10-07-2023, 01:52 PM
Kohler customer service is top notch in my book. A 9 year old, Kohler single handle shower/tub faucet stopped working properly. The hot water was not coming out. Just full blast cold even with the handle turned all the way to 100% hot.
I took off the handle. Took off the faceplate. Once I saw raw cut tile, fiberglass mesh, and brass pipes my intuition told me to stop what I'm doing, shut off the water valve and give Kohler a call before going any further. LOL
I had no idea what part I needed. Didn't know the name of the old fixture. Called Kohler CS. Got a live operator in under a minute. I explained to her what the problem was. She didn't need any model names and codes. She requested me to take off the handle and faceplate (no tools needed) and take a picture of what I'm seeing. She even offered to wait on hold. From the symptoms I explained and the one pic I sent her, she knew exactly what I needed to replace. No need for a plumber. Just shut off the water, and a screwdriver. The part was free. Shipping was free. Plumbers grease was not included, but I already had some. Part arrived in 3 days. Old part was easily accessible after removing 4 crosshead screws. Popped the part in. Back in business. Works like new.
FYI: On Amazon this was a $34 part.
Had a similar CS experience with Moen 5 years ago. Free shower cartridge part and free shipping from them as well.
I took off the handle. Took off the faceplate. Once I saw raw cut tile, fiberglass mesh, and brass pipes my intuition told me to stop what I'm doing, shut off the water valve and give Kohler a call before going any further. LOL
I had no idea what part I needed. Didn't know the name of the old fixture. Called Kohler CS. Got a live operator in under a minute. I explained to her what the problem was. She didn't need any model names and codes. She requested me to take off the handle and faceplate (no tools needed) and take a picture of what I'm seeing. She even offered to wait on hold. From the symptoms I explained and the one pic I sent her, she knew exactly what I needed to replace. No need for a plumber. Just shut off the water, and a screwdriver. The part was free. Shipping was free. Plumbers grease was not included, but I already had some. Part arrived in 3 days. Old part was easily accessible after removing 4 crosshead screws. Popped the part in. Back in business. Works like new.
FYI: On Amazon this was a $34 part.
Had a similar CS experience with Moen 5 years ago. Free shower cartridge part and free shipping from them as well.