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.
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Bulla200011 Jul 2011 20:02I also asked my installer during the consultation to include the installation of the rather expensive Air Shower 360. With the additional cost of about 600 euros, the quality should be beyond any doubt.
Bulla2000 schrieb:
I also asked my installer during the consultation to include the rather expensive Air Shower 360. With an extra cost of about 600 euros, the quality should be beyond question.Yes, I expected something similar since the two fittings in question cost over 600€ each. Unfortunately, I was proven wrong.
H
Hansgrohe Service29 Jul 2011 09:48Dear Mr. Merk,
Please accept my apologies for the delay; I needed some time to investigate your case thoroughly.
A detailed examination of the fixtures you reported at our laboratory revealed that the chrome peeling on both products is very likely caused by the use of acidic, aggressive cleaning agents or, during the construction phase, cement residue removers. Due to their composition, these substances attack the surface of the fixtures. If such cleaners are not used according to the instructions or if the fixtures are not sufficiently rinsed with water after treatment, surface damage like in your case unfortunately occurs. These damages may only become visible after some time.
Our standard user manual, which is always included with our products, explicitly explains how to clean fixtures properly to avoid damage. Your installer is obligated to provide you with this manual once the products are installed. Therefore, damage caused by incorrect or improper cleaning and maintenance is not covered under our warranty.
Nevertheless, as a gesture of goodwill and in an effort to positively resolve this regrettable situation, we voluntarily compensated our direct customer (the wholesaler from whom your installer purchased the two fixtures) for the damaged items. According to information from the wholesaler and your installer, these two new fixtures were provided to you free of charge and have been installed.
We hope you are satisfied with the fixtures. Should you experience any issues unexpectedly, please feel free to contact me—also by email at [E-Mail]social.Media@Hansgrohe.com[/E-Mail]. I will do my best to assist you.
Best regards from Schiltach,
Martin Schmidt
Please accept my apologies for the delay; I needed some time to investigate your case thoroughly.
A detailed examination of the fixtures you reported at our laboratory revealed that the chrome peeling on both products is very likely caused by the use of acidic, aggressive cleaning agents or, during the construction phase, cement residue removers. Due to their composition, these substances attack the surface of the fixtures. If such cleaners are not used according to the instructions or if the fixtures are not sufficiently rinsed with water after treatment, surface damage like in your case unfortunately occurs. These damages may only become visible after some time.
Our standard user manual, which is always included with our products, explicitly explains how to clean fixtures properly to avoid damage. Your installer is obligated to provide you with this manual once the products are installed. Therefore, damage caused by incorrect or improper cleaning and maintenance is not covered under our warranty.
Nevertheless, as a gesture of goodwill and in an effort to positively resolve this regrettable situation, we voluntarily compensated our direct customer (the wholesaler from whom your installer purchased the two fixtures) for the damaged items. According to information from the wholesaler and your installer, these two new fixtures were provided to you free of charge and have been installed.
We hope you are satisfied with the fixtures. Should you experience any issues unexpectedly, please feel free to contact me—also by email at [E-Mail]social.Media@Hansgrohe.com[/E-Mail]. I will do my best to assist you.
Best regards from Schiltach,
Martin Schmidt
Dear Mr. Schmidt,
Thank you for your information.
<<Nevertheless, as a gesture of goodwill and in an effort to turn this unfortunate situation around, we have voluntarily compensated our direct customer (the wholesaler from whom your installer purchased the two fittings) for the two damaged fittings. According to the wholesaler and your installer, these two new fittings were provided to you free of charge and installed at your property.>>
Unfortunately, that did not work out, as I had to pay for the fittings, as mentioned in my first message. I will now consult my installer and possibly the wholesaler. The installer only informed me that he was compensated in kind, meaning with parts, by the field representative.
Thank you for your information.
<<Nevertheless, as a gesture of goodwill and in an effort to turn this unfortunate situation around, we have voluntarily compensated our direct customer (the wholesaler from whom your installer purchased the two fittings) for the two damaged fittings. According to the wholesaler and your installer, these two new fittings were provided to you free of charge and installed at your property.>>
Unfortunately, that did not work out, as I had to pay for the fittings, as mentioned in my first message. I will now consult my installer and possibly the wholesaler. The installer only informed me that he was compensated in kind, meaning with parts, by the field representative.
Quality and Quality Standards of Hansgrohe
I have read the response to my complaint with considerable incomprehension.
In January of this year, I provided Hansgrohe with all the requested information regarding my complaint.
I sent the AX Starck KB 240x240 product (item no.10929000) to Hansgrohe for inspection.
The core statement in the inspection report reads: "Such damage is caused by the use of acidic, aggressive substances, such as cleaning agents, descalers, or cement residue removers (used when cleaning tiles)..." Despite further statements from me denying the use of inappropriate cleaning agents, I was again sent the inspection report along with a cleaning recommendation. My replies were met only with unrelated, pre-formulated text blocks from quality control.
The item returned to me still bore the inspection marks made with a black pen.
Last year, we fully equipped two bathrooms with Axor Starck components. I have thoroughly studied the proper cleaning of our high-quality fixtures.
As I have explained multiple times in writing and by phone, the item did not come into contact with any descalers or cement residue removers.
Every time I look at our overhead shower, I remain deeply surprised about "German quality products."
I have read the response to my complaint with considerable incomprehension.
In January of this year, I provided Hansgrohe with all the requested information regarding my complaint.
I sent the AX Starck KB 240x240 product (item no.10929000) to Hansgrohe for inspection.
The core statement in the inspection report reads: "Such damage is caused by the use of acidic, aggressive substances, such as cleaning agents, descalers, or cement residue removers (used when cleaning tiles)..." Despite further statements from me denying the use of inappropriate cleaning agents, I was again sent the inspection report along with a cleaning recommendation. My replies were met only with unrelated, pre-formulated text blocks from quality control.
The item returned to me still bore the inspection marks made with a black pen.
Last year, we fully equipped two bathrooms with Axor Starck components. I have thoroughly studied the proper cleaning of our high-quality fixtures.
As I have explained multiple times in writing and by phone, the item did not come into contact with any descalers or cement residue removers.
Every time I look at our overhead shower, I remain deeply surprised about "German quality products."
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