American Made – American Standard (Great Customer Support)

Your American Standard experience was better than mine.

I bought an American Standard (made in Mexico) wall mount sink through Lowes. After hanging it on the wail, I had a 1/4″ gap a round the top between the sink and the wall. As well, the sink was not secure to the wall. The front of the sink could be lifted up and down an 1″ or more. Lowes ordered a second sink. Before I took it out of the store, I set it on the counter and it rocked back and forth like a rocking chair.

American Standard's response was they consider it “close enough” and to fill the void with caulk. I have seen the same sink in public restrooms with gobs of caulk around the top.

As I recall the customer service center was in Ohio and the sink manufactured in Mexico. I can only conclude this is another situation where some company buys a quality American brand name and then uses the reputation to sell cheap knock-offs. Today you can buy new Farmalls, McCormicks and Cub Cadets, but they are not the same. All you are paying for is the name.

American Standard would not respond directly to me about the problem. The complaint had to go through Lowes.  By the way, the Lowes department manager was very helpful in taking action.

Kent

Companies will often make models exclusively for the big box store chains.  In order to be competitively priced, the quality is often inferior to there standard models.

I purchased an American Standard toilet from Home Depot (I don’t know if was a model exclusive to Home Depot). After about a year the toilet kept running.  I went to Home Depot to buy a replacement washer.  Of course Home Depot doesn’t carry any replacement parts.  I went to a plumbing supply, but was informed parts for this specific flush assembly were no longer available (why doesn’t Home Depot know this about products they sell?).  As per the plumbing supplies recommendation I contacted American Standard.  Apparently the original flush mechanism was poorly designed so they stopped making parts for it. They promptly sent me a reengineered replacement flush assembly free of charge even though the warranty was expired.

So at least in my limited experience with American Standard, they do stand by their products.

I also have had excellent product support from American Standard.Our kitchen sink faucet began to leak at the swivel after 6 years and replacement O-rings failed because the swaged part of the goose neck was distorted.American Standard replaced and shipped a new goose neck for free.Now I know why my wife insisted on that $130 dollar faucet!

Same thing with a Delta kitchen faucet. The faucet end of the pull out hose came apart after ten years or so but I registered it for the lifetime warranty when I bought it. I emailed them, sent pictures they requested a viola, a new free $80.00 hose.