I purchased two HydroTech expandable…
I purchased two HydroTech expandable hoses—a 75' hose approximately three years ago and a 100' hose last year. Both came with a 10-year warranty. Both have now failed, and my experience trying to get the manufacturer to stand behind its products has been extraordinarily frustrating.
The 100' hose failed when the inner hose violently burst. I contacted customer service and completed the company's online warranty form. It took approximately three weeks to receive a response. I was then told they would not honor the warranty because I had not returned the product registration card. They offered to make a "one-time exception" if I could produce the original receipt. Although I still had the original packaging, I no longer had the receipt.
As I continued looking into the issue myself, I discovered something customer service had never mentioned: both of my hoses were included in a large manufacturer recall. This was particularly concerning because I had provided information about the failed hose, including its manufacturing information, during the warranty process.
The second, 75' hose has now developed multiple leaks. I have filed recall claims for both hoses—one approximately a week and a half ago and the second today—and am still waiting for resolution.
Throughout this process, I also copied Winston Products' corporate email address and its Chief Marketing Officer on correspondence describing what had happened. Neither responded.
What concerns me most isn't simply that two hoses failed. Products sometimes fail, and recalls happen. It is how the company has responded. A product sold with a 10-year warranty failed well within that period, I spent weeks trying to obtain warranty assistance, and no one informed me that the product I was seeking help with had been recalled. I had to discover that myself.
My experience to date has left me with very little confidence that this company stands behind its products or makes it easy for customers to obtain the warranty and recall remedies they are promised. After weeks of correspondence, I am still waiting for the company to resolve the failures of two recalled products.