My GE washer is a heavy metal drummer, but I didn’t buy tickets to the show

Laura Bartholomew’s new GE Spacemaker washer didn’t just wash clothes—it also rocked, banged, and hit the walls like it was trying to escape her home. After five technician visits and 10 phone calls, the company dismissed her case because its experts couldn’t duplicate the problem. Is it time for a replacement, or is she stuck at the laundromat forever?

Question

I bought a GE Unitized Spacemaker washer/dryer for $1,856 to replace an older unit. Ever since it was installed six months ago, the machine has rocked and banged so violently during spin cycles that it hits the surrounding walls. I’ve contacted GE at least 10 times, and technicians have visited my home five times.

The problem is that the technicians run controlled tests that don’t match how I actually use the machine. One tech ran a test with no water and no clothes. Another used four identical towels. They all reported the machine was “working properly,” even though it fails nearly every time I do a real load of laundry. 

Because they can’t duplicate the banging, GE dismissed my case. At one point, a technician found broken clips on the balance springs, likely caused by the machine not being leveled at installation, but no one will take responsibility.

I’ve been forced to go to the laundromat, and the $75 debit card GE sent doesn’t even cover my costs. I’ve asked for a replacement or a refund, but I keep getting told the case needs “review.” I even sent videos of the machine shaking, but nothing has changed. 

I’m a retired teacher on a fixed income, and I can’t afford to throw away nearly $2,000 on a machine that doesn’t work. Can you help me get GE to honor its warranty? — Laura Bartholomew, Ventura, Calif.

Answer

GE should’ve fixed your washer the first time it tried to make a break for the hallway. When a customer reports a machine is hitting the walls, a technician shouldn’t just run a cycle with four towels and call it a day. That’s like a mechanic saying your car is fine because it idles perfectly in the garage while you’re telling him the engine falls out at 60 mph.

Under the Magnuson-Moss Warranty Act, if a manufacturer can’t repair a product after a reasonable number of attempts, it must provide a replacement or a full refund. Five visits for the same rocking and banging issue is well beyond reasonable. Your warranty covers excessive noise or vibration if it indicates mechanical failure, such as the broken balance spring clips your technician discovered.

You did the right thing by starting a paper trail and capturing video evidence. In the future, don’t let a technician leave until they’ve at least documented that the machine is physically unstable. You were also smart to escalate your complaint to GE’s executives. I maintain a list of GE executive contacts on my consumer advocacy site, Elliott.org, for exactly this reason.

I’ve dealt with similar GE appliance disasters before, and usually, a few videos of a wandering washer are enough to get someone’s attention. 

I contacted GE on your behalf to see why it was ignoring your evidence. Shortly after that, a supervisor reached out to you. GE agreed to replace the unit entirely. You’ve since received the new washer/dryer, and after five loads, it’s staying put. It’s a shame it took a small army of technicians and an advocate to get a working appliance, but I’m glad you’re finally out of the laundromat.

Christopher Elliott

Christopher Elliott is the founder of Elliott Advocacy, a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can't. He's the author of numerous books on consumer advocacy and writes three nationally syndicated columns. He also publishes the Elliott Report, a news site for consumers, and Elliott Confidential, a critically acclaimed newsletter about customer service. If you have a consumer problem you can't solve, contact him directly through his advocacy website. You can also follow him on X, Facebook, and LinkedIn, or sign up for his daily newsletter.