Franke Reviews 9

I purchased a FRANKE FILTERFLOW KUBUS 3 way kitchen sink top tap around 6 years ago. The first drips started around 4 years after purchase together with a leak around the top of the swivel pipe that protrudes out of the tap body. I purchased a set of ceramic replacement valves and a new seal for the swivel pipe. To replace each of the valves I had to drill out and use left handed taps to remove them. Not a job for the faint hearted at your kitchen sink. One year later the cold tap started leaking again which I replaced. Now 1 year on the hot tap started leaking again. As you can imagine I’m not impressed with the product quality of the valves. I can now also say that the chrome coating on the swivel pipe is also starting to bubble up with corrosion coming through. I bought this expensive product believing it would last especially when you consider how much the replacements cost. I would definitely buy cheaper next time with a view of replacing more often.

I have a Franke Instante 4-in1 Boiling Water system which I purchased 2 years ago. Recently there has been a constant drip from the overflow into the overflow vent. Yesterday I got a professional plumber to look at this. There is a section on page 11 of the manual which suggests that this fault is probably caused by the pressure being too high. In line with the suggestion in the manual, the plumber fitted a pressure reducing valve - for which, obviously, I had to pay for the part and his labour. He warned me before fitting it that the fault might, however, be with the tank itself which meant that the new valve possibly would not work in which case I needed to contact Franke as the system was still under warranty. It did not work and is still dripping. Franke outsource these enquiries to an outfit called GLR Direct and I called them this morning. I was taken aback by the hostility of the response. The fault, I was told, was obviously due to something that had happened when the boiler was installed - I.e. the water pressure parameters had not been adhered to. I pointed out that there was no evidence of this and it was quite unfair to make this assumption as there simply might be a fault with the boiler unit. No, I was told, this was not the case - and did I have the pressure readings for when the boiler was installed two years ago! Since it was 2 years ago and I did not fit it I found this line of enquiry unreasonable. Also, I am not a plumber (a 71-year-old retired publisher as it happens) and I have no way of establishing what the water pressure might have been or is now. The plumber who came yesterday looked at the guidelines in the manual and assured me he had ensured it was set at the level advised. I was actually spoken to by the GLR representative rather like a schoolgirl being told off by a stern headmistress. I was told that I was shouting (which I certainly was not but, as I pointed out, was on speakerphone) and it was basically inferred that I was lying and the pressure was too high when it was installed which had damaged the boiler unit. As the unit. was installed by a professional plumber who consulted the manual while doing so I find this unlikely. At the outset she asked what level the pressure had been set at by the plumber who came yesterday and I said I couldn’t really remember - which I could not as, frankly, I wanted it fixed not to know the detail of relevant water pressure. She got me very flustered, and accused me of contradicting myself. Eventually I pointed out that further discussion appeared to be useless as she was clearly determined not to honour the warranty and asked where I should address a complaint. I did say that I thought her response had been very unhelpful and she called me (I quote directly here) a “horrible person”. I am pretty astounded by this interaction. In all my years I have never had quite such a combative, unpleasant and unhelpful response from a customer service representative. I felt less like a customer and more like someone being cross-examined in court. Clearly, the warranty will not be honoured and, after 2 years, the boiler is damaged and needs replacement. I think this whole incident reflects very badly on Franke and would go out of my way to dissuade anyone from purchasing such a product from them as, clearly, the warranty by no means provides the protection promised.

I spoke to Franke yesterday regarding a leaking tap, they told me I was covered by a 5yr warranty, all I needed to do was to send proof of purchase which I promptly did.
Less than 24hrs later I received an email to say they were dispatching a replacement.
I believe this deserves it's 5 star rating and I would be more than happy buy from them in future as the customer service was excellent. Well done.

