[Alex Gardiner]

I would estimate that across the six of us we've had around twenty five or thirty of these break before we found out about and bought the close-coupled assemblies. At a fiver a pair that's a chunk of financial damage.

We don't use valves. Instead the jet hose catches on something (twig, branch, door handle) and pulls the black centre out of the capsule. They aren't held in properly. The metal tangs holding the two elements together just bend and release under any pressure then they won't reassemble without leaking. The solution I've come up with finally is to buy replacement O rings (the originals tend to go missing as the jet is pulled apart) and to araldite the centre back into the grey surround.  Frankly they need a redesign as they simply aren't robust enough.

I normally flog my old brushes but they have all been cannibalised for spare parts after breakages so they are unsaleable.

The close-coupled hose assembly has resolved the problem mostly (though I still managed to pull one in two on a twig the other day) but it seems ridiculous to have to buy new equipment to fix a defective part.

Vin

Hi Vin - always good to get your input 

I think the point is that 98% of our customers do not find the need to buy the close coupled assemblies as they have no issues with the jets as they are and do not get any failures. We have in excess of 50,000 brush heads in current use with this system fitted now and generally they are preferred by customers that contact us.

For the few that do have repetitive problems the close coupled hose assembly seems to cure it as well as providing a brush head option that is less likely to catch in use - which some find to be the main benefit. Once the close coupled adapters have been bought they should last for many years and can be swapped from brush to brush so hopefully the cost will be spread out over a long time 

[Granny]

I would estimate that across the six of us we've had around twenty five or thirty of these break before we found out about and bought the close-coupled assemblies. At a fiver a pair that's a chunk of financial damage.

We don't use valves. Instead the jet hose catches on something (twig, branch, door handle) and pulls the black centre out of the capsule. They aren't held in properly. The metal tangs holding the two elements together just bend and release under any pressure then they won't reassemble without leaking. The solution I've come up with finally is to buy replacement O rings (the originals tend to go missing as the jet is pulled apart) and to araldite the centre back into the grey surround.  Frankly they need a redesign as they simply aren't robust enough.

I normally flog my old brushes but they have all been cannibalised for spare parts after breakages so they are unsaleable.

The close-coupled hose assembly has resolved the problem mostly (though I still managed to pull one in two on a twig the other day) but it seems ridiculous to have to buy new equipment to fix a defective part.

Vin

I certainly wouldn't have lost 25 to 30 before I came up with a solution!
I haven't lost one - prevention is better than cure.
I've posted two solutions on here.
http://www.cleanitup.co.uk/smf/index.php?action=dlattach;topic=220546.0;attach=42818;image
http://www.cleanitup.co.uk/smf/index.php?action=dlattach;topic=220546.0;attach=42823;image
Each takes about 5 minutes.

[Paul-kent]

That reminds me when my tumble dryer arrives tomorrow I will have to customise it so it can do the job it was bought for. 

[Simon Trapani]

I dunno what you’re all on about. Work fine unless you catch the tube on a handle or similar. I much prefer the close coupled system anyway. It’s so much more compact & doesn’t catch. You just need to cut the tube to the correct length & if using a univalve make sure your o clip or similar is in the correct place. I have loads of spare jets anyway as the brushes only last 2 or 3 months. I keep the jets, the quick loq female socket & the close coupled assembly & transfer to the new brush.

[NWH]

Reading this I would wager almost all these breakages have been done by employees because after all they couldn’t give a 💩 about equipment.

[Steven Biggs]

So why change from the brass ones . I can only assume gardiners must have got hundreds of complaints about the brass ones . , to go to the trouble and expense of changing em .

[NWH]

So you can have one brush and a choice of jets,I know it’s rocket science isn’t it 🤣🤣🤣

[zesty]

So you can have one brush and a choice of jets,I know it’s rocket science isn’t it 🤣🤣🤣

I’ve not had a single problem with the jet capsules, but by the same token, I’ve never ever needed to change jets. Ever.

[NWH]

Some fit  looser than others but even if they are not tight and you don’t need the tool to take them out I’ve still not had a problem with them.

[Rogue Trader]

I also have had 4 x capsules breaking in recent weeks , I also became very irritated when asked by paige to take 3 separate pictures of the brush in different positions to prove i was worthy for a replacement. Again I too have spent thousands with gardiner over the years and the geststapo like approach from your staff alex was quite insulting. I signed off with saying if u wanna charge me then charge me but all I'm doing is flagging a substandard bit of kit and I expect my loyalty as a customer over the years would be respected and a few substandard plastic jets would be replaced without an interview process. Gardiners poles and brushes are top quality best on the market by far but these jets and your staff response to this issue is a chunk in your armour. Sorry to say

[Rogue Trader]

I did get replacements in the end and the vibe was very much "we will do it for you just this once , good will gesture" etc etc. The opposite of how I expected my complaint to be dealt with.

[Smudger]

I also have had 4 x capsules breaking in recent weeks , I also became very irritated when asked by paige to take 3 separate pictures of the brush in different positions to prove i was worthy for a replacement. Again I too have spent thousands with gardiner over the years and the geststapo like approach from your staff alex was quite insulting. I signed off with saying if u wanna charge me then charge me but all I'm doing is flagging a substandard bit of kit and I expect my loyalty as a customer over the years would be respected and a few substandard plastic jets would be replaced without an interview process. Gardiners poles and brushes are top quality best on the market by far but these jets and your staff response to this issue is a chunk in your armour. Sorry to say

c'mon grow a pair ! do you think Gardiner staff know you personally ? you sound like a wingy customer who thinks your only existane is to clean their house and no one else.
so you had to take a picture, oh dear me - gardeners surely have the right to view the problem ?

Darran

[dazmond]

Ive broke one jet capsule since they first came out(where the hose goes in)...been fine since....

