26 March 2009

I love me some Kohler

I read a blog called The Consumerist every day. The Consumerist doles out great helpings of consumer advocacy and financial advice and it's delivered with a smart alecky sense of humor that I find irresistible. Usually, their consumer advocacy takes a decidedly negative spin and a lot of their content comes from Consumerist readers who detail their customer service nightmares. Had a lousy experience with an airline? Tell it to The Consumerist.

For all of the horror stories Consumerist runs, every once in a while a reader will tip them off to a really great customer service experience. This happened the other day when a guy wrote in to report his positive dealings with Kohler.

I specify Kohler fixtures for a reason and this guys' experience proves my point and further cements my loyalty. Check this out:
Enough negative news gets tossed at your site (which I love, btw) that I thought that everyone would appreciate a little positive story.

I have a leaky faucet in my kitchen. It's been leaking for a year and I have, for a year, planned on fixing it. Well, I am home on paternity leave and it had become that much more annoying being home 24 hours a day!

I, as most red blooded Americans would do, headed to Lowe's to find the replacement part. No such luck (mostly because I had no idea what I was looking for). Don't get me wrong, I've replaced leaking faucets before, but the bathroom style 2-handled sinks are a different bag.

Next, I did some research online, trying to find a DIY guide for this particular faucet. What I stumbled upon was a number and a mention that Kohler has a lifetime warranty . . . . interesting.

So I called Kohler and got a pleasant support lady named Ashley (I think). She was absurdly patient. I mean, so patient she let me go down to my basement and try to find the paperwork that came with this faucet a decade ago so we could verify the model number. Once we had done that, she actually walked me through taking apart the faucet over the phone so we could figure out what was wrong. Once we had done that she VOLUNTEERED shipping me the replacement part, free of charge. I didn't ask. She offered. She never once was accusatory or hesitant in providing the service and by the end of our conversation, which had to have been at least 30 minutes, I had a new thing-a-ma-bob on my way to my house to stop the leak. (which I will know how to install since I've already gone through the process!)

Bravo Kohler. I do believe I will buy your faucets in the future.
This guy's experience echos every experience I've had with Kohler. Kohler makes great fixtures and all of them carry a lifetime warranty. Odds are, you won't have a problem with a Kohler fixture. But it's good to know that they'll stand behind their products should the need arise.


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