We bought bath and basin taps from Victorian Plumbing that had a 10-year guarantee. Both started to drip, and our plumber says the taps are fused inside, perhaps with limescale – meaning the whole tap needs to be replaced. Each time I write to Victorian Plumbing, it says it has sent replacement cartridges [the inside section of the tap]. Each time I tell it the whole tap must be replaced.
KE, by email
In the same week this arrived, another reader wrote to say Victorian Plumbing had not honoured the 10-year guarantee on her shower. It told her the cartridges only came with a one-year warranty. The company says it was working hard to put this right for both readers, and it would send out replacement items but adds: “Parts subject to normal wear and tear, like replaceable cartridges, aren’t part of the 10-year guarantee. Similarly, products that have suffered limescale damage aren’t covered, as the fault is from an external source and isn’t a product issue.” It says it is now looking at how its guarantee information can make clearer what is, and isn’t, covered.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to terms and conditions