How would you feel if you went to your trusted home improvement store and experienced this:
After extensive online research on zero turn riding mowers I go to Lowe's to buy what appears to be a well-made machine from Swisher, 66in 11-gauge cutting deck with 3 gator mulching blades, commercial grade, heavy duty, hydro gear transmission, 27 HP Briggs & Stratton, electric start with Swisher's rapid response control system and Lowe's 4-year extended protection plan for ONLY $ 5309.61 and pay with my Lowe's card on 6/1/2016
The Swisher machine was delivered to central NY last summer, we used the machine for 40+ HRS and stored the machine indoors before winter. When my husband intended to mow the lawn in 2017 season he noticed the zero turn was not working properly so we called Lowe's Advantage protection plan for service. After a few episodes of picking up and bringing back the zero turn still failed. Lowe's protection plan picked up the machine on June 4th with 46 hours of use and since then we have not seeing the machine or heard nothing reliable about what's really happening with the machine. All this time we called Linda at the protection plan to get updates, since she rarely reached out to us to let us know what was going on. After over a month of the machine being in the shop Linda did not answer our calls. Instead whenever we called we got an answering machine and never received a call again. After that we realized this was not a normal situation, we called Lowe's customer service and filed a complaint. Customer service manager named Daniel (ID# 2140874) said he would look into it and will call us back with a response or solution. This never happened and after we complaint several times with Lowe's customer service we still received no answers or any call back.
Then we decided to call Advantage protection plan and to our surprise they have no knowledge of our complaint through Lowe's customer service and were told very casually to relax since the machine still at the repair shop and they have not scheduled delivery for it because other issues came up. All this after two months since they picked up the machine as it was a normal situation. By this time we had already bought an used mower because we need one. At this point we told protection plan we didn't feel comfortable with was happening with the machine and we wanted to return it and get full refund. Protection plan said they were going to call us to help us solve this problem but again, like always, they never called us back.
Finally customer service manager named Eritt (ID# 2249012) told my daughter that they were doing customer satisfaction buyout but never heard from him again.
Corporate executive named Allison called me to say she decided the buyout is not an option but needed more time to investigate our case. We find inconsiderate for corporate to request more time when this issue has caused enough emotional stress, time consuming, money waste after two and a half months if suffering frustration and disappoinment with Lowe's customer service.