Good morning Kayla**Please we are going to need your help once again, sorry.*****First...

GetHuman-fgallell's customer service issue with Kohler from August 2018

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Good morning Kayla**Please we are going to need your help once again, sorry.*****First of all thanks so much for sending out the replacement parts so quickly we do appreciate it.**We just returned from a trip and we now have an opportunity on this weekend to begin replacing the old parts with the new ones you sent us.**Unfortunately I do believe you have sent the wrong assembly replacement parts.*****Our faucets do not have a "Spout T" where you can attach the T hoses you sent from the Spout T to the valve body assembly of each the hot and cold therefor it will not work with our faucets. **Since we don't have a Spout T there would be no place to attach the other end of the spout hose and of course water would come out of this hose or the port at the bottom of the valve body that the hose would attach to.*****On our faucets there is only one line the water supply line(hose) that goes directly straight from the valve body assembly one for hot one for cold to the water supply valves. Although, I have not yet disassembled our faucets because the ones you sent did not seem to be correct it does appear the hot and cold valves are indeed connected in a different way as one piece a kind of a (T) if you would without any port for a hose connection. This is because again there is only one connection and that is the water supply line directly to the valve body assembly. Therefore, when you turn on either the hot or cold it would go through this one piece T to the spout. So, ours works the same way it is just a different configuration and set up differently with the same end results.*****I do hope this explains a little better what we actually need so you can send us out the correct replacement parts.*****The video link you sent is a great guide if we were replacing parts for a faucet that was exactly the same as the type of assembly kit you sent to us. In the video the parts being replaced are identical to the kit so it matches part for part straight forward instructions to just replace an old one with a new one. *****I have attached some pictures that may help you better determine the proper type of replacement parts you will need to send us.*****I really appreciate all you efforts in an attempt to get the parts to us so we can get our bathroom sinks back in working order again. *****Thanks again.*****Frank
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Kohler

Customer service issue
Reported by GetHuman-fgallell
Aug 11th, 2018 - 7 mons ago
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GetHuman-fgallell started working on this issue
Aug 11th, 2018 3:17pm