Lowe's – Online and phone help is broken

I always consider them one of the best.
But I had the worst experience with them on a dishwasher I bought.
The appliance was but and took at least two weeks to get it installed.
The installation company they contract with needs to be retrained on their customer service when they come to install the appliance. They want to leave all the trash from the packaging. They do not verify that the appliance is properly working before leaving.
On my experience they had to come back because the brand new dishwasher threw an error code.
This is when the nightmare started.
Installer verified that the dishwasher was not working so they call Lowe's and informed of the issue.
Lowe's associate contacted me and opened a case to request a new dishwasher.
I contacted Lowe's via the chat to find out what the status was.
Nobody had touch the case.
Aug 25th I called the [protected] to ask for a status again.
Associate tells me that the case was closed by someone. Who and why we don't know since this does not show in our account in Lowe's and nobody notify on this cases unless we call or chat online.
So we really do not have a record that we can see on a case.
Associate reopened the case and have it escalated so Lowe's can reorder a new dishwasher and tells me that I should get a call in two days, Aug 27th.

Aug 27th I call, since I expected no call, and the associate tells me that the case had not been touch and the dishwasher hasn't been reorder.
Then proceed to tell me that they will escalate again and that I have to wait two days for them to contact me, so same story as before.

I decided take some time from my work and to go to the local store and speak with the Lowe's Appliance Department manager at the time. Explained the situation and he immediately reorder the dishwasher.

Lowe's needs to update their system so we can have access to anything that is done that impacts our accounts. We should be able to see not just orders and status of that order but if a case is opened we should have access to that and any updates within that case. We really do not have any prove of a case other than a case number provided by Lowe's and the word of the associates in the online chat or on the phone.

We should not have to go through all the hazard on a new purchase item.