Moen

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Warranty is great, IF you can get hold of anyone at the company
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NORTH OLMSTED, OHIO -- This complaint is actually about customer service AND their "lifetime" warranty. I will NEVER buy another Moen product again. I originally bought my kitchen faucet because of the Moen name and the "lifetime" warranty. Boy what a mistake. 2 1/2 yrs ago we remodeled our kitchen and bought a Moen model 87770 series kitchen sink faucet in brushed stainless. About a 6 weeks ago the part that holds the sprayer in place broke. I called Moen at their 800 number and got only a recording, wait time was over 1 1/2 HOURS..so I left a message for someone to call me. About 1 1/2 hours later they returned my call and told me they would send out the part. While waiting I actually went into the hospital, had kidney surgery and returned home and STILL no part, so I called again. AGAIN I got this recording and left my number for a call back. This time it took about 3.5 hours for them to call back. I told them the part still had not come and they said it had been on back order and would arrive soon. It came a few days later BUT it was the wrong part, a part number totally different than the part number I gave them. I called again went through the same procedure, leaving my number etc..never a human being here...they called back in about 3 hours again and the gentleman on the phone said he would send out the part needed. I told them since THEY sent out the incorrect part, Moen should send it via express mail. He then told me that would cost me $15 ..I told him that was crazy since THEY were respondsible..and sent the incorrect piece in the first place. He told me he would take care of it and to expect it by Weds at the latest. A week later, on FRIDAY the part still had not come I called again. This time the recording is changed but has the same "due to unusual call volume etc, etc)(must be lots of complaints) and it tells you to now leave a call time and your number but each time I put in a call time, it would tell me "the time you entered is within your wait period (HUH?) please try again" on the 3rd try it says "you have exceeded your limit, good bye!" and hangs up...what in the world is this??? This is NOT customer service..it is a run around...I was furious by now so I wrote an email stating I would go on line and write a complaint for all to see at My3Cents and would NEVER buy a Moen product again. The next day a lady called me to try to pacify me. She really did nothing as the part came that day and although I told her about the recording it still hasn't been changed since I had to AGAIN call Moen today because another PLASTIC part broke. My son went to turn on the kitchen sink and viola (!) the quick link hose (plastic parts) broke and flooded my kitchen (laminate floors)before we could get the water turned off. By this time I was ready to just pay for the part..so my husband went to 7 stores plus plumbing supply stores to find the piece and no one carries MOEN parts!!! They must be ordered. So back to calling Moen and got the same garbage on the phone. I emailed them..but the fact is that their parts are cheap plastic, they easily break, you can't just run to the hardware store to fix them and you can't get hold of anyone when you need them and it doesn't appear that they care. After having very major surgery I do not need Moen to make me feel worse I have no water in the kitchen, water flooded my kitchen laminate flooring, obviously won't get my part for possibly weeks and I am just so upset I could cry.

ALSO, when they sent the first part I complained although it was the incorrect part, it was also different in design. I was told that the parts have changed. I think if a company has a "lifetime" warranty they should be forced to keep the original pieces in stock for 20 yrs. I am afraid that when I finally get these 2 new pieces they will have again changed the design and they will not fit. In that case, I believe Moen should totally replace the faucet. After all this faucet cost me more than $200 and I believe it should last more than 2 1/2 years
     
