Do you own a tub, shower or bathroom sink faucet manufactured by Delta? Delta is one of the leading brands of faucet manufacturers in America. In the world of water delivery systems, Delta Faucets is the Delta Airlines of the bathroom fixture industry. Delta is actually just one of the many individual brands that are part of the Masco conglomerate, but if you own one of their faucets and you go into your bathroom to have a look at it, it won’t be the name Masco that is prominently displayed.
One of the reasons that Delta faucets can be found inside the homes of millions of Americans is that it was and has remained a leading innovator in business of faucet design. In fact, the very name of the company derives from the game-changing development by Alex Manoogian in 1954 of the washerless ball valve faucet. Manoogian chose to call his new faucet design Delta as a result of its signature shape of his groundbreaking faucet’s internal cam which closely resembled the figure used for the fourth letter of the Greek alphabet.
Another reason for Delta Faucet’s continued success may have to do with the promise of a lifetime guarantee on its standard faucets. After all, how many brand name products manufactured by a company with Delta’s history and pedigree offer a genuine lifetime warranty that comes with an absolutely free replacement (the customer doesn’t even have to foot the bill for shipping) without there being all manner of ifs and buts. The plain fact of the matter is that if you own a Delta faucet, you can get a replacement without even having to offer proof of purchase.
Of course, the lifetime guarantee for Delta faucets probably isn’t the primary or even secondary reason behind most purchases. Another truth is that though Delta does indeed meet every qualification you could want from the offer of a lifetime guarantee, they do not exactly go out of their way to make it as well known as they might. If you have happened to have initially bought a Delta faucet based on the lifetime warranty guarantee being clearly displayed on the packaging, by the time you actually need to call them on it, you have almost certainly tossed that packaging and forgotten all about getting your replacement faucet from Delta free of charge.
And even if you are one of those overly compulsive types who stores and files away all warranty information as a natural part of the consumer process, the Delta warranty guarantee is not as simple as going online and filling out a form. Not that it is a particularly difficult process, either. You cannot fill out a form to take advantage of Delta Faucet’s lifetime warranty guarantee; you must instead make an old-fashioned phone call. But first you have to get to that information.
Well, actually, first you have to even know that you do have another option to going to Lowe’s or Home Depot and spending anywhere from a few dollars for replacement parts to a few hundred dollars for a replacement faucet. Even if you were the person who originally bought the now defective Delta fixture in your bathroom, you most likely are not even aware that you have this option to save some serious money. If the Delta faucet was already in place when you moved into the house, you almost certainly are not going to be aware of this genuinely exciting opportunity to save some money.
But let’s say that your experience is like mine. While scanning the world wide web for how-to instructions on repairing a leaky Delta faucet, you just happen to do something that you almost never do: read the comments left on a how-to video. And it is only through such provenance that you happen to come across the extraordinary information that you can get a replacement for your defective faucet straight from Delta and avoid not only the pain of the cost of a replacement faucet cartridge, but the pain of having to shop at Lowe’s or Home Depot. In fact, the comment left by what appears to be just another helpful consumer not only reveals this information to you, but includes a link to the very web page you need to to go to find out about the Delta warranty program .
All that is required at this point is scrolling down to the bottom of that page and finding the instruction to go back up the page and call the company’s customer service page. So you make the call and are once again amazed that you don’t have to waste half the day waiting on hold. Not only that, but the Delta lifetime warranty guarantee puts you in almost immediate contact with an actual human being rather than a computer. So the human being listens to you describe your situation and asks for pertinent information like where the faucet is located, if you know the model series and, if applicable, if you know the actual parts number that you require. So you give him that information and then you give him your shipping address and you wait for a week to ten days.
In my particular case, the wait was just a week. After a week of increasingly more water leaking from the faucet, it was time to give hands-on plumbing repair a try. The scissors were grabbed and the packaging was opened and the main water valve was shut off and the defective faucet was removed.
And then we discovered that Delta Faucet had shipped us the wrong part. Oh, sure, the part was a cartridge that fits into the particular series number of the faucet we had. But it was a completely different size that were manufactured to fit completely different valves. In other words, it would never fit. And as a result, an entire week’s worth of water leaked out of the existing defective faucet that didn’t need to. I could have saved the money wasted by that week of heavy leaking, not to mention the aggravation caused by having to listen to it, by going down to the store and spending about $40 including taxes. Instead, another big company with a great reputation revealed that they do not put as much effort into their doing their job right as I do. It has become a constant refrain.
So, rather than wait another week to see if Delta could do their job adequately the second time around, we went and bought the replacement part. And the repair went smoothly and surprisingly fast. Irritated that Delta’s lifetime supply guarantee program seems as bright and shiny on the outside as one their products while being every bit as greasy and grimy as the most defective of their products could get on the inside, I started wondering to myself: was this just an isolated incident? Or was it, like the earlier exhibition of an utter lack of professionalism on the part of the McDonald’s down the road that I experienced that very same day, part of a larger systemic problem of incompetence among the mighty capitalist titans of our age?
It didn’t take long to find out. Research on the internet revealed a number of complaints by customers trying to take advantage of Delta’s truly impressive lifetime guarantee of their products. That advantage quickly transformed into the nightmarish disadvantage of waiting around for a part to arrive that won’t fit. I then turned my research closer to home and sent word out that I was interested in hearing about anyone’s experience with the Delta lifetime warranty guarantee process. Not surprisingly, even most people who owned Delta fixtures were not even aware of the warranty. In fact, I have thus far only received personal feedback on experiences with Delta’s replacement process from two people.
And both received the wrong part.
Ultimately, the point here is that Delta Faucets offers one of the most truthfully honest lifetime warranty guarantees in America. Unfortunately, the mechanics of making that guarantee work as well as the promise it extends is in quite bad shape.