I turned in a claim on 06/25/2010 regarding my dryer making horrendous grinding sounds. A local service technician came out on 07/02/2010 and said the main bearing assembly was shot and needed to be replaced. On 07/16/2010, I called the local technician and asked about the status of the parts ordered. He said that he had not received them, and asked me to call Lowe's. I called Lowe's and they told me that they were escalating the claim to a resolution because of the time that had gone by since the initial call. In 3 to 5 days, we would receive a resolution. On 07/20/2010, we called again and were told that the situation would be resolved in 3 to 5 days. On 07/22/2010 the local technician came out with the box he had received in the mail and informed us right off the bat that he knew the part received was not the correct one. He told us to call Lowe's because of the wrong part and the time that had gone by since the service call was made, and so my husband did. He was informed on the phone that the agent was escalating the claim to a resolution (yes, for the third time) and that someone from Lowe's would be calling us to let us know what the resolution would be -- either a complete repair or a replacement dryer on Tuesday, 07/27/2010. No call was received. This morning (07/28/2010) we called Lowe's again to see what the resolution was. The agent informed us that she would escalate the claim to a resolution and that we would receive confirmation of the decision within 3 to 5 days. Beginning to see a pattern? My husband asked to speak to her supervisor who informed us that "I have no way to expedite this request" even though we had received the same story 3x. We asked for her supervisor and she, in investigating the claim, found that the claim had at one point been escalated to a resolution, but then was canceled without cause or explanation, and so we were thrown again into a never-ending line of claims that will be dealt with in chronological order. So now, after over 1 month of waiting for this machine to be repaired, we are at square one.

"If your product requires more than 3 repairs for the same problem, we will replace it." This is wording from the Extended Protection Plan brochure that we were given. This was explained to us today as meaning that the machine must be repaired SUCCESSFULLY FOR THE SAME PROBLEM 3x before a replacement can be given -- who knows how many service calls will have to be made to make this happen?

The only thing about this Extended Protection Plan that is truly EXTENDED is the course of time that it takes to resolve problems and the runaround you receive. A company as big as Lowe's should have better customer service and spell out PRECISELY what they mean in their Extended Protection Plan. Very disappointing.