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| - I remodeled my home in Tempe AZ in late 2008. It is a little late to post a review on the service I received during that harrowing experience. I guess it is enough to say that I have a stack of receipts over an inch thick! I've kept returning to the place for lots of stuff. I would like to share my experience purchasing and owning some major appliances. The extended warranty. And a example of service that sets this Lowe's apart from the rest of the big box stores.
I purchased set of Kitchenaid stainless steel appliances. A nice refrigerator, the best dishwasher I've ever used, a nice electric range/oven, and a problematic microwave/convection oven. Just to be safe my wife in her infinite wisdom included an extended warranty in the budget. We never purchased extended warranties in the past, we depended on the quality of the appliances and the reputation of the manufacturer.
I researched appliances and decided on the Kitchenaid brand as affordable, attractive, functional, and reliable. They are attractive and had the features we wanted. Lowes made them affordable. The reliability part not so much.
The microwave was the first to go sixteen months after our purchase. The third party extended warranty company was a little hard to work with. After several trips to the appliance doctor the technicians gave up and declared the unit dead. The warranty company replaced the unit, minus delivery, installation. Plus they would only provide a Lowes gift card for the amount I paid for the microwave. Of course when we bought four appliances the cost was less than a single unit. The gift card was a couple of hundred bucks short of replacement. Did they live up the fine print on the warranty? Yes. Did they annoy us, waste our time, and unnecessarily annoy us? Yes.
When an appliance dies it is a process. From my standpoint I'm disappointed, and inconvenienced. We used the microwave and convection oven on a daily basis. We had a backup oven but no microwave. The repair company took the microwave for several days at a time. When the device returned it would work for a few days, or weeks and something else would go wrong. Each time Steve the manager at Lowes rose to the occasion and lent us a microwave! Then when the gift card was short he sold us a new microwave at the cost of the gift card delivered it and installed it. Kudos to Steve for understanding that our purchase of the appliances and extended warranty were from Lowes. He stood behind the appliance as well as the third party warranty.
Good service is consistent at this Lowes! This month the refrigerator began it's downward spiral. The same third party warranty company send techs from a different service company this time. The refrigerator seems to have a mind of it's own and stops working, or the ice misses the ice bucket and falls to the bottom of the freezer compartment. Then the lights don't go on and it doesn't cool. The techs have performed surgery and replaced several components. This last issue required replacement of the "main board" . Of course this happened when we purchased some great steaks, and lots of fresh veggies and fruit. The thing was stuffed! You can imagine how worried I was when I opened the fridge and found the butter was soft!
I can only imagine the nightmare if I didn't work from home most of the time. They give four hour windows for service. I would have had to take a half day off from work four different times for this fridge service. The lost productivity from work would more than pay for the extended warranty. Something to consider in your next appliance purchase.
True to Murphys law, this happened on a Friday. The tech said the parts warehouse would expedite the part but the appliance would not be reliable. I asked what expedite meant. He said he didn't know. Points to the tech for honesty. To my mind expedite means overnight the part withe Saturday delivery and install it the same day it arrives. Here is is Monday afternoon and I have not heard anything about the part or when my fridge will be repaired. But all is not lost. Again I called Steve the manager at Lowes. He listened to the problem. I probably should have been less forceful in my delivery. After all it was not Lowes that was the problem. They didn't make the appliances, or service them. Here is is four years after the sale.
I explained that the repair company left us with a fridge that was not reliable. He stepped up again and offered a loaner which was at my house in a couple of hours. A huge sigh of relief.
I am happy to shop at this Lowes. When I have problems they help me solve them. On my appliance purchase I investigated the appliances, and made what I thought was a good choice. My genius wife added the extended warranty. Lowes stood behind the purchase and helped out a great deal when the appliances quit working. I am lucky to be surrounded by these smart peop
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