Vitra Refuses Warranty for My Ross Lovegrove Faucet After Handle Broke

I purchased Ross Lovegrove's Istanbul series for Vitra in 2020 — the sink, faucet, toilet, flush box, and bidet spray. In January 2025, the handle of the faucet broke off in my hand. I contacted Vitra to find a solution, and they told me the product is under a 10-year warranty. in 2020, I paid $300 just for the faucet Not a cheap product. I spoke to their service department, and they asked me to send the invoice. I went to the Vitra dealer in Kuşadası where I bought the items. A friend of mine works there, and I asked her to retrieve my invoices. It took nearly 2–3 months to get them. Meanwhile, I had to make my guests wash their hands in the kitchen. As you can imagine, not exactly a civilized situation. For months now, I’ve been brushing my teeth at the kitchen sink. Every time I use the toilet, I run to the kitchen just to wash my hands. I explained to the service team that I have a degree in industrial design. Our professors used to talk about Ross Lovegrove’s designs, and that’s why I chose this product — I genuinely admire his work. I told them I have a technical understanding of this issue. From what I observed, the handle broke cleanly from the faucet because it’s made of two parts — the cartridge and the handle — joined together using a plating method. The cartridge still works fine, but the handle broke so close to the base that I can no longer turn the faucet on or off. The service rep, speaking on behalf of a brand as big as Vitra, told me, “I don’t care what degree you have.” I called Vitra directly. They told me these issues are not covered under warranty — supposedly because the mains water in my area is hard and has a high mineral content. My flush box is also leaking, and they won’t fix that either. Who knows how much water has been wasted? I’ve been dealing with all this for a very long time. Now, the first thing I’m going to do is pursue my consumer rights. Let’s say I overlook the flush box — but no one can tell me that a faucet handle breaking off in my hand isn’t covered by warranty. It simply broke while turning it on. After 5–6 conversations with Vitra and countless videos and photos I sent them, I finally got a call saying none of these issues are covered by warranty. It also took them a very long time to investigate the matter. Vitra markets their products with a 10-year warranty — but apparently that only applies until something actually breaks. I won’t be setting foot in a Vitra store again.