Friday, January 3, 2014

We got the Form Letter! @Lowe's Cares -- Which I don't think they really do!

Having talked to this guy about getting our dryer serviced for over a week, then we got the Form Letter--which misquotes what Coby agreed to. He agreed to go by the store and see if they had the same or a comparable model. They did not carry our model anymore, and there was nothing comparable that matched our set. I'm sure Scott doesn't want to furnish his home with mismatched products, but he expects us to, and with one of lesser quality. Calling them is like pulling teeth one at a time with no numbing agent. We're going into our fourth week without a working dryer, even though we paid dearly for this set and bought the extended warranty. Looks like this form letter goes out a lot.

And as to "further delays in service completion" -- service was never started. There has never been a serviceman look at our dryer. There was one scheduled to look at it, but he never showed up and decided he knew what was wrong with it, ordered parts and never again answered our phone calls or came to look at or fix our dryer. You can't possibly complete something you never started.

Exec Cust Service
5:17 PM (17 hours ago)

to me
Dear Mr. & Mrs. Fuson,

Thank you for giving Lowe’s an opportunity to respond to your email. We are extremely proud of our customer service; however, we are eager to hear customer feedback so we can identify opportunities to improve our service and customer satisfaction.

As previously discussed, due to delays in service completion, Lowe’s has agreed to replace your dryer to prevent further inconvenience. After speaking with Mr. Fuson, per your request, on 12/31/2013 and 1/1/2013, we determined he was satisfied with a replacement dryer to resolve your concerns. At this time, the next step towards resolution would be to select the dryer you would like as a replacement. Please advise as to when you would like to return to the store and we will make the store management team aware.

If Lowe’s can be of further assistance, please do not hesitate to call 1-866-284-8989, extension 9106, or email You may also contact us by mailing your correspondence to 1605 Curtis Bridge Road, Mail Code CON8, Wilkesboro, North Carolina 28697.

Thank you,

Lowe's Executive Support

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