Well, after using my GE Dishwasher (PDW9200N00RBB – that’s p-d-w-nine-two-zero-zero-n-zero-zero-r-b-b) for little over 2 years, few things started to breakdown:
1. Door gasket started to fray
2. Utensil basket started to break off
3. Electronic touch panel control no longer worked properly
4. Soap dispenser started to leak after the cycle was complete
My particular model has what’s called Msart Dispensing Technology. A fancy words to describe a detergent tank so that I don’t have to add the dish detergent for every cycle.
This “leak” was mos troublesome because all my clean dishes started to smell like my dish detergent. Thankfully (or I thought), I had purchased a 3 year extended warranty plan from Lowe’s for $349 so I promptly called it in and scheduled a service call. During the call, I specifically stated the problems and the technician assured me that these problems will be resolved quickly.
Day 1 (First visit)
- Technician did NOT come with any replacement parts. Huh?
- When inquired why he didn’t bring any parts, he said this was a diagnosis visit to identify the parts that would need to be replaced.
- Okay, I said to myself. I asked him when he would come back today and he said he won’t be back! He apparently had to go back and place an order for these parts and I had to make a follow up call to schedule a subsequent repair visit. What?! So I wasted my work day so that they can come “look and see”?
- Not wanting to get into an argument, I bite my tongue
- He identified the gasket, utensil basket, electronic control pad and a detergent holding tank to be replaced. When I suggested that the dish detergent pump, not the tank, should be replaced, he gave me a very condescending look and said the pump was fine. Odd, considering the pump is the last touch point before the detergent is expelled into the tub but I told msyself, heck he knows better than me, right?
Day 3 (Second visit)
- Getting little bit desperate with dirty dishes piling up (with 2 young toddlers, manual hand washing just can’t keep up)
- Different tech shows up with the parts
- Right off the bat, I get a a bad vibe that this person hasn’t a clue about my GE dishwasher
- He is fumbling through installation sheets that came with parts
- He replaces the gasket and utensil basket (no brain surgery there)
- He replaces the electronic control pad by first removing, or to be more accurate, ripping off the old one. He apparently don’t care the fact that a small piece gets broken off and remains on the dishwasher. he applies the new control pad (nothing more than some touch pad circuitry with sticky backing) over this piece. Looks very unprofessionally done as now there is a bulge where the old piece is underneath the new one
- My best complaint is when he has to get the flange off the soap dispenser, but he can’t figure out how to properly get it off so he starts to chip and break it apart with his hammer screw driver. When I asked if that will damage the door, he say no.
- He finishes up and turns on the unit and tells me that it will run 6 minute test cycle. He leaves.
- After the cycle is complete, I checked the soap dispensing tub. First, the new flange and the screw caps comes off the door panel (should not happen). And there is bunch of hot water inside the tank. I also suspect that water got behind the seal and my dishwasher is now possibly a fire hazard.
- I called Lowe’s Extended Warranty department to demand that they send another company to troubleshoot and fix this problem. They insist that Metro Factory Service come out and fix the problem. Now it’s afte r5PM (when Metro closes) so Lowes tech says he left a message and that someone will come out first thing tomorrow.
Day 4 – 3rd visit
- Metro opens at 9am. I had to stay home again for this service call. It’s now 10 am. No call. No technicians. I call Lowe’s again. Lowes tech speaks to Metro and inform me that someone will be out between 12-5pm.
- I state that if the dishwasher is not repaired by 5pm, Lowes either will have to dispatch an emergency call with another company to fix my dishwasher that day, or they will have to have someone from local Lowe’s deliver another unit (that day).
- Apparently, as a bitching customer, Metro thinks I should be the last call of the day. A third tech shows up at 4:45pm (coincidental?)
- He struggles with the detergent tank for over 2 hours and finally gives up, saying he can’t fix it. what the fudge!
- I conference Lowes (this time with a supervisor) and this tech; they agreed to classify this dishwasher as unrepairable and refund me the purchase price so that I can get a new one. This is now 7PM at night!!!
Day 5 – Finding a replacement dishwasher
- Because we purchased GE Profile refrigerator, dishwasher, and oven in black, we need to get another black unit and they are not stock items.
- I first called Lowes and they inform me I can get one in about 2 weeks. 2 weeks?!
- I called Home Depot and they can get one to me in 4 days.
- Guess who got my business?
- Don’t ever use Metro Factory Service for ANY REASON! They ruined a working dishwasher needing small replacement parts!!
- Don’t buy Lowes Extended Warranty
- Buy GE Extended Warranty Service. Sure they are bit pricey, but at least they know what they are doing.