Worst after Sales Service

My wife and I bought approximately R17K worth of bathroom tiles and bathroom accessories from Tile Africa in Paarden Eiland for a bathroom reno. Our contractors came in and did all the work necessary but we found that the diverter mixer tap was not working properly. The unit does not divert the water from the shower head to the lower tap like its supposed to work. This was also a replacement unit after the first unit that was delivered was faulty and had to be exchanged for another one.

After enquiring about the issue, Tile Africa advised it is apparently a very common problem with these diverter taps but this was NOT explained to us at point of sale. According to management 9 out of 10 diverters taps purchased are reported as faulty due to water pressure issues and this is not covered under the warranty. When further questioned about why this was not explained to us at point of sale we were told that "they are not plumbers".

However, they were now able to explain this to us after the fact, knowing we cannot exchange the unit for something else. The irony is that the sales person who is "also not a plumber", made the recommendation of purchasing this diverter mixer tap. My wife wanted to buy a normal tap for the shower but he advised that you cannot use a separate tap and shower unit, you must use the diverter unit. At this point the sales person failed to advise us about this "common problem" or that we can opt for a different option which could avoid this problem.

The store manager said they will have to discuss this with his regional manager on whether they can send a plumber to come and assess but he is of the opinion our water pressure is the problem and if that is the case they cannot do anything. Might i add we were also advised that if the plumber (who we still waiting on) finds that the problem is in fact the water pressure, we must pay his call out fee of R650 and any other costs as well. Really???!!!

The item is under warranty and should either be replaced if its faulty or exchanged for something else that does work in this scenario. I don't feel that we should carry any additional costs. As the client we should have been advised about all the pros and cons about this accessory especially since it was their recommendation and not our choice at all. However, we are now having to carry a loss of about R1400 for this unit that is not working, not to mention the additional costs of having to redo this part of the bathroom and buy and fit another tap.

Management at Tile Africa clearly wants nothing to do with the problem that could have been avoided had they been transparent about the issues with these diverter taps. The after sales service is non-existent. Issues such as this which you are fully aware of should be a mandatory disclosure to all clients at point of sale and you don't need to be a "plumber" to do so.

We have been advised to approach the ombudsman around this matter which we are taking under consideration.

Avoid Tile Africa (Paarden Eiland) at all costs and if you do go there, it would be in your best interest to take your plumber with you so as to avoid being misinformed. They are clearly abdicating from their after sales service and are in no way interested in resolving an issue they created.

Unhappy Customer