Kohler customer service experience

[d4]

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.

[RecipeForDisaster]

That is so great!

[gadje]

Excellent.

Now make sure there is no slow leak.

Wife called a plumber who opened the shower cartridge, and said he needs to order new parts and left the shower non operational. We had multiple bathrooms, so that was not a deal breaker.

When they eventually showed up a month later, it was the wrong part. Another month goes by, they still didn't have trhe part.

I called another plumber, same story, he needs to order the part. Wife asked him to turn the water back on. He did. There was a SLOW LEAK, we didn't notice, and we left for one week vacation.

when we came back, the family room ceiling was gone.

So please, make sure there is no slow leak.

[d4]

gadje wrote:
Excellent.
Now make sure there is no slow leak.

I observed it for a couple of hours at full water pressure before putting the faceplate back on. I think I'm in the clear. I mean that's way more time than what a plumber would've given.

While there are independent shut-off valves to the second floor toilet, 2 sinks and washing machine, there is no independent shut-off valve for the tub. To shut off the water to the tub, I have to shut off the water to the whole second floor. If there was a leak in the tub faucet and it takes a month for the part to come, that would sck!

[Microman]

Same experience here. Kitchen faucet not working correctly. New part. No Problem. No Cost.

[Fritz]

Kohler has been good for us.
American Standard, not so much.

[Black]

I've been able to get free replacement parts for Grohe and Delta, but it almost always involves wrong parts being sent at least once and long backorder times.