Lowe's review: Washer/dryer warranty issues

Purchased: 11/01/2022

Model: GUD27ESSM1WW – washer/dryer combo unit

Serial: SS064502C

Warranty # 0162396621305112128001

Washer was making a lot of loud and unusual noises – sounded like something in the mechanism was falling apart. When the wash cycle was complete the cloths were sopping wet – dripping when taken out. I had not had any problems with the washer or dryer before this.

1st visit – 09/07/2023 - #1 Tech appeared to not know anything about this type of washer. He made several calls to various people asking for guidance. He ended up ordering a half dozen parts or more. The next visit was scheduled for 09/20/2023

2nd visit – 09/20/2023 – no one showed up even though I did the process of acknowledging that the parts had arrived.

3rd visit – 10/04/2023 - #2 Tech arrived and assessed the situation and said none of the parts are what should have been ordered and that it was something else. He appeared more knowledgeable and sure of himself. He ordered another part.

4th visit – 10/17/2023 - #3 Tech arrived and put the part in and left without even trying it. My sister was here instead of me this time so when I got home I tried the washer and though it didn’t make any horrible noises it still left cloths sopping wet at the end of the cycle and lights on the panel were flashing. I called and had to request them to come out again.

5th visit – 10/25/2023 - #1 Tech came back and said that the part the previous tech put in may have been bad. He ordered a new part. He also talked with Assurance and was told that if the new part he ordered didn’t work they would replace the whole washer/dryer.

6th visit -11/07/2023 - #3 Tech arrived and replaced the ordered part. It still was flashing and it was making a lot of horrible noises again. He tried to read some instructions but was having a hard time understanding them. He didn’t try calling anyone for assistance from anyone. Then he decided he couldn’t do anything and left stating there wasn’t anything else he could do and I could try playing with it. I asked him for a phone number for a manager or owner of A&E. He refused.

After he left I chatted on-line with Assurance stating the situation. They said they would escalate the complaint. I then get an email on 11/08/2023 stating my claim was closed. I got in touch with Assurance again and they said I would have to put in a new claim. I told them that this was still the same problem and the claim should not have been closed because they didn’t fix the problems. I explained that the Tech #1 had talked to them about this problem on 10/25/2023 and that the unit would be replaced if the last part didn’t work. They are saying now that there was no record of that conversation. Then I was told that there was a “procedure” to follow, a new claim would have to be made and I would have to have an A&E tech come out to look at it. I talked to three different people trying to get them to understand that this is the same claim and that it was not fixed and that I refuse to have A&E come back. Not only have I missed several days of work and my sister ½ day because of this but I am also shelling out $40 a visit to the laundromat. The last person I talked to at Assurance was supposedly a manager who transferred me to A&E but didn’t stay on the line. A&E in turn said that I would have to talk to Assurance after I said I wanted a manager to come out to look at the washer. They refused to help me. Assurance has refused to see that this is the same claim and the problem was not resolved as they say it was.