Toilet Defect: Replacement or Partial-Refund. What Would You Do?

mboy on 07/11/2024 - 13:50
Last edited 08/11/2024 - 10:42

A week ago, I bought the following from Bunnings:

  • Caroma Luna Cleanflush Toilet Suite - $554
  • Toilet Replacement/Installation - $275 (this is a service offered by Bunnings in partnership with HiPages - I paid for it in-store and it is listed on my Bunnings receipt)
  • TOTAL: $829

Today, the plumber (who was a top bloke) came out to replace/install the new toilet. Towards the end of the install, he noticed a manufacturing defect on the toilet - a small hole towards the bottom:

The plumber has since finished installation and caulked over the hole, so it's less noticeable, but I still know it's there. I called Bunnings and they told me to come in with my receipt and a photo of the defect, after which they would offer, either:

  • A partial refund, which I could negotiate, or failing that…
  • A full replacement toilet and re-installation free of charge.

The partial refund is enticing, because I'm getting it for cheaper. But I don't want to take the refund at the expense of potential future issues with the toilet down the line. That being said, the toilet does come with a 20 year warranty, so even if there were issues down the line, I should be covered.

Simple question: if you were in my shoes, how would you proceed?

Poll Options expired

  • 37
    Accept a partial refund, provided it's at least $200. Otherwise, accept full replacement.
  • 1
    Accept a partial refund, provided it's at least $300. Otherwise, accept full replacement.
  • 2
    Accept a partial refund, provided it's at least $400. Otherwise, accept full replacement.
  • 11
    Spring immediately for a full replacement. No partial refund amount is worth the risk.
Home & Garden Toilet

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Comments

  • Jimothy Wongingtons on 07/11/2024 - 13:56
    +4

    did plumber have any thoughts on the matter?
    looks not too bad…

    • mboy on 07/11/2024 - 14:15
      +1

      He didn't think it would compromise the integrity of the toilet, but he also said he couldn't be sure.

      • Jimothy Wongingtons on 07/11/2024 - 14:24
        +31

        haha classic

        'when you're giving someone advice but you gotta finish it with 'but idk tho' in case it ruins their life'

      • capslock janitor on 08/11/2024 - 10:34

        Did you ask him how he would proceed?

        • kaleidoscope on 08/11/2024 - 19:45
          +1

          Probably started with “not financial advice … “

  • MS Paint on 07/11/2024 - 13:59
    +17

    a small hole towards the bottom

    Had to click on picture to make sure we were talking about the same thing.

    Looks purely cosmetic to me and will have no impact on the bowls longevity.

    • rumblytangara on 08/11/2024 - 11:17
      +1

      Looks purely cosmetic to me and will have no impact on the bowls longevity.

      bowls or bowels?

      • codaroma on 09/11/2024 - 08:48

        i think you’ll find it’s “bowl’s”

  • Drakesy on 07/11/2024 - 14:10
    +13

    Hardly an issue, even $200 is a stretch, it's purely a cosmetic defect not critical.

    I'd say $50-$100 would be acceptable.

    • mboy on 07/11/2024 - 14:36
      +1

      I'd say $50-$100 would be acceptable.

      You're honestly saying if you paid full price for a fairly expensive toilet, and it ended up having a little hole in it, you'd take a $50 partial refund (less than 10% in this case) as opposed to them replacing it?

      • MS Paint on 07/11/2024 - 15:06
        +27

        I'm no linguistis but I'm certain that is what Drakesy is honestly saying. If I could witness their body language it would help.

        • Drakesy on 07/11/2024 - 15:43
          +22

          Would gladly do an interpretive dance if it helps convey the point.

          • kolorijo on 07/11/2024 - 15:46
            +2

            @Drakesy: Please do send a short video

          • MS Paint on 07/11/2024 - 15:48
            +2

            @Drakesy: Link when you're ready. Cheers

          • aragornelessar on 07/11/2024 - 17:06
            +1

            @Drakesy: Gotta be done in MSPaint for closure

          • Chandler on 08/11/2024 - 17:29
            +1

            @Drakesy: Drake-gunn #2028

          • Daabido on 09/11/2024 - 08:33

            @Drakesy: Does it involve dancing up and down and side to side waiting for someone to finish using the toilet and then rushing past them as they come out?

        • bargaino on 08/11/2024 - 17:38

          You just made me spurt coffee on my keyboard. I think $50 for cleaning expenses would cover it.

      • Drakesy on 07/11/2024 - 15:40

        Yes?

        and it ended up having a little hole in it,

        *Tiny

    • Jackson on 08/11/2024 - 15:28
      +1

      I would say $100 and up. Realisitically this defect would normally be caught and then sold as a second, or maybe destroyed. Bunnings probably has a couple of hundred dollar mark up, so 100-200 would have been what I selected if the OP had that option. If they offer you less you could always argue that you probably wouldn't have paid more than x is if was listed as a factory second in the shop.

