GE: such astoundingly inept service I just had to write

There are many bad customer service stories. 

But this one has to be one of the worst I've ever experienced.

I'll try and make it brief.

On January 6, I am making a single piece of bacon in my microwave. I've done this before with no problem. 

But this time, I hear a very loud pop and discover my glass microwave plate split down the middle.

I call GE Appliances (now owned by Haier). 

COVID or no COVID, it should not take over two hours for someone to pick up.

Finally I reach Jonathan. He tells me that the next step requires a technician to come to my house to assess the situation. Why? We are talking a broken plate. I tell him I don't need a technician. He tells me I have to have one. He assures me there will be no charge. I have no choice.

The next day someone does come. He asks me for a bowl. He fills the bowl with water. Puts it in the microwave for two minutes. The bowl doesn't explode. He concludes my microwave itself is working fine. He really had to visit my home for this?  

My microwave (and plate) are out of warranty. Nothing is covered anyway, making it all the more puzzling why Jonathan told me a technician visit was required.

I call back to a different number. Sales this time. They of course answer quickly. The only solution I'm offered is that I can buy a replacement plate for $120, and GE will, as a courtesy, reduce it by 25% to $90 (plus tax). 

I don't want to deal with this anymore. I need the plate. I give them my credit card info and hang up.

A week later I get an email from Jonathan telling me the plate I want is out of stock and he doesn't know when it will be back in stock.  So instead, as a solution, he offers me a discount on a new microwave.

It then takes until January 27, three weeks from when this all started, for Jonathan to reach me. He offers to sell me a new microwave for $160 plus tax. 

Why can't someone just take the friggin glass plate out of a new microwave and sell me that instead?

I decline Jonathan's offer.

But really. 

The plate breaks, which it should not have.

It takes two hours to reach someone.

The replacement plate costs $120.

Then it turns out to be unavailable.

And GE's solution is for me to buy a new microwave for one that isn't broken.

Ridiculous!

I go on Amazon.

Find a compatible replacement.

Pay $42.

And have it the next day. 

End of story. 

Well, it should be.

But...

Addendum:

Today (January 29) I get my mail and see something from GE. It looks like it could be a check. I'm thinking, they're reimbursing me for all the trouble they've caused me. 

 I open the envelope and see this:

OMG! A bill for $140.01 for the service call I didn't need and didn't ask for.

There is no one to write to. 

I have no choice but to call and wait. It takes an agonizing 94 minutes.

But I am rewarded for my patience. I get Ann in South Dakota. If only I had started with Ann. 

She is knowledgeable, empathetic, and quickly solves my problem.  She emails GE's Accounting Department to reverse the charge.

Ann is great.

She should be training everyone at GE.

Now my fear is that Accounting will ignore Ann's request. I guess I'll know in a month.

In the meantime, my new $42 plate from Amazon is working just fine.