I have a favorite t-shirt, ordered years ago from Funny Times. The text stands out against the profile of a man: “Don’t assume I fix things.” Meda has the women’s version: “Don’t assume I cook.”
That shirt sets the stage for this short tale.
We’ve got a faucet downstairs that has started dripping. Drip…drip…drip. So I took a look at it. I don’t now why, since I have no idea how to tear apart a complicated faucet, but it is, after all, “man’s work”. I found the “Delta” label, and headed for Home Depot, which happens to occupy a regular spot in my nightmares. I can see myself wandering endless rows of things for which I have no names or concepts of how they would be used, trapped in a futile search for something, I’m not sure what. And it happened again. I stood in the faucet row, looking at the lines of faucets mounted on the wall. Many of them looked similar. None looked exactly right, but I couldn’t be sure since, unfortunately, I hadn’t brought along a photo to refresh my memory. So I left, defeated and deflated, but returned several days later with this photo, hoping for a better day.
There was the HD guy in his colored vest, swaggering down the faucet row, just like in the advertisements. He’ll know, I told myself. Well, guess what? He was as clueless as I am. He looked at the photo, glanced vaguely at the various Delta faucets on display, showed absolutely no knowledge of their faucet repair kits, and told me that I was out of luck. He did, though, have one suggestion. He said I might have to go to the manufacturer. And I left Home Depot, defeated again.
That afternoon, stewing in front of my computer, I launched one of those “Hail Mary” passes, looking for an unlikely touchdown. In this case, I addressed an email to the generic customer service address at Delta with a description of the problem and the photo of the faucet. At least it made me feel like I had done something, even if it seemed unlikely to go anywhere.
So I was very surprised to get an email back within a day or so from Beth of Delta’s customer service.
Dear Ian,
Thanks for writing and sending the pictures!
The faucet in your pictures looks like the 470-SS model, and if it is dripping from the spout after it has been turned off, then the internal parts would be worn.
If your faucet is from 2006 or earlier, then the hot and cold water lines (coming down underneath your faucet, under the countertop) should be made from copper pipes. If these water lines are made from a PEX (plastic-looking) tubing, then please let me know.
I have ordered you a RP4993 seats and springs kit to repair your leaking faucet. You should receive this order within 10 to 14 business days.
Yesterday I received an email notice that the repair parts have shipped. No charge, no fuss, no other questions asked, no hurdles to jump. Amazing.
Thank you, Delta.
Then there was my computer bag. I haul my 15″ Macbook Pro around in a simple, black case that I sling over my shoulder. I couple of weeks ago I was at the UH Manoa Campus Center, waiting for Meda to break free at the end of the day, when I heard a pop, a rattle, and the case suddenly fell and crashed to the ground. On examination, it seems one of the O-rings that the strap attaches to had broken. Luckily, the case had done its job and protected the computer from the impact. The case can still be hand carried by its handle, but that’s not a very useful solution.
Then I recalled seeing something on the Brenthaven web site–“Lifetime guarantee.”
So off went another email, with a photo of the place where that O-ring should have been.
The response came quickly, and there was both bad news and good news.
Dear Ian Lind,
Thank you for your email and the photos of your damaged Brenthaven case.Upon review of your photos, we have determined that we are not able to repair your case. Please enjoy the discount code below for an 80% savings on any style on our website www.brenthaven.com . This code is valid for one case and can be used through the end of this month, April, 2011.
As part of our commitment to sustainable business practices, we would like to suggest you donate your damaged Brenthaven case to a local charity that can still put the case to good use.
I’ve ordered a replacement, taking advantage of the 80% discount, which was credited without problem.
So thanks to Delta Faucets and Brenthaven for providing excellent support for their products.
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There are those of us who believe if you have one more miracle credited to you like the two above, you qualify for sainthood.
WOW! this example of correct customer service made my day!
I have had similar experience with other major plumbing companies on faucet problems, very good customer support when you deal with them directly. Now that Lowe’s is open near Home Depot you might better service over there.
How nice that credit was given to these customer service departments on the internet, also, which may help with future shopping decisions!
It used to be that the corner store had washers, screws and sometimes valve seats to fix most any faucet. No more.
Especially with a lifetime guarantee, which means you’re entitled to the parts free, there is no reason why Home Depot would carry the part. They do have lots of parts for faucets with things that wear out, though a 50 cent pack of washers now costs more than $3.
I had a terrible experience with a fancy kitchen faucet purchased at Costco. It leaked at the base, and had a lifetime guarantee. The entire process took more than 3 months. They kept sending me the wrong parts, for example, a base plate that didn’t have the holes needed for the faucet and the soap dispenser. They must have sent me literally a dozen different plates, but never the right one. Meanwhile the leak had grown to a flood.
Then they sent me a n entire replacement faucet kit, saying mine was no longer made. Ok, they were similar enough. But no soap dispenser. More parts, more time wasted.
Finally I googled and faxed the CEO of the company, located in a different state.
Next day I got a phone call, they were replacing my faucet with the exact same one, improved so the base would not leak in the future.
When I was an executive myself I was never afraid to pick up the phone and get someone on my own level to fix a problem when all else failed. Now that I’m a peon, it still works.
The faucet is not actually discontinued, it’s still occasionally sold at Costco. It still has a lifetime guarantee. I won’t mention the brand, though, I may need their help again in the future.
At least they didn’t tell me that the “lifetime guarantee” referred to the faucent’s lifetime, which was now up.
Costco also sells a “lifetime” collapsible meeting table which has a standard warranty. Caveat emptor.
Ha! I would’ve called A-1 Budget Plumbing and gotten it fixed the same day. Less aggravation that way, not to mention the water wasted.
nice to hear some good news
Your story reminded me that years ago, I had a Revereware pot, the kind with two handles. One of the handles broke but it was still usable by using a potholder for the handleless side.
I was at Liberty House (I told you it was years ago) one day and happen to see that the company had a “lifetime” warranty and I wrote down the 1-800 number. I called them and, sure enough, in a few weeks, I received a brand new pot free of charge.
I kept the other one which I still use to this day.
Now that’s customer service!
I went to Costco and picked up the Jabra bluetooth thingy you mentioned a few days ago. Fantastic device. I stream progressive talk radio on my phone, which is a lot smarter than I am…as I drive to work. If I was on Oahu I would bring my step son to your house and fix your stuff. He is also smarter than I am, about some things anyway.
Really? You call an 80% discount on a “100% Lifetime Warranty” good customer service? I tend to disagree. 80% off a $200 bag is still $40. You could go down to a local store and buy a normal laptop bag for that price, and five of them for full price of a Brenthaven.