General Electric

I have had my stove for just 3 years now and it has been working well since I had it installed. A few weeks ago I ran the self cleaning option. After the stove was cleaned I wipe it out and continued to cook with it. I started to smell gas, I thought it was just me turning on one of the burners. Unfortunately I kept smelling some gas so I called my gas company and they sent out a serviceman to check out the stove. He told me that there was a gas leak coming from one of the knobs. I then called the GE answer center was on hold for quite awhile. Got another number for GE Major App. Questions received a case number [protected] and was transferred over to GE appliance service. Had to wait again quite a while, someone finally answered and by that time I wanted to talk to someone higher up. I was given a consumer relations phone number and told to go for option #4. After trying several times of being on hold on each of these calls from 40 mins. to over an hour got connected to a customer service agent who was very nice. She said that they would waive the service fee and a service man would get back to me in 24-48 hours. I also asked if the stove was repaired and it happened again what would GE do about that. She also told me that they would give me a discount on a new stove or send another repairman out (no charge to me) to fix it or they would give me a new stove. Well the
no called me, so I called the service company and left my name and number twice, a few days apart. Still no service man contacted me. Again I called the consumer relations and was again on hold for a long period of time. I finally was connected to another agent and was told that the service business that they had given me had rejected my service call because they were too busy. Great! The company calls GE to tell them, and GE never gives me a call to let me know that the company was not going to come out. I only found this out because of my persistence in calling to see who would be coming and when. Now I am told that GE has no one to come out to service my stove till Sept. 17th because the tool needed to diagnose the issue is on order and they don't know when it will be coming in. I am now not a happy camper and want to talk to a supervisor. I was told that my case would be escalated and a supervisor would be given my information and get back to me in 24 t0 48 hours. that was on 8/23/2021. Still waiting and have put another call into the consumer relations which again I am on hold as I am waiting for the next available agent. So I decided to write my complaint here hoping that I might get some sort of help from someone who knows what's going on. I have been getting the run a round now since 8/16/2021. No Stove to cook with is not what you would call an option. I was told that someone, (who knows at this point what company) can't come out to fix my stove till Sept. 17th. I really am a patient person but now I am getting a bit angry at the long wait times to get to talk to a person and the extreme wait time to get this stove fixed. How would you like not to have a stove to cook for your family or just your self. I have tried to contact someone, anyone with this issue that's why I'm here. Submitted my review and am still waiting for the next available agent it's been a hour and a half now. 8/30/21. Tired of waiting going to hang up.
It's now 8/31/21 at 8:07am will try again to get in contact to GE customer relations. Again I am on hold and now on my way to work. After a half hour someone finally answered the phone and it happened to be someone that I spoke to before. I told her who I was and she asked me if the supervisor got in touch with me which I replied no. She told me to send over the paper work from the gas company she would send me an email to attach it too. A tech will then look at it. She then sent me over to a supervisor, on hold again (at work) finally a supervisor answers. By this time I have to start explaining again but told her to look up the info cause everything is suppose to be recorded or written down. She tells me that I am out of warrantee and they said that they would waive the service call fee. I said that I have been inconvenienced and have gotten pushed aside with the terrible customer service and now didn't want to have to pay for the repair at all. She told me that they would move the service call to sept. 10th only after I said again that I had a gas leak. She told me that it was put down as a carbon dioxide leak which pushed my service call back to sept 17th. I again said that I felt that I should not have to pay for the repairs or they can give me another stove, as I have had to continuedly call and that customer service has really messed up. I never said that I had a carbon dioxide leak I had stated from the beginning that I had a gas leak. She then responded by saying that all they can do is give me a discount on purchasing another stove, or you can get another repair service to do the job and not use our service. I fine that this customer service is not customer friendly at all. I have been without a working stove since 8/16/21 with no reasonable satisfaction from GE customer relations. I am a retired person who was forced back into working due to a 29% cut in my pension. I can't afford to replace a 3 year old stove. It was working fine till I used the Self Cleaning option. I had called GE to see if the stove was on a recall and to have a GE service tech fix the issue since it was their product. I have talked to 5 different people and no satisfaction. I hope that this can be resolved by someone who is understanding of this unfortunate issue and can correct the poor customer service and the long long wait times to get in touch with a person in their company.