Customer hesitant to complain about microwave woes, again
Q. I have a microwave, which is still under warranty, and has previously broken three times. General Electric did not resolve my issues when I called to complain. Then they did not answer my letters. I have already paid more than $500 for repairs since the warranty only covered part replacement. There is obviously something wrong with this microwave, and GE refuses to acknowledge it. The same part has now broken again, and I cannot bring myself to deal with them again. I have been without a microwave for several months now. Is this something you can help me with?
ANONYMOUS
A. As we’ve discussed here quite recently, customer service can be an extraordinary challenge and adventure. So, sometimes the consumer has to elevate the situation - if they want some sort of resolution - whether that means going to a government agency, business group, or the media.
In rather short order after having the situation brought to her attention, Allison Gatta, who handles media requests for GE Consumer & Industrial, tried to get to the bottom of this situation. The magnetron tube - the major component that lets a microwave cook - was the issue, Gatta said.
That was a good news-bad news answer since some parts of the warranty run for another couple of years. Not that one, Gatta said.
“GE’s original equipment warranty covers replacement of the magnetron tube for five years, but the labor to install a replacement magnetron for one year,’’ Gatta said. “If a consumer wishes to extend the labor warranty beyond one year, the consumer can purchase an extended warranty contract.’’
Wait, it gets worse.
“In this case, the microwave oven is now eight years old. The consumer did not purchase an extended warranty,’’ she said. “Previously, GE has offered the consumer concessions to help remedy the situation, most of which the consumer declined.’’
Not wanting this situation to end on that low note, GE decided to offer the customer one last concession. “As a final attempt to resolve this situation, we offered her a discount on an upgrade . . . which the consumer has accepted,’’ Gatta said.
With mixed feelings, the reader accepted the deal and spent $690 for another GE microwave that will hopefully work better.
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