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 -