BEWARE THIS MANUFACTURER - WESTAG, GERMANY
MANUFACTURER OF KITCHEN WORKTOPS
WESTAG, GERMANY
SUPPLIER OF KITCHEN WORKTOPS
WORKTOP DESIGN/FLOORS & TOPS, SANDBACH CW11 4QD
PROBLEMS WITH POST INSTALLATION SERVICE & WARRANTY
Our initial reaction to the supply of the kitchen worktops was very positive – they were precision cut and beautifully made. However this satisfaction was short-lived.
After a year in situ two of the worktops developed a problem with their surface finish. This is how the Manufacturer & Supplier responded.
Despite photos clearly showing the deterioration to the worktop surfaces (a deterioration acknowledged by the Manufacturer and Supplier) and despite a clear, detailed account of how the worktops had been used and cared for, our multiple requests for an inspection of the worktops in situ were all ignored/declined.
The Manufacturer/Supplier suggested various causes for the worktop deterioration – all of which were utterly absurd: the post installation clean (this took place some 12 months before the problem first occurred!), standing a mug, a kettle, a vase on worktops, cleaning with everyday supermarket kitchen cleaners, living in an area of hard water. (Note: the worktops are promoted as heat resistant to 230 degrees centigrade and durable for the heaviest of traffic and usages!!)
Their final response was to suggest that we had applied something to the worktops that had caused the deterioration and that they would accept no responsibility in the matter unless the worktops were shipped back to Germany for testing in the Westag laboratories (a condition that is not included in their Warranty document). Such a course of action would involve a major dismantling of our newly fitted kitchen. Whilst we appreciate that the manufacturer may well wish to investigate the faulty worktops, it would be reasonable to expect that this should happen after worktop replacement - not before. This would leave us without worktops and an unusable kitchen sink for weeks, perhaps months. Moreover in view of their initial responses to the problem, we are not happy to rely upon the integrity of any such testing.
The Manufacturer & Supplier have remained unwilling to accept that the worktops are faulty, unwilling to inspect the worktops in situ, unwilling to actively pursue any remedial action in situ.
ALSO BEWARE THE TERMS OF THE GETALIT (WESTAG) 10 YEAR WARRANTY – NOT WHAT A CUSTOMER MIGHT REASONABLY EXPECT!
No Warranty document was provided by the Manufacturer/Supplier – we only received one upon our formal request some 18 months after supply.
Faulty worktops are not replaced up to a period of 10 years, as any customer might reasonably expect from a 10 Year Warranty. The Warranty offers only: the reimbursement of purchase costs during first 5 years. For years 6 to 10 the reimbursement of 25% only of purchase costs. And in line with the responses we have received to date, a pre-requisite of any such reimbursement would appear to be the return of the worktops to German laboratories for testing.
ADVICE – WE CANNOT RECOMMEND THIS MANUFACTURER OR THEIR PRODUCTS
Their response to product issues appears to be - deny all, suggest any excuse however ridiculous, and if all else fails blame the customer and make it as difficult as possible to invoke the Warranty.
The real test of a manufacturer is not how they conduct themselves when all is well but how they conduct themselves when there is a product issue. We consider that Westag have failed at all levels in both their Customer Service and their Warranty Obligations!