Quality problems with Hansgrohe fittings

The chrome on my Hansgrohe fittings started to peel off significantly after about 1 year. Hansgrohe refused the warranty service with the comment of improper cleaning. Apparently, extremely harsh cleaning agents (cement residue remover) were used, for example during the final cleaning. Strangely, however, the problem only occurred in our apartment and only with the Hansgrohe fittings in a 12-unit apartment building. The customer service compensated the installer but made us, the customers, bear the cost.

Hello,

After about 1 year, the chrome on my Hansgrohe fittings peeled off massively. Hansgrohe refused the warranty service with the comment of incorrect cleaning. Allegedly, extremely harsh cleaning agents (cement residue remover) were used, for example during the final cleaning. Strangely, the problem only occurred in our apartment and only with the Hansgrohe fittings in a building with 12 apartments. The customer service compensated the installer but made us, the customers, pay dearly.

Where were the fittings purchased – at the hardware store or a specialist retailer?

Kind regards

The fittings were obtained entirely through the installer and the wholesale trade, no DIY store goods!

Hello brmer,

we would like to help you clarify the situation and find a solution. Since it is somewhat difficult for us to understand the problem remotely, we would appreciate it if you could send us an email directly describing the situation in detail once again: [email protected]. Then we will see together how we can assist you!

In advance, here is some information on why proper cleaning of fittings and showers is so important and why Hansgrohe develops special cleaning recommendations and includes them with our products. These recommendations are based on extensive tests and analyses that we regularly conduct in our research and development department using common bathroom cleaners. The use of aggressive cleaners – which can certainly include brand-name products – or the incorrect use of cleaners often suggested by advertising can lead to impairments of product quality both during the construction phase and in everyday use. In particular, the mentioned cement residue removers used for cleaning after tile laying often come into contact with the chrome surfaces due to improper use. Often, even short exposure times are enough to cause a slow degradation of the surface structure. These damages are usually not visible immediately; the unpleasant surprise often only appears after the products are put into operation. To ensure high quality and durable products, Hansgrohe continuously develops new cleaning recommendations. We would be happy to provide you with these and a list of suitable cleaning agents.

Best regards, Martin Schmidt

Dear Mr. Schmidt,
I have already had a detailed conversation with your customer service manager. As a first step, it is already unfortunate that the company Hansgrohe has obtained an order by instructing the installer to replace the fittings and then refusing the warranty service. You can be sure that after the denied warranty service, I had no interest in buying a fitting from Hansgrohe anymore! Your customer service manager then explained to me that I am not a Hansgrohe customer and therefore actually have no right to complain. We had a pleasant conversation, but without any result.
What is interesting to me is the fact that the installer was contacted and compensated by the field service, while I as a customer who decided to buy a Hansgrohe product was treated like air.
Regards
Bruno Merk

Dear Mr. Merk,

Thank you very much for your reply!

We regret the inconvenience caused and would like to apologize for it!

Of course, we will promptly take care to review your case again with our customer service and then get back to you.

Kind regards,

Martin Schmidt

Thank you for your public statement; taken this seriously, builders feel well supported!

Best regards