I called GWA Group's service department to make a warranty claim (after the first year - parts only) on a failed mixer tap, make Dorf model Cato. After explaining the nature of the failure of the tap assembly, I was told that the ceramic cartridge required replacing and that it would take 3 to 4 working days for this part to arrive at my address in Brisbane, which in effect means that the part would arrive not earlier than 6 to 7 days later with a weekend in between. In view of the significant leak rate of the shower mixing tap, I found this warranty service very disappointing, which I expressed and explained that the leak rate was such that I had to keep the main water supply isolation valve to the whole house closed, short of calling out a plumber to put a temporary mixing tap in the shower supply. I further argued that I was prepared to pick up a replacement cartridge from a local agent and that GWA could send the new cartridge directly to the agent in their stated time frame of 3 to 4 working days. This way, I would have been able to restore my system to a leak free operational condition in an acceptable time period. I was told that this was not possible and not a GWA policy. I was advised to email the original invoice to GWA for assessment and that a replacement cartridge would be send out when approved.
Needles to say that I am not impressed by the warranty service received from GWA considering the list price of $313 I paid for this tap in 2010 as part of a larger order of items for a full bathroom renovation. In particular, I find it disturbing that a ceramic cartridge was already replaced under first year warranty (parts and labour) in this same mixing tap in August after only some 8 months in service. The tap is used as a shower mixing tap, which on average is operated twice every day for a few minutes each. This replacement cartridge only lasted 15 months and this morning failed catastrophically. This tells me a lot about the very disappointing quality of Dorf tapware and its components and judging from GWA's response, prompt customer service is also far from satisfactory. The service representative persisted with GWA’s policy line without offering to send the replacement cartridge by express mail, which would have guaranteed at least delivery the next day to my address.
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