Bests & Worsts Reviews from Amazon

I live in Maryland and I purchased a GE Geospring Hybrid Water Heater model GEH50DNSRSA on September 9, 2010 from Lowe's for $1500.00. This water heater has a ten year warranty. Within the first year the condenser had to be replaced and was covered by the warranty. On Friday, January 10, 2014, 11:00 PM I came home to a flooded basement. The water heater was gushing water between the hybrid unit and the tank. After I wet vacuumed and cleaned up the basement, I called the service number on the water heater (888) 443-4394 (GE Geospring Hybrid Hot Water Heater Support Team) at 12:40 AM (January 11, 2014) only to find out this number is only manned between Monday - Friday, 9:00 AM - 6:00 PM (EST). I called Lowes on Saturday January 11, 2014 to see if they could offer any assistance. The assistant manager (Chris Lipnickey) stated that they could not perform a warranty replacement without a GE Return Authorization (RA). I stated that the phone number provided on the rating label was not available until Monday, and that I could not wait until then to supply hot water to my household. I inquired as to the models available in the store. I went to Sears to see what Hot Water heaters they had and explained my situation to the Sears representative. They asked if I had contacted the GE Answer Center (800) 626-2005. I called this number and explained my predicament. They suggested I call the GE Water Heater Technical Support Line (800) 431-1549. They requested the serial number which was not recognized by this team. I stated that what I provided was the serial number from the rating label. The representative asked that I email a picture of the label to rheemtechsupport@enablx.com and to call back in 20 minutes. I sent the picture as requested by the representative and called back 30 minutes later. The representative stated that this was not a model that they handled and referred me to, and transferred me to another number which was only open Monday - Friday 9:00 AM - 6:00 PM (EST). I called the GE Water Heater Technical Support Line (800) 431-1549 back to see if there was another department that could handle my inquiry over the weekend. I could not understand why this GE Water Heater Technical Support Line could not handle my situation as my issue was with my GE Hot Water Heater. I was informed that since it was a Hybrid, it was handled by a different department and they were only open Monday - Friday 9:00 AM - 6:00 PM (EST). I went to Lowe's to see what Hot Water Heater's were available. The Lowe's representative suggested the replacement model Geospring GEH50DEEDSR and stated that the typical replacement scenario is that once GE provides the RA #, I would be credited with the paid value as replacement of the defective water heater. I purchased this water heater at $1,211.58 and installed it at my residence to get hot water. I called the GE Geospring Hybrid Hot Water Heater Support Team on Monday 13, January 2014. The representative stated that I needed a plumber to diagnose the water heater. I said "it leaked all over my basement, what is there to diagnose, I have wet soaked carpet to prove it". They insisted that I had to have a plumber to diagnose. I called back after work as I had work items that had to be taken care of and I was already frustrated with GE. The second representative confirmed that I needed to have a plumber to diagnose, and also stated that Lowes could also obtain the necessary RA. I called Lowes and talked to Chris Lipnickey and relayed the information. Lowes called the Geospring Hybrid Hot Water Heater Support Team only to get the message that they are only open M-F, 9 to 6. Chris called me back and said he would have Lowes contact GE the following morning (Tuesday). He called back and stated GE required it be diagnosed by a plumber and Lowes had none available. GE would not provide an RA number but that he would continue to work it through GE. I contacted a plumber who came out on Thursday 16, January 2014, filled the tank with water and confirmed the tank was leaking and could not be repaired. I called GE with the plumber present to relay to the Geospring Hybrid Hot Water Heater Support Team (Keith) that the water heater was leaking and could not be repaired. They stated since I had already replaced the water heater that it was now between me and Lowes to work out. GE again would not issue an RA number. They also stated that if it was leaking and could not be repaired, they would have shipped out a new water heater and would not have replaced it through Lowes. I asked to talk to the supervisor, Shane Price but was told he was out for several days and would not be available until Tuesday 21, January and there were no other Supervisors. I have since talked to several GE representatives including the GE Consumer Relations department (Mechelle), the GE Water Heater Technical Support Line, and the GE Geospring Hybrid Hot Water Heater Support Team (Linda) with no customer satisfaction. On Tuesday, 21 January 2014 I received a call from a GE representative who stated that she worked with Shane Price. I explained all that had happened and that I was a very dissatisfied GE consumer. She stated since I had not followed the "proper process", even if they were closed over the weekend I should have waited without hot water, and if it was diagnosed as not repairable, I should have waited the 5-7 days for a hot water heater to be shipped to me. I could not believe what I was hearing... She stated this is what she would have done... So, it appears it is GE's policy for a consumer (if their Geospring hot water heater broke on a Friday night) to have to wait up to 21 days with no hot water to "follow" the process. (2 days before you could get anyone on the phone to report your problem, approx 5-7 days to get a plumber out to diagnose, and another 5-7 days for a replacement to be shipped to you, and 5-7 days to get the plumber back out to install the water heater.) Ridiculous and disgusting for a consumer to be treated this way!!! This water heater is still under warranty. Still waiting to hear back from Shane Price, Supervisor...