Lowes Appliance Warranty Service Not diligent, Slow, Disorganised,No parts available for New Fridge Middletown Ohio
On august 5th Refridgerator failed, everything thawed and warm, temperature 70 degrees at 9:30 pm. 8/6/2006 Called 1-888-77Lowes to report problems including the ice maker that had been failing for the past few months on frigidaire model FRS26LF8CQ1 MANUFACTURED 01/04,Purchased 9/04 with extended warranty.
Spoke to Oliver. Oliver said he would fax the local warranty service company (SPRINT) the information and that they would contact us. 8/7/2006 I called SPRINT and they replied they never received the fax because of communication problems. Sprint said that their service man would try to fit us in that day. He never arrived.
8/8/2006 the SPRINT service man (Steve)showed up at 11:25 am. Dismantled freezer side of fridge and stated fan was bad. Said he didn't have one with him, he would have to order one.
Three days later 8/11/2006 I called SPRINT, left message asking status of parts?No return call.
Three more days later 8/14/2006 I called SPRINT again to find out that the parts couldn't be found yet.I found out from Sprint that a compny named NEW (1-406-268-4084)was in charge and they said I would have to wait until a part was found.
I then called Lowes at Middletown and asked to talk to the manager. He stated that he would call the company in charge SERVICE ADVANTAGE. Lowes offered a loaner finally but,then said they couldn't deliver to my house because the truck was to big, the same place they delivered the previuos fridge.
N.E.W. Called me and said someone will be out friday.(day 13) Wait and see.
I have 2 babies. I'm in school for pharmacy, work 2 jobs part through the year and I have zero time for this circus show.
I have been drinking powdered milk and everything else that doesn't need refridgeration. My mothers insulin will go bad. I have been a --- patron for over 20+ years, they aren't the greatest but are far better than LOWES,SERVICE ADVANTAGE,N.E.W. AND SPRINT.
Let Lowes stay in the lumber business.
In short people may not always get best the value they pay for when trying to buy at discounted prices but you can pay for reputable service. I'll go back to Sears by Saturday and deliver the old fridge to Lowes loaded with plastic lemons in their door way if this poor service continues. I've already contacted a tv news reporter on this subject. Lets see if this will get to air.
Michael
middletown, Ohio
U.S.A.
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3 Updates & Rebuttals
Valerie
Middletown,Ohio,
U.S.A.
response to parts not available
#4UPDATE Employee
Fri, February 01, 2008
I am an employee of Sprint Appliance and was an employee at the time of this repair. I happen to run across this web site today and found this info about this complaint and thought I would clarify a few things.
Our tech did state that the fan was bad in this customers refrigerator on 8/8/06. I personally order this for him. I was told that frigidaire had this part on major back order, which is not my fault or lowes or NEW. I searched for this part myself until the 13th and when i could not find anyone who had it in stock.
I contacted the warranty company and gave them the info on the 14th, which is the policy of the warranty company. That if I am unable to locate the part they will do a nationwide search to try and find it themselves. I was told at that time from the warranty company that if these 2 parts were not able to be found that they would give the customer a new refrigerator because this was a mechanical failure that was causing the refrigerator not to work at all.
I received a call on August 16th from the warranty company stating they found the fan but the icemaker was still on back order with frigidaire. The fan would be sent out regular ground and we should get it on the 18th or 21st. We did receive it I believe on the 21st. We installed it the 22nd.
As far as the icemaker is concerned, the parts that were originally sent to us was the wrong parts. When we called the part distrubutor back they made a mistake with the part # and fixed the problem. However Frigidaire had the right part on back order and noone had one in stock. I looked for days and so did lowes. Lowes made the customer wait for the icemaker because this is not a mechanical part that will make the refrige quit cooling unlike the fan. Thats why at this time they would not offer the replacement refrige like they would of had the fan not been found. But the refrige was working at this time except they had no ice.
on October 12th the icemaker finally came in from Frigidaire after many weeks of calling on my end trying to get it here. On october 13th it was installed.
I am sorry this customer was inconvience however if the parts are unavailable I cant very well fix the refrige. And I did everything i could to find them. Also he had said something about my tech being the only one we have. His is the only one that we have that works on the frigidaire brands and is very good at it. He also has been certified the past 10 yrs with Frigidaire and NEW both. That is why we sent him. He is very qualified to do this repair. The problem was that the parts were unavailable which was not our fault.
Michael
middletown,Ohio,
U.S.A.
The end
#4Author of original report
Wed, December 06, 2006
The ice maker eventualy was replaced after nearly 2 months from day 1. The warranty company reimbused me for abou $250 in food and the same for a small upright fridge. They could save money by increasing their number of reprenting repairmen.
Michael
middletown,Ohio,
U.S.A.
Lowes Warranty Saga Continued
#4Author of original report
Wed, September 20, 2006
On August the 8th is when the receipt for service states the call to sprint appliance service was received.
The repairman said he would replace the malfunctioning icemaker the next time he arrived.
I never received any calls from the repairman about the status.
They said they received the part but it was damaged.
After a few more weeks the warranty company (NEW) told us to go buy a small refridgerator and they would pay for it later in addition to that they would replace a certain amount of groceries that they sent the check for a couple a days ago (SEPT.18th), but not the check for the tempoary refridgerator.
August 22nd the repair man finally showed up to replace the evaperator fan and the ice maker. The refridgerator is cool now but the icemaker still doesn't work because he had the wrong parts.
We pack our lunches to save money and take our own water and ice to work for the same reason.
Today is the 20th of september. I called last week to check the status of the icemaker part and they said (Frigidaire) sent them the wrong part.In 2 days it will be 1 month since the last repairman visit.
I am under the impression that this is the only repairman available because form day 1 I was told that this individual was by name was in different townships over a great area and would catch my repairin passing. Stretched very thin.
This experience has been a lesson about quality of service and a test of patience.
Next time I buy a mjor appliance I will spend a little more elsewhere to hopefully avoid this inconvenience.
I'm going to make phone calls today and see where My repair stands now. I will follow up.