Good people to work with. I am a plumbing contractor with 32 years experience in the business. I bought faucets and flush valves from this outfit, perhaps 8-12 times in the past. Never disappointed. Impressed with the product quality, customer support, and quick delivery. Had a faucet go down a few years ago, the owner brought a replacement faucet to my shop that same day on his way home. Where do you find this kind of service in today's world. My latest order was for several decorative electronic faucets (FA400-109) in Oil Rubbed Bronze, the order was at my door steps 2 days after I placed my order. For comparison purposes, I was quoted 30 days by one manufacturer, 60 days by another, neither was a decorative faucet. MAC Faucets: 2 days to my door steps…. now that's impressive.
Answer to Teerk.
There's not a reason to be ware of MAC Faucets. After 12 years of manufacturing some of the most unique electronic faucets, and serving thousands of discerning clients, we netted 1 dissatisfied client.
After reading through Teerk's comments, specially regarding our employees, I felt the need for an answer. I too write review about business establishments, although infrequently. When doing so I feel the responsibility to present my case in a fair and equitable manner. I understand that my reviews mostly impact potential customers of the establishment, more so than it impacts the establishment that I am writing about. By being fair I am helping potential patrons make better choices, and I am also helping the establishment provide better service to their patrons. The problem with Teerk's review is that it is neither fair nor equitable, as it does not include key facts.
To start, the individual described as "among the worst" also "uninformed and rude" is Ron, a 70 year old employee of MAC Faucets, llc, who is also a 40 year veteran of the faucet industry. He's a fatherly figure who raised 3 children of his own and treats everyone whether a vendor, a fellow employee, or a customer just like family. He's deeply concerned about the quality of the product that he sells and the level of satisfaction that his customers experience. I sometimes wonder if he's still doing this for the paycheck or for the need to be a contributing member of society. I'll let you be the judge of that.
Teerks claimed that the company does not honor it's warranty. This is simply not true. In fact, depending on the situation, the warranty is honored months or years after it has expired. We offer free of charge refurbish service to all clients who purchased our products regardless of the age of the product. You have a 12 year old Mac Faucets product and you think it need some sprucing up? Send it it in. The labor is totally free. We offer free parts replacement service with the purchase of a replacement part, any part, no matter what replacement part purchased or how old the product is.
Not covered under warranty are products that have been vandalized or otherwise physically damaged or destroyed while in the customer's possession. Specially when the product has been in service for so long. This is standard warranty procedure regardless of the product or the manufacturer. Although at times, this is also waived. In this case there were not one but two parts that were physically damaged and required replacement, still we offered Teerk free repair service, simply pay for the parts that were physically broken. That's all that took place in a nutshell.
It is not fair to say that MAC Faucets has “the worst customer service”, 30% of our customers are repeat customers. 12 years and thousands of customers later, we have one bad review, you do not accomplish this by providing less than excellent customer service.
It is not fair to say that Ron is “rude”, he's not. I wish everyone I know is as caring and understanding as Ron is.
It is not fair to say he's “uninformed”, after 40 years in the same industry, he must of acquired enough knowledge to be of help.
It is not fair to say we do not honor our warranty, how many companies are out there willing to provide free labor to service their products years after the warranty is long expired.
Note: I could not write a review without providing a star rating. This is built into the system. As a 50 year old person who's a part time business owner but a full time consumer, I wish that I am always treated by the businesses I patronize as Mac Faucets employees treat their customer. For that I give not my company MAC Faucets, but my employees, the pillars on which this and all other companies are built, a 5 star rating.
beware of MacFaucets. Beware of this company which advertises itself extensively on the internet as being the premier manufacturer of automatic faucets. Their customer service reps are among the worst -- uninformed and rude. The company does not honor its warranty. I cannot speak for the whole product line but I spent $500 for a toilet flush mechanism which never worked well and has cost me dearly as I have had three plumbers trying to make it work. Now MacFlush's employees, who are very rude, are trying to charge me 200 dollars more to send parts which should be covered by warranty. Truly this is the worst customer service i have ever received and I am a major rennovater of homes.
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