GE Makes Customer Happy By Actually Responding To, And Resolving, Problem

GE may not have the best public image — and it’s certainly no help that it was portrayed on 30 Rock as a lumbering dinosaur left over from a bygone age — but one Consumerist reader says he was pleasantly surprised by how well the company responded to his problem.

Adam says he was cleaning out his GE refrigerator last night when some glass-on-glass contact resulted in a shattered shelf.

Since a piece of wire with a few remaining shards of glass does not a shelf make, Adam decided he’d reach out to GE for advice:

Hopped on Twitter today to ask @GE_Appliances for some assistance and not only did they reply within an hour on Twitter, but referred me to their customer service email.

I sent over a picture of the shelf, the product/serial# label from the inside of the fridge, and a schematic diagram I found online and referred to the piece I needed. Their customer service asked a few simple questions and were able to resolve the situation very quickly.

The replacement glass piece will be in the mail today at zero cost to me on a 4 yr. old refrigerator.

Clearly they did not have to do this, but I am grateful to see such prompt replies and generosity from such a large corporation who you usually would think loses touch with their customers.

Now this may have just been a rogue GE staffer who will be fired once this story goes public, but the reason we post stories like this is to remind companies that good customer service — that is, customer service that actually listens to the problem and does its best to resolve the issue — often results in people singing your praises.

Adds Adam, “Jack Donaghy would be proud!!”