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sharpasice on 2009-08-08:
I am not sure exactly how to update a post on this site but today I received and email from Moen, first thanking me for my support (HA-HA) then telling me my parts would be received by Tues 8/11. Will let you know what happens.
PepperElf on 2009-08-08:
cool
sharpasice on 2009-08-11:
Just this morning a young lady from Moen called me to give me her direct number just in case I had any problem with receiving the parts that were to be delivered today. I took the tracking number and her information and am so glad I did. The parts arrived, one piece was the correct item the other was ???? I haven't the slightest idea what it was. It was supposed to be a quick release hose. The pkg contained a large bolt and a plastic piece with a washer!!! Anyway, I called the young lady back, really appreciating her direct line. Told her the problem and she offered to send me a new faucet. Hopefully the new faucet will be here by the end of the week as I still have no water in my kitchen. I really do appreciate the new faucet, however will hold judgment of Moen till I receive the it and let my3cents know what happens.
sharpasice on 2009-08-14:
received the new faucet on Wednesday. It appears to be working well, however it still has those "quick release" hoses. Not sure how long those will last but for now I am happy. Thank you Moen.
vkwatkins1 on 2011-11-21:
We have a Moen in our kitchen and it has been crap since day 1. I'lll never buy another one.
imp3400 on 2013-03-19:
I emailed Moen about a cracked shower head,and that I couldn't find the receipt but remember seeing a lifetime warranty. I took picture of the cracked shower head. I received reply in 2 days saying it had been shipped I received it within 2 days with no charge. So try emailing them next time and if possible take pictures.
Kathy on 2013-09-27:
Replacement for 5 yr old kitchen faucet came yesterday in mail with no interaction since sending my reguest by mail. New faucet's hookups are completely different then the 5 yr old model so we are stuck getting a plumber to adapt our water supply lines and install!!!

Moen stinks
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Despite Their Lifetime Warranty, Moen Faucets Break And Are Hard To Repair
Posted by on
Moen faucets come with a lifetime warranty, but they still break and are tedious to repair. Our kitchen faucet broke after five years of moderate use. I called Moen, explained the problem, and the next day two packages arrived each containing three bags of parts along with six sets of instructions. The instructions did not account for all the steps needed to disassemble the faucet and install the new parts. So I had to call Moen three times and each time I had to wait for about an hour to get help. The Moen representative was courteous and laughed when I told him that installing the “cartridge retainer clip” was like brain surgery. He noted that many plumbers also have problems.

After five hours, I completed the job only to find that the hot and cold ports of the lever-controlled valve were reversed. Although a “Moen-certified” plumber could have finished in less time, his bill would have probably been more than what I paid for the faucet.

My lesson: don’t let a product’s “lifetime warranty” persuade you to buy it.
     
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Sligoman on 2009-11-21:
Here is MOEN's Warranty Site: http://www.moen.com/consumer-support/warranty

As you can see it is very limited and the Lifetime Warranty is not with all products. We had a new house in 1996 full of all Moen products that our builder recommended. All things MOEN have broken within the first 5 years. Kitchen faucet replaced under warranty. Two bathroom sink faucets have now been replaced by other brands (High priced Koehler and lower priced Pfister and they work great) The kids bathroom sink faucet has been replaced with an "under warranty" MOEN as has the now defunct Model 3827 Handheld Shower in their bath. Now in 2009 the Master Bath Model 3827 shower head is showing black rubber stains (not mold) on the shower face (the hose had been replaced about 5 years ago)and I have to try to call MOEN again for a replacement, even though they now have only a 5yr warranty on the shower heads. MOEN, Nevermore
Kenneth Wade Wilson on 2013-02-15:
Moen faucets are promoted by Lowes as better than any other. Like in-line whole house water filters that break off the pipe in the hole from repeated filter changes, Lowes faucets are also a scam. Moen's big crime is making available some but not all critically important repair parts. The "dome" on the torrance kitchen faucet, for example, if you order a replacement part, will come to you incomplete and absolutely uninstallable as a result! That's like selling you a faucet with missing parts or requiring plumber improvisation to install. That, in fact, is what happened when I got my Torrance installed. The plumbler had to redesign my pipes and built a special mixer box under the sink simply because the new Moen was queerly constructed outside of standard design in most other faucets. Companies like that should be treated as organized crime and shut down, like the politicians who protect them...
skip new mexico on 2014-04-17:
If you think the kitchen faucets are hard, try replacing a shower faucet cartridge. I have had to replace both faucets, one twice, the cartridges do not line up properly, and are prone to leaks for a period of time if a grain of soil or something gets into them.
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