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General Electric Complaint - Consumer and former customer - Electric 50 gallon water heater
General Electric Complaint

General Electric Complaint


Consumer and former customer - Electric 50 gallon water heater

On December 26 2007 I bought (on line) a 12 year 50 gallon electric water heater from Home Depot and included an unlimited warranty in the purchase. I paid $1071 with a credit card for the tank and installation. Home Depot assigned the installation to a national firm. They came to my home on 12/26 to install it. My electrical wiring did not have a proper cut-off switch so I had to have an electrician rewire my closet area before the tank could be finished. The next day the plumber came back to complete the job only to find that the tank was defective. The plumber had to wait on the phone for over four hours to get authorization from GE to obtain a replacement water tank, subjecting him the most rigorous testing to ascertain that the tank really was defective. The plumber went to Home Depot and secured a second tank. The final install was completed on January 8, 2008. We were without hot water for over two weeks. Now the newer tank has malfunctioned. I called GE who claimed that my tank was out of warranty so it wasn't their responsibility to repair it. GE recommended I take a circuit tester to see if the tank had defective elements. I explained I knew nothing about testing and that's why I hired the installment done in the first place. They denied liability! They said I should hire a contractor(sid) to check it out. I then called Home Depot's extended warranty department. They had no record I had purchased a tank or a warranty. Fortunately I kept all the documentation and credit card evidence and with the help of a VERY dedicated store manager at store Home Depot 3902 in Oklahoma City I was able to prove my purchase through her. By the way she was cut off her call after being on the phone for over 15 minutes! Finally I have evidence of my extended warranty and a plumber has been assigned to repair my water tank. GE could use some training of their personnel and so could Home Depot's Extended Warranty Department.

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rchitwood says: (7 years ago)
I have heard alot about the energy saving light
bulb from general electric. Well I broke down
and paid a huge price but I purchased six of
them. They were suppose to last five years.
Two of them are now burn't out. I have had them
under a year. So much for the big and trustworthy
General Electric. Your consumers are very
disapointed in your product.

Mark234 says: (10 years ago)
Beware of GE Customer Service. I had a very serious problem with 220 volt wiring at the top of the tank that represented a fire hazard.

I contacted the GE Warranty Call Center and received every conceivably bizarre recommendation on what to do because the unit simply was not heating water even with a change in circuit breakers. One customer service rep told me it had to be the upper tank heater element and they would send one out to me to change. (It never arrived.) She was certain I had burnt out the element even though I informed her the water levels were consistently high and normal. Another told me to go to Home Depot and diagnose the unit myself with a continuity tester device since it was just slightly out of warranty but the problem occurred in warranty (go figure). They were very uniformed and have extremely low technical knowledge.

I had my electrician to my home again to discover that the wiring under the metal cover on top had shorted out and did everything but explode. He rewired the hot water heater, checked the breakers again and the unit works fine and the cause of the short remains a mystery. For days my family was in jeopardy from a major electrical fire because the breakers were left on when I finished testing this so called safe unit not knowing it was shorted out at the top.

There is a lot more to relate, however, I can tell you that these people are incompetent; have no technical knowledge of significance; do not maintain correct progress notes, and in general every call to them is a shot in the dark. The service company they recommended as one they work with did not even have a policy to get reimbursed for warrantied parts. Thus, I never called them.

The most outrageous and dangerous thing they are doing is telling homeowners to "fix it themselves". I have an engineeering background of which they had no idea. I know what kind of voltages run through the areas they want customers to test. One wrong move at the breaker panel and finger on a live wire or screw and a person could be fried.

I think from all I have related people can come to the conclusion that they are underpaid incompetents who should never be advising people to work with 220V electrical devices and are irresponsible.

By the way, it took over 10 days to finally give up on GE and solve the problem along with my electrician. What a poor excuse for "service". They need to be technically trained and legally advised. Very disappointed.

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