What was originally a story about how to install a new Pfister faucet, evolved into a story about a company that provided excellent customer service (and I’m a tough grader when it comes to customer service). I’m in love with my new Pfister faucet and impressed with the quality of the product (and it’s got a super cool feature I’ll tell you about later). But I think that how a company handles a problem tells you more about the company than if you never have a problem at all. The way that Pfister dealt with our situation has impressed us hugely and they’ve earned themselves very happy and loyal customers in us.
We moved into our current home about 6 months ago. We’re very happy here and feel like we’re at home in our new house (this is house number 12 for my oldest, house number 10 for my second child and house number 6 for my youngest). We really have few complaints about the house, but when we had the opportunity to try a new Pfister faucet, we knew immediately which faucet we wanted to replace. The one in the kitchen. At first, it seemed fine, nothing fancy, but fine.
Until we pulled the hose out to use the sprayer. The metal sleeve over the hose had been broken by the previous owners. It made it almost impossible to pull the sprayer out far enough to use, so the we duct taped it. The sprayer still was only barely usable. It was one of those things that we learned to put up with, but really didn’t like much. So after 6 months of wrestling with the hose and sprayer, this was the faucet we wanted to replace.
Originally, this was going to be a story about installing the Pfister faucet (you’ll hear about that later), but what we really want to share is about the amazing customer service we received from several different departments in Pfister.
We were able to choose and order the faucet we wanted from the Pfister website. We had a tough time choosing from the many choices of kitchen faucets, but we found a beauty. We placed our order and waited for our faucet to arrive in the mail. It arrived several weeks earlier than expected (arriving early impressed us!).
Long story short, the faucet had a defect. Frustrating, but it happens. We called the customer service hot line and spoke with a very nice lady over Christmas weekend. Because we had received the faucet to review and had not purchased it, she was not able to help us, although she sincerely tried and was very pleasant the entire time. She really didn’t want to give up trying to help, but we convinced her that because of our unique situation we should contact the company representative that we’d been working with.
To make more of a long story short, we interacted with 2 other departments in Pfister and both of them were professional and responsive. Each of the representatives kept checking back with us to make sure that we were kept up-to-date on what was being done to send us a replacement faucet. They were unable to locate one in the US, but were able to find our faucet in Canada and immediately shipped it to us. Throughout the entire process, the shipping representative left messages with updated information so we were never left wondering what was going on. And let me tell you that they had a replacement faucet located and shipped to me from another country in less than 2 weeks (oh, and over the holidays)!
We are extremely impressed with quality of our Pfister faucet, but as much as that we’re so impressed with the quality customer service we received by every person we interacted with from Pfister. I think that a commitment to that level of customer service by Pfister indicates that they stand by their products and that gives us confidence in the quality of the company and of our Pfister faucet.
Update – The faucet broke after two years. Pfister promptly sent us a new faucet (a different design – the Alea). The second faucet then broke after less than two years. Pfister promptly sent us a replacement part. I continue to be happy with their customer service, but expect the products to last longer than two years. We’re not rough on them.
But now let me tell you about the actual faucet! We chose the Pfister Elevate faucet. My husband was able to install the new faucet (with a little help from my youngest) in less than an hour. It was pretty easy to do (other than being upside down and backwards in a cabinet under the sink, but that’s just how it has to be done). The installation video on the Pfister website had step-by-step instructions that were easy to follow.
The one thing we didn’t know is that we needed to buy hoses to go with the new faucet (on the old faucet, the supply lines were integral to the unit). Be sure to check your new faucet before you begin installation to save yourself an interrupting trip to the home store. It was no big deal, we just didn’t realize it until after we had started.
All 3 connections to the faucets were quick disconnects making them easy to install.
The faucet came with this plastic tool that gives you the ability to tighten the pictured nut in the tight quarters (behind the sink up in the back of the cabinet) where it would be difficult to use a wrench. The installation video mentioned that you need someone to hold the faucet while you’re tightening the nut (we can confirm that this is necessary).
Look at how beautiful our Pfister Elevate faucet is! Look how tall the faucet is. Now look at how tall the faucet is in comparison to the blue bottle. Because……
… our new Pfister Elevate faucet can elevate! We can extend the neck of the faucet to make it taller. It’s truly a beautiful thing to be able to easily fit our tallest pot under the faucet with ease.
Let me show you what the Elevate faucet can do.
1. That’s the button you press to raise or lower the neck of the faucet.
2. That’s the button you use to change the water to spray or stream.
3. See how easily you can rotate the sprayer? In the past we had to contort our arm and wrist to spray all the corners of the sink. With this sprayer it easily rotates in 360 degrees. (And see the hose? No pesky metal sleeve to break in the future.)
I wish you could see the faucet in person because it’s really even much lovelier in real life. We’re very happy with the construction and operation of the faucet. But I have to say again, that as much as we’re impressed with the quality of the faucet, we’re just as impressed with the customer service we received in an unusual situation and over the holidays. Every single person we interacted with at Pfister truly provided top-notch customer service. Pfister has earned two happy and loyal customers in us.
Are you as happy with your kitchen faucet as we are?