GE Oven Dispute: Baker’s $3,000 Range Fails, Company Prioritizes PR Over Customer Satisfaction
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A Foxboro, Massachusetts home baker is locked in a frustrating battle with GE Appliances after a nearly $3,000 gas range proved defective, and the company refused to offer a replacement despite acknowledging the issue. The case highlights a potential conflict between corporate public relations strategies and consumer rights, particularly in states with strong consumer protection laws.
A Lifelong GE Customer’s Disappointment
Susan Barry, a self-taught baker with over 40 years of experience, was excited to upgrade her kitchen with a high-end GE Café Series gas range. Having been a loyal GE customer for decades – her washer, dryer, microwave, and even dishwasher are all GE products – she expected quality and reliability. However, from the moment of installation, the oven failed to function properly.
“I’m a little disappointed,” Barry told the WBZ-TV I-Team. “I’ve grown up with GE products my whole life.” She reported uneven cooking temperatures, with items in the front of the oven undercooked while those in the back burned. Cakes were consistently uneven, roasts took an excessive amount of time to cook, and even the air fryer function was non-operational.
Repeated Repairs Fail to Resolve the Issue
Barry immediately contacted both the retailer and GE Appliances to report the problems. Despite multiple service calls and the replacement of parts, including the thermostat, the oven continued to malfunction. Frustrated with the lack of resolution, she reached out to consumer advocacy groups for assistance.
“The only people that can kind of wave the magic wand and get companies to sometimes do the right thing are consumer reporters on television,” noted Edgar Dworsky with Consumer World.
Internal Emails Reveal PR-Focused Strategy
The situation took a revealing turn when an internal email from GE Appliances representative Wendy Treinen was mistakenly sent to WBZ-TV Chief Investigator Cheryl Fiandaca. The email detailed a strategy focused on managing public perception rather than resolving Barry’s issue.
“I’m still back and forth with this aggressive reporter and they are going to run a story. Making sure that we have our own trained technicians in this consumer’s area before I bite back,” Treinen wrote. A subsequent line within the same email revealed a reluctance to replace the defective oven, stating, “It’s an important viewing area and a big audience for us to get a smear but I’m also not willing to give her a replacement to make this go away yet.”
Massachusetts Consumer Protection Laws Offer Recourse
GE Appliances initially claimed the range was outside of the manufacturer’s warranty. However, Dworsky pointed out that Massachusetts law provides an “implied warranty of merchantability,” ensuring that purchased goods function properly for a reasonable period. “That says everything you buy has to function properly for a reasonable period of time and if it doesn’t, you’re entitled to a remedy, and the choice of remedy is the consumer’s. It’s one of the three Rs: Repair replacement or refund.”
Despite technicians confirming the range was defective and irreparable, GE Appliances continued to refuse a replacement, instead offering Barry a 30% discount on a new model.
A Holiday Season Disrupted
For Barry, the lack of a working oven is particularly disheartening as the holiday season approaches. “I’m really disappointed,” she said. “This is my season. Crazy bakers, myself and my daughter. I think it should be replaced.”
Dworsky criticized GE’s approach as “penny-wise and pound-foolish,” arguing that the negative publicity generated by the dispute will likely outweigh the cost of replacing the unit. Barry now has the option to pursue legal action and file a complaint with the Massachusetts Attorney General’s office to seek a resolution.
