Product support: Who’s got it right?
Message boards have the power to influence decision making at the corporate level so here’s an opportunity to let them know how they’re doing, as it relates to product support.
I’ll start with a positive experience I had recently with Delta. http://www.deltafaucet.com/
I purchased a shower faucet/head unit. When tested after installation, the cartridge leaked from a seam in it’s center. I called the customer support number and after a brief, friendly conversation about the specific problem and some exchange of information about the purchase, the rep said that a new cartridge would be on it’s way immediately.
He explained that Delta cartridges are factory tested before shipping and they often contained enough residual water, that if they encountered very cold temperatures in shipping or storage, the water would freeze and split the cartridge on that seam.
The replacement cartridge arrived in a few days, was easily installed and has been performing flawlessly since.
Replies
I had a similar good experience with Delta. My home was built in 1997 and last summer the sink faucet developed a leak and a bath sink faucet polished brass showed wear. A call to Delta (to get part numbers) resulted in free replacement parts sent within 3 days ! ! ! !
Oh, and no reciept needed - I explained the builder installed the faucets and I got no reciepts. No problem!!!
What a pleasant surprise! ! !
Called Kohler a couple months back about a kitchen faucet I'd installed for a client about five years ago.
Water was leaking out of the base of the spout. I figured it was just worn O-rings.
I was told that the faucet in question had a lifetime warranty.
Told them I needed whatever parts it would take to stop the spout leak.
They UPS'd me a whole new spout and it's internal brass cartridge; for FREE.
No questions asked (except of course for shipping address).
--Jay A
Our Hot and Cold water handles leak (Kohler). The house is 7 years old. The product line is discontinued, no wonder. Called the plumber and they haven't heard any issues with the handles. They checked with Kohler and no luck. The only non-Kohler product is the laundry sink faucet.
Decided to build a new house instead, no Kohler.
I have a delta kitchen faucet, brass finish which started to discolor. Called the company, told them when I purchased it and they said it was before the lifetime finish guarantee, but they sent me a complete new faucet no charge. In an era when customer service is terrible, I was impressed.
I also called Timberland about 10 year old boots that had started to leak, the seam from sole to leather had seperated. They said ship them back and they would repair them. A few weeks went by and they sent me new boots.
Milwaukee, Bosch, Rol Air, Senco, Empire Staple...
Life is not a journey to the grave with the intention of arriving safely in a pretty and well preserved body, but rather to skid in broadside, thoroughly used up, totally worn out, and loudly proclaiming
WOW!!! What a Ride!
Forget the primal scream, just ROAR!!!
One company that I don't think gets enough credit is GE. I've called them several times with tech questions and issues. I've always gotten precise, accurate and helpful answers literally in minutes. They even called back as promised when they couldn't get the answer immediately.PaulB