Hansgrohe Shower Guarantee Claim

Smike1958

We purchased the unit and had a builder install it. My frustration is that they have not even offered to examine the damaged unit or offer a route to repair it. This is poor customer service, IMHO, but more importantly, there must be some remedy if a manufacturer refuses a genuine customer claim.

Alderbank

You just say you purchased the unit. Who from?

Hansgrohe UK website does not seem to offer direct sales, each product says 'click link to find a retailer'.

You do have rights for a remedy but they are specifically with the retailer you bought from, not the manufacturer.

Aylesbury_Duck

Smike1958 said:

We purchased the unit and had a builder install it. My frustration is that they have not even offered to examine the damaged unit or offer a route to repair it. This is poor customer service, IMHO, but more importantly, there must be some remedy if a manufacturer refuses a genuine customer claim.

Why?  You bought from a retailer, not the manufacturer, unless they're the same entity because you bought directly from the manufacturer? The whole point of manufacturers selling to retailers is that they don't have to invest in physical stores, e-commerce websites, handle payments, deal with returns, etc.  Your consumer rights lie with the retailer, your guarantee rights with the manufacturer, and they appear to have determined the problem is of your making.

Who did you buy it from?  Your next step should be to contact that retailer and report the item as unfit for purpose, or similar, and see what their response is.  If it's not positive, come back for advice.

Jumblebumble

Smike1958 said:

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.

Hansgrohe may well be basing their response on their experience having in the past examined many returned showers
I imagine that they destructive test and know exactly what a too rough cleaning result  looks like

Hoenir

Smike1958 said:

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?   

During the design process the product will go through thorough testing. Rubber as a material doesn't simply break in that manner. Without being physically rubbed. 

Ergates

Hoenir said:

Smike1958 said:

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?   

During the design process the product will go through thorough testing. Rubber as a material doesn't simply break in that manner. Without being physically rubbed. 

Unless there is a manufacturing defect in it...

Smike1958

All—Hansgrohe acknowledges that the shower head and nipples need to be rubbed with cleaner to get rid of the limescale, but we have only ever rubbed them with a cloth or rubber squeegee. Surely, for a high-end shower like this, it should be robust enough to withstand reasonable cleaning, but it has not. Not only have they refused to acknowledge a guarantee claim, but they have not offered help in getting the shower head repaired.

I am genuinely shocked how everyone on this forum believes their conduct and refusal to help is reaxsonable

Arunmor

Just block that nozzle off.  You have 200 more nozzles that will do the job.

Our Hansgrohe shower head is very similar and is 13 years old and never had a problem.  Good bits of kit.

born_again

Smike1958 said:

All—Hansgrohe acknowledges that the shower head and nipples need to be rubbed with cleaner to get rid of the limescale, but we have only ever rubbed them with a cloth or rubber squeegee. Surely, for a high-end shower like this, it should be robust enough to withstand reasonable cleaning, but it has not. Not only have they refused to acknowledge a guarantee claim, but they have not offered help in getting the shower head repaired.

I am genuinely shocked how everyone on this forum believes their conduct and refusal to help is reaxsonable

• incoming dirt, water jets, in particular hot water jets, damage caused by limescale deposits, ice or other environmental influences (e.g. humidity and heat), operating and handling errors, damage caused by aggressive environmental influences, chemicals, cleaning agents, excessive pressure/insufficient pressure and pipes under excessive tension or insufficient tension;

A squeegee is a fairly solid blade. Especially when being run over a product such as this shower head with rubber nipples, with a edge such as around the nipples which will be pulled against the edge.

Wonka_2

Solved for you https://amzn.eu/d/05G2b66m

Probably less than the cost of the time you’ve spent on it so far (and yes it’s random ones but without knowing the model number I can’t get more specific)