Brad M.
A PAINFUL CUSTOMER SERVICE EXPERIENCE
I have a Pfister faucet that is going on 20 years old, so I love the lifetime warranty, but… As I learned with Craftsman tools, the lifetime warranty is only good until the company crumbles, and Pfister may be heading that way. I recently called for a warranty replacement part. I pressed 1 for English, but got somebody who was obviously a native Spanish speaker, but could speak some English. It took me three tries to explain that I needed the pull-out sprayer part of the faucet fixture. The nice lady in broken English assured me she understood my request. Since my kitchen faucet was unusable at this point, I asked for and paid for FedEx shipping so we could use our kitchen again sooner. The wrong part appeared on my doorstep two days later. She sent the lever/handle for turning the faucet on and off, not the pull-out sprayer. Furthermore, the part was in a plastic bag with no padding or bubble wrap whatsoever, so it was horribly bent, scratched, and unusable. I threw it away. Grrr. I called them back, talked to another representative with broken English who assured me he understood my request this time. Since the part I need is the most obvious part of my kitchen fixture, I asked if he could make sure is ware packaged correctly to make it to me in good condition. Again, this request took me four tries to get through to him. He told me to wait for a manager to approve the expedited shipping, then after 5 more minutes on hold, the call disconnected. Grrr. I will spare you the rest of the details, but if I have to deal with Pfister's warranty support again, I will bite the bullet and buy a different brand of faucet. Dealing with them has been time-consuming and painful.