Hello Mr. Zutterman

I did not hear back from you about my complaint with my 2 year old ge profile french door bottom freezer refrigerator. My experience with the GE Customer Service division has been unsatisfactory. I called the 800 3861215 number you provided with me, got through in a timely fashion, and consulted a service agent this morning about my discovery of your knowledge of my defective product. The agent, Elaine Baker, was familiar with the faulty motherboard in my exact model refrigerator. It is intolerable that the ge service tech who came to my house on a call yesterday was not aware of the motherboard issue on the PFS22 during the time that my unit was manufactured. I specifically asked him if there was any issue of defective motherboards on this unit. He said no.

I have a case number now. It is 033756093. My model, PFS22SBSSS, serial number SL07156, was manufactured during the time period (May 2005- August 2006) you reference in your November 7, 2006 letter to GE customer Care Servicers acknowledging the motherboard failure issue.

Your customer Service rep, Ms. Elaine Baker had a lot of wrong information about my unit. The model number she had was wrong, and so was the date of installation. My refrigerator was delivered to me on October 27, 2006; not June 30 2007, as your customer care rep claimed. The correct model number and serial number are indicated on my delivery slip dated 10/27/06. Surely my unit could not have been manufactured after the day it was delivered to me. Ms. Baker agreed to refund me the $179.98 for motherboard, but not the service call and labor charge of $179.98. I argued with her about the date my unit was manufactured, but she would not listen. She said my unit was not one of the affected products. How could she know? And why would GE pay in full labor and part for other serial numbered same-model defective units but not mine?

Needless to say I am very unhappy with my refrigerator, and with the way I have been treated by General Electric Customer Care. To make matters worse, the motherboard replaced by the service tech did not fix my refrigerator. John, the tech, was certain this was the issue-- even when I questioned him as to what if the unit still did not cool? He insisted this would be the fix. Well sir, he replaced that motherboard, took my money, and drove off before he checked to see if the unit was operating properly. Incidentally, the receipt I have from the tech indicates the date of installation as 9/09/2006: which is before I even purchased the unit. The electronic refrigerator and freezer temp reading was at 78 when the tech left yesterday, and it has stayed at 78 since. A GE service tech is coming back tomorrow. I really hope he or she can fix the problem.

No one expects to buy a very expensive refrigerator and have it totally crap out before it is 3 years old. I had to throw away everything from my freezer, and almost everything from my frig. The unit broke down last week, so I have trying to keep my food in ice chests, but this is difficult in July; especially without a convenient supply of ice. I have been grossly inconvenienced by this entire episode.

I have cancelled the check 5859 I wrote for the service tech for $374. 78 on 7/20/2009. I refuse to pay for the 7/20/09 service call and labor to replace a known crucial defect on a very nearly new refrigerator: especially because you, sir, acknowledged and addressed the issue. I deserve to have my refrigerator repaired for free. When I get the refund check for $179.98, as promised by Ms. Baker, I will send it back to GE immediately. I also believe your company should reimburse me for my spoiled food. I understand other people with the same model recieved $75.00 for food spoilage. Hardly adequate, but I would accept this.

I expect to hear a reply acknowledging this communication. I will also copy this email to customer service so that it may become part of my case. I hope to settle this dispute, and more importantly, get my beautiful refrigerator running properly so that I can safely store food to feed my family.

Very Truly Yours,

Suzanne Gallo