GE: "Your Broken Refrigerator Is Working Fine"

To say that Paul is upset about his refrigerator would be an understatement.

8 weeks ago he bought a GE fridge from Home Depot.

According to Paul’s blog, “Over the telephone GE has repeatedly told me that my GE refrigerator is operating normally and is safe to use even though the freezer temperature goes into the 40s and the refrigerator temperature goes into the 60s.” Well, Paul. That GE CSR is completely full of crap. According to the USDA, foods held at temperatures above 40

F for more than 2 hours should not be consumed. Got that, GE?

Read Paul’s complaint inside.

Paul writes on his blog:

Eight weeks ago, we purchased a brand new GE refrigerator from Home Over the telephone GE has repeatedly told me that my GE refrigerator is operating normally and is safe to use even though the freezer temperature goes into the 40s and the refrigerator temperature goes into the 60s. The last GE service technician to visit said he would not use the refrigerator but could not find the problem. Given that I never know if, when, or for how long the refrigerator will fail I will not trust this unit again.

We have lost hundreds of dollars worth of food, hours worth of time, and weeks of frustration. We currently have no food that requires refrigeration or freezing.

Two service technicians have looked at our refrigerator. The first said he fixed the problem by replacing the power control board. With a few days it failed again. During the second failure the ice cream in the freezer turned to a liquid, soaked through the cardboard container and formed a puddle. I don’t know how long this takes but I would not be surprised if the freezer had been above freezing for days. (Our house has had uninterrupted power for years. If our house had lost power, several of our clocks would have needed resetting.)

Everyone I have talked to at GE says they will not help us. They say the refrigerator may never rise above the appropriate temperatures again. Our refrigerator works to GE’s standard of quality. I still can not believe this is actually the position of the GE corporation. I explicitly asked my headquarters case manager, Richard, if this just his position or if it was GE’s. He indicated it was GE’s. I said since this is a matter of my family’s safety and I found this position untenable for a respectable American corporation, I wanted it in writing. I asked the manager to fax this statement to me. He would not. I asked for it in an email or in postal mail. He said he would never put anything in writing.

Unlike most appliances, a refrigerator is responsible for the safety of our food and thus the safety of my family. When I told my headquarters case manager, that I could no longer use the refrigerator because I believe to do so at this point may endanger my family, he told me of course I could indeed use the refrigerator because anyone would be able to visually inspect the food and tell if it looked bad. After the first failure we called the product safety line of a major food manufacturer and they told us a different story. I believe my GE appliance is unsafe. He reiterated his point that my refrigerator is working fine.

I consider GE’s position appalling and unacceptable. (I have told GE’s representatives exactly this repeatedly.) If you are considering purchasing a GE refrigerator, do you expect to repeatedly lose your food in the first few weeks, be told it’s the consumer’s responsibility to continually monitor functioning of the appliance? Is this what you expect from GE’s standard of quality?

Why don’t I just sell the refrigerator and purchase a reliable brand? I believe this product may put the safety of my family at risk. I don’t see how I could sell it if it is going to put the safety of others at risk.

If I had called GE for repairs and was informed they were bankrupt, I would be disappointed but could accept the financial loss and purchase a new refrigerator. However, I am continually perplexed and aggravated because I consider their position morally bankrupt. How can a trusted American icon behave like this?

Please warn others who are considering purchasing a GE refrigerator. I am very curious to know what you think. Do you have any suggestions of what steps I should take next?

Might it be easier to deal with Home Depot? Just a thought. —MEGHANN MARCO

My GE Refrigerator – Is it safe?