The shower system I purchased looks great. Unfortunately, the diverter valve that switches the flow from the overhead to the handheld unit is either poorly designed or just doesn't work correctly. The water flow to the overhead never shuts off completely leaving the handheld with weak pressure. The first time I called I reached the most unhelpful customer service rep I've encountered. She instructed me to disassemble the unit, take a picture of the 'broken' part and email it. The problem with this is: I'm not a plumber and I don't know what is 'broken', as compared to poorly designed. I asked to speak with a supervisor repeatedly, but and she never transferred me. Instead, she finally agreed to ship a replacement part-which turns out to be the wrong part. The second time I called, after waiting on hold for 45 minutes, I was connected to a lovely woman who quickly agreed to ship a different replacement part. Unfortunately, that second part is also the wrong one.
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I am sorry to hear that you have not had a great experience with the customer service department. I have mailed you about the incorrect part, please could you reply to this mail and we shall have this resolved for you.