The owners over at The Concord project and I had been focusing on the kitchen over the last week or so. I 
tasked them with finding the closing papers from the construction of their home in order to see what we could find in lieu of a proof of purchase for the kitchen faucet. It's been seven years since the home was built and the finish on the base of the faucet was chipping off over the years. The husband had looked up the information online, and had decided that their faucet fell under the 5year warranty since they bought it through their builder.
If there's one thing I have learned in the years of customer service that I have acquired, it's "You never know until you ask." The worst they can say is "no", Right?
So I picked up the phone and called 1-800-345-DELTA and a human being picked up after I pressed "1" for consumer services. I explained who I was, what the situation was with the faucet, and did the 5yr warranty or lifetime warranty apply to their situation. We chit-chatted while she looked up the part#, and she was all questions about Home Staging... "I've never had a Home Stager call in before."
Her news was bad: the part in question is no longer available. It seems this model was on close out when they purchased the home and has not been available for awhile now. Not to be threatened by bad news, I asked, "You never answered my original question regarding 5 years or Lifetime warranty?" She replied, "Can you hold on a minute?" Of course - I"ve come this far, right?
She's gone may be 30 seconds. Then, "My manager agrees that as a professional service provider, we will honor the
lifetime warranty with out proof of purchase in hopes that you recommend our products to your clients when you have the opportunity. As the replacement part is no longer available, we will send out a brand new replacement faucet, free of charge. It should arrive in 7-10 days. Does that work?"
"You Betcha!" (Retail price - $306!)
Kudos to Delta Faucet for timely, polite service that went above and beyond!
Another coup Michael! Excellent.
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