After about one year, the chrome finish on my Hansgrohe fittings started peeling off significantly. Hansgrohe denied the warranty claim, stating that improper cleaning was the cause. They claimed extremely harsh cleaning agents (such as cement residue removers) had been used, for example during the final cleaning. Strangely, the problem only occurred in our apartment and only affected the Hansgrohe fittings in a building with 12 units. The customer service compensated the installer, but left us, the customers, to bear the cost.
B
Bauexperte18 May 2011 11:44Hello,
Where were the fixtures purchased – at a hardware store or a specialized dealer?
Kind regards
brmer schrieb:
After about one year, the chrome plating on my Hansgrohe fixtures started peeling off heavily. Hansgrohe denied the warranty claim, stating it was due to incorrect cleaning. They claimed that very harsh cleaning agents (such as cement residue removers) were used, for example during the final cleaning. Strangely, this problem only occurred in our apartment and only affected the Hansgrohe fixtures in a building with 12 units. The customer service compensated the installer but left us, the customers, to bear the cost.
Where were the fixtures purchased – at a hardware store or a specialized dealer?
Kind regards
H
Hansgrohe Service20 May 2011 09:01Hello brmer,
We would like to help clarify the situation and find a solution. Since it is somewhat difficult for us to fully understand the problem remotely, we would appreciate it if you could send us an email describing the situation in detail: social.Media@Hansgrohe.com. Then we can work together to see how we can assist you!
In advance, here is some information on why proper cleaning of faucets and shower heads is so important and why Hansgrohe develops specific cleaning recommendations and includes them with our products. These guidelines are based on extensive testing and analysis, which we regularly carry out in our research and development department using common bathroom cleaning products. The use of aggressive cleaners—which can include branded products—or incorrect use of cleaners, often suggested by advertising, can impair product quality both during construction and in everyday use. In particular, cement residue removers used after tile installation often come into contact with chrome surfaces due to improper use. Even short exposure times are often enough to cause gradual degradation of the surface structure.
These damages are usually not immediately visible; the unpleasant surprise often only appears after the products are put into operation.
To ensure high quality and durable products, Hansgrohe continuously develops new cleaning recommendations. We would be happy to provide you with these guidelines along with a list of suitable cleaning agents.
Best regards,
Martin Schmidt
We would like to help clarify the situation and find a solution. Since it is somewhat difficult for us to fully understand the problem remotely, we would appreciate it if you could send us an email describing the situation in detail: social.Media@Hansgrohe.com. Then we can work together to see how we can assist you!
In advance, here is some information on why proper cleaning of faucets and shower heads is so important and why Hansgrohe develops specific cleaning recommendations and includes them with our products. These guidelines are based on extensive testing and analysis, which we regularly carry out in our research and development department using common bathroom cleaning products. The use of aggressive cleaners—which can include branded products—or incorrect use of cleaners, often suggested by advertising, can impair product quality both during construction and in everyday use. In particular, cement residue removers used after tile installation often come into contact with chrome surfaces due to improper use. Even short exposure times are often enough to cause gradual degradation of the surface structure.
These damages are usually not immediately visible; the unpleasant surprise often only appears after the products are put into operation.
To ensure high quality and durable products, Hansgrohe continuously develops new cleaning recommendations. We would be happy to provide you with these guidelines along with a list of suitable cleaning agents.
Best regards,
Martin Schmidt
Dear Mr. Schmidt,
I have already had a detailed conversation with your customer service manager. At the first step, it is remarkable that Hansgrohe managed to obtain an order by instructing the installer to replace the fittings and then denying the warranty service. You can be sure that after the warranty was refused, I had no further interest in purchasing any fittings from Hansgrohe! Your customer service manager then explained to me that since I am not a direct customer of Hansgrohe, I essentially have no right to complain. We had a polite conversation, but it did not lead to any results.
What I find interesting is the fact that the installer was contacted and compensated by the sales representative, while I as the customer who chose to buy a Hansgrohe product was treated as if I were invisible.
Regards
Bruno Merk
I have already had a detailed conversation with your customer service manager. At the first step, it is remarkable that Hansgrohe managed to obtain an order by instructing the installer to replace the fittings and then denying the warranty service. You can be sure that after the warranty was refused, I had no further interest in purchasing any fittings from Hansgrohe! Your customer service manager then explained to me that since I am not a direct customer of Hansgrohe, I essentially have no right to complain. We had a polite conversation, but it did not lead to any results.
What I find interesting is the fact that the installer was contacted and compensated by the sales representative, while I as the customer who chose to buy a Hansgrohe product was treated as if I were invisible.
Regards
Bruno Merk
B
Bauexperte8 Jul 2011 16:07Martin Schmidt schrieb:
Dear Mr. Merk,
Thank you very much for your response!
We regret the inconvenience caused and would like to apologize for it.
Of course, we will immediately review your case again with our customer service team and get back to you.
Kind regards,
Martin Schmidt Thank you for your public statement; when taken seriously like this, builders feel well supported!
Best regards
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