frequency and expense for maintenance, then the best solution
052325 - might to replace the unit.
052326 -
052327 - [On 050620 submitted invoice for repairs to Home Depot to assist
052328 - Paul in resolving quality control issues. ref SDS 5 VY5O
052330 - ..
052331 - [On 050620 submitted letter linked to report on work performed
052332 - 050620. ref SDS 5 JY9H
052334 - ..
052335 - [On 170214 0931 received letter from MondySavingPro.com
052336 - explaining Home Warranty Insurance to cover all routine
052337 - home and appliance repairs for cost of $300 to $500
052338 - annually. ref SDS 7 EM73
052339 -
052340 - https://www.moneysavingpro.com/home-warranty/
052341 -
052342 -
052343 -
052344 -
052345 -
052346 -
052348 - ..
0524 -
0525 -
0526 - 1537
0527 -
052701 - Called Friedman's.
052702 -
052703 - Talked to Ed, and advised that Paul at Home Depot made a referral to
052704 - Friedman's.
052706 - ..
052707 - Explained the problem to solve of a leaking GE refrigerator, per
052708 - above. ref SDS 0 PP8T
052710 - ..
052711 - Ed said that he has taken service calls on refrigerators for six (6)
052712 - years and has never heard of this problem, which aligns with
052713 - experience at Home Depot, reported earlier today by Kathy in the
052714 - Appliance Department, ref SDS 0 LB9Y, and by Paul the Assistant
052715 - Manager.
052717 - ..
052718 - Ed asked for the record on the problem so that he can follow up. He
052719 - feels GE may have erred in this case.
052720 -
052723 - ..
052724 - Ed suggested talking to...
052725 -
052726 - Dave Little
052727 - Dunnrite
052728 - 925 672 8460
052730 - ..
052731 - Ed advised that Dave may be willing to come out and do this project in
052732 - place of GE, per objective set out above. ref SDS 0 009U
052733 -
052734 -
052735 -
052737 - ..
0528 -
0529 -
0530 - 1548
0531 -
053101 - Called Dave, and explanined the problem, per above. ref SDS 0 LB5I
053102 -
053103 - Advised that Ed at Friedman's Appliance made a referral. ref SDS 0
053104 - LC9E
053106 - ..
053107 - Dave said that ice build up in the condensate trough is a common
053108 - problem with some GE refrigerators, which aligns with Carrie's report
053109 - at GE on 041026, ref SDS 1 PQ3P, and further supports Kathy's report
053110 - today that Home Depot sales people notify customers of product defects
053111 - when they are notified by manufacturers, per above. ref SDS 0 YR42
053112 -
053113 - [On 050620 service rep clears problem again, and reports design
053114 - flaw. ref SDS 5 VX5I
053116 - ..
053117 - [On 050728 Susan clarified that while condensate leakage is a
053118 - commonly known problem, it is actually a rare event, possibly
053119 - reflecting a manufacturing problem. ref SDS 6 AN8S
053121 - ..
053122 - Dave said it can be tricky performing service, because the vertical
053123 - drain sometimes has to be cleared, and this requires disassembling the
053124 - back panel that seals the freezer compartment from the refrigeration
053125 - coils.
053126 -
053127 - [On 170214 0931 received letter from MondySavingPro.com
053128 - explaining Home Warranty Insurance to cover all routine
053129 - home and appliance repairs for cost of $300 to $500
053130 - annually. ref SDS 7 EM73
053131 -
053132 - https://www.moneysavingpro.com/home-warranty/
053134 - ..
053135 - This explanation aligns with the work Pete performed for GE the first
053136 - time a problem occurred on 041027. ref SDS 2 YR39
053138 - ..
053139 - Dave gave a cell phone number for a mechanic who can come out tomorror
053140 - or on Monday to fix the refrigerator. Sounds like the cost will be
053141 - less that GE charged.
053142 -
053143 - Mike
053146 - ..
053147 - Thanked Dave for helping.
053148 -
053149 -
053150 -
053152 - ..
0532 -
0533 -
0534 - 1603
0535 -
053501 - Called and left message for Mike to schedule a service visit.
053502 -
053504 - ..
0536 -
0537 -
0538 - 1719
0539 -
053901 - Mike called back.
053902 -
053903 - He is familiar with the problem of ice build up in the condensate
053904 - trough. We scheduled service for Monday 050620 1200.
053905 -
053907 - ..
0540 -
0541 -
0542 - 1826
0543 -
054301 - Submitted email to Paul at Home Depot saying...
054302 -
054303 - 1. Subject: GE Refrigerator Service Problem
054304 - Date: Fri, 17 Jun 2005 08:14:18 -0700
054309 - ..
054310 - 2. Paul,
054312 - ..
054313 - 3. Thanks for reviewing this matter, which we discussed this
054314 - afternoon. ref SDS 0 LC39
054316 - ..
054317 - 4. We purchased a GE refrigerator model GTS201CNAWW and serial #
054318 - GTS201CNAWW on Home Depot invoice or delivery #34548023 dated
054319 - 020725. ref SDS 1 VY8M
054321 - ..
054322 - 5. Last October on 041026 we noticed leakage on the floor and
054323 - investigation showed this came from inside the refrigerator.
054324 - We called Home Depot, and were referred to GE. We called GE
054325 - and they scheduled service the next day. We were told the cost
054326 - would be $60 for everything, as further set out in our record
054327 - on 041026. ref SDS 1 PQ3P
054329 - ..
054330 - 6. GE performed service the next day on 041027, and did a good
054331 - job, however, the charge was $145 for about 2 minutes work.
054332 - Additionally, the service rep indicated that customers can
054333 - perform this service. ref SDS 2 N46O
054335 - ..
054336 - 7. A few weeks ago, the problem occurred again. We tried the
054337 - solution that worked for Pete on the prior service call, but
054338 - the problem persists. After talking to Home Depot, and then to
054339 - Ed at Friedman's we contacted Dave Little, and he facilitated
054340 - scheduling a service call to fix the refrigerator later today
054341 - or Monday.
054343 - ..
054344 - 8. Generally, the prospect of having to call out a service expert
054345 - every 6 months or so and pay $145 to fix the refrigerator is
054346 - conflicting with industry practice for appliances to be
054347 - maintenance free, as noted by Kathy at Home Depot. ref SDS 0
054348 - LB45
054350 - ..
054351 - 9. I have never performed any service of any kind on a
054352 - refrigerator in 60 years. This makes the current situation
054353 - unusual.
054355 - ..
054356 - 10. Home Depot has done excellent work supporting the customer on
054357 - this matter, and we look forward to a continuing relationship,
054358 - as well as hearing your thoughts on a reasonable resolution.
054359 -
054360 -
054361 -
054362 -
054363 -
054364 -
054365 -
054366 -
0544 -