I made an appointment through Lowe's Service Advantage to have warranty work done on my Extended Protection Plan (EPP) warranty freezer. The service technician failed to show, even though my wife called Service Advantage three times that day to confirm.
The sub-contractor never called us, either. Scheduled another appointment, and had another no-show, eventhough I called Service Advantage twice to confirm. Our local store was fantastic - once I explained what happened he delivered a new freezer the next day. I am going to be reimbursed for items lost when the freezer died (part of the EPP that I purchased).
I've asked Lowes to reimburse my wife for her lost time (a total of 8 hours) in the form of a Lowes gift card - I feel that this is appropriate, considering the failure of the sub-contractor to arrive during either of the scheduled windows (4 hours each appointment). The executive services division has refused this request, citing that the new freezer and replacement food is adequate. I disagree - I paid for that when I purchased the EPP.
The company's sub-contractor procedures are the problem; the customer is not compensated by either the contractor or Lowes corporate when the sub contractor fails to show up for an appointment. There is no accountability at this level of Lowes customer support - and that's disappointing because my local Lowes store is fantastic, from the newest employee through the store manager.
Product or Service Mentioned: Lowes Warranty.
Monetary Loss: $200.