Dean Rutz sent a message to Robert Niblock that said:
Dear Mr. Ellison,
Iâm writing to say how supremely disappointed I am with Loweâs customer service. What should be a simple resolution has become anything but.
I bought a GE Microwave oven March 15. Less than 4 months later it was dead. Fortunately, I purchased the extended warranty. Or, at least I thought it was a good idea.
To my surprise, the extended warranty doesnât really account for very much up front. The store I purchased it from wouldnât take it back or swap it out, referring me instead to a Loweâs phone tree.
I was dropped once. The second time took more than 1-hour to talk to a real person. That person put me on hold, and the call appears to have been kicked back out into the phone tree.
As of this writing Iâm 1 hour 20 minutes into hold. Long enough for me to leave my local Loweâs store, go to a fast food restaurant to buy lunch (I have no microwave after all), come home, search Amazon and Costco for microwave ovens, and buy a new one. All while on hold.
I wouldnât be surprised if the new microwave arrives before I get off hold.
What part of extended warranty is so hard to understand? All I wanted to do was trade it out for the same model.
Instead, I find myself buying a new microwave - either of the two above companies have better return policies than this. I can go into Costco and simply return the machine. Why canât I do that with Loweâs? (As it is, my local Loweâs told me they would CHARGE me a fee to take back the broken microwave for disposal. Seriously?!)
The experience is sufficient that I do not see myself ever buying an appliance from Loweâs again. Why would I?
I sincerely hope I will be able to receive a full refund. But if no one ever answers the phone Iâm doubtful that will ever happen.
! Hour 25 minutes - and counting.
