Lowes Customer Service - They Don't Care About You
Appliances - Complaint
MT. PLEASANT, SOUTH CAROLINA -- I will preface this by saying that we did buy the least expensive double oven range at Lowes, but the salesman did say that it was pretty good, especially for the money.
I bought this double range in January b/c my wife and I wanted the convenience of having two ovens....to cook two things at once, or to use a much smaller oven that heats up quickly for one small thing. We LOVED it when we first got it b/c of this feature, so we were happy we got it.
Then, in late April, the top oven went out. A few days later, part of the bottom one went out, and some of the buttons on the main board weren't working very well. So, in mid-May I made the call to Lowes to get it serviced (under the one year warranty). A repair man came out, tested it, took it apart, and said we needed a new "mother" board. The main board in the range. They would have to put an order in for that part, and it may take a week or two to get.
Four weeks later he got the part from Whirlpool, came to my house, put it in, and not only did it not fix the problem, it caused it to keep the oven lights on all the time....so we had to keep the circuit breaker off or else all the oven lights would be on all the time.
So, he said they needed to order another Circuit board b/c Whirlpool requires that one of their appliances needs to be maintenance at least 2-3 times before it can be deemed replaceable. So, the technician said he would put a Rush on the part this time, and it shouldn’t take more than a week to get it in.
Well, two weeks later I never heard back from Lowes or the Repair center, and when I called Lowes they said they would put a Rush (2 day shipping) on the part from Whirlpool.
4 or 5 days later I never heard back from anyone again, so I called Lowes to see what was up. The lady said that the last Lowes Representative never "activated" the request, but that she would have her manager do it right away. Too little too late in my eyes, as we have now been without a working Oven for over 6 weeks.
So, 5 days later (even though it was supposed to be 2-day shipping), the technician finally got the part in, and came out to my house the next day (today, as I write this). Well, surprise surprise, the part didn't work again. The Technician deemed the Range non-fixable, and that Lowes and Whirlpool needed to get me a new one now. He told me to call Lowes, tell them it needed to be replaced, and give them his contact name and number if they needed to verify that it wasn't fixable. So....he left.
I just got off the phone with Lowes, and they told me that the Service man was supposed to call Whirlpool from inside my home, to verify that it wasn’t working again, and that would start the process of me getting a new range. Well, he didn't call Whirlpool, so for some reason Lowes and Whirlpool won't deem it replaceable. Lowes will have to have someone contact Whirlpool and the service man to get all the information and deem it replaceable. They said that could take a few days before I hear anything back from them. So yet, another delay.
The Lowes representative couldn't tell me how long it will take to get a new Range. It obviously won't be within the next week since Lowes has to do this "investigation”. Therefore it will be a MINIMUM of 2 months from when I put in the initial call before I get a new range.
Long story short, do NOT buy a Whirlpool product. We bought a Whirlpool Fridge, oven, microwave, and dishwasher, and aren't terribly happy with any of them, but this whole ordeal with the Range is unacceptable.
As for Lowes, all their Reps were nice to me over the phone, and tried to be helpful, but they (as a company) didn't do much at all to help me out in a timely manner. Especially this last ordeal today. I'm sure it could be just as painful of a process with another retailer, but I would seriously consider purchasing an appliance from a smaller retailer in town. They would probably do more to help to keep and retain the business. The Lowes Reps had no sense of care or urgency.
I apologize for the long Review, but if it can help one person decide on what to buy, I am glad I did.