Welcome to Customer Support

In this section, we will provide you with all the information and solutions necessary to ensure that your product operates at its best capacity. Your satisfaction is our priority, and we are committed to providing you with excellent customer service.

Troubleshooting

If you have already installed your faucet and are experiencing issues, we recommend checking the most common problems listed below.

The tap is leaking

This is a problem that, although rare, can occur. There are two main events that cause a cartridge leak:

  • WATER HAMMER: Water hammer occurs when the water valve closes suddenly or when there is a water outage. Both of these scenarios cause a pressure wave to propagate in the pipes. Therefore, when the water is turned back on, huge pressure differences occur between the water and the air inside the pipes, which can reach up to 25 bar. This phenomenon is easily noticeable as pressure shocks cause loud and strong bangs in the pipes.
  • DEBRIS: Another issue is dirt particles, mainly sand grains or small pebbles, which are frequently found in the water pipes and. If any of these particles is trapped in the ceramic discs of the cartridges, damage occurs. Ceramic cartridges have 2 ceramic discs positioned one above the other and mirror-polished for a better seal. But if one of these discs gets scratched, the cartridge will start to leak.

Note that mixing cartridges, spindles, and faucet flow regulators are wear parts and therefore not covered by the factory warranty. However, we have no interest in abandoning our customers who have a problem and charging exorbitantly for a spare part! Our spare parts are reasonably priced - a cartridge that we offer for a few euros is sold by one of our competitors for almost €100. We are more honest than that!

We have various cartridges for different faucets. If you want to be sure of the cartridge installed in your faucet, contact us by sending your order/invoice number, and we will send you the replacement cartridge code.

Replacing the cartridge is relatively easy, you can't go wrong! However, be careful to position the cartridge correctly and not to tighten it too much. A contact pressure of 1.5 kg is sufficient. The harder you pull, the tougher the grip becomes! Before letting the water flow back into the faucet, make sure to fully open the lever so that any trapped air can escape unobstructed. If necessary, we can also send a video tutorial.

If you need to clean or replace the aerator

If necessary, your faucet package includes one or more keys for disassembling the aerators.

  1. Clean the aerator with a 50/50 mixture of vinegar and water. 
    1. Unscrew the aerator following the instructions for your specific kitchen mixer (you can download a manual here: GENERAL INSTRUCTION MANUAL FOR VIZIO FAUCETS).
    2. Fill a cup with half water and half vinegar and fully immerse the aerator. Be careful NOT to immerse the chrome parts as you may damage the faucet's finish.
    3. Let it soak overnight to dissolve all stains and dirt. Leave the aerator submerged in this mixture for at least 6-12 hours, depending on the level of limescale in your area.
    4. Once the limescale is removed, rinse thoroughly with clean running water and then screw it back in.
  2. Clean the dual-spray showerhead
    1. To clean the dual-spray showerhead of your kitchen faucet, follow the instructions in the PDF file available for download here.
    2. To remove stains or dirt, first rinse with clean water and then use a 50/50 mixture of vinegar and water. Only immerse the plastic parts in this solution. PLEASE, DO NOT IMMERSE METAL PARTS IN THE VINEGAR SOLUTION AS IT MAY DISCOLOR THE SURFACE.
    3. After finishing, rinse with clean water and reassemble the aerator as described in the instructions.

If you have difficulty opening or closing the tap

The stiffness you experience when moving the lever is set by us. However, there are two situations in which the lever may become stiffer and more difficult to move.

  1. If the cartridge retaining nut is tightened beyond the factory default setting — the pressure applied by default is set at 12 Newton-meter, but if tightened further, the lever movement will become stiffer. If you notice excessive resistance when moving the faucet lever, try loosening the cartridge retaining nut slightly. Keep in mind that a minimum contact pressure of 12 Nm is required to ensure a watertight seal! Therefore, we recommend performing this adjustment only if you are experienced.
  2. If sand or small debris gets lodged between the ceramic discs, as they become rougher over time, the cartridge will also start to leaking! Check for small sand particles in the aerator/spout regulator. And if present, the cartridge may begin to leak. In this case, the cartridge needs to be replaced.
If water pressure is inadequate

Below are the optimal usage conditions for our taps. Specifically:

  • Recommended operating pressure: minimum 1.5 bar - maximum 4.5 bar.
  • Recommended water temperature: min. 5°C - max. 65°C.

If the water pressure is inadequate, please check your water supply system, as our tap only has the open/close function.

If water flows irregularly from the tap

Unscrew the aerator and check for debris or dirt. If necessary, follow the instructions in the If you need to clean or replace the aerator section located higher in this list. If the issue persists after cleaning, please send us a video of the problem to [email protected]

If there is limescale obstructing the tap

Please, read the instructions in the If you need to clean or replace the aerator section located higher in this list.

If the tap is dripping water

This could be due to several factors, but the most common ones are the following:

  1. Either the cartridge or the spindle is damaged.
  2. Debris is present inside the aerator. For this, follow the instructions in the section If you need to clean or replace the aerator listed above.
If the gaskets are worn or damaged

To solve this problem, we offer some GASKET KITS in our spare parts section. Make sure to purchase the right replacement for your faucet by paying attention to the code indicated on the KIT page.

Other issues

If you encounter a problem that is not listed here, don't worry! Describe your issue to our team of experts who will be ready to assist you. We will ask you for some details from your purchase receipt, so please have it handy.

✉️ Send an email →

💬 Message us on WhatsApp →

©

© 2024 VIZIO GmbH