Vent: Lowe's sux

[808 Vibes]

Went water heater shopping this week. Nobody in Sears would help me. Nobody in Home Depot would help me. Lowe's had the closest size to what I needed. Paid $700+ for install, deliver, tax, plus an extra for having "more than 3 steps up, a second installer would be involved" * I saw 3 boxes of them-2 ripped open boxes and a nice one hiding in the back of one of the ripped open ones.I asked for the nice one, and salesperson said he'd bring it down tomorrow and put it in the install/pick up room. I asked for Friday A.M. delivery and install, because it was an EMERGENCY---mine was leaking. No one called me on Thursday. I called Lowe's and they got a different contractor for Sat. A.M, who brought a short, fat box out from his van. I said, that's not the one I bought. He goes back to the store, and I call the store. Was told "install dep't on lunch". OK, let me talk to a manager or somebody, was put on hold over and over, finally some RUDE guy came on. I said "how can you guys give the contractor the wrong item?" He said I would have to talk to install dept, that his job was to "take care of customers". I said "how is it possible I buy a 40 gallon and get a 38 delivered? Was my name, invoice, and "PAID" not written on it?" He says: "Again, you'll have to ask these questions to install dep't and I'm sorry that they had to go to lunch today." (removed)?! Contractor comes back with one of the ripped open boxes. He said they would *NOT* let me have the one in the nice box. Sure enough, I looked inside and the side of the water heater has dents in it, which the contractor assured me it was good. *Contractor arrived and installed by himself. I WILL NEVER GO TO LOWE'S AGAIN. I got charged extrafor nothing, full price on a scratch and dent item, and rude "customer service".

[jake75]

You need to calm down and write a reasonably polite letter to Lowes headquarters, tell them what happened, and also and tell them what you want - the extra charge back, and a 20% discount for a dented water heater.

[scherry2]

Quote, originally posted by jake75 »You need to calm down and write a reasonably polite letter to Lowes headquarters, tell them what happened, and also and tell them what you want - the extra charge back, and a 20% discount for a dented water heater.and don't forget the pics and a photo copy of the purchase receipt.

[Tailslide]

You shouldn't have accepted a dented unit. Those things are fragile and glass coated on the inside.

[808 Vibes]

Thanks everybody, but it was a no-win emergency situation...I had to either take the new dented one in the ripped open box, or keep my leaking old one that was making so much noise it made me jump out of bed at 3am the first time it happened-and I'm such a deep sleeper I sleep through rain, thunder, fireworks, anything. When it made that noise, I shut the valve off, surrounded it with every towel I had, then sat there waiting for it to stop making that loud noise. When it finally stopped, I went back to sleep, then changed the towels again in the morning. It soaked through several towels at a time and made me so afraid that it would burst I shut the valve off every time I left the house.

[djkeev]

You know, I HATE stories like this one. Home repair is so often mystified and unfortunately the home owner is taken advantage of. I've found that "BIG" organizations or stores most often have the worst service. This is true across a wide spectrum of services, home repair as well as appliance and auto repair. In a large firm There isn't a personal level of contact between the office person and the real person doing the work. Much of the profit in the job is paid to the store, to the installation contractor management levels and only a small portion of it trickles down to the installer, the guy who does the work, is often underpaid and sadly often lacking the skills in both customer service as well as the skills needed to do the job. Even if he is competent, he is just barely making a living wage and lacks a level of joy one should have in life.You would do well to find a small outfit or individual who specializes in minor home service and repairs. A "rent a husband" type guy who is skilled and honest. They are out there and most are quite good. Find this person now and develop a working relationship for your future needs.I agree, a calm rational letter to Lowes Telling them what happened and what you expect them to do is in order here. You were lied to, mistreated and taken advantage of because of your situation. Then again, in a large firm like Lowes, it is often staffed with people who have been side tracked by life and "settled" for a job with the firm. There are many exceptions but most people that I know in similar jobs have only taken it because of the economic situation or some event in their life that has put them there. They are often just another numbered employee among the thousands of nameless faces drawing a check every week.The Really Sad part is that By all of us shopping in these large stores to save a few bucks we've put the local hardware store and appliance store (owned by our neighbors and family) out of existence and along with that the service and selection we once had is now history. Yes we've saved a few bucks over the years but at what long term cost?Before you ask, yes, I do shop these stores now but didn't in the early days. Only after the local stores are gone have I been forced through their doors.Dave

[jimincalif]

Hopefully you paid with a credit card? You received damaged merchandise, if Lowes won't take care of it, then you should dispute the charge thru your credit card company.http://www.bankrate.com/brm/news/cc/20020617a.asp

[northvibe]

I would make them swap units with a good one. A dented but full pricE? hell no.

[808 Vibes]

Update: I just got a call from somebody from Lowe's suddenly, asking "how the install went yesterday". He claimed that he "didn't see any dents in it" and they had no more in stock but at the end of the month more would come in and they would bring another one and not charge me any delivery or install or anything. I said if it's the same item # and they don't charge me anything, then OK. So I got his name and he said they'll call back at the end of the month. We shall see.......I'm glad I had the contractor write on his invoice that the box was ripped open and that there were dents in the water heater, since he was my witness, and to protect him and me. Best of the pics I was able to get without glare.

[goochsmooch]

This kind of shoddy customer service makes me furious. It's appalling to see and hear what some companies think they can get away with.Even if they smooth this over eventually and replace the tank, don't let that make you forget the aggravation and inconvenience this had cost you. Honestly, it won't make a lick of difference to Lowe's if you never frequent their stores again, but, at the end of the day, it's usually the best a law abiding citizen can do, plus it's a guarantee that you won't get burnt twice by the same people. Lowe's needs to go above and beyond in providing you retribution if they should ever have another chance at getting your business.I wish you the best of luck getting this resolved. And I also recommend the Strongly Worded Letter. If they have any business ethics, they will be compelled to send you a GC or something.

[keithvibe]

Hopefully it's not a whirlpool water heater with the air intake on the bottom. There is a HUGE issue with them burning the thermocupler in a matter of months.http://www.terrylove.com/forum...=4362

[jake75]

I had a new garage door opener installed by Lowes. The unit was on sale for a very good price plus they had a $69 installation special. They farm the installation out to local tradesmen. Therefore the person you get can be the luck of the draw. The guy I got was great. He services and sells garage doors etc. as an home-based independent too. I kept his name and when I later had trouble with the tension spring I called him to replace the springs and do the work.Seems to me that Lowes is making it right with you so all's well that ends well.

[808 Vibes]

Keith... not sure what that means. The website (and ripped up box) said it's Proudly Made in the USA Whirlpool, sales contract says American Water Heater. But this is the one. Electric, 40 gal, #140389http://www.lowes.com/lowes/lkn...=noneand this is what they had the contractor, take out of the store and bring to me: http://www.lowes.com/lowes/lkn...=none EDIT: Keith, the contractor asked if I had some bricks or some wood to put on the bottom because it would be "better" for it. I guess like a platform? Should I go and buy some for when the new replacement comes???

[keithvibe]

You should be ok Deb. From what I have read about the issue. It's only for gas waterheaters.As for putting it up on blocks it done so it's easier for the homeowner or a repair man to come in once a year and do a flush on the water heater. but for your instance because it's a smaller water heater than what was there the install guy could have just put it on blocks so no further pluming work would be needed, so it would connect to your existing house connections.

[808 Vibes]

Thanks, Keith!