Why won’t a shower firm honour its lifetime guarantee? | Money

  09 Nov 2018

I brought a Daryl shower manufactured by Kohler with a lifetime guarantee in 2007. When the runners on the doors broke recently, I called Kohler about replacements, only to be told my guarantee is no longer valid as Kohler has taken over Daryl. I don’t understand as the lifetime guarantee should be honoured whether or not the company has been taken over. GS, Carshalton

Your tale is worryingly familiar. Twelve months ago CF of Ipswich, who had also bought a Daryl shower in 2007, was told that the guarantee was invalid for the same reason.

But Kohler took over Daryl more than two years before these two guarantees were issued and the documents are headed Kohler Daryl.

When CF pointed this out the company merely reiterated in writing that the guarantee was invalid.

It altered its position after intervention from the Observer and explained that what it had meant to convey was that CF’s shower was now obsolete and would need replacing free of charge.

It apologised for being “unclear” and tells me that it actually meant was that normal wear and tear is not covered by the warranty and that your runners are therefore exempt.

“The customer service representative was incorrect in their response about not honouring a Kohler Daryl guarantee. However, while this initial response was wrong, we went on to act entirely in line with the guarantee the customer was issued,” says Jim Milton at Kohler UK.

“As always, we will be making sure that team members understand our obligations to our customers with all of our guarantees.”

It would be interesting to know how many other customers have been rebuffed with the same excuse.

If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.

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