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Winnie8385710 Sep 2013 15:48Our Hansgrohe faucet on the washbasin in our new apartment became stiff within one year, which should actually be covered under the warranty. A technician from Hansgrohe’s customer service came for a repair and found that the problem was caused by using the wrong cleaner. He installed a new cartridge because I had used vinegar-based cleaner from a local store on the day of the repair. He said that only citric acid-based cleaners should be used on the faucet, and the care instructions are written in the included user manual. However, I did not receive either the manual or any notice from the builder, which the builder also admitted. Afterwards, I received an invoice for 300 EUR (approximately $) from the builder, stating that the misuse was my fault. The problem reoccurred after two months, even though since the first repair I only used citric acid-based cleaner.
This time, I contacted Hansgrohe customer service directly, but the company said I should send them the defective cartridge to check whether any cleaning agents or other substances had entered it. If so, the warranty would be void again. This means I would definitely be held responsible and have to pay for the second repair as well. But why did only the cartridge of this faucet get damaged by water with cleaning agents? How can this happen when I have cared for all other faucets the same way? What is the point of further repairs if the faucet will become stiff again after some time and Hansgrohe will refuse the warranty again? With so much money, I could have already bought a new faucet from another manufacturer.
Has anyone else had similar experiences? What could be the cause of a stiff faucet besides the cleaning agents? I really don’t know what to do now, as Hansgrohe seems to just find any excuse to deny the warranty. I no longer trust this company, which in my case takes no responsibility for its own product.
I would appreciate your help and advice. Do I have to pay the first invoice even though the first repair actually failed? What is the best way to proceed fairly now? Or is it best to avoid any further repairs and just stay away from Hansgrohe?
I hope I have clearly explained my problem as a foreigner. In any case, thank you very much for taking the time to read my long message. I am grateful in advance for all tips and suggestions!
This time, I contacted Hansgrohe customer service directly, but the company said I should send them the defective cartridge to check whether any cleaning agents or other substances had entered it. If so, the warranty would be void again. This means I would definitely be held responsible and have to pay for the second repair as well. But why did only the cartridge of this faucet get damaged by water with cleaning agents? How can this happen when I have cared for all other faucets the same way? What is the point of further repairs if the faucet will become stiff again after some time and Hansgrohe will refuse the warranty again? With so much money, I could have already bought a new faucet from another manufacturer.
Has anyone else had similar experiences? What could be the cause of a stiff faucet besides the cleaning agents? I really don’t know what to do now, as Hansgrohe seems to just find any excuse to deny the warranty. I no longer trust this company, which in my case takes no responsibility for its own product.
I would appreciate your help and advice. Do I have to pay the first invoice even though the first repair actually failed? What is the best way to proceed fairly now? Or is it best to avoid any further repairs and just stay away from Hansgrohe?
I hope I have clearly explained my problem as a foreigner. In any case, thank you very much for taking the time to read my long message. I am grateful in advance for all tips and suggestions!
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Winnie8385710 Sep 2013 16:00Quote from another Hansgrohe customer: [HR][/HR] Registered since 05.10.2012 Posts 2
This is how Hansgrohe deals with quality defects and warranty claims
During a bathroom renovation in May 2011, a Hansgrohe shower mixer (Mediano shower thermostat model 142261) was supplied and installed by a professional company. Now, in September 2012, we noticed the chrome plating peeling off the right temperature control knob. We discovered this because my wife cut her finger deeply on the razor-sharp edge of the peeled area while adjusting the temperature in the shower. We reported the damage to the installer, who passed it on to Hansgrohe. According to the installer, Hansgrohe rejected the warranty claim, accusing us of using unauthorized cleaning agents on the mixer. This is completely unacceptable. This statement was made without talking to us or inspecting the mixer. The mixer was never treated with any cleaning agents, only wiped with a soft cloth after showering. With these unfair tactics, Hansgrohe tries to evade warranty claims arising from a genuine quality defect.
This is how Hansgrohe deals with quality defects and warranty claims
During a bathroom renovation in May 2011, a Hansgrohe shower mixer (Mediano shower thermostat model 142261) was supplied and installed by a professional company. Now, in September 2012, we noticed the chrome plating peeling off the right temperature control knob. We discovered this because my wife cut her finger deeply on the razor-sharp edge of the peeled area while adjusting the temperature in the shower. We reported the damage to the installer, who passed it on to Hansgrohe. According to the installer, Hansgrohe rejected the warranty claim, accusing us of using unauthorized cleaning agents on the mixer. This is completely unacceptable. This statement was made without talking to us or inspecting the mixer. The mixer was never treated with any cleaning agents, only wiped with a soft cloth after showering. With these unfair tactics, Hansgrohe tries to evade warranty claims arising from a genuine quality defect.
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