One advantage of having these capsules I've found is it's easier to unblock a jet hose that happens to me from time to time....

God knows what some of you are doing to them to break so many!(as I'm heavy handed!).....😄

[Alex Gardiner]

I also have had 4 x capsules breaking in recent weeks , I also became very irritated when asked by paige to take 3 separate pictures of the brush in different positions to prove i was worthy for a replacement. Again I too have spent thousands with gardiner over the years and the geststapo like approach from your staff alex was quite insulting. I signed off with saying if u wanna charge me then charge me but all I'm doing is flagging a substandard bit of kit and I expect my loyalty as a customer over the years would be respected and a few substandard plastic jets would be replaced without an interview process. Gardiners poles and brushes are top quality best on the market by far but these jets and your staff response to this issue is a chunk in your armour. Sorry to say

Hi Rogue Trader

I was aware that you had become quite irritated when asked for some photos - our intention when asking for the photos is not to see if you are 'worthy of replacements'. You had already been told that we were going to replace these for you - the reason for the photos is so that we could look at your setup so that we could best advise you moving forward. Photos are so much easier to understand than a description - these days most people take many photos a day on the phone so it is usually very easy to receive photos from them.

I had already reviewed all of the communication between yourself and the staff member as I do with many Customer Service interactions and I really do not think that there was anything 'Gestapo like' about the staff members tone or communication wording - however she had been asked by me to to ask you for specific photos - so she was doing her job  If you knew this Customer Service Team member then you would know that she is the polar opposite of being 'Gestapo like' 

Our aim is not to keep selling you replacements jets but rather assist so that your setup works long term and the jets should out last the brush for your staff. We take personal interest in each product we sell and each customer we sell it to, so when something fails we like to try and understand why and how.

 I am sorry that in this case the request for photos has irritated you to the degree it has - our intention is to help, not annoy.

[Richard iSparkle]

i get worn out with the effort of complaining. until there is a better product on the market i'll stick with gardiners

i put in an order last week, had to order replacement jets that cost me about £20 but i didn't complain so i guess i'm counted as one of the 99% of happy customers you talk about Alex?

i have used gardiners for 10 years now and know what i am ordering and what i'm getting. so i carry on using them, buying a new pole or a new brush isn't exciting for me so i just want something that i know fits together easily

its a shame that the brushes i bought off you 5 years ago were better and didn't have 'jet capsules' that break on us and need replacing and the hassle and cost that entails.

we have the jet capsules break in normal use, with the 'correct' setup

just frustrates me you try and tell us these are an improvement for the user, when in truth they are just an improvement to your business... i assume thats because you can make a single brush head and charge people for variations of jets

i can understand them in that context. but i'm not a mug. they definitely aren't an improvement for me and my business

[Simon Trapani]

i get worn out with the effort of complaining. until there is a better product on the market i'll stick with gardiners

i put in an order last week, had to order replacement jets that cost me about £20 but i didn't complain so i guess i'm counted as one of the 99% of happy customers you talk about Alex?

i have used gardiners for 10 years now and know what i am ordering and what i'm getting. so i carry on using them, buying a new pole or a new brush isn't exciting for me so i just want something that i know fits together easily

its a shame that the brushes i bought off you 5 years ago were better and didn't have 'jet capsules' that break on us and need replacing and the hassle and cost that entails.

we have the jet capsules break in normal use, with the 'correct' setup

just frustrates me you try and tell us these are an improvement for the user, when in truth they are just an improvement to your business... i assume thats because you can make a single brush head and charge people for variations of jets

i can understand them in that context. but i'm not a mug. they definitely aren't an improvement for me and my business

Ok, I’m also a longtime customer of Gardiners. And I’m gonna step in here & stick up for their 1st class customer service that is second to none. Alex is too polite & helpful &  runs too good a business to say it so I’m going to. If you don’t like one or some of their products then go elsewhere. It’s a free country. Setups are interchangeable. Don’t like the brush or jets? Bottom line, don’t buy them. I’m sure they’ll manage without your custom! You sound like many a window cleaner’s wingy customer. The ones we all tend to want rid of.

[NWH]

You can’t please all of the people all of the time,I’ve got a new extreme coming today at about 2 o’clock 🤣🤣🤣🤣🤣

[NWH]

I will hang it on the wall above my V4 thermopure another piece of 🖼 Art. 👌

[Smudger]

I loved the jet capsules a great move forward IMO - but then I was fitting fan jets to brushes long before these came about - Gardiners have ALWAYS been 1st class on service and the bonus here is you get Alex pop on threads as well.

I don't use Gardiner brushes anymore - the guys prefer streamline and these also have removable jets (direct system) again they don't break.

Just as an information point - I'm trialling several sill brushes - some I have to mod - unfortunately the gardeners sill brushes have those silly tuffs sticking out side ways - if you do one thats more like the x-line and streamline sills I'd some tomorrow 

Darran

[Perfect Windows]

I certainly wouldn't have lost 25 to 30 before I came up with a solution!
I haven't lost one - prevention is better than cure.
I've posted two solutions on here.
http://www.cleanitup.co.uk/smf/index.php?action=dlattach;topic=220546.0;attach=42818;image
http://www.cleanitup.co.uk/smf/index.php?action=dlattach;topic=220546.0;attach=42823;image
Each takes about 5 minutes.

Six franchisees losing thirty capsules over about six or nine months isn't the end of the world.

And we haven't complained because it IS a trickle of breakages. We just buy spare capsules with new brushes. I'm sure we're not the only ones not to bother reporting it. However, it does show that the capsules aren't strong enough if they pull part in normal usage. All it needs is a better fix than the easy bend metal tabs that currently hold the parts together.

We've fixed the problem with close coupled connectors and Araldite, thanks.

Vin