CONTACTS 

SUBJECTS
Refrigerator Leaking Again Contacted Home Depot for Referral to Anot

0403 -
0403 -    ..
0404 - Summary/Objective
0405 -
040501 - Follow up ref SDS 13 0000. ref SDS 12 0000.
040502 -
040503 - Per Millie, placed order for refergerator.  It will be delivered in 4
040504 - to 5 days.
040505 -
040506 -
040507 -
040509 -  ..
0406 -
0407 -
0408 - Progress
0409 -
040901 - Background...
040902 -
040903 -              Letter to Paul.......... 050616, ref SDS 7 LM5L,
040905 -               ..
040906 -              Service................. 050620, ref SDS 8 0001
040908 -               ..
040909 -              Letter to Paul notify
040910 -              product defective....... 050620, ref SDS 8 JY9H
040912 -               ..
040913 -              Discussion Danelle...... 050627, ref SDS 9 018H
040915 -               ..
040916 -              GE's offers half off
040917 -              on replacement.......... 050628, ref SDS 10 PJ6B
040919 -               ..
040920 -              GE discloses replacement
040921 -              spec, not clear same
040922 -              problem does not
040923 -              exist................... 050630, ref SDS 11 0001
040925 -               ..
040926 -              GE discloses cost
040927 -              of replacement.......... 050707, ref SDS 12 9C4F
040929 -               ..
040930 -              GE recommends inspecting
040931 -              floor model............. 050711, ref SDS 13 J96L
040932 -
040934 -  ..
040935 - Called GE on case number...
040936 -
040939 -  ..
040940 - Telephone number was...
040941 -
040942 -            800 386 1215
040944 -  ..
040945 - On hold...
040947 -  ..
040948 - Talked to Jarmaine
040950 -  ..
040951 - Explained we were undable to see a floor model, recommended by
040952 - Bernadete at GE yesterday, because nobody has the product in stock,
040953 - per the record. ref SDS 13 J96L
040955 -  ..
040956 - Jarmaine said this new model solves the problem with the previous
040957 - model of leaking condensate trough, reported on 050620. ref SDS 8 VX5I
040959 -  ..
040965 -  ..
040966 - Jarmine confirms total cost, installed, tax included, and removing
040967 - existing refrigerator...
040968 -
040969 -                     $507.79
040971 -  ..
040972 - Delivery in 4 - 5 days.
040974 -  ..
040975 - Millie will get a call, and they will schedule a specific date for
040976 - delivery.  This should be Friday - Monday, so Mil will be home.
040977 -
040978 -     [On 050728 Millie requested a receipt from GE on this transaction,
040979 -     and GE refused to issue a receipt to the customer on replacement
040980 -     transaction. ref SDS 17 AO8H
040981 -
040982 -
040983 -
040985 -  ..
0410 -
0411 -
0412 - 1353
0413 -
041301 - Submitted this record to Millie showing the transaction on the
041302 - refrigerator has been concluded.
041303 -
041304 -
041305 -
041306 -
041308 -  ..
0414 -
0415 -
0416 - 1622
0417 -
041701 - Received a letter from Millie saying...
041702 -
041703 -    1.  Subject: RE: Refrigerator Delivered 4 - 5 Days
041704 -        Date: Tue, 12 Jul 2005 15:40:59 -0700
041708 -         ..
041709 -    2.  Any chance of formulating a letter to the service department
041710 -        some time this week?  So far the refrigerator is costing us the
041711 -        full price considering I paid $250.00 for service within the
041712 -        last nine months.
041714 -  ..
041715 - Address for filing the claim is in the record on 050628, ref SDS 10
041716 - SQ52
041717 -
041718 -             [On 050718 submitted demand to recover $750 costs of
041719 -             repair and replacement. ref SDS 15 YE9N
041720 -
041721 -             [On 050728 concluded transaction, GE to pay $300, which is
041722 -             $250 for repair, and $50 on replacement costs; and GE will
041723 -             repair defects in the replacement unit. ref SDS 17 EX65
041724 -
041726 -  ..
041727 - Chronology of case history...
041728 -
041729 -             [On 050728 GE reports accurate record with precision
041730 -             access to relevant case history aids understanding context
041731 -             that expedites resolution of pending issues. ref SDS 17
041732 -             AN6Y
041734 -         ..
