My issue with the Moen company (kitchen & bathroom taps, etc)

J

JBR

Senior Member
Location
Southern Canada mtn. valley, tad west of Rockies
I'm a home owner and DIY guy. We have what I consider a well-designed kitchen-sink faucet set. It has a nozzle that gives the option for a regular flow of water or, with the press of a comfortable trigger you get a strong shower-like spray, useful at times for washing dishes, strainers, etc. Moen products are always among the top three brands sales-wise in North America.

The hitch is getting a replacement for any brand/model-specific part. After about 20 years, the nozzle I just described started to leak out its side. The local building supply stores all sell Moen. When the issue developed, I enquired with these retail stores, and when they could do nothing (because the issue occurred long after warranty expiration), they couldn't offer any solution other than buy a new faucet set.

So I then contacted the nearest plumbing components vender that supplies professional plumbers. I've appreciated them in the past, as they will sell to me even though I'm not a plumber by trade. Their response, "We don't stock parts for the various Moen sets." Okay, well, I guess I should contact the Moen company, try to get one directly from them? "Good luck!" the friendly front person answered, with a mild chuckle and a sarcastic tone. The sarcasm wasn't aimed at me, but was clearly a comment on Moen's responsiveness.

So I took a photo, well-cropped to identify the part, sussed out the faucet-set model number, and included these in an email inquiry to Moen's customer-service department. That was about a year ago, and no response yet.
 

JBR said:
So I took a photo, well-cropped to identify the part, sussed out the faucet-set model number, and included these in an email inquiry to Moen's customer-service department. That was about a year ago, and no response yet.
Click to expand...
Do you still have that picture? Can you post it so others can see what you are posting about?
 
Very strange that you are having issues with Moen.
I too am a home owner and DIY'er, all my taps. Shower heads are all Moen and I have never had an issue getting replacement parts.
Life time warranty for the original owner, last shower component I got was for one that was at least 15 to 20 years old. I could not find the serial number, sent them a picture and in 4 days the part was at my door.
 
Hmm... @QuietByNature, we have a sizable box of info sheets and manuals, with receipts stapled on, for many machines, tools, and other items we've acquired. There's nothing in there pertaining to the faucet set. Not sure why, but possibly we subconsciously thought 'what can go wrong with such a simple set-up?" I suppose I should view myself as the weak link.

But our professional plumbing-supply seller said a sentence or two more, and I didn't quote this in post #1 because I could only have paraphrased that. For me, a telling aspect of the interchange was that the individual felt frustration about service from the Moen company, when it came to replacement parts.

When I sent my email to Moen I did tell them that DW & I are the original owners. But I didn't expect a free part on a warranty — I said I'd pay for the part. 🤔Given that I spelled out my story to them, would it not be fair to expect some reply to my email (even if only about some policy for a refusal)?
 
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