I bought a Samsung refrigerator in 2011 and after18 months it started having problems, the refrigerator did not cool properly and every time it was repaired it would go out again after about 4 weeks. Lowe's Service Advantage kept sending out repair people but it never worked properly. After being frustrated with the Service program I asked to have the refrigerator replace and I felt like I was getting the run around. I called the store and talked to Tony Smith a manager at the store, Mr. Smith said that if they did not agree to replace the refrigerator, he would do his best to help me. In the end they did agree to replace the refrigerator but it would take another two weeks, at this point my refrigerator had not worked for three weeks so I went into Lowe's and talked to Mr, Smith and he helped me pick out a new Kitchenaid refrigerator and it was delivered in just a few days. In the end Tony Smith gets a10 and the service dept a 3. Thank you Tony Smith!