"You're absolutely right to be frustrated. Five failed repairs on a $3,000 refrigerator is beyond reasonable, and it may even be a record for this column. GE sure seems to be playing the warranty waiting game. After the third repair failure, GE should have offered you a replacement refrigerator. Most state lemon laws don't apply to appliances, but common sense does."
"When a company can't fix a product after multiple attempts, especially when their own technician says it's likely unrepairable, replacement is the logical next step. GE's five-year sealed system warranty should cover this type of coolant leak problem. But the company has been dragging its feet, hoping you'll either give up or run out the clock on your warranty coverage. That's unacceptable customer service."
"You could have prevented some of this nightmare by escalating sooner to GE's executive team. I publish the contact information for GE's customer service executives on my consumer advocacy website. A polite but firm email to one of these executives after the second repair failure might have saved you months of frustration. You also had other options. Since you live in California, the Song-Beverly Consumer Warranty Act, which offers strong protections for defective products, could have helped you."
A four-year-old GE refrigerator experienced five freezer failures due to a coolant leak that technicians could not locate. Each repair exceeded $1,200 and left the freezer unusable for weeks, causing multiple losses of frozen food. A technician warned that the suction line was severely damaged from prior repairs and might break if repaired again, calling the unit likely unrepairable. GE continued to schedule repairs instead of replacing the appliance, despite a five-year sealed system warranty that should cover the leak. California's Song-Beverly Consumer Warranty Act could offer strong protections. Escalation to GE executives or legal remedies may be necessary.
Read at www.mercurynews.com
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