THE WELCH COMPANY
440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700
rodwelch@pacbell.net
S U M M A R Y
DIARY: August 8, 2005 08:03 AM Monday;
Rod Welch
GE representative visit to fix refrigerator ice maker and check dent.
1...Summary/Objective
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CONTACTS
0201 - General Electric
020101 - Ms. Susan Gregory; Assistant to the Chairman
020103 - Executive Office
SUBJECTS
GE Lost Letter Dated 050718 Show Something Logged into System on 050
GE Solution Repair Replacement Refrigerator Pay Customer Cost of Rep
0704 -
0704 - ..
0705 - Summary/Objective
0706 -
070601 - Follow up ref SDS 27 0000. ref SDS 26 0000.
070602 -
070603 -
070604 -
070605 -
070606 -
070607 -
070609 - ..
0707 -
0708 -
0709 - Progress
0710 -
071001 - This follows up the call from GE last week, saying their service
071002 - representative for this area got sick, and so service scheduled by
071003 - Susan on 050726, ref SDS 27 AO8H, for 050802 was deferred a week until
071004 - today.
071005 -
071007 - ..
0711 -
0712 -
0713 - 0741
0714 -
071401 - Received a recorded telephone message reminding of the meeting today
071402 - with GE, and saying that Millie is the first service call today
071403 - beginning at 0800. GE's telephone messaging system requested
071404 - confirmation that this time is convenient for the customer.
071406 - ..
071407 - Pressed the buttons notify GE to procede.
071408 -
071410 - ..
0715 -
0716 -
0717 - 0810
0718 -
071801 - Pete Anderson arrived to service the refrigerator.
071802 -
071803 - Pete recalled performing work on the 1st GE refrigerator on 041027.
071804 - ref SDS 10 PR5N
071806 - ..
071807 - Pete examined the freezer door and found damage previously reported to
071808 - GE in Millie's letter on 050718, ref SDS 24 9L6F, citing problems
071809 - during original installation by GE (Phillips) on 050718. ref SDS 23
071810 - 4S60
071812 - ..
071813 - Pete said the cost to replace the door is...
071814 -
071815 - Parts......................... $178
071816 - Labor......................... 125
071817 -
071818 - Total installed, tax included......... $303
071820 - ..
071821 - Pete adivsed that based on the inspection today, he ordered a new part
071822 - to replace the door. He expects the new part will be delivered to
071823 - Millie in about 30 days. Pete explained GE's practice for the
071824 - customer to open delivered parts and inspect for damage, then call GE
071825 - to schedule installation or replacement in the event of damage during
071826 - delivery.
071828 - ..
071829 - We did not discuss customer practice to avoid handling of vendor
071830 - products to reduce controversy about responsibility for defects.
071831 - Susan indicated on 050728 that GE applies very fine and stringent
071832 - distinctions to attribute customer liability. ref SDS 27 4S5H
071834 - ..
071835 - Pete inspected the ice maker. He removed a plastic cover plate to
071836 - inspect a set of gears that drive release of the ice. The gears
071837 - seemed to operate correctly. Pete said there is a defect related to a
071838 - "heating" mechanism that releases ice into the user tray.
071840 - ..
071841 - Pete pulled the refrigerator out from the stall to inspect connections
071842 - for water and power in the back. He said this appears to okay.
071844 - ..
071845 - Pete opened the box for the new ice maker, received separately from GE
071846 - a few days ago. He found the replacement part is the ice maker model
071847 - with an electrical power switch, rather than the model being replaced
071848 - that does not have a switch, as noted in Millie's letter to GE on
071849 - 050718. ref SDS 24 EK6F This might relate to the failure of the ice
071850 - maker, in that the model that failed combines the power switch with
071851 - the ice elevation lever. Possibly, this design did not work as well
071852 - as expected.
071854 - ..
071855 - Pete installed the new ice maker.
071857 - ..
