I wrote this as a product review for the Sears website. I don’t know if it will get published because it talks about Sears’ poor performance in addition to problems with our new washer/dryer pair, so in the event it doesn’t - here it is for Google to pick up in search.
I should add I might not have experienced any problems if the installers were competent, but its hard to say where the problem happened here.
{{begin review which hopefully will appear on this page as well}}
The concept of this washer/dryer was very appealing to me since in theory it simplifies the laundry process so that a seven year old (of which I have two) could do laundry. Load the machine, close the door, press the pre-programmed cycle button, when the load is done, move the clothes to the dryer, press the blinking button, take clothes out, fold, done. Nothing like getting kids started early on chores and it would also be fun. Unfortunately I don’t know if my kids will ever be able to enjoy doing laundry this way. After waiting three weeks for delivery because the dryer was on back order and then another week going back and forth with Sears store/Sears home delivery/Sears service (different units within Sears that don’t communicate with each other very well), I still don’t have a working washer/dryer pair.
The delivery crew had a hard time assembling the washer and pedestal and even though I was assured the two were connected properly, first time I went to use the Smart Dispense it said “Smart Dispense option not available”. Nothing I could do would make it work. So I did one small load in the machine loading cleaning product through the dispenser drawer and discovered the washer shakes horribly on the pedestal in the spin cycle. I suspect the delivery crew/installers did not assemble the two correctly since they admitted to me during delivery “this is a complicated unit” to which I replied “I didn’t buy this to make it easy for you, I bought it to make laundry easy for me”. As for the matching electric dryer, I had them install it with a periscope vent. When I looked behind to see how it was installed they had pushed the dryer/periscope all the way against the wall. Figuring that having a hot periscope vent right against the wall was a bad thing, I pulled the dryer out an inch and the periscope vent promptly fell off.
After jerry-rigging the vent back onto the dryer, I ran a load only to discover the dryer was noisier than the washer. I don’t know if this is the design of the dryer or the delivery people didn’t install it correctly or a combination of the two. The dryer does have a nice feature of tumbling the clothes in both directions but that may be contributing to its noisiness. Now I am stuck waiting for a service technician to come out to see if these issues can be corrected nearly two weeks after delivery. Chances are if any parts are required he won’t have them on his truck since these units are so new. And I’m not waiting for a replacement unit since there’s a three week wait for this washer with the Smart Dispense if you tried to buy it today. If he can’t solve the problems on the spot these units are going back and I’m getting something completely different. Maybe GE has a great washer here – hard to say. But without properly training the delivery and setup crew to install it correctly the company isn’t doing itself any favors. My experience shows that new technology and poorly trained installers don’t mix. If you really want this W/D combination, buy it from an experienced GE dealer. Otherwise, go buy the Whirlpool Duet.
UPDATE: October 20, 2008
The Sears service technician came out this morning to look at the unit. After checking all the connections he said that he believed the cable from the washer to the SmartDispense system is bad. He couldn’t tell me if it was bad from the factory or the installers put it on incorrectly which blew something. Of course he didn’t have a new cable on the truck so these units are going back and we’ll be buying Whirlpool instead.
He also had some other interesting comments about GE washers.
1 - he never has spare parts for GE washers on his truck - he always has to go out, diagnose the problem, order the part, then return when the part arrives to complete the repair. In this instance he said he MIGHT be able to get the part in two weeks but since this washer is so new he had to call in for a part number. Oh, and the price for the replacement cable alone is $135. If you own this washer you better have an extended warranty on it. He also said by comparison he carries parts for all the Whirlpool washers on his truck.
2 - he said that oftentimes with the GE washers his experience is that he goes out, fixes something then a few weeks later something else blows. He said that too many times he’s seen this happen on the GE washers.
3 - he also said mine was the first of this GE Profile washer he’s seen - he thinks they’re too expensive and people aren’t buying them.
So there you have it. If you have one of these setups and its working for you - congratulations. If you don’t have the extended warranty call the store where you bought it and buy it right away.
If you don’t have one of these units but are thinking about buying it, DON’T! While in theory these are great, in practice, the technology and installers pose too much of a risk to you having a great laundry experience. Sorry GE - you can do better.
Oh, one final note - after five days, the above review which I posted to the Sears website still does not appear, which I suspected it wouldn’t. If you got here through Google, I hope I saved you a little grief.
UPDATE: October 22, 2008
Yesterday, Sears came and took away the washer/dryer and gave me a receipt for taking them. I went back to the store today to buy a different pair and discovered that I could not use my Sears card since they have yet to credit my account for the return of the washer/dryer and buying another set puts me over my Sears credit limit. I have to wait 7-10 days before getting the credit back and then I can buy another set. Annoying.
Also, I’ve noticed on the Sears product page for this washer that they have just published another glowing review of it which means they have decided not to publish the review above. What a great way to treat your customers.
