ᐅ Experience with Grohe Red Faucet and Customer Service

Dear all, my patience is finally running out. It’s understandable that something can go wrong during installation – okay. One plug was defective. It took 5(!) weeks until the device was finally started with the correct plug. Then everything worked perfectly for 9 weeks, much to our delight. Suddenly, there was no boiling water coming from the tap again. We submitted a friendly complaint. Four days later we received an interim response that the technician would get in touch once the replacement part arrived. Another week of silence followed. I called to inquire. The replacement part (hopefully the right one, since there was no proper diagnosis) was now available, but the technician (apparently the only one without any regional backup) was on vacation and would contact us afterward.
My impression:
1. Grohe does not have quickly available spare parts
2. Customer service is not consistently available
Conclusion:
I will no longer purchase a premium product without premium service.
Breakdowns can happen anytime.

Update: After providing feedback to Grohe about their service, I received a promising response. The service is handled by a partner company. Let's see how it develops.

In the meantime, I found a reset button on a wired remote control for the water filter. It was hidden behind the kitchen cabinets. Although there was no instruction manual, I pressed the button after noting the current setting. The device is working again now. I wanted to inform the service provider, cancel the appointment, and request a manual (which I couldn’t find online). Guess who is probably unavailable until the New Year?

Phew, I’m really glad we have our Quooker, which works perfectly. Although we did have to do a reset once during the past 5 months, otherwise there have been no issues. Therefore, I can’t really comment on how customer service would be in case of any problems.

Update: Grohe responded quite politely and attentively to my somewhat negative comment on Facebook. I explained my situation again, and they promised to look into it. Since I was frustrated, I examined the device myself within the warranty period. Now it works again. Because I was unable to reach the service team multiple times—no one answered the phone—I informed them via Facebook that I would not need service for the time being. Yesterday, 24 days after the service request, the service team called to say the replacement part had arrived and they wanted to schedule an appointment. Hmm.

You really can forget about Grohe’s customer service...
We bought a bathtub faucet costing in the four-digit range (which I would never do again), and the installation didn’t work properly. Someone from Grohe came quickly and managed to fix it somehow, but it didn’t look perfect. Whatever, it was okay.
But we also have Grohe rain showers, not that expensive (mid three-digit range), where the thermostats didn’t work properly. For one, he managed to fix it; for the other, he said we must have broken it ourselves...
Since we were in the middle of moving stress, it wasn’t the most urgent problem. When we tried to follow up a few months later, nothing happened... they just “played dead.”