Complaint Review: Lowes Service Advantage

In May 2012 we purchased a Maytag Maxima Front Loading Washer from Lowes, Newport News VA with the 4-year extended warranty through Lowes Service Advantage.  On 12/21/14 the washer presented an error code that we couldn't clear through at-home means.  A call was placed on Monday, 12/22/14 to Lowes SA requesting service.  We were told that because of the holiday later that week, the soonest service appointment would be the following Monday, 12/29/14, and the service provider would be Virginia Electronics.  Virginia Electronics subsequently called to cancel the appointment that Lowes had scheduled, saying they preferred to order parts prior to coming out to our home.  When I questioned this method, I was assured that they see so many of the same types of repairs that this "saves time" because they almost always know what to order without ever seeing the machine.  I asked about the part they would be ordered and was told it was a type of water sensor.  Again, I questioned this because the code that was on the machine had nothing to do with a water sensor. I was assured their repair techs know what to order and the machine would be fixed when they came out the following week.  Not hearing from them by 12/30/14 (a day after my original appointment had beeen scheduled), I called to find out the part had just come in and that they would be out on 12/31/14.  The repair tech arrived and within 10 minutes said "this is the wrong part", and left, saying he would have to order the correct part. He also said the door latch was broken (although it was not broken prior to him arriving) and that he would be ordering a new door piece as well.   He indicated that the part should be in stock and if so, he would come back on 1/1/15 (yes, New Years' Day) to install.  On 1/1/15 he came as promised, and within an hour said the machine was unrepairable.  My husband asked "what now", and the repair tech said WE needed to call Lowes and let them know the machine couldn't be fixed and they would need to replace it. 

On 1/1/15 before noon I contacted Lowes SA and relayed what the repair tech had said.  We were told that day that they would need to hear from the repair technician directly though (which I already assumed would be the case). Lowes SA said they would initiate a claim and reach out to Virginia Electronics, and that I needed to give them 2 business days to respond.  Meanwhile, it had now been 10 days since my washer died. 

On 1/6/15 I contacted Lowes SA.  Two business days had passed and I hadn't heard back from them.  I was now at 15 days without a washer.  I was told that they (Lowes) had reached out to the service provider (Virginia Electronics) multiple times to no avail.  I was informed that the Service Provider technically has 7 days to respond to these requests.  Unhappy with this delay, I asked to speak to a manager.  The manager was of no help and appeared to be reading from a script when he spoke to me.  He offered a dry apology for my inconvenience and repeatedly stated that they had reached out to the Service Provider and had to wait the 7 days for them to respond.  This was on 1/6/15.  At that point, I felt it may be worthwhile to contact the store manager where I purchased the washer to begin with.  I spoke to Josh (Asst Store Manager).  He was very helpful and offered to get to the bottom of everything.  He also immediately offered a loaner washer to me while we wiating for resolution.  Within a few hours he called me back to tell me that the Lowes Service Advantage (SA) folks had reached out to Virginia Electronics, Virginia Electronics had responded, and now the matter had been passed on to Maytag for processing, which could take a few days.  We made arrangements for the loaner washer to be delivered, and it arrived on Friday, 1/9/15. 

In the meantime, I now have two washers in my laundry room because the original broken washer must remain on-site until the RA is issued by the manufacturer.  Also, it should be noted that Virginia Electronics left the door springs off the original unit, and left them laying on the ground in the laundry room, saying the washer was unrepairable anyway.  (Very unprofessional in his attitude and performance).

Since we had been told the RA was being processed and we anticipated it being issued soon, we began looking for a replacement washer.  I found one that was on sale thru 1/13/15, same manufacturer - Maytag.  On 1/12/15 I called Lowes Service Advantage for an update on the credit for my old washer.  I was told by a repersentative, and then by a manager, that they have reached out to Virginia Electronics on three separate occasions and the service provider has not responded, so the credit cannot be processed yet.  I asked what happened to the 7-day window, and she (Kerry, manager) said she was unaware of any 7-day limit.  She offered to have someone from the Tech team (??) contact me as a follow up.  I asked if there was someone else I could speak to, and she assured me that she was the highest level manager in that department. 

At this point, I have a loaner washer - nowhere near the quality of my old washer - and a broken washer BOTH sitting in my laundry room.  I have nobody to contact at Lowes Service Advantage.  And I don't know where to go from here.  Clearly they are not in the service business. 

Any suggestions?