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Dear Lowe's Customer Service
Dec. 21st, 2006 01:53 pmWhen I purchased a new front-loading washer and dryer from you less than two months ago, I thought I was making a wise choice in purchasing your extended warranty plan for an extra $140 on top of the $1100 I already plunked down for the two appliances. Today, you’ve given me reason to doubt my wisdom. Bad move.
Two nights ago, or rather yesterday morning as he was folding laundry, my boyfriend found water on the laundry room floor after I had already gone to work. Not a lot, but enough to make us worry. When we got home last night, we checked all of the water lines, both coming into the washer and going into the faucet, found both ends of both hoses tightly sealed, and determined that perhaps too much laundry had been put in the machine the night before and the load shifted awkwardly, causing water to spill out. So, we ran a very small test load and achieved the same result – water on the floor. After mopping out the laundry room for a second time, a close inspection of the hoses revealed a split near the top of one of them. That particular water line was shut off this morning when we once again found water on the floor. By the way, I am heartily sick of mopping the laundry room floor.
My call to you this morning was an exercise in complete frustration on my end. First, despite having all this information in your computers, you required me to call my boyfriend (who happened to still be home) not once but three times, to locate the frikkin’ serial number and model number. Then, after being on hold for 20 minutes, you then tell me the earliest a repairman can come out will be NEXT SATURDAY. Lady, did I tell you that I have water all over my laundry room floor? Oh, well then you tell me that you can squeeze me in on Tuesday morning, which won’t do because I will be on the way back from spending Christmas in New Orleans and said boyfriend will be at work. Hooking me up directly with the Whirlpool repair dispatch was even worse. After putting me on hold for almost 30 minutes, they informed me that if Tuesday wouldn’t work, it would be next Wednesday because they couldn’t declare my issue a priority because I didn’t have the water turned off for the entire apartment. Apparently, turning the water off in your laundry room because there is water all over the floor does not constitute an emergency situation for either Lowe’s or Whirlpool. Go figure.
Having made said appointment a week from now, I decided that enough was enough and contacted a local repair company, who was more than happy to send a repairman out this morning. As was suspected, it is the hose that is the issue, and 15 minutes and $94 later, the issue was resolved.
So, basically, you were willing to make a customer do without a washer for a week because of an $11 hose that you installed less than two months ago. You suck.
P.S. You can cancel my appointment now.
Two nights ago, or rather yesterday morning as he was folding laundry, my boyfriend found water on the laundry room floor after I had already gone to work. Not a lot, but enough to make us worry. When we got home last night, we checked all of the water lines, both coming into the washer and going into the faucet, found both ends of both hoses tightly sealed, and determined that perhaps too much laundry had been put in the machine the night before and the load shifted awkwardly, causing water to spill out. So, we ran a very small test load and achieved the same result – water on the floor. After mopping out the laundry room for a second time, a close inspection of the hoses revealed a split near the top of one of them. That particular water line was shut off this morning when we once again found water on the floor. By the way, I am heartily sick of mopping the laundry room floor.
My call to you this morning was an exercise in complete frustration on my end. First, despite having all this information in your computers, you required me to call my boyfriend (who happened to still be home) not once but three times, to locate the frikkin’ serial number and model number. Then, after being on hold for 20 minutes, you then tell me the earliest a repairman can come out will be NEXT SATURDAY. Lady, did I tell you that I have water all over my laundry room floor? Oh, well then you tell me that you can squeeze me in on Tuesday morning, which won’t do because I will be on the way back from spending Christmas in New Orleans and said boyfriend will be at work. Hooking me up directly with the Whirlpool repair dispatch was even worse. After putting me on hold for almost 30 minutes, they informed me that if Tuesday wouldn’t work, it would be next Wednesday because they couldn’t declare my issue a priority because I didn’t have the water turned off for the entire apartment. Apparently, turning the water off in your laundry room because there is water all over the floor does not constitute an emergency situation for either Lowe’s or Whirlpool. Go figure.
Having made said appointment a week from now, I decided that enough was enough and contacted a local repair company, who was more than happy to send a repairman out this morning. As was suspected, it is the hose that is the issue, and 15 minutes and $94 later, the issue was resolved.
So, basically, you were willing to make a customer do without a washer for a week because of an $11 hose that you installed less than two months ago. You suck.
P.S. You can cancel my appointment now.
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