041735 -    1.  Refrigerator acquired cost $600
041736 -        on 020725 from Home Depot in
041737 -        Concord, CA for model GTS201CNAWW,
041738 -        serial number HD041826............... 041026, ref SDS 3 0W5O
041740 -         ..
041741 -    2.  Original problem of freezer
041742 -        condensate overflow and leakage
041743 -        reported to GE; and, GE advised
041744 -        this is a common problem known to
041745 -        the service department............... 041026, ref SDS 3 PQ3P
041747 -         ..
041748 -    3.  GE made repairs...................... 041027, ref SDS 4 0001
041750 -         ..
041751 -    4.  Same problem occurred about 6
041752 -        months later......................... 050616, ref SDS 7 0001
041754 -         ..
041755 -    5.  Service rep again said that freezer
041756 -        condensate leakage is a common
041757 -        problem on some GE refrigerators..... 050616, ref SDS 7 7X6O
041759 -         ..
041760 -    6.  Appliance manager reported that
041761 -        condensate overflow leakage was
041762 -        not known to Home Depot; that GE
041763 -        routinely reports service issues
041764 -        to Home Depot for disclosure to
041765 -        customers, but did not do so in
041766 -        this case, and that had GE
041767 -        disclosed this problem, then Home
041768 -        Depot's quality control policy
041769 -        to disclose known service issues
041770 -        to customers would have required
041771 -        Home Depot to have disclosed the
041772 -        problem to the customer, so that
041773 -        the customer would have been
041774 -        warned to buy a different
041775 -        refrigerator......................... 050616, ref SDS 7 PP8T
041777 -         ..
041778 -    7.  Service rep clears problem, and
041779 -        concludes design flaw................ 050620, ref SDS 8 VX5I
041781 -         ..
041782 -    8.  GE Customer Relations assigned
041783 -        Case Number 4944578; says GE
041784 -        Service Department did not report
041785 -        commonly known problem of failed
041786 -        condensate overflow to Customer
041787 -        Relations, and therefore, until
041788 -        the customer complained, this was
041789 -        not a documented problem which
041790 -        GE could notify vendors like
041791 -        Home Depot in order meet quality
041792 -        requirements on disclosure........... 050628, ref SDS 10 PK50
041794 -         ..
041795 -    9.  GE Customer Relations reported
041796 -        company policy prevents offering
041797 -        equitable remedies to compensate
041798 -        for customer loss caused by
041799 -        failure to disclose known latent
041800 -        product defects; recommended
041801 -        contacting the manager............... 050628, ref SDS 10 SQ52
041803 -         ..
041804 -   10.  GE discloses cost to customer
041805 -        for a servicable product will
041806 -        require additional payment to
041807 -        GE of $507 on top of cost of
041808 -        repair costs of $245................. 050707, ref SDS 12 9C4F
041810 -         ..
041811 -   11.  GE delivers refrigerator; smaller
041812 -        than prior model, costs more;
041813 -        freezer door damaged during
041814 -        installation; ice maker doesn't
041815 -        make ice............................. 050712, ref SDS 14 5V4I,
041817 -         ..
041818 -   12.  Reported damaged freezer door to
041819 -        Phillips; Dayna said to notify
041820 -        GE................................... 050718, ref SDS 15 FR54
041822 -         ..
041823 -   13.  Submitted letter notifying GE
041824 -        of problems on transaction, and
041825 -        made demand for extra cost to
041826 -        complete purchase of refrigerator
041827 -        on case number 4944578............... 050718, ref SDS 15 YE9N
041829 -         ..
041830 -   14.  Ice maker fails to perform,
041831 -        notified GE in letter................ 050718, ref SDS 15 EK6F
041833 -         ..
041834 -   15.  GE cannot find letter dated
041835 -        050718; requested email, which
041836 -        was submitted to Susan............... 050727, ref SDS 16 6T93
041838 -         ..
041839 -   16.  GE found letter dated 050718
041840 -        attached to email sent to Susan
041841 -        on 050727; making review to
041842 -        develop work plan.................... 050728, ref SDS 17 YE9N
041844 -         ..
041845 -   17.  GE offers to repair defects in
041846 -        new refrigerator, and to pay
041847 -        costs of $250 for repairs, and
041848 -        to pay $50 of the $508 for
041849 -        extra replacement costs.............. 050728, ref SDS 17 AO8H
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0419 -