071858 - He did some diagnostics that indicated to him the system is likely
071859 - operating correctly. Pete said he cannot test ice making, because
071860 - this takes about four (4) hours before the first ice is produced.
071862 - ..
071863 - Pete commented about ice build up observed today on the manifold in
071864 - the freezer, which was reported in Millie's letter to GE dated 050718.
071865 - ref SDS 24 ZY3I He assured this is not related to the failure of the
071866 - ice maker. Pete recommended not storing anything in front of this
071867 - manifold, which is in the center of the freezer, and so further
071868 - reduces the space available for customer storage, also, cited in
071869 - Millie's letter to GE on 050718. ref SDS 24 9L6L
071871 - ..
071872 - We recalled that nobody with GE disclosed this factor about limited
071873 - storage space. Pete said he thinks there is something in the owner's
071874 - manual that tells the customer after purchase, and installation that
071875 - storage is limited in the freezer by GE's manifold design.
071877 - ..
071878 - Pete said the cost for replacing the ice maker is...
071879 -
071880 - Parts......................... $142.65
071881 - Labor......................... 102.14
071882 -
071883 - Total installed, tax included......... $244.79
071884 -
071886 - ..
071887 - This makes the total additional expense $547.79 to repair the
071888 - refrigerator, or $89 more than GE owes to resolve the original claim
071889 - of $758, of which GE still owes $458, as shown on 050728. ref SDS 27
071890 - SV9J
071891 -
071893 - ..
071894 - After completing the work, Pete sumbitted the following receipt for
071895 - the work today...
071896 -
071897 - GE Appliances
071898 -
071899 - GE CONSUMER HOME SRVICES
071900 - SERVICE 800 432 2737
071901 - PARTS 800 626 2002
071903 - ..
071904 - Invoice Number.............................. 382622
071905 - Invoice date................................ 050808
071907 - ..
071908 - Technician Number: 125 23 0476 Pete Anderson
071910 - ..
071911 - Service Address
071918 - ..
071919 - Product
071920 -
071921 - GE/Hotpoint
071922 - Refrigerator
071923 - Model No. GTS22JCPBRWW
071924 - Serial No. FH309093
071925 - Installation date: 050629
071926 -
071927 - This date conflicts with the record showing the
071928 - refrigerator was installed on 050715, ref SDS 23 5V4I;
071929 - GE documenation also entered on 050715 does not show
071930 - the date of 050609 anywhere. ref SDS 23 LR5N
071932 - ..
071933 - Reason for service: Ice maker not working...not making ice.
071935 - ..
071936 - Contract Number:
071938 - ..
071939 - Labor:
071940 - Replace ice maker - replace complete......... $0.00
071942 - ..
071943 - Total Labor.................................. $0.00
071944 -
071946 - ..
071947 - Parts
071949 - ..
071950 - Q Part # Unit Price Total Price
071952 - ..
071953 - 1 WR30X10012 $142.65 $0.00
071955 - ..
071956 - Total Parts.................................. $0.00
071957 -
071959 - ..
071960 - Mail Out Parts
071962 - ..
071963 - Q Part # Unit Price Total Price
071965 - ..
071966 - 1 WR78X10507 $178.50 $0.00
071968 - ..
071969 - Total Mail Out Parts......................... $0.00
071971 - ..
071972 - Total Amount
071973 - Subtotal..................................... $0.00
071974 - Tax.......................................... $0.00
071975 - Total Amount................................. $0.00
071977 - ..
071978 - Thank you for using GE consumer service! Please visit our
071979 - website at...
071980 -
071981 - http://www.geappliances.com
071983 - ..
071984 - Signature
071985 -
071986 - [Pete said signature is not necessary]
071987 -
071988 -
071989 -
071990 -
071991 -
071992 -
071993 -
071994 -
071995 -
071996 -
071997 -
0720 -
Distribution. . . . See "CONTACTS"