After having a new kitchen fitted 5 months ago and a new 4-in-1 Franke tap installed. I was having a couple of issues with the tap. The kitchen fitter didn’t want to know after he’d been paid so I contacted FRANKE after sales service.
My FRANKE tap was still under warranty so they sent out an engineer. Dan telephoned me to give me an estimated arrival time. Dan gave the tap & tank a good inspection and explained things to me as he went along. The tap has not been installed correctly by the kitchen fitter and needed a few tweaks. Dan was friendly, professional and had exceptional customer service skills. He thoroughly explained everything to me and now I can enjoy my FRANKE tap to the max with all the knowledge. Dan left my kitchen clean and tidy and I was so happy with his after sales service care. Dan is a real credit to the company. Thank you so much for putting my mind at rest and for giving me the knowledge to use my FRANKE tap correctly 👍🏼😃

It’s coming up to the 8th anniversary of The Great Franke Sink Debacle. These Swiss jokers trade on their supposed superior quality, trumpeting a “50 year guarantee against manufacturing defects”, claiming they have never had a “successful claim”. The clue’s the those last two words – if you are unlucky enough to own a faulty example, they will do their level best to deny any responsibility. Ask me how I know – or read on.
Initially I couldn’t figure out the source of the leak that was destroying the under sink cupboard. Finally, I discovered a whole rash of pinholes in the sink itself - last place I thought to look. Then I discovered the lengths they would go to deny any responsibility.
Finally, after myriad exchanges with their slopey shouldered customer services, quality director and even their engineering director, I had to cut my losses, fill the holes in with epoxy and reinstall it. I've lived with it ever since, as an endless reminder of their outstanding approach to customer service. Being an underslung sink, I couldn’t even replace it with an alternative product.
So far, the epoxy repair has lasted longer than the original did before it evolved into a sieve. So much for Swiss quality and customer service.
These imperfections were almost certainly present in the base material used to make these out of - 304 stainless sheet. Presumably mine was made from the end of a roll.
Avoid these cowboys with their arrogant and underhand behaviour.

A number of years ago we bought a Franke Ascona 1.5 bowl stainless steel sink plus Zurich twin lever tap from B&Q.

We were disappointed to discover that it did not come provided with any sort of reinforcement to prevent the sink top flexing when the swan-neck was swivelled. This was unlike any other sink top we’d purchased in the past, the others having come with a simple steel plate which fitted under the sink top beneath the tap. Yes, it was possible to purchase a brace of sorts from Franke, but surely this should have been supplied as standard seeing as it doesn’t take much to have the sink-top flex when the tap spout is turned. Franke are obviously familiar with this in light of the provision of such a fitting.

Having had the sink for less than a year, we noticed a kind of blemish on the stainless steel sink top near the tap base, the sort of stain that diluted milk might leave if allowed to dry. Nothing had actually been spilt there and as with all our previous sinks, we have always been careful to avoid the use of any harsh cleaners or abrasives. Despite repeated rubbing with a damp cloth and washing up liquid, the blemish remained. ( I even wondered whether repeated flexing of the stainless steel may have had something to do with this mark. )

Then a few months ago as I was pivoting the swan-neck from the half to the full basin, I saw what I first thought was marmalade on the rear right hand quarter. On trying to wipe it off, I discovered that it was in fact the base metal (brass?) of the spout, exposed as a result the chrome finish having come off - in 2 different places.

We had been under the impression that Franke was a superior make of kitchen fittings. It seems that we were wrong about that. As for a tap replacement, we will certainly be looking elsewhere to avoid now paying nearly £170 for what are clearly poorly manufactured products.

Had a Franke 3-in-1 tap which exploded, sending boiling water into the kitchen. There was a bang, followed by a gush of boiling water. Thankfully, I went to investigate rather than my young son. Installed less than three years ago but still Franke's authorised warranty initially wrangled over that and generally had a couldn't-care-less attitude. One month on, and still no word of an engineer. Avoid these guys at all costs. Expensive equipment without the capacity or customer service to back it up. Poor all round.

I have just contacted Franke customer service. I did not buy the tap through them but the service they give me was excellent and they sorted the problem immediately. 10 out of 10

Unfortunately my Franke boil tap tank needed replacing.Excellent service from making first phone call to booking a repair & completion of job. I was given an upfront cost for supply & fit, no hidden extras, Tom, the engineer, called me with a time of arrival on the day.Very pleasant man who respected my property, left everything clean & tidy & I bought my future supply of filters from him. Would highly recommend & I wish all tradesmen were as thorough & polite, he is an asset to the company.