Grex Consumer Conference Item 78

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Author

Message

Worthwhile guarantee

Dec 19 01:12 UTC 1996

About 3 years ago, we bought a Moen kitchen faucet.  It is a "Medium" priced
unit and had a limited lifetime warranty.  Well, it started dripping about
a month ago and Nancy, my wife, asked me to call their 800 number.  They asked
the age of the unit, then said "we will have a repair kit in the mail, with
instructions, in the morning."

Sure enough, we got the repair kit.  I repaired it, but found a broken plastic
part inside the faucet.  This part was not included in the repair kit. 
Another call, and we had that part within 3 days.   

I never detected any attitude other than "we are sorry it happened, what can
we do to make it right?".  They were the model of a consumer-designed customer
service department.

When you get service like that, it deserves to be shared.

6 responses total.

n8nxf

response 1 of 6:

Dec 19 14:46 UTC 1996

That's good to know!  I've always been a Delta person, since I've never
had problems with one, but will consider Moan in the future  ;-)

chelsea

response 2 of 6:

Dec 20 14:06 UTC 1996

We are having a problem with some brass Moen faucet parts which
seem to be tarnishing under the top protective coating.
The fixtures were installed only about 6 months ago.  Our
contractor is in contact with the folks from Moen.  I'll
let you know how it goes.

rcurl

response 3 of 6:

Dec 20 18:56 UTC 1996

I'm not surprised. There is no way to protect brass from tarnishing - unless
you gold plate it (well, nickel and chrome plate it). MUch brass is
"lacquered" - a clear varnish coat - which doesn't last very long in a harsh
(e.g., wet) environment. Just forget the lacquer, and use brass polish
weekly (or convince yourself you like the "patina" on weathered brass).

chelsea

response 4 of 6:

Dec 22 01:03 UTC 1996

This isn't the usual brass patina though.  It is small specks of
jet black and I'm reluctant to damage the surface and void any
warranty.  Eventually, I know I'll need to put more work into
keeping the brass looking nice.  But not yet and not with this
type of spotting.

rcurl

response 5 of 6:

Dec 22 01:23 UTC 1996

Sounds like bacteria at work anaerobically under the lacquer. They release
sulfides, which make black CuS spots.

chelsea

response 6 of 6:

Dec 22 03:53 UTC 1996

I really didn't want to know that. ;-)

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