Quality problems with Hansgrohe fittings

I also asked my installer during the meeting to install the rather expensive Air-Dusche 360. With the surcharge of about 600 euros, the quality should be beyond any doubt.

I also asked my installer during the meeting to install the rather expensive Air Shower 360. With the additional cost of about 600 euros, the quality should be beyond all doubt.

Yes, I was also assuming something similar, after all, the two affected fittings cost over 600€. Unfortunately, I was proven wrong.

Dear Mr. Merk!

Please excuse the delay, I had to do some research to shed light on your case.

As an extensive examination of the fittings you complained about in our laboratory revealed, the chrome peeling on both products is very likely due to the use of acidic, aggressive cleaners or - even during the construction phase - cement residue removers. Due to their composition, these attack the surface of the fittings. If such cleaners are not used according to the instructions for use or the fittings are not rinsed thoroughly with water after treatment with such agents, unfortunately surface damage like in your case occurs. These damages can become visible only after a certain time delay.

In the user manual that is standardly included with our products, we explicitly point out how fittings are to be cleaned in order to avoid damage. Your installer is obliged to hand over this manual to you after installing the products. Damage caused subsequently by incorrect and improper cleaning and care is therefore not covered by our warranty.

Nevertheless, as a gesture of goodwill and in an effort to turn this regrettable matter into a positive outcome, we have voluntarily compensated our direct customer (the wholesaler from whom your installer purchased the two fittings) for the two damaged fittings. According to information from the wholesaler and your installer, these two new fittings were provided to you free of charge and installed at your place.

We hope you are satisfied with the fittings. Should there be any problems despite all expectations, please contact me - gladly also by email at [E-Mail]social.Media@Hansgrohe.com[/E-Mail]. I will then try to assist you further.

Best regards from Schiltach

Martin Schmidt

Dear Mr. Schmidt,
thank you very much for your information.
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Unfortunately, that did not work out, as I had to pay for the fittings as mentioned in the first message. I will now inquire with my installer and possibly with the wholesaler. The installer only informed me that he was compensated by the field representative in kind, i.e., with parts.

Quality and Quality Standards of Hansgrohe
I too have taken note of the statement regarding my complaint with considerable incomprehension.
In January of this year, I sent Hansgrohe all the requested information regarding my complaint.
I handed over the product AX Starck KB 240x240 (Item No.10929000) to Hansgrohe for inspection.
The key statement in the inspection report reads: "Such damage occurs due to the use of acidic, aggressive agents, such as cleaning agents, descalers, or cement residue removers (when cleaning tiles)…". Upon further statements and denial of the use of incorrect cleaning agents, I was sent the inspection report again along with a cleaning recommendation. In response to my statement, only incoherent pre-formulated text blocks from quality control were returned.
The item sent back to me was still marked with inspection markings made by a black pen.
Last year, we equipped two bathrooms completely with Axor Starck components. I have thoroughly dealt with the proper cleaning of our high-quality fittings.
As has been explained multiple times in writing and by phone, the item has neither come into contact with descaler nor cement residue remover.
Every time I look at our overhead shower, I am deeply surprised by "German quality products."