Question: I bought a GE refrigerator four years ago for over $3,000. The refrigerator unit has failed five times due to refrigerant leaks that technicians can’t find.
Each repair cost over $1,200, which was covered by my warranty, and I don’t have a refrigerator for weeks at a time. I’ve lost three frozen meals now. The technician told me that the pull line is so damaged from the previous repair that it might break if they try to repair it again. He wants to announce that it cannot be fixed but he says he has no authority.
GE continues to plan additional repairs instead of replacing the unit. I see they are on hold until my five year warranty expires next year. What did I do?
– Paris Perlick, Ladera Ranch, Calif.
A: You are absolutely right to be frustrated. Five failed repairs on a $3,000 refrigerator is more than reasonable, and may be a record for this column. GE seems to be playing the warranty waiting game.
After the third repair failure, GE was supposed to give you another refrigerator. Many state lemon laws do not apply to electrical appliances, but common sense applies. If a company can’t fix a product after multiple attempts, especially if its technician says it’s almost beyond repair, replacement is the next logical step.
GE’s five-year closed system warranty should cover this type of coolant leak problem. But the company has been dragging its feet, hoping you’ll give up or run out the clock on your warranty coverage. That is unacceptable customer service.
You could have avoided some of these nightmares by moving up to GE’s executive board. I publish contact information for GE customer service executives on my consumer advocacy website. A polite but firm email to one of these officials after a second repair failure could save you months of frustration.
He also had other options. Since you live in California, the Song-Beverly Consumer Warranty Act, which provides strong protection for defective products, would have helped you. The law requires manufacturers to provide remedies when they cannot fix the product after several attempts. You could also file a complaint with the California Attorney General’s office.
Federal law also protects consumers from companies that do not honor their written promises. If the manufacturer repeatedly fails to repair the product under warranty, consumers have the right to demand a replacement or refund.
Your case caught my attention because it is a textbook example of warranty abuse. When I contacted GE on your behalf, the company immediately agreed to install your refrigerator – something it should have done months ago.
Sometimes all it takes is a little media attention, and a determined consumer advocate, to pressure companies to do the right thing. I hope your new refrigerator will serve you well for years to come.
Christopher Elliott is the founder of Elliott Advocacy, a non-profit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him on the nonprofit’s site.
