SERVICE AFTER THE SALE - STANDING BY A WARRANTY: THE BEST IN CLASS
Over the years I have purchased thousands of products and services with pretty good success with respect to getting value for the money and long term use. Back in the day everything was designed and built to last.
This was a overarching mindset and cultural thing that reflected quality which helped push sales without much effort.
Fast forward to the 2000 this whole concept of making something last is pretty much gone . . .
The one thing companies have done is to offer service after the sale if and when something fails within the warranty period or after. I'd like to dedicate this thread entry to a few companies that simply followed through with their promise of helping a customer when the time came. I have to say as an aside Brultech, Universal Devices, are some of these fantastic companies that have proven themselves to service the hell out of their customers when and where possible.
SERVICE AFTER THE SALE - STANDING BY A WARRANTY: DELTA
Last year my twelve year old facet in the tub began a slow drip. As expected this slow drip became a persistent drip that was very hard to ignore while sleeping. I must have tried for three months to remove the handle from the existing mount with very little success.
The set screw that affixes the handle to the main cartridge was tighten down by a f^cken moron and didn't think to apply some anti-seize to the set screw!
I'll reiterate my views these so called professionals are simply over paid imbecil's with a license to charge the consumer stupid amounts of money when ever they can. Like many here I always try to stay in my lane if there is something I'm not comfortable in doing or know for a fact I'll just mess it up *Real Good*
In this instance having tried for what seemed like eternity to remove the set screw I decided to call upon several plumbers.
The price quoted to remove the set screw and nothing else spanned $85 ~ $256.00!
I literally said FTS to that because all I heard from these so called professionals was this was going to be very complicated and intricate.
Welps, I can attest the process of removing the set screw was indeed hard but was far from complicated! Having broke off several Allen keys or bending them into a pretzel really pissed me off.
No amount of penetrating oil or heat was able to loosen the set screw as seen by my 1/8 bit that sheared clean off!
Ultimately the only solution was to drill that MOFO set screw out and was left with this damaged cartridge that needed to be replaced anyways. All told this took about five minutes of the reverse drill bit and in hindsight should have gone this route months ago!
I always try to support my own local community / country when possible. Having drove to every hardware store for the handle and cartridge not one of the 13 stores had them in stock or (IF) ordered wanted something crazy stupid for the same?!?!
Given I would have to wait anyways for this so called special order I noticed these parts indicated a *Lifetime Warranty* from Delta.
Truth be told I've had Delta fixtures my entire life and have never engaged the company for any warranty repairs / replacements. Fast forward to 2020 I did just that and emailed them a photo of the handle and cartridge.
The only question they asked me was how many!!
Given COVID-19 had shut down almost everything I was told the replacement could take several weeks. I didn't care because it was going to be the same amount of time coming from Home Depot / Lowes / Rona / McDermid etc! Added it would have cost more from these retail stores whereas submitting a warranty claim was - FREE!
A few weeks later the post man dropped off two boxed sets as seen here:
Unlike the imbecil of so called professional plumber I have applied some anti-seize to the set screw!
Assuming I have to do the same thing in another 12 years I know the blasted thing will indeed come out!
To the Delta company, and its employee's, the Teken family thanks you for standing by your product warranty.
SERVICE AFTER THE SALE - STANDING BY A WARRANTY: HOOVER
A few years ago I had to replace a failing vacuum cleaner and decided to purchase one from Hoover via our local Costco. Fast forward to late 2020 the motor had burnt out in the system. The model you see below offered a five year warranty and was indeed covered by the same. What I have to say is the entire process of making a claim was very straight forward and didn't require a lot from the consumer.
I was fully expecting to have to bring the vacuum cleaner into a local repair shop - Nope!
I really can't explain why the motor just couldn't be replaced / repaired but the Hoover company simply sent out a replacement.
A few weeks later the Hoover company sent out a new and improved model to the Great Bad Lands. All I can say is *Holy Sh^t* that is crazy impressive in the first order no matter how you slice it. Once again another great American company living their values by standing by their products. It obviously goes without saying Hoover will be the cleaning tool of choice now and into the future.
Much thanks to the CSR at Hoover and the company that stands by their warranty.
SERVICE AFTER THE SALE - STANDING BY A WARRANTY: THOMAS & BETTS
In late 2020 I had blogged about replacing the rear GFCI cover with a *In Use* one made by Thomas & Bets. That mini project went off pretty well and based on those great results decided to upgrade another out side. Unbeknownst to me the package I received was missing a few critical parts such as the pin to mate the cover to the box. I went back to the local store and proceeded to make a return on the item while also looking for the same in the aisles.
While looking down the aisle for the same part a person not related to the store came up to me. He asked if I needed help and I told him about why I was there. He laughed with me as I shook my fist in the air about how come this part came in a super thin vacuum sealed plastic bag and not in a box?!?
He said it was to be green in reducing paper waste, weight, and being able to fit more of the same into a master container!
We both agreed I wouldn't be there if it came in a box and those parts would be there if in a box.
Regardless, he said *Give me your name & address*?!?
I was like are you looking for a date . . .
He said no but wanted to ease the pain of having drove all over the city for a part that wasn't in stock, that came with missing parts, etc. A few weeks later what comes in the mail?!? What can anyone say about a company rep that takes the time to send a complete stranger a part!