  • Sammy2000 on 07/11/2024 - 14:13
    +2

    Agreed, it looks cosmetic only. How neat does it look now it is covered?

    • mboy on 07/11/2024 - 14:22
      +2

      The caulk is obviously a different texture so it's still a bit noticeable, but I also doubt anyone would notice because it's out of eye line.

      • DoctorCalculon on 07/11/2024 - 22:57
        +21

        I am sure anyone who walks into your toilet will notice that imperfection, and will immediately walk out in disgust and would rather do their business elsewhere.

        • Sammy2000 on 08/11/2024 - 10:15
          +2

          That may be a reason not to replace the toilet!

      • RTX9090Ti on 08/11/2024 - 12:11

        Unless your guest crawls on the floor towards the toilet when visiting your place, then they'll scream "caulk line, caulk line!"

    • kaleidoscope on 08/11/2024 - 19:49

      a <you know who> moment…

      if you were in my shoes, how would you proceed?

      Doesn’t seem anything wrong with structure and purely cosmetic. I will accept a partial refund if I really have nothing else to do than a visit to my local Bunnings.

  • altomic on 07/11/2024 - 14:23
    +2

    the bottom is meant to have a hole .

    • Jackson on 08/11/2024 - 15:26

      I'd be surprised if the OP's bottom didn't have a hole

  • jv on 07/11/2024 - 14:24
    -4

    Liquid paper

  • JimmyF on 07/11/2024 - 14:35
    +5

    they would offer, either:
    A partial refund, which I could negotiate, or failing that…
    A full replacement toilet and re-installation free of charge.

    So bunnings is doing the right thing, so pick a refund amount you're happy with. If they don't come to that, then get a replacement.

    • mboy on 07/11/2024 - 14:38

      I didn't claim they weren't doing the right thing, and I'm indeed going to do the very thing you have suggested.
      I'm just curious to hear other's thoughts about what partial refund amount they would be happy to accept before springing for a replacement.

      • boomramada on 07/11/2024 - 14:42
        +4

        Its your toilet not others, you pick what makes you happy and you already dicided by putting in the minimum of $200, not $50.

        • mboy on 07/11/2024 - 14:47
          -2

          No doubt, but I'm simply trying to start a topical discussion on (god forbid) a discussion forum.

          • boomramada on 07/11/2024 - 14:59
            +4

            @mboy:

            if you were in my shoes, how would you proceed?

            I would do nothing, If my gf, she would ask for a new house. Can you see the difference?

          • Daabido on 09/11/2024 - 08:34

            @mboy: You monster!

      • JimmyF on 07/11/2024 - 14:48

        I never said Bunnings wasn't, I said they are doing the right thing, you have two choices. Pick which one works best for you.

  • Boioioioi on 07/11/2024 - 14:52
    +3

    I bought the same toilet recently. You're probably fine as that is just the skirt of the toilet. Not a part of the plumbing

  • onetwothreefour on 07/11/2024 - 14:53
    +6

    Seems like it's bothering you, enough to make a post. Just get it fully replaced and then forget about it.

    Edit - a photo with it covered up would be helpful too.

  • payless69 on 07/11/2024 - 15:18
    +5

    Ceramic: get a dental technician with a dremel, uv cure fill and then a polish.

    Detail work $20
    Surcharge for bio hazard: 2000

    • kiitos on 10/11/2024 - 11:47

      Attaching braces to align the front of the bowl with the floor tiles to improve the toilet's smile $10000

  • star-ggg on 07/11/2024 - 15:23
    +6

    If it was going to bother me I would do a full replacement and not think about it again.

  • sumyungguy on 07/11/2024 - 15:32
    +1

    No brainer, option 2. You know it's there so can't unsee it. Partial refund is a win for Bunnings.

  • kolorijo on 07/11/2024 - 15:44

    Just go with what you want op. It's your toilet at the end of the day. We all have differing opinions and they are all valid.

  • starspawn on 07/11/2024 - 15:47
    +1

    Partial refund, won't impact the lifespan of the toilet

  • Sal in SA on 07/11/2024 - 16:03

    Full refund - will annoy the hell out of you every time you see it.

    • MS Paint on 07/11/2024 - 16:25
      +2

      Give you the shits when you're taking a shit?

      • bobbified on 07/11/2024 - 19:26
        +1

        I just got an image of someone grabbing their ankles while taking a dump!

        • MS Paint on 07/11/2024 - 19:47

          That's pretty much what OP would need to be doing to see the imperfection in the ceramic.

  • joka on 07/11/2024 - 16:23
    +2

    Its going to crumble when someone large sits on it for an extended period of time.

  • trapper on 07/11/2024 - 16:44
    +1

    They are open to a full replacement at $829, so if you want partial refund keep that in mind.

    You could probably get a lot more than $200, that said I'd be happy with $200.

    • bobbified on 07/11/2024 - 19:25
      +5

      They are open to a full replacement at $829

      I don't think it works that way - the replacement should just be the labour for removal and installation - $275.
      The toilet itself will either get sent back to the manufacturer or the cost credited to Bunnings.

