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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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