Dear Laura: (That’s Laura with no last name from Lowes corporate re: Lowes customer service)
You say in your email that you are proud of Lowe’s Customer Service.
Therein lies the rub. I say Customer Service at Lowes doesn’t exist.
Here is a bit of our history, mine and Lowes: Four years ago I spent
forty-five thousand dollars (yes, that’s 45K or $45,000.) on a brand new
kitchen in your Poughkeepsie, NY store. That renovation included new
kitchen cabinets, quartz countertops, sinks, fawcetts, accessories and
major appliances replete with Lowe’s extended warranty coverage. Oh, yes,
and in addition to all that I contracted with the Lowes installer who
turned out to be a horse’s ass in the installation department.
Of the five major appliances I purchased, three came with a slight case of
First it was the high-end Bosch dishwasher. The machine obsolesced at age
six months. At that point in our history, you (lowes) were dispatching repair
services from somewhere in the Pacific Northwest and I had to wait six
months until you sent a serviceman from the Bronx, that’s in New York City
and I live 90 miles north in Poughkeepsie. Turned out there was a recall
on the machine. It was causing fires so I guess it’s lucky me that the
machine was totally kaput. So it took another three months for you to
replace the Bosch DW and the repairman sent to replace it, found that
horses ass installer had nailed the dishwasher to the floor, no rhyme or
reason to that. Yes, you did finally replace the recalled dishwasher, but
why I had to go through your repair warranty service to find out about
what had all along been recalled defies the imagination. Aren’t you
supposed to send some sort of notice about that.
Okay, onward: Let’s discuss the purchase of a Samsung French door
refrigerator, the model with the crumbly plastic interior. Even Samsung
admitted that they had a problem in the plastic department —their
plastic saved the company money but it couldn’t withstand cold
temperatures. After the second replacement Samsung stated that they had
solved the problem — not so. Your warranty service declared the Samsung
unrepairable and replaced the Samsung with a Whirlpool French door
refrigerator. Lowes then demanded that I pay the 400 dollar difference in
price. (Today I am waiting for a repair service on that behemoth.)
Now comes the Whirlpool washing machine and stack gas dryer:
After waiting three weeks for a repair person ( and finally you have figured out that there are repair service within a 50 mile radius), the repair person shows up
and says that he can’t turn off the gas to unstack the gas dryer and
access the washing machine. I called my plumber and incurred emergency
fees so that repair person could access the washing machine.
This begs the question of why, Lowes would sell a warranty on the washing
machine and gas dryer if the repair services they use can’t turn off a gas
valve. Once the plumber turned off the gas valve and the machines were
unstacked, the serviceman takes a look and declares the washing machine
unrepairable. I then hear from Lowes customer service that it is their
intention to send me a gift certificate to Lowes for the amount of the
original purchase price of the washing machine. This ignors, the cost to
install, the plumber for the gas and the fact that any suitable machine is
now much more expensive— Not at all in the spirit of the service
contract despite what your boiler plate might say to protect Lowes bottom
I now have a very expensive “hole” in my kitchen where the Lowes-purchased
cherry wood cabinets were installed to accommodate a stack washer and
dryer. I will need to pay the plumber to re install because Lowes won’t or
can’t turn a gas valve.
I now have to send my clothes to a laundromat.
You might call this customer service but I call it plain devious.
So I guess what you are really proud of is how far the company you work
for will go to screw the customer.
> Sarah Levine Simon, Soprano
> 109 Hooker Avenue
> Poughkeepsie, NY 12601
> 845 485-9829
> http://www.youtube.com/watch?v=uSJs9EEzJnA PASTA TODAY
> http://www.youtube.com/watch?v=Npak-N8ZK-Y STRUDEL TODAY
> http://www.youtube.com/watch?v=xicfgaYMV2o BREAD TODAY
> scene work and singing lessons by appointment