Wednesday, April 12th, 2020
The saga with the wall oven continues. GE checked in to asked if I had received confirmation of tomrrow’s service and advised to call the vendor if I had not. Guess what? The vendor had no idea they were suppose to come to my house tomorrow. The guy was super rude saying he did not know why GE would say I had an appointment when they had not even reached out to him. I proceeded to call Bray & Scarf, who at least had managed to have one of their technicians to come out on Monday to establish that the mother board of the unit was fried and needed to be replaced. I asked what next steps were seeing the damage had been identified, and was told, that sales had nothing to do with service, I should call service. I did. They were going to return my call to let me know how long it would take for the spare part to arrive and of course they never did.
I am so angry and frustrated there are no words for it. My vendor, Bray & Scarf, feels no responsibility for helping. Their customer service ends as soon as the check is cashed. Instead I have to deal with their vendor, GE. I have no relationship with GE other than the misfortune of having bought one of their appliances. GE has not managed to send a technician since July 29th when I requested one through their silly online system. Two appointments, two no-shows. Bray&Scarf washing their hands of any sins. And I feel utterly helpless. The only thing I know how to do is write. SO every review portal I could find, I wrote. Yelp Huzz, BBB, and so on. I emailed the generic contact site for Bray&Scarf service. I wrote a request for help on Nextdoor to all neighborhoods within a ten-mile radius spelling out the exact timeline and how utterly unhelpful both GE and Bray&Scarf had been.
Here is the timeline:
2. Nov I bought the appliance
20. November it “imploded”, I call Mr. Park at Bray&Scarf and am told I need to call service. I call service, service tells me I need to call GE as they issued the warranty and are responsible for fixing it. I wonder why I am calling Bray&Scarf’s vendor with who I have no relationship whatsoever, no contract, nothing, but spend hours trying to get someone at GE to schedule an appointment. All switches in my house have tripped courtesy of the unit. I am terrified of the device and do request GE to replace it, threatening to hold them liable in case my house burns down due to faulty electric appliance
27. November sadly the unit was repaired not replaced
27. April convection fan broke
25. June the appliance was repaired
29. July the motherboard and the console broke
7. August GE service technician not arrive; apparently it was canceled by no one knows who on August 3 11. August Bray & Scarf sends a technician, I called Bray & Scarf on 12. August to hear what next steps are; Mr. Park is not there and Andi claims he is not responsible
13. August is the next scheduled GE “Service” turns out the contractor has no clue that they are meant to service the unit. I call Jay Park to understand what next steps are following the visit by the technician and am told Mr. Park works in sales not service and that he has no idea and there is nothing he can do.
Suffice to say, I am furious and have no idea why anyone would ever conduct business with Bray & Scarf seeing there is absolutely no after sale service and I am left to figure out how to get the unit fixed, seeing GE is unable to even have a technician show up, leave alone order the part (last time that took four weeks) and once they come it is another two weeks before someone shows up to install them.
I regret not having bought an oven on Amazon!
I write to GE to let them know their technician has no idea they should show up and GE never contacted them (still waiting for a response to that one). At this stage I feel about as badly treated as can be and I post a request for help on Next Door neighborhood listserv asking for advice as to what else I may be able to do to get anyone’s attention.
I write to Bray&Scarf generic service via the website and I post a review on yelp. Surprisingly someone from Bray&Scarf called me late in the afternoon and promised she would ensure the unit would be replaced. I am not sure which one of these efforts today led to her. If the oven gets replaced as promised, I will post to both listserv and Yelp that Bray&Scarf help in the end. I would much rather support a local business, but at this point, I fail to see any benefits in shopping local. I have spend countless hours on phones waiting for some human to speak to.
So apart from not having a working oven for about half the time it has been installed, I have wasted a lot of time trying to get it fixed. If this lady does not come through with a replacement soonest I will start printing flyers with my experience as a customer and distribute these to anyone who wants to shop with Bray&Scarf, even if it means I have to spend hours outside of their shop. Really, if I buy from a local specialized store why do I have to deal with the incompetent people at GE? I am on a crusade to get justice! At least my fury made my daily swim far more energized.
The absence of a functioning oven has stopped EM’s baking effort for homeless people and is hampering my Georgian Supra planned for Saturday as the Khachapuri needs to be baked.
While I am fighting to have a functioning wall oven the Virus continues. The world today knows of 20.4 million cases, 5.3 million of which are in the USA. And if anyone wants to know what is wrong with this country one just needs to read about a sheriff in Florida who has prohibited staff from wearing masks. This just shows the complete insanity of this nation. This is crazy at every level. Somehow, I am hoping half of the office tests positive and at least one of the Staff is seriously ill and afterwards sues the sheriff’s office for damages.