I may sound like an old codger reminiscing about the good old days, but I still want to receive personal help when I call a company for information.  I'm not Internet illiterate.  I do go to web sites at times for info and help, but I still have this archaic belief that it is not the customer's job to wade through FAQS, or email a question and wait for an answer, or go on an on line chat, unless the customer prefers those ways.  I still would like the option to be taken care of like a valuable customer, diva treatment if you will.  Let me know I'm special to you and I'll want to hang around. 

We have two sinks in our master bath with Kohler faucets we put in about six years ago when we renovated our bathroom.  The hot water faucet handle on my husband's sink is currently frozen stuck; the cold water handle on my sink is frozen stuck.  I had a plumber look at it.  He took about two minutes, and said he really didn't know how to fix it, that I should probably just buy new faucets and he'd put them in.  Not the first time a plumber has said to me he doesn't know a Kohler product well and suggested I just replace the whole apparatus.   

So I called Kohler this morning, and they did it again.  Made me feel special, respected, understood, valued. I was on hold for a few minutes after using the automated system to select faucets, then technical advice, then Melissa answered.  Her voice was warmly pleasant, and she honest-to-goodness sounded glad to be helping me.  I know I was glad she was helping me.  She located the style number for our faucets, using the rather spotty information I could give her off a receipt that suffered a major spill which totally washed off the ink, explained quickly what probably happened—calcification from the water, and once she said that, I noticed some white powdery evidence where the faucet handle connected, verified my address in their records, and dispatched four cartridge replacements my way:  two hot, two cold, no charge.  You gotta love it!. 

In the past, Kohler techs have helped me troubleshoot a running toilet.  That part was around $8.37 total, and when it arrived with full instructions, I put it in myself in a couple minutes.  Kohler techs also helped me trouble shoot  my leaking kitchen faucet, correctly again, I may add.  I will hire a plumber to install these cartridges in the master bath.  I think strength and the proper tools will come in to play for this job, but at least I won't have to listen to another professional hem and haw about what part, how to get it, where or when, and then charge me for a second visit on the remote chance they decide to follow this job through.  The plumbers can't figure out what part I need, but I can?  Yep, thanks to Kohler, and Melissa, and all the other sincere and helpful Kohler technical people WHO I HAVE SPOKEN DIRECTLY TO ON MY INITIAL PHONE CALL.  What a concept.  Kohler, you can have my business anytime...and every time.