I am writing to you concerning a problem I am and have been having since July 2010 when I purchased the unit a GE French door, freezer on the bottom, cabinet depth refrigerator model #PFIC1NFZBV (brand new) at Hometown Brand Center in Bangor, PA.
The refrigerator was delivered at the end of the month and installed. I noticed that something was wrong with the temperature since the food was freezing in the refrigerator on the shelves and in the drawers. I thought that I just needed to get it regulated correctly and reviewed the steps in the booklet for the proper temperature setting which the controls are digital. The freezing continued even though I had the correct temperature setting on the readout.
I called Hometown Brand Center to inform them of the problem on August 23, 2010. On August 24, 2010 they called to state the on September 1st they would send a repair man to come to our house at no charge to us to see what the problem was.
On September 1st a repair man came out.
On September 4, I called them again as the refrigerator was still freezing food.
Again Hometown Brand Center called to schedule another repair for September 7th.
On September 7, the repairman came out, still at no charge to us, and changed the "brain"(sensor) and installed a vent on the top left side; he also stated that this was one of several fixes from e-mail sent by GE to their vendors to rectify the problem(s).
Again on September 22, I called as the same problem was still happening; the food in the refrigerator was freezing. The repair man came out and stated he called GE and they said to replace the damper gasket. At this time he gave me the customer service number for GE as they would need to continue any further repairs. These are the dates that repair men came to the house. The one on11/? is documented on their end, however, I do not have the day but I know he was here twice in November.
8/24
9/7
9/22
10/13
11/?
11/19
12/7
12/11
1/5/11 called consumer relations spoke with Tywana she will send GE repair man1/10/11, she also sent letter of replacement with only for same model (new case#11541089)
1/12/11 independent delivery service person from RAS called to schedule delivery of replacement on 1/11/11
1/24/11 I called and spoke with Angela to inform that the new unit she requested for me to leave vm on Tywana's vm-I did
1/26/11 the repair man called to set up appointment/he came same problem as previous and he ordered same part again
2/17/11 called consumer relations spoke with Tad-he wanted to review case & would call me back- he did not
2/25/11 Tywana called us and left message again to call her
3/3/11 I called and spoke with Carmen I explained briefly the situation to her she would e-mail Tywanna to inform
3/5/11 rec'd letter from Tywana that the case would be closed and if there is a problem to contact them???
Nothing is resolved!!!
I have since left numerous voice msgs for Tywana offering our e-mail address as phone tag is not working and she thinks that means that the issue is resolved! I have not had any e-mails to pjssr@ptd.net
And have not heard from her since
Please I really need intervention with this issue-it’s constantly like I'm in a loop of ground hog day-
Please keep in mind that this is a Brand NEW refrigerator, as I have stated to them many times it was not second hand or an appliance I picked up on garbage day from someone's trash.
I called GE and spoke with their customer relations department, Jenine Rucker, and had a conversation with her. The outcome was I was a dissatisfied customer she requested that we contact each other via e-mail which I did. A case number (11260969 CA) was issued to me
Initially on September 9, Jenine stated that the unit is repairable for one year??? And the repairs would need to be done before a buyback would be considered. To make it short I have complied and to date, 12/28/10 the food is still freezing. I called them today and they would send me another unit (no guarantee it would be any better-I think they just cross their fingers) and have their people deliver and install the new unit and remove the old unit. Ok. Now if that one has a problem we go through the same scenario of months of repairs and then they will tell me that "oops" you have had it too long to bad it is no longer GE's problem?!
I have dates and documentation for the repairs and also the e-mails I sent and received. I like the color and size of the appliance; however, it does not function properly.
I have lost several hundred dollars’ worth of food, they did compensate me from their insurance company, (by the way this insurance phone number was given to me early on-how do they have this in place -anticipation of the problem or numerous other similar cases?) and I called just today and was offered $. I accepted that. I did not call early on as I was concerned with the fix for the problem and also did and do not want to be stuck with a product that is defective. By the way it was not a low end appliance.
I am frustrated and do not know what to do-I need a refrigerator, however, I do not want to go through five or six more months of the same problems and then be told too bad your warranty of 1 year is over and I get stuck with this and no satisfaction. I also don’t want to be taken advantage of by a big company just because they can-I also feel that month after month is ridiculous I paid cash up front in good faith.
Thank you for your consideration if there is anything that can be done, I wanted to deal with local business, they have stepped out of it saying it was a special order, well the day I ordered it the sales person said they had what I was looking for only could not have every model on the floor but could get it-is that special order? So if nothing else at least it is more documentation. Regardless within the first month it should work-yes?
Sincerely,
Annmarie Scarfaro
Saylorsburg, PA 18353
610-381-7147
Please if you need to e-mail use pjssr@ptd.net
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