Andrew Pollack's Blog

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A shout out to Kohler - yea, them.

By Andrew Pollack on 03/29/2008 at 03:42 PM EDT

A bit of a plumbing job that I had to do went much easier thanks to some good support from Kohler. In our master bathroom, we have faucets and valves from the Kohler Fairfax family. The bathtub valve was dripping, but I couldn't find a replacement cartridge at any of the hardware stores I frequent. When I called Kohler, I found out why.

They don't sell replacement cartridges. They give them away. Simply through my call, within 5 minutes I was talking to an expert who agreed with me that it needed replacement. He also corrected my part number (spotting that I'd selected a similar but slightly larger one than I needed) and told me that one was being shipped that day.

The package I received included the cartridge and the mixer valve -- pretty much the entire inner guts of the faucet -- including all of the o-rings, replacement screws, flanges, and a set of instructions. It took me ten minutes to replace old parts with the new and the problem is solved.

I'm the first one to whine about bad customer service. I should be the first one to point out the good. This was excellent, and I'm much more likely to buy Kohler products in the future.

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re: A shout out to Kohler - yea, them.By Paul Gagnon on 03/31/2008 at 10:11 AM EDT
I had a similar experience with them Andrew. Less than a year after my
expensive nice faucet for the kitchen sink was installed, the silver extenable
and retractable hose got hung up over and over on a valve under the counter and
became damaged. Called the home improvement place where we originally it and
no luck there for parts, said to call Kohler. I gave them the model and my
address, new parts came within 2 days. Extremely pleased. Someday I'm gonna
have one of those high tech showers they keep showing in their "Bold Look"
re: A shout out to Kohler - yea, them.By Turtle on 03/31/2008 at 03:03 PM EDT
I will be interested to know if American Standard has the same level of support
for the new tub set I've had in the closet for a year waiting to find a time
for me to install it. I know I got really sick of Moen... we had one in the
kitchen sink and it was a POC, one of those leak uniball things with the
extendable hose. Got rid of that and bought an American Standard unit for
that. The sink will probably corrode away before the faucet does. It dates to

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