CONTACTS
SUBJECTS
Refrigerator GE Service Fix Freezer Defrost Drain Overflow Problem
Refrigerator Leaking Again Contacted Home Depot for Referral to Anot
0504 -
0504 - ..
0505 - Summary/Objective
0506 -
050601 - Follow up ref SDS 5 0000. ref SDS 4 0000.
050602 -
050603 - Got the problem fixed again. Took a little less time, and the price
050604 - was only $100 instead of $145, because of Home Depot's referral.
050605 - ref SDS 0 IG71 Mike feels this refrigerator has a design flaw,
050606 - ref SDS 0 VX5I, noted this in the invoice. ref SDS 0 IG59 In the
050607 - afternoon, we drove to Home Depot and submitted a copy of the invoice
050608 - to assist Paul in resolving the quality control follow up he is doing
050609 - on this transaction. ref SDS 0 VY5O
050611 - ..
050612 - Submitted email to Paul confirming transactions. ref SDS 0 JY9H
050613 -
050614 -
050615 -
050616 -
050617 -
050618 -
050619 -
050621 - ..
0507 -
0508 -
0509 - Progress
0510 -
051001 - Clear Ice from Freezer Drain Similar to Prior Service on 041027
051002 -
051003 - Follow up ref SDS 5 LB5I, ref SDS 2 115A.
051004 -
051005 - Mike used the same procedure GE used to service the refrigerator on
051006 - 041027. ref SDS 2 YQ6F A difference on this occassion, was that Mike
051007 - did not disconnect the electrical line from a plug connection running
051008 - from the top right portion of the freezer compartment above the
051009 - freezer coil, to the fan and temperature control on the plastic panel.
051010 - This is remembered, because leaving the line connected and moving the
051011 - panel to achieve clearance to inspect and perform subsequent work,
051012 - created tension in the line, that could have damaged the line or
051013 - related connections. The record on 041027 does not note this concern,
051014 - and so it is assumed that the GE service representative disconnected
051015 - one end of this cable for the prior service, however, that may not
051016 - actually been done at that time either. The difference on this
051017 - occassion is that tension on the line was observed, and the customer
051018 - assisted by holding the back panel to maintain slack in the electrical
051019 - line, and thereby reduce risk that the line would break while service
051020 - was performed.
051022 - ..
051023 - Mike inspected the drip trough. There was no ice build up in the
051024 - trough, which is different from the prior service. ref SDS 2 YQ96
051026 - ..
051027 - Mike found there is an ice "plug" stopping up the drain in the center
051028 - of the trough. This could be recognized by sticking a finger just
051029 - below the plane of the drain surface.
051031 - ..
051032 - Mike used a slightly different method to clear ice blockage on this
051033 - service. Instead of mixing hot water with baking soda, used on the
051034 - prior service, ref SDS 2 YR46, Mike filled an ordinary basting
051035 - instrument with hot water from the tap. He attached a tube to the
051036 - release end, placed the other end in the drain line. He squeezed the
051037 - hot water under pressure into the drain. In a few minutes he was able
051038 - to force the tube down the drain line and reported that all of the
051039 - water was now draining into the drip pan at the bottom of the
051040 - refrigerator.
051042 - ..
051043 - Mike was unable to force the tube very far down the drain line. He
051044 - surrmized the tube was encountering an elbow that prevented forcing
051045 - the tube all the way to the bottom. Mike inspected the refrigerator
051046 - for a method to access the full length of the drain line. He
051047 - concluded that the line is built into the refrigerator insullation
051048 - system, and this prevents access for disassembly to inspect and
051049 - maintain.
051051 - ..
051052 - Mike pulled the refrigerator out to access the back. He removed four
051053 - (4) or five (5) screws from an approximate 24" high panel at the back
051054 - and bottome of the refrigerator. The panel came loose exposing the
051055 - moter that runs the refrigeration. Mike inspected the drip pan and
051056 - related equipment. He said the drip pan is in good condition. There
051057 - is no evidence of defect nor unexpected conditions. Inspection seems
051058 - to show this part of system is working correctly.
051059 -
051060 -
051062 - ..
051063 - Design Flaw Repetitive Problem Requires $140 Charge Every 6 Months
051064 -
051065 - Mike concluded the only problem was buildup of condensate that turned
051066 - to ice and blocked the drain. This aligns with GE's experience when
051067 - the prior work was performed on 041027. ref SDS 2 YR33
051069 - ..
051070 - Mike indicated that continued ice build up that requires service in
051071 - six (6) months, indicates a design flaw. This explains why Dave
051072 - Little said a few days ago on 050616 that leaking is a common problem
051073 - with some GE refrigerators, on 050616. ref SDS 5 QE7O This record
051074 - further supports Carrie at GE who made the same point last year on
051075 - 041026. ref SDS 1 PQ3P
051076 -
051077 - [On 050728 Susan clarified that while condensate leakage is a
051078 - commonly known problem, it is actually a rare event, possibly
051079 - reflecting a manufacturing problem. ref SDS 6 AN8S
051081 - ..
051082 - Mike explained that the first service was not required for about 18
051083 - months, 6 months after the warranty expired, because when the
051084 - refrigerator was new, the drain line was completely clear. After the
051085 - first service by GE on 041027, some ice build up likely remained
051086 - because the design prevents access to the entire drain line for
051087 - inspection and service, per above. ref SDS 0 VX9M Therefore, without
051088 - disclosure by the sales channel through GE and Home Depot, this latent
051089 - defect could only be discovered by the customer through use beyond the
051090 - warranty period.
051092 - ..
051093 - The history of repairs so far suggests another service will be needed
051094 - in another six (6) months, costing another $100 or so.
