Kohler Service EXCELLENT

The contrast with TracFone was never so sharp as when I called Kohler for a problem with our kitchen faucet. The button needed to switch between regular and spray broke a few days ago. I really didn’t want to call, because the faucet is two years old, and their warranty runs for one year. I was convinced it was going to cost me a considerable amount to replace the hand sprayer.

But…

1) They answered right away.
2) They were able to identify the exact faucet.
3) They are sending the replacement button immediately.
4) They are sending a brand new spray handle once it is available; on backorder.

Essentially, they made a corporate decision to take care of this problem and DELIGHT their customers who had already experienced a problem with this unit by taking good care of them. That is the way to earn loyalty. If they had chosen short term profits, they would have charged me (or tried to), and our opinion of Kohler quality would have suffered. Now we’d look at Kohler first. That is what a brand is supposed to mean.