CONTACTS
SUBJECTS
Toilet Function Fails 1st Flush American Standard 4021 Problem May b
1103 -
1103 - ..
1104 - Summary/Objective
1105 -
110501 - Follow up ref SDS 3 0000, ref SDS 2 0000.
110502 -
110503 -
110504 -
110506 - ..
1106 -
1107 -
1108 - Background
1109 -
110901 - On 120706 1326 toilet flush problem reported. ref SDS 2 4J5I
110902 -
110903 - On 120708 investigated venting issue, ref SDS 3 OT80, including
110904 - meeting with Eric in Plumbing Department at Home Depot. ref SDS 3 DL5L
110905 -
110907 - ..
1110 -
1111 -
1112 - Progress
1113 -
111301 - Today, received letter from American Standard saying...
111302 -
111303 - 1. Subject: RE: Customer Service Form Submission from americanstandard.com
111304 - Date: Mon, 9 Jul 2012 09:00:35 -0400
111311 - ..
111312 - 2. Here is the link for your toilet model number.
111313 -
111314 - http://www.americanstandard-us.com/toilets/cadet-3-right-height-elongated-toilet-12-inch-rough/
111316 - ..
111317 - 3. If the gravity flush was fine and just recently began flowing
111318 - slowly, then something is clogging either the venting or the
111319 - exit path for the water. The newer 1.6 gallons per flush
111320 - toilets require more ventilation to operate, whereas, their 3.5
111321 - GPF counterpart used the volume of water to flush the waste
111322 - out.
111323 -
111324 - [...below on 120709 2042 at 2203 letter to Tina at AS
111325 - clarifies scope of problem as starting from inception, and
111326 - further explains "2nd flush" issue. ref SDS 0 VE6Y
111328 - ..
111329 - 4. In order to improve the flush, so that the waste will flow out
111330 - correctly, here are a few suggestions to try:
111331 -
111332 - 1. Be sure the refill hose from the water control device is
111333 - inside the long refill tube on the flush valve.
111334 -
111335 - 2. Check the rim holes, by using a small nail or needle inside
111336 - each hole to remove build-up or debris.
111338 - ..
111339 - 3. Snake the lines leading to that toilet.
111341 - ..
111342 - 4. Check that the venting on the roof for that toilet is open
111343 - and free of debris.
111345 - ..
111346 - 5. If you have venting behind or below the toilet remove any
111347 - debris.
111349 - ..
111350 - 5. If all of this does not work, there could be a plumbing problem
111351 - deeper in the lines that is not around the toilet area. You
111352 - may need to contact a plumber to resolve this situation. If
111353 - this is a new toilet, then you may call Technical Customer
111354 - Service at 1-800-442-1902, and then press option 1 for
111355 - Consumer, then option 1 for Technical Support. Our office is
111356 - open Monday - Friday from 8:00 a.m. - 6:00 p.m., EST and
111357 - Saturday 8am - 6pm. Be prepared to have your model number,
111358 - color of your model, month/year of purchase, name, street
111359 - address and phone number. Any of our qualified technical
111360 - customer service representatives will be glad to assist you.
111361 - (Canadian customers should call 1-800-387-0369 or
111362 - 1-905-306-1093 in Toronto, Monday - Friday, 8:00 a.m. to 5:00
111363 - p.m., EST.)
111364 -
111365 - [...below on 120709 2042 at 2203 letter to Tina at AS asks
111366 - if toilet model 4021 has history of design problems, and
111367 - requests speculation on installation error that can cause
111368 - 2nd flush problem. ref SDS 0 VE7R
111370 - ..
111371 - [On 120710 0700 Kathy received copy of this letter
111372 - explaining scope of problem to American Standard, and
111373 - requesting solutions; she commends thoroughness of
111374 - explanation. ref SDS 4 RE4J
111376 - ..
111377 - [On 120712 0909 at 1320 American Standard confirms
111378 - agreement to replace toilet bowl that will correct
111379 - siphoning defect, and requests product specs that match
111380 - water tank. ref SDS 6 1E5F
111382 - ..
111383 - 6. Thank you for contacting us,
111384 -
111385 - Tina
111387 - ..
111388 - 7. American Standard Brands,
111389 - Technical Customer Service
111390 -
111392 - ..
1114 -
1115 -
1116 - 2203
1117 -
111701 - Letter to American Standard says...
111702 -
111703 - 1. Subject: Customer Service Form Submission American Standard Ref #564989
111704 - Date: Mon, 09 Jul 2012 22:19:38 -0700
111712 - ..
111713 - 2. Thanks for timely response to subject reference #565989, shown
111714 - in your letter earlier today on 120709. ref SDS 0 SA7G
111716 - ..
111717 - 3. The main link in your letter shows the toilet model 4021 at
111718 - issue in this case. Could not access referenced drawings that
111719 - require CAD software; if American Standard has these drawings
111720 - in HTML format it will facilitate review.
111722 - ..
111723 - 4. To clarify the problem [...incorrectly presented in Tina's
111724 - letter, per above, ref SDS 0 3B9H...]: AS model 4021 toilet
111725 - was purchased 4 years ago from Home Depot, and failed to
111726 - perform from inception. Further, the toilet flushes perfectly
111727 - once, then fails, then works, then fails, etc, described as
111728 - "2nd flush failure" without exception for 4 years.
111729 -
111730 - [On 120710 0700 Kathy received copy of this letter
111731 - explaining scope of problem to American Standard, and
111732 - requesting solutions; she commends thoroughness of
111733 - explanation. ref SDS 4 RE4J
111735 - ..
111736 - 5. In some respects this is only a nuisance. Yesterday on 120708,
111737 - Kathy and I met at Home Depot in Sacramento, CA with Eric, the
111738 - store's plumbing expert. Eric was kind enough to carefully
111739 - review problem history. He concluded this is not likely a
111740 - clogging issue in either the gravity drain line nor the venting
111741 - system. ref SDS 3 DL5L
111743 - ..
111744 - 6. Accordingly, at this time the problem seems related to
111745 - manufacture defect or installation error.
111747 - ..
111748 - 7. Does American Standard have a history of this unit failing on
111749 - 2nd flush? Can AS speculate on installation error that might
111750 - cause the 2nd flush problem? In other words, has this problem
111751 - occurred previously?
111752 -
111753 - [On 120710 1549 American Standard concurs problem likely
111754 - due to product defect, ref SDS 5 YS4P; offers complementary
111755 - replacement toilet unit to correct evident product defect.
111756 - ref SDS 5 OU4X
111758 - ..
111759 - [On 120712 0909 letter to American Standard, ref SDS 6
111760 - IQ5Q, asks Tina to facilitate implementing offer to provide
111761 - complimentary replacement toilet bowl. ref SDS 6 IQ5W
111763 - ..
111764 - [On 120712 0909 at 1320 American Standard confirms
111765 - agreement to replace toilet bowl that will correct
111766 - siphoning defect, and requests product specs that match
111767 - water tank. ref SDS 6 1E5F
111768 -
111770 - ..
111771 - 8. Your support is greatly appreciated.
111772 -
111779 -
111780 -
111781 -
111782 -
111783 -
111784 -
111785 -
1118 -