We purchased a refrigerator that was on sale. A couple months after the manufacturer's warranty passed, an issue came up and we knew to contact Lowe's Service Advantage as we had purchased the extended warranty.
We asked for a service call to determine what was wrong with the refrigerator. We called on a Friday evening and by the following Monday afternoon, Lowe's Service Advantage wrote-off the refrigerator. We were told that in the whole of this state there are no certified Samsung technicians and that it could only be a certified Samsung technician who could service this appliance. We couldn't believe Lowe's would sell products knowing full well that those products could never be serviced, but there it was.
Lowe's Service Advantage sent out a gift card for the amount we paid and cancelled the warranty. Done. Just like that. No questions.
We purchased the refrigerator when it was on sale. Now, in order to replace it, we would have to come up with almost $1,600 for a like item. Not to mention the addition money it would cost to warranty a new refrigerator. A couple months after initially contacting Lowe's Service Advantage about this item, we were advised by Samsung that Lowe's had made an error in their advice that there were no certified technicians.
They provided the names of two different companies who could have come out. I contacted Lowe's again with this information and essentially were given the old "sorry for the inconvenience" speech and told that they cannot undo what has been done. So now we have been left with this huge stainless steel closet valued at some $3200 because someone at Lowe's was too quick or too lazy to provide the service we paid for. I have made attempts to contact the Lowe's corporate office for assistance but no one returns the e-mails.
As soon as I start to tell someone on the phone about the problem, they interrupt and go into the "sorry can't help you" mode. SUCH a disappointment.
Reason of review: Warranty issue.
Monetary Loss: $3200.
Preferred solution: Let the company propose a solution.