GE Profile Refrigerator

[G. Isaacs]

We purchased a GE Profile refrigerator at the end of May of 2006. In January of 2008, the temperature control started behaving erratically. The temperature in the freezer got as high as 23 degrees. At first, I thought the door wasn’t sealing properly.

I discovered that the fan motor on the compressor was either not working properly or shutting off too soon, and that is what was causing the problem with the temperature regulation.

I was told it would be relatively inexpensive to replace the motor. I have since learned that the problem is the control board, and that we have to replace both the motor and the control board, which would cost $218 for the parts alone. GE admitted to having a number of problems with this model of refrigerator/freezer.

The repairman said he would have to bill us $318 to fix the freezer, due to this design flaw.

I think GE should repair the problem at no charge. We shouldn’t have to spend $318 to repair a poorly designed refrigerator that we paid over $1,000 for 1 ½ years ago. We were planning on buying a GE stainless range soon. We might have to reconsider spending $1,400 on a product that likely won’t work right in a year or two.

[Diana]

It looks like others have complaints about the GE Profile refrigerators:
http://www.complaints.com/directory/2005/july/28/24.htm
http://www.complaints.com/directory/2005/august/20/6.htm
http://www.complaints.com/directory/2005/january/14/20.htm
http://www.complaints.com/directory/2006/october/1/7.htm
http://www.consumeraffairs.com/homeowners/ge_refrigerators.htmhttp:...
http://tinyurl.com/2cflm7

There are class action suits about other GE refrigerators.

Ray Graft, VP of Consumer Relations, might be able to help.

I'll contact GE and see what they say.

[Diana]

I understand that this is a GE Profile #PFS22SBSBSS.

[Diana]

After I spent 4 hours on the phone with GE, they agreed to send out the parts to fix the refrigerator at no charge. George will have to pay $100 for the service charges to fix the refrigerator.

If you have a similar problem, I recommend searching the Internet by using the Model #. If many others are having the same exact problem with an appliance, you should file a formal complaint and let the manufacturer know what you have found. If there is a major design flaw or there were faulty parts used in that model, the manufacturer should make good on the problem.

I recommend either e-mailing, calling an executive or writing the manufacturer. (This Web site lists Corporate Executive contact information.) Many companies make it next to impossible to get anyone on the customer service line with any authority to make something happen.

If you cannot get satisfaction, you might consider contacting others with the same problem and consider a class action lawsuit.

[Diana]

I called GE on 3/21 to check on this situation and spent four hours on the phone with them before they would agree to send the parts at no charge. GE CS left a VM on 3/24 to confirm the address to ship parts to.

Ms. Watson, GE, called on 3/25 and I made sure she had the correct address. She said the parts would be ordered. By 4/2, the parts hadn't arrived, so I called GE and spoke to a CS rep. The parts were never ordered. She said she would make sure the parts were ordered, and that someone would be in touch within 48 hours to confirm this. No one called.

I called GE again. The parts had not been ordered AGAIN. This time I spoke with Pam. She was great and she said she would overnight the parts. Ms. Watson called to confirm. We'll see if they actually ship the parts this time.

THIS IS CUSTOMER SERVICE?