Exploding Crystal Tech Shower Glass

On the 19/11/2018 my wife and I walked into CTM to purchase a shower unit and since we did not have any knowledge about showers, I asked for assistance and was met by a staff member named Patrick, little did we know that this would turn out to be the worst experience of our life.

Patrick walked around with us and eventually showed us the Crystal tech corner entry shower which seemed like what we were looking for however, the doors seemed weak when closing but Patrick closed the doors and banged them really hard to reassure us that it was good quality.

It all went well up until the installation of the shower. Our registered plumber called me up to say that one of the glass doors had exploded into millions of pieces while installing. I called Patrick at CTM and was then told that it was the installers fault and the doors will never explode unless installed incorrectly. After a lot of debating I ended up purchasing and installing another glass door from CTM. To my surprise, 2 weeks later while having a shower the second glass door exploded silting my fingers and scaring my arms and feet.

I called Patrick again and was then told we should of went with a CTM installer to avoid such issues. I did advise him that our plumber is a well known registered plumber and then asked Patrick why he never previously mentioned anything about a CTM installer when we were in store. The response I got from him was that we never asked and he would need to send a CTM plumber to check if installation was done correctly. At this point I was really upset and when I requested for urgent assistance, I was told by Patrick that I need to wait for the plumber to call and that "the world won't stop for me just because my shower door exploded".

I ended up waiting until the next week for assistance. A plumber from CTM then visited the following Tuesday and stated that installation seemed fine and that he would submit a report to CTM and try and assist with the replacement. Three weeks later and still no response. I called CTM once again and Spoke to Sanele who listened to my query all over again and then stated that the reason they do not advise customers about a CTM installers is because local plumbers are complaining about them taking away their jobs and that only if an in store customer asks then they will advise to use a CTM installer. This is not the correct and acceptable process to follow since you will lose your warranty if a CTM installer is not used. Furthermore, I was also told that it is not 100% guaranteed that the doors will not explode even if CTM installs.

It is now the 06/01/2019 and still no response. If i knew all this info before purchasing I would of ran straight out. The staff are extremely rude and have no customer service experience. I have never experienced such bad service and such a lethal product, these doors literally explode into millions of tiny pieces surrounding you with glass and nowhere to go. It is such a horrific experience to even even think about stepping into that shower again especially since we have a 7 year old child also using the same unit.

The most disappointing of all is that as a first time buyer we should of been giving the best advise and direction to ensure we have no issues rather than have an issue call in and then be told they do not accept responsibility since we did not use the CTM installer that was NEVER mentioned to us. With research I have found out that this is not the first time this has happened and taking previous complaints and events into consideration CTM needs to advise its customers about the warranty of the glass and losses if an outsourced company is used during installations.