5 Years or 2 Years?

March 22, 2008 12:17:23 PM PDT
An extended warranty that gave a brier creek woman a workout.

She took her complaint all the way to the president of GE, but when she didn't get resolution there, she took it to Troubleshooter Diane Wilson.

The paperwork says it all, a 5-year service contract covering all of Sherry Mordecai's GE appliances. She bought it after having problems with her ice maker.

She tells Troubleshooter Diane Wilson, "During the first year the ice maker broke three times so, she felt protected." Sherry paid $543 for the warranty. But then she says she got a surprising call from GE.

She says, "After three months after initial contract, they informed me there had been a change in the rate schedule and my contract was void and I would get two years of coverage or I could pay another $500 or more to get five years or I could cancel and I had no alternative."

This is something Sherry couldn't understand, since she had a contract spelling out her 5-year warranty. She called GE and got what she thought was good news in the mail. She adds, "A week later, I got a printed contract from GE saying I had five years of coverage. I thought case closed, things are wonderful."

But then Sherry got more confusing news. She says, "A week later I got a call from GE customer service who was very rude, who said they reviewed my case and my contract was void and I had two years of coverage. And I said well I just got this printed contract and it says GE here."

Fed up, Sherry went straight to the top and wrote a letter to the CEO of GE. She tells Troubleshooter Diane Wilson, "I got a call from his office that said all contracts I had would be void, and they would not be honoring it. I was so frustrated and thought what am I going to do about this. I thought I had two signed contracts they're not honoring so I thought I'm going to call Diane and so I turned it over to you. "

Troubleshooter Diane Wilson got in touch with GE and Sherry finally got the relief she's been looking for. A GE rep called her and said she does have five years of coverage now. Sherry tells Troubleshooter Diane Wilson she's happy with this and just hopes things don't change again.

A GE rep admitted to Troubleshooter Diane Wilson the error was on their part and Sherry was accurate in that her contract is for five years.


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