5 On Your Side

Raleigh woman's fridge breaks, dozens of repair calls futile

Posted February 13, 2012

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— A Raleigh woman had to resort to using a Styrofoam cooler when her refrigerator stopped working. After more than a dozen calls for service, she called 5 on Your Side for help.

Marian Hawkins keeps the temporary cooler in the kitchen and a small fridge downstairs in the garage because of problems with her GE Profile refrigerator. 

Hawkins paid $2,500 for the fridge, and in the last four and a half years, she has had repairmen out at least 13 times. First with GE, then with her extended warranty company. 

Each time, the same problem happened. It wouldn't keep things cold. In one repair, they used duct tape as a fix. 

"I couldn't believe it," Hawkins said of the fix. 

fridge marian hawkins Raleigh woman fights for new fridge

Her extended warranty promised a replacement if there were two or more visits for the same problem.

"I think the total is about seven with them, (but they) counted it as one visit," Hawkins said. 

After making call after call for service, Hawkins was beyond frustrated. She finally called 5 on Your Side for help.

Five on Your Side called GE and that same day, GE called Hawkins to say they would be delivering a new fridge to her home.

"I believe I'd be waiting again or making phone calls if it hadn't been for you guys, which I really appreciate," Hawkins said.

Now, she can get back to using her kitchen like normal.

"It's working. It's cooling, and best of all, no duct tape," Hawkins said.

Hawkins said the new fridge is working great, and cooking is an option again.


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  • superman Feb 17, 2012

    She paid $2500 for a refrigerator and uses a $1.00 styroform cooler until she gets it repaired. Interesting how she likes to save her money.

  • superman Feb 17, 2012

    Anyone who would pay that much for a refrigerator has a lot more money than they have sense. Most appliances now can be replaced cheaper than they can be repaired. I would buy a cheap refrig and junk it when it goes bad. If I cant fix it myself it goes to the dump includes washer, dryer, dish washer etc. For 2,200 you can buy a used car.

  • hayes4242 Feb 16, 2012

    I've had nothing but success with all my GE appliances, and I've had just about every brand out there. I wonder why 5onyourside didn't name the service contract company that failed to fix the frig 7 times, but is quick to point the finger at GE who did not even hold a contract w/her? Her manufacturer warranty had expired so she bought a contract with someone else who couldn't fix it and that is somehow GE's fault? Sounds like a bit of bias from the lady and 5onyourside. Many service contract companies like to take your money and then give you a hard time about providing service, but I used to work in the HVAC service industry and some customers like this can be a real pain in the neck (always trying to get units exchanged and whatnot). I feel confident that if she was having real problems and the manufacturer knew about it, they would have corrected the situation. I bet she got a new frig courtesy of GE, and will still trash talk them. This is truly an entitlement society...

  • venitapeyton Feb 15, 2012

    $2500 for a refrigerator?

  • babscash Feb 15, 2012

    Thank heavens for 5 on Your Side but sad that customer service everywhere is terrible. Phones, cable...all of it is wrong. Direct TV...constantly going up on the bill...call them and they give yu some sort of a deal but locks you in for 24 months and if you cancel...it's $20 a month for each month you didn't keep the service...that's $480 if you have to stop using them in case you lose your job or actually decide you need to pay for gas and food because your salary decreases...It's a sad world

  • citizensoldier16 Feb 14, 2012

    Hey 5 on Your Side...Liberals in NC continue to spend more money than our State has on silly things like entitlement programs. I've contacted them repeatedly and asked them to cease spending my money wantonly. Will you go after them for me? Didn't think so...

  • Pseudonym Feb 14, 2012

    GE's spending too much time and money kissing up to Obama and promoting green energy pipe dreams to be concerned with QA.

  • albegadeep Feb 14, 2012

    I use some GE-made industrial equipment where I work. It's the most expensive to maintain, the most expensive to repair, takes the longest to get fixed, and breaks the most often. Their billing department can't send regular mail (FedEx only, no USPS). Their voicemail system is needlessly complicated. Their returns system (for repairs) is needlessly complicated. If the warranty is expired, they won't repair *known* factory defects for free - they want the (expensive) repair fee.

    I don't know much about their consumer divisions, but I intend to stay away from them!

  • Scare Crow Feb 14, 2012

    we are looking for a new frig. NO GE for me!!

  • RomneyRyan2012 Feb 13, 2012

    I love duct tape...where would the world be without it?