Hansgrohe Shower Guarantee Claim

Smike1958

We had a Hansgrohe shower installed 5 months ago, which became clogged, so we cleaned the head with a shower cleaner.   One of the rubber nozzles tore, and the shower is now leaking.   We complained to Hansgrohe under the guarantee and sent images, and they concluded without inspection,  that we had not cleaned the shower properly.   We found the response unacceptable. We wrote to complain and had the same response; they repeated that it had not been cleaned properly and refused to help.   I requested a repair or replacement, but they refused to respond.

How can I force them to consider what is a legitimate claim for an expensive showerhead?

Simon

Ayr_Rage

From what you say it sounds like your cleaning efforts caused the issue.

Rubber nozzles do not tear spontaneously.

Please post your pictures.

Ergates

Smike1958 said:

We complained to Hansgrohe under the guarantee and sent images, and they concluded without inspection,  that we had not cleaned the shower properly.   We found the response unacceptable

What about the response do you find unacceptable?   Do you refute that the cleaning caused the issue?  Do you believe the product was inherently faulty (e.g. too delicate for the purpose it was sold for)?  

If you provide more details of your position and your reasoning then people will be more able to help you.

Aylesbury_Duck

This will depend upon the guarantee terms and conditions.  What do they say about cleaning and/or user damage, and is the manufacturer adhering to those terms?  If they are, then you've reached the end of the road with the guarantee.

You might consider exercising your consumer rights against the retailer, but you may face the same problem, making the retailer accept that this wasn't a result of overzealous cleaning.

Smike1958

Please see the two attached images of the shower head. My wife, a retired scientist and very careful person cleaned the shower head with a cloth and shower cleaner, rubbing it as described in the manual. Only one rubber nozzle has, in fact, torn, so I can only conclude it is a manufacturing fault.

Smike1958

Here is another image

Smike1958

If you look carefully, you will see the torn rubber nozzle looks like it may have had a fault, also only one nozzle is damaged from very many.

Wonka_2

If i were the manufacturer I suspect I'd be coming to the same conclusion as them. Your option at this stage is to get an expert to confirm that this was the result of a manufacturing fault.

Without knowing the model is it not as simple as replacing the rubber membrane inside the head ?

born_again

Looks like what ever you used to wipe it over with, was too rough & ruined the nozzle. 

Smike1958

Thanks for all of your comments.  I assure you the shower head was only ever cleaned with a descaler, sponge, and/or flannel.   What frustrates me is that Hansgrohe has not even offered to examine the unit, so how can they conclude that it was not a manufacturing fault?   Also a more help full response would have been to offer a repair, even if we had to contribute.  None of that has happened.

Aylesbury_Duck

Take it back to the retailer to see about exercising your consumer rights, then.  Were you the purchaser, or did you pay someone to supply and fit?  If you paid someone, they are the retailer.  

You have no right to any action under the guarantee if the manufacturer decides it's not a result of an inherent fault.