Thomas & Betts is yet another American company that provides service after the sale. While living their values to help their customers whenever possible. I like to personally thank that T&B representative for pushing the envelope of customer support to the Nth degree. If we ever meet we'll be smashing some cold one's together shaking our fists to the plastic Gods!
SERVICE AFTER THE SALE - STANDING BY A WARRANTY: LEVITON
It seems all of these warranty issues all happen in 2020 which I don't know if that comes down to *Bad Luck vs Bad Lucky*. As part of replacing the GFCI In Use Cover as noted up above. The old Eaton GFCI was replaced with the next generation of self testing smart GFCI. As always the install went in without much fan fair or problems besides the fact another so called professional (Electrician) obviously couldn't look straight or use a level!
As the existing junction box was slanted . . .
Regardless, I replaced the existing GFCI with this newer Leviton outlet and it operated just fine over the summer. In the fall several systems indicated a random fault with this outlet. For whatever reason this specific GFCI outlet was prone to false tripping?!?
Even when the outlet was not in use it would always randomly trip.
After trouble shooting this issue for several days it came down to this hardware was prone to heat??? I proved this by simply placing a foam board over the area and the outlet never tripped. Removing the foam board resulted in a tripped state which just made me shake my head. I've been using Leviton hardware since the company existed and know they just make solid products. In all of those years like all the other entries here I have never submitted a claim.
Their hardware just works . . .
Unlike all of the other warranty claims I decided to call the vendor directly. I spoke to a nice lady who of course asked me to complete some basic testing and validation of the environment and wiring. As expected she agreed there had to be a defect and someone would follow up as to next steps. Welps, I never received any follow up whether it be email, phone call, or letter from the Leviton company.
A month later the mail man drops off a package and enclosed are not one but two of the self testing GFCI'!
I think what took me aback is the fact the lady told me the existing hardware would need to be sent back for testing. This is what I was expecting to see and a RMA with a return label. As stated no follow up email or correspondence was seen and quite frankly at this point I had forgotten about the outlet as I was hip deep in other projects on the go.
Like running 50,000 feet (9 miles) of Ethernet cable . . .
Regardless, a positive outcome was seen and have to thank the young lady in obviously doing something on her side. Given that isn't their normal warranty process which is fine by me but a little more clarity would have been nice. So Leviton thank you for standing by your product and empowering your employee's to offer Job 1 when ever possible!
SERVICE AFTER THE SALE - STANDING BY A WARRANTY: SCHLAGE
This 2021 winter like years past has seen the mercury break past records held for decades along with wind chill. Every winter the shifting and heaving of the earth is present and this impacts my exterior doors in the absolute worst ways. The doors become harder to close and open as the wood begins to swell and shift ever so slightly. This year out of the blue the dead bolt failed to open and no amount of the prying would allow the handle to be turned.
After trying by hand to turn the knob I decided to use a pair of vice grips . . .
That was probably a really bad move on my part in hindsight as the very moment I turned the knob just a wee bit I heard a snap?!?
All I had in my hand was a swiveling knob on the door which was really a WTF??? Once again my faith in buying hardware from well known and trusted brands didn't fail me. A simple email with the package, receipt, and installed hardware in place.
A few weeks later received the replacement part - but . . .
The dead bolt they sent out was a completely different color and style than the one in place. A couple of follow up emails to Schlage resulted in not just the correct dead bolt color, style. But, a Keyed Alike* that matched my existing Grade 1 lock set which saved me tons of money to get the same rekeyed.
Below is one box which is the incorrect color and style while the other is the exact replacement that is keyed alike.
This spring I'll need to commit to a long term game plan of permanently resolving this issue. It will be easier to shave the bottom of the door then to do the same to the threshold of the door frame. After looking at the dead bolt assembly I was expecting to see a more robust mechanism that turns the slide bolt.
It's literally a thin piece of metal and plastic . . .
Regardless, much thanks goes out to the Schlage company, and their fantastic customer support people who came through and went the extra mile to replace both dead bolts even though just one was broken! Didn't even have to ask they just said *Lets replace both - Just in case* given you poor bastards live in cold aszz north!
SERVICE AFTER THE SALE - STANDING BY A WARRANTY: LENNOX
The following isn't a kudos to the Lennox company as it is to those who sell on line to the Average Joe. It's been probably more than two years since I replaced this failed part. One winter (as usual nothing ever seems to happen when its warm) the furnace was short cycling and having reviewed the fault codes on the furnace it came down to three items.
Having watched several YouTube videos (Thank You Content Creators) I was fairly certain as to what the failed part was. As stated up above I am not above asking for help or spending money for the same. It's no great surprise having called several so called furnace companies for help. I either didn't receive a reply or was quoted something crazy stupid just for a site check with no guarantee of a first time fix.
One asshole literally told me it sounded like the main board and the entire furnace had to be replaced . . .
If I could have reached through the telephone and punched him in the throat I would have. I'll never understand how it is people who are proven shysters can exist in this world without a good beat down!!
In the end it came down to five minutes of diagnostics with a meter and watching the results of the furnace. As noted early on none of this could have happen without those on line retailers willing to sell these parts to Joe Public.
If memory serves me correctly all in with shipping, taxes, was under $35 - $45.XX. The Lennox furnace has been purring along just fine without a main board or God forbid an entire furnace replacement! I'll need to look in the maintenance folder as to what the Canadian company that sold me this part was. As they truly deserve Kudo's for selling parts to the general public at reasonable prices!