[Cisco Kid]

That photo was so big is exploded my I-Pad

[CarolSells]

OMG! My IPhone is groaning too!

[pmbinnj]

OK – so the problem is with a brand new refrigerator. The first time we really used it was in December and discovered that the front freezer door drips condensation down to the floor and additional water puddles inside the freezer and refrigerator floor. The ice maker makes grinding noises and the motor makes a different grinding noise with metal against metal. We’ve had to lay down towels so water doesn’t flow to the floor cabinets, and also turn off the ice maker and buy bags of ice. Hubby bought a “sound machine” because we could not sleep with the noise every time the refrigerator turns on.
The appliance warranty service sent out a repairman. Before he even entered the kitchen he exclaimed “It shouldn’t do that!” when he saw the wet front door and heard the noise. He diagnosed that the freezer door was not insulated properly and that the ice machine was broken; he told us that new parts would take 6 weeks. He never said what would silence the grinding metal on metal. We called TV warranty department and they said we’d need to talk to the builder. That took a couple of days and he said the only remedy is to continue to order replacement parts even if it is piecemeal. We asked for more help than that because we did not feel we should have to replace the refrigerator at our own expense. Builder said he’d get back in touch but never did. After more than a week we emailed our salesperson who forwarded our email to the warranty department. They said someone else would contact us because only a higher-up could deal with a possible new appliance replacement. That was last week – still no call back.
We just love our new home but are quite displeased with this “lemon” and the seemingly lack of response/responsibility. So, where do happy Villagers go for customer service before they become totally disgruntled?

[graciegirl]

Originally Posted by pmbinnj

OK – so the problem is with a brand new refrigerator. The first time we really used it was in December and discovered that the front freezer door drips condensation down to the floor and additional water puddles inside the freezer and refrigerator floor. The ice maker makes grinding noises and the motor makes a different grinding noise with metal against metal. We’ve had to lay down towels so water doesn’t flow to the floor cabinets, and also turn off the ice maker and buy bags of ice. Hubby bought a “sound machine” because we could not sleep with the noise every time the refrigerator turns on.
The appliance warranty service sent out a repairman. Before he even entered the kitchen he exclaimed “It shouldn’t do that!” when he saw the wet front door and heard the noise. He diagnosed that the freezer door was not insulated properly and that the ice machine was broken; he told us that new parts would take 6 weeks. He never said what would silence the grinding metal on metal. We called TV warranty department and they said we’d need to talk to the builder. That took a couple of days and he said the only remedy is to continue to order replacement parts even if it is piecemeal. We asked for more help than that because we did not feel we should have to replace the refrigerator at our own expense. Builder said he’d get back in touch but never did. After more than a week we emailed our salesperson who forwarded our email to the warranty department. They said someone else would contact us because only a higher-up could deal with a possible new appliance replacement. That was last week – still no call back.
We just love our new home but are quite displeased with this “lemon” and the seemingly lack of response/responsibility. So, where do happy Villagers go for customer service before they become totally disgruntled?

You will do better talking to warranty yourself. Just say...This isn't acceptable. They will see that it is handled. Don't work through your builder or your sales rep. Call warranty yourself.

[JoMar]

We had a similar issue with a dishwasher.....called warranty, they sent a service guy who tried a couple things and finally determined there was a fatal issue and it would have to be totally rebuilt. He took the information back and the warranty department authorized a replacement. The company that provided the dishwasher originally did the replacement. We also had an issue with a damaged refrigerator door....similar process and the door was replaced. Took a week or two on both appliances but persistence with the warranty department usually works.

[MSGirl]

Same thing happened to us with our refrigerator. They ordered us a new door and it took 6 weeks to get. Once installed everything is better. However, since brand new refrigerators are under warranty, I never will understand why they just don't replace the refrigerator period. Oh, and ours was also physically damaged!

[Abby10]

I found the warranty dept to be pretty responsive to issues when we bought our new home. I think that you need to persist in contacting them so that they are aware that the problem still exists. Initially they may have handed you off to someone else (the builder I believe), but unless you make them aware that you are still dealing with this problem they will most likely assume that it has been resolved. Call them again - it sounds like you could end up getting a replacement - too many issues for a brand new appliance. Hope all works out for you.

[raynan]

Who made the refrigerator? GE or Whirlpool? 1st. Call their service dept and ask for a supervisor (they can see your history of service). 2nd (no satisfaction?) Ask for his/her mgr. 3rd (no satisfaction?) Ask to be transferred to Customer Relations. You'll get an adm/asst. Ask for the name of the Customer Relations Mgr. and the phone # to reach CR direct and how long it will be before you can expect a call back and explain the whole history of the ref. and that if it continues you can see that there will be water damage to your kitchen cabinets. 4th Give it 24 hrs and if no call back call the adm/asst back and ask if anything has been resolved, if not, you want the name of the CR Mgr. at headquarters. If it's GE, it's in Louisville, KY. Do NOT lose your cool. Explain clearly but firmly. If you have had 3 service calls in 1 year, demand a replacement. Thank everyone for their time and attention to this matter but be sure to keep a written log of every name, date and time of who you talk to in case needed for conversation with headquarters. Call The Villages Home Warranty and inform them (again) that you are still having problems and are going to pursue it with manufacturer of ref. and would appreciate them getting involved also. Service is usually a local/zone office, Customer Relations is usually regional, headquarters is national.