An after-sales plan should identify the parts, configurations and support process before the wholesale order is approved. Agree how a problem will be reported, how compatibility will be checked and which commercial responsibilities apply. Do not assume a generic warranty sentence includes every component, labour cost or replacement shipment.
This guide sets out questions for an order discussion. It does not establish a Quality Sanitary Ware warranty period, free-parts allowance or guaranteed spare-parts stock.
Identify the assembly before choosing spares
A product-family name may not be enough to identify the correct part. Keep the catalogue reference, configuration and revision together with the component information. Photograph the relevant assembly and retain the approved drawing or parts list where available.
For example, the QSW mixer ranges have options with fixed holders and slide rails, while a mixer-only option lacks those assemblies. A support request for “the missing holder” needs the original purchasing unit to establish what should have been supplied.P11P12
Similarly, the four-outlet version of range 1049663109937 includes a spray gun and coiled hose that are not in its three-outlet parts list. Service and replacement records should follow that distinction.P07
Build a practical spare-parts schedule
| Field | What to establish |
|---|---|
| Part identity | Supplier part reference, clear photo and description |
| Compatibility | Exact product/configuration revisions covered |
| Scope | Complete replacement assembly or an individual component |
| Supply terms | Confirmed availability, minimum quantity and price basis |
| Service method | Approved instructions and required qualified support |
| Timing | Preparation and dispatch arrangements when required |
| Responsibility | Agreed treatment of product, labour and transport costs |
Do not fill these fields with assumed promises. If the supplier does not yet have a public spare-parts identifier, ask how the correct item will be reliably matched to the installed product.
Similar appearance does not establish compatibility
A cartridge diameter, connector colour or holder shape alone may leave other important dimensions or interfaces undefined. Obtain the relevant matching specification before ordering replacements. Do not advise customers to force a part to fit or alter a safety-related assembly.
Where a problem concerns the supply or installed configuration, have it assessed by an appropriate professional. A product return, an installation issue and an incorrectly selected component need different investigation, even if the first message describes each as a leak.
For digital versions, record which display configuration is involved. Catalogue reference 1049709521606 has a display option and a non-display option; those should not be treated as one identical service assembly.P04
Make the first issue report useful
Our suggested report includes the order number, affected configuration, quantity, observed symptom, photographs and the relevant installation or operating information. Describe what was observed without immediately declaring a cause that has not been established.
For illustration, “Two units from order line X show water at the identified connection during the stated check” is more actionable than “all showers are bad.” That is a reporting example, not an actual QSW customer case.
Avoid sharing unnecessary personal information from an end customer. Product and order evidence should be sufficient for the first review wherever possible. Keep the original images and messages associated with the correct case so later discussion does not lose context.
Agree a disposition rather than assuming one
After the issue is reviewed, record the proposed action: request more evidence, inspect, provide a matching part, repair through an approved route or consider replacement under the agreed terms. Include the affected quantity and who is responsible for the next step.
A supplier may need to distinguish product scope from installation work and logistics. Those responsibilities should be settled in the actual commercial agreement rather than inferred from a general promise of support. This article does not determine legal warranty rights or replace professional advice about a particular dispute.
Do not relabel a goodwill arrangement as a universal warranty policy. If a specific order includes spare units or parts, record that allocation without extending it to every future order.
Keep service records connected to repeat purchasing
Useful after-sales information should influence the next order. Record whether an issue involved a configuration misunderstanding, packaging damage, an actual product defect or an unresolved cause. A support conversation is not automatically evidence that a whole range is unsuitable.
When a component changes, confirm whether the old replacement stock remains compatible. Update part labels and the installed-product records accordingly. A new revision should not silently inherit the old service instructions or spare-part reference without review.
For distributors, the goal is a support trail that can identify the correct next action, not a large box of unlabelled parts that may fit some products and not others.
Buyer questions
Should I request a fixed percentage of free spare parts?
You can discuss a spare-parts arrangement, but this guide does not establish a standard percentage. Base the request on the actual products, service plan and negotiated terms.
Can one spare cartridge cover every mixer in a range?
Do not assume so. Match the approved component and compatibility record to the specific product revisions.
What should be agreed before the first order?
Confirm identification, support contact, evidence requirements, applicable commercial terms and how a replacement is matched and supplied. Keep those decisions with the order.
Send a product and support requirement or review mixer configurations to identify the assembly accurately.
