General Electric is a humongous company. If it exists, they probably either 1) make it, 2) make a part that goes in it or 3) consult on the production of it. They do everything from light bulbs, to airplane engines, to wind turbines, to nuclear reactors, to movies (Universal is owned by GE) to television shows (NBC is owned by GE).
I used to work for them. I know what they are like. They are all about 'The Process'. The Process is what is all fired important. It is, in fact, THE most important thing at GE. Even in the customer service arena, the customer takes a back seat to The Process. A CSR can have 1000 customers angry with their performance, but as long as the CSR followed the process, they don't have to worry about a poor review, or losing their job. Meanwhile, a different CSR can have 1000 customers happy as snails, and ready to throw away all of their appliances today, and spend their hard-earned Benjies on brand spanking new GE appliances, but if that CSR didn't follow The Process, they are in danger of losing their job and will undoubtedly receive a poor review. In GE, The Process is everything...always.
About eight years ago we purchased a new washing machine. It was a GE brand. It world great for us for about six years, then started to show signs of wear and tear. We have three kids. We do laundry probably five days out of seven every week. The machine was used and abused for six straight years. Then about two years ago we had to have the service guy out to fix it for the first time. Over the past two years, the service guy has been out to fix our old GE washer maybe eight or ten times. Finally, we decided that it was time to get a new machine.
We had such a great experience with the previous GE machine, we naturally gravitated to a new GE machine. What we ended up with was basically an updated model of the one we had. We had it about a month before it started making some gawd awful noise. We called GE since it was still under warranty, and they came out and fixed it. Some kind of stabilizing arm had broken. That should have been the first clue that this machine was made with quality that was almost-but-not-quite exactly unlike the quality of our old machine.
We had the machine a mere month before it broke down and we had to call invoke our warranty to have it repaired. I seems that some dohickey responsible for the stabilazanitator that connects to the thingamabob broke. Ummmmmkaaay...sure. They fixed it it all up and everything went humming along splendidly for the next five months. Then one night, after putting a load in the wash, and settling down to see what questions weren't going to be answered on LOST that week, a noise came rumbling up from the basement. It was an ominous noise. Not unlike (I would imagine) two buffalo fighting. I don't mean just butting heads fighting - the way animals do in Wild Kingdom - I mean real honest to goodness, John Wayne style knock-down drag out fighting. It seems the entire house was shaking.
Long story short, the washer quit...again. So now we've had this thing six months, and it has broken down twice. Call up GE again, they say they'll send someone out on Monday. Monday comes and goes, no one show sup. call them back. They say someone will come out on Thursday. This time someone actually shows up (surprise!). Bad news is, he has to order parts. Worse news is, one of the parts is back-ordered. Back ordered. The machine is six months old. I would expect a part for...say...a ten year old machine to be back ordered. But six months? Either this part that broke is so freaking rare that they don't feel the need to keep any in stock...anywhere, or the parts breaks so fracking much they can't keep them in stock. I'm leaning towards believing the latter.
Fast forward a month - that is a month, mind you, where we were spending $60+ dollars a week at the darned laundromat - and they repairman finally comes back to the house. All ready to make the machine purr like a kitten again (not to mention actually wash clothes). And...OOPS...there is yet ANOTHER part the guy needs. And guess what? They don't have THAT part in stock either, and need to order it from GE. The guy says he'll be back next Friday to fix it (I think he is assuming the part is not on back order - a pretty big assumption if you ask me).
So, we get to look forward to yet another fun Saturday afternoon at the laundromat.
I seriously cannot see myself buying another GE product, period. These people have really ticked me off but good.
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