      • trapper on 08/11/2024 - 01:07

        True.

  • sharkyoz on 07/11/2024 - 17:35

    it might not stand up to loads of Trump toilet paper, esp the ones with his photo on it lol

  • loropy9 on 07/11/2024 - 18:11
    +2

    You notice these things the most when they are new. It can be covered with white silicone. If you decide to refund it, remember that it will cost Bunnings at least $275 for the new installation, so don't accept anything less. I don't even want to get started on Caroma QC.

    • mboy on 07/11/2024 - 18:26

      It sounds like you're in the know. Do you think the hole is purely cosmetic or could it compromise the integrity of the toilet?

      • MS Paint on 07/11/2024 - 18:59
        -3

        So you don't believe any of the opinions above? FFS.

        • mboy on 07/11/2024 - 20:22
          +3

          Why take it personally? Are you an expert? I just got back from Bunnings now, and while I was there I asked one of their employees who was a plumber and his response was "I wouldn't trust it, swap it over".

          • MS Paint on 07/11/2024 - 20:49

            @mboy: I'm an expert at a few things but 'ceramic bowl engineering and integrity' is not one of my specialties. I do however have common sense. The Bunnings employee is merely tin plating his backside just like your original installer.

            Anyway, I assume you are just getting it swapped now.

            • mboy on 07/11/2024 - 21:03
              +3

              @MS Paint: Correct

            • skidexa on 08/11/2024 - 23:19

              @MS Paint: So you're saying that if the reason that the employee said to swap was that he thought that there might be an issue and he would get in trouble if something happened down the track? If it's enough for him to be worried about his backside, then maybe OP should swap.

  • BertieBrown on 07/11/2024 - 20:00
    +2

    If you get a partial refund for the defect, make sure that you’re not signing anything that discharges Bunnings or the plumber from any liability if the hole does cause a problem later on.

    I’m no expert but I’d have thought that accepting a card refund would not be such, so you should be safe. But just be sure you’re not signing anything of the sort.

  • NevC on 07/11/2024 - 20:32
    +3

    Go to Bunnings and look under the base of the toilet you bought. You may find it is hollowed out in that area and will not cause any problems. If so just fix the hole with whatever is suitable and take a partial refund.

  • angywoo on 08/11/2024 - 01:45
    -4

    so the plumber still went ahead and installed it?

    Mate, I would be wanting it replaced and reinstalled.

    That is a weakness in the base.

  • DiscoJango on 08/11/2024 - 08:34
    +4

    I wouldnt have even called bunnings let alone bother to make a post about it.

  • joshash on 08/11/2024 - 08:42

    It wouldnt bother me if its non structural and caulked over. Take the cash mate

  • Clickbait on 08/11/2024 - 09:12
    +1

    Regardless of its size, this is a manufacturing defect, so there are probaby more out there.
    For their own reputation, Bunnings needs to know and take Corrective action with the factory.
    .

  • Chewy2221 on 08/11/2024 - 09:57
    +3

    The plumber should have inspected all of the parts for defects ( and missing parts) PRIOR to installing the toilet. This is standard procedure. He should have at least asked you whether you were happy to accept the small defect PRIOR to the installation. The fact that he has not done this places you in a strong position regarding a refund/reinstallation etc. It appears that the defect is located in a spot where it is unlikely to leak - so it really is up to you. A partial refund sounds good to me. Good luck.

  • jasiano on 08/11/2024 - 13:23
    +3

    that 'hole' is not going to do squat (!) in terms of structural integrity I reckon.

  • lonewolf on 08/11/2024 - 15:43

    I had a issue with my toilet the plumber installed but i never really figured it out till months later when i finally got the plumber back to fix it. The back wall of the toilet does not get any water when flushed, which is annoying as that is sort of the most important part. Sadly i havehad to live with it as the plumber had told me its too late for him to take it back.

  • Seraphin7 on 08/11/2024 - 15:50

    Personally, if they are offering a complete replacement and re-installation that's what I'd be going with.

    That said, it doesn't look like something that would cause structural problems. What's it look like after old mate has caulked over it?

  • UFO on 08/11/2024 - 17:59

    It costs you nothing to get a total replacement.

    If there was no hole, and you paid the price you paid and the plumber did a good job, you wouldn't be having this conversation and be happy with it all.

    Why stress yourself now and in the future, wondering if the toilet is 'fit and proper' for service for decades to come?

    Just get it changed and be done with it.

    • t_c on 08/11/2024 - 21:00
      +3

      Semantics, but getting it replaced will cost OP the value of the potential discount. So technically not nothing.

  • VerticallyIntegrated on 08/11/2024 - 18:46
    -1

    Did you get a PPSR report?

    Any prior owners, written off or financing on the bowl?

  • SpendLess on 09/11/2024 - 10:23

    50% off like any scratch and dent sale

  • AuQld on 09/11/2024 - 13:42
    +1

    silicone over not noticeable unless you have some weird fetish for toilets.

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