051095 -
051096 - [...below, Mike's invoice mentions a flawed refrigerator.
051097 - ref SDS 0 IG59
051099 - ..
051100 - Mike used a long narrow brush to clean refrigeration coils on the
051101 - bottom of the refrigerator. He said that this design accumulates
051102 - dust, which reduces the efficiency of releasing heat, with the result
051103 - that the motor must run much longer and more frequently to maintain
051104 - use set temperature. This increases wear on the moving parts, and
051105 - also increases energy consumption and cost.
051106 -
051107 -
051108 -
051110 - ..
0512 -
0513 -
0514 - 1315
0515 -
051501 - Mike submitted Dunn-Wright Co. Invoice #8932 for Work Performed
051502 -
051503 -
051504 - Dunn-Wright Co.
051505 - Appliance Service and Repair
051506 - 143 Hurd Place
051507 - Clayton, CA 94517
051508 - 925 672 8460
051510 - ..
051511 - David Little
051512 - License A43589
051514 - ..
051515 - Invoice # 8932 Date: 050620
051517 - ..
051518 - Equipment:
051519 -
051520 - Refrigerator
051522 - ..
051523 - Model:
051524 -
051525 - GTS201CNAWW
051527 - ..
051528 - Serial #:
051529 -
051530 - HD041826
051532 - ..
051533 - Model and serial number are listed in the record o 041026. ref SDS 1
051534 - VY91
051535 -
051537 - ..
051538 - Dunn-Write Co Invoice continues...
051539 -
051540 - Problem:
051541 -
051542 - Leaking water
051544 - ..
051545 - Work Performed:
051546 -
051547 - Found drain hole and line iced up.
051548 -
051549 - Deiced and tested. Reassemble and test again.
051550 -
051551 - This refer seems to have a flaw due to fact that it has
051552 - been serviced before for the same thing. Nothing was
051553 - removed from the line.
051555 - ..
051556 - This comment aligns with Mike's analysis during performance of the
051557 - work, per above. ref SDS 0 VX5I
051559 - ..
051560 - Dunn-Write Co Invoice continues...
051561 -
051562 - Labor Hours
051563 -
051564 - Friedman's discount $15.
051565 -
051566 - $75 - 15 = .................... $ 60
051568 - ..
051569 - Trip charge.............................. 40
051571 - ..
051572 - Net due...................................... $100
051574 - ..
051575 - This price reflects referral by Paul to Friedman's on 050616.
051576 - ref SDS 5 QE4T
051577 -
051579 - ..
051580 - Dunn-Write Co Invoice continues...
051581 -
051582 - Paid check #178
051583 -
051584 -
051585 -
051587 - ..
0516 -
0517 -
0518 - 1410
0519 -
051901 - Home Depot Submitted Repair Invoice for Quality Control Resolution
051902 -
051903 - After lunch, we drove to Home Depot and asked for Paul. The attendant
051904 - at the service desk called Paul, and eventually left a message we
051905 - wanted to meet. After waiting for about 30 minutes, we walked to the
051906 - Appliance Department. Met Tom. Tom asked when the refrigerator was
051907 - purchased. We explained the meeting today supports Paul's work on
051908 - 050616 to resolve a quality control issue, ref SDS 5 LC57, based on
051909 - the report showing the refrigerator has a design flaw, ref SDS 0 VX5I,
051910 - which requires service every 6 months at a cost to the customer of
051911 - about $140, and that this should be disclosed during the sales
051912 - transaction.
051914 - ..
051915 - Tom consulted with Karen (??). Karen made a copy of the Dunn-Wright
051916 - invoice. She will submit this to Paul.
051917 -
051919 - ..
0520 -
0521 -
0522 - 1604
0523 -
052301 - Called Home Depot.
052302 -
052303 - 925 798 9600
052305 - ..
052306 - Talked to Jason.
052308 - ..
052309 - Jason said that Paul had left for the day. He starts work at 0400,
052310 - and so normally leaves around 1500.
052312 - ..
052313 - Submitted email to Paul with a link to this record confirming work
052314 - performed, and findings submitted to Home Depot.
052315 -
052316 - 1. Subject: GE Refrigerator Service Problem
052317 - Date: Tue, 21 Jun 2005 10:23:34 -0700
052322 - ..
052323 - 2. Paul,
052325 - ..
052326 - 3. This follows up telecon on 050616, ref SDS 5 LC33, later
052327 - confirmed by letter. ref SDS 5 LM5L
052329 - ..
052330 - 4. Service was performed this afternoon to fix a GE refrigerator
052331 - purchased from Home Depot, reported in our letter on 050616.
052332 - ref SDS 5 UM8P The cost was nearly 50% less thanks to your
052333 - referral. ref SDS 5 LC45 Additionally, the service
052334 - representative found a design flaw in the product, ref SDS 0
052335 - VX5I, and reported this in an invoice for the work. ref SDS 0
052336 - IG59
052338 - ..
052339 - 5. Millie and I stopped by the store yesterday afternoon, and
052340 - delivered a copy of the invoice to support resolution of
052341 - quality control issues you cited in our call on 050616.
052342 - ref SDS 5 LC57
052344 - ..
052345 - 6. This record is beginning to indicate either a design flaw or
052346 - defective manufacture, sometimes called a "lemon." In either
052347 - case, Home Depot should replace the unit based on research
052348 - showing the Home Depot's sales representative were correct in
052349 - failing to disclose annual maintenance costs of $300, because
052350 - these costs should not occur.
052352 - ..
052353 - 7. Please let me know your thoughts.
052354 -
052355 -
052357 - ..
0524 -
0525 -
0526 - 1049
0527 -
052701 - Talked to John.
052702 -
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052708 -
052709 -
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0528 -