How We Solved a Suspected Whirlpool Bathtub Component Quality Problem
Recently, a client in Chile reported that several bathtub waterfall spouts appeared to be "rusting", with brown water flowing out. It sounded serious at first, but after some careful checks and testing, the real cause turned out to be something else.
It's an uncommon yet familiar situation for us. Here's what really happened and how we solved it.
Project: BUK Chile Bathtub Project
Model: PB16
Width: 180 mm
Thread: 1/2"
Material: Stainless Steel
A client in Chile recently reported that their bathtub waterfall water turned brown after some use, making it look like the spout had rusted. They even sent a video, where the water appeared clearly brownish-yellow, though the spout surface was still shiny. Naturally, they wondered if the stainless steel was low quality.
With over 20 years in export manufacturing, we're used to this type of concern and know any issue could affect the client's reputation. We immediately began an investigation.
Checking and Confirming Bathtub Waterfall Usage
When you hear feedback like "rusting," the easiest trap is to start doubting yourself right away. But experience tells us: questioning is natural, confirming is what really matters.
First, we asked the client for more details:
When and where was the waterfall installed?
What material are the pipes?
What's the water quality like?
How long had it been used before the issue appeared?
Could they provide more on-site photos?
At the same time, the client ran their own test. They took a PB16 waterfall of the same model from their warehouse and connected it to water under the same conditions to see if the problem would appear.
The test was quick. The new waterfall ran clear, with no signs of rust. This left the client puzzled: if the new product worked fine, what exactly was happening on-site?
When you hear feedback like "rusting," the easiest trap is to start doubting yourself right away. But experience tells us: questioning is natural, confirming is what really matters.
Product Issue Analysis
At our suggestion, the client communicated with the end user and asked for more detailed photos of the installation site. Before long, we received several high-resolution images, and after taking a closer look, we noticed one crucial detail.
The external water supply pipe connected to the waterfall wasn't made of quality PVC as expected; it was an ordinary iron pipe.
When iron pipes are exposed to water over time, oxidation and rust can easily occur. Once rust mixes into the water flow, it shows up as "brown water" at the outlet, creating the illusion that the waterfall itself is rusting.
To confirm our suspicion, we also asked the client to send us photos of the screw connections inside the waterfall. The pictures showed that the interior was still bright and clean, with no signs of corrosion at all.
In short, the issue came from the household's plumbing system, not from our product.
Client Feedback on Bathtub Component Quality Resolution
After we provided the client with our analysis, photo comparison, and explanation of the cause, they quickly understood the situation.
They replied: "We get it now, it's definitely an issue with the household pipe material. Thank you for your help."
The client also added: "Your professionalism gives me complete confidence and makes me even more willing to promote the PB16 series."
Bathtub Waterfall Rust Prevention Advice
Although we confirmed the issue did not come from our product, we did not stop there. To prevent similar misunderstandings in the future, we added a new module to our after-sales materials: guidance on pipe materials and rust prevention.
We now advise customers to avoid iron or galvanized pipes when installing waterfalls, spouts, and metal fittings to prevent water contamination and false rust concerns.(This is considered for long-term use.)
We recommend the following materials first:
1.PVC or PPR plastic pipes. They are lightweight, rust free, and cost effective. These are especially suitable for home bathtub installations.
2.Brass or copper alloy fittings. If a metal connection is needed for aesthetic reasons, choose corrosion resistant copper based materials and take steps to prevent galvanic corrosion.
During installation, please also pay attention to these points:
1.Avoid mixing different metals to prevent localized corrosion.
2.Use plumber tape or sealant at joints to stop water from seeping into gaps and carrying rust particles.
3.Make sure the piping system is thoroughly cleaned before closing up to remove debris and any rust particles.
4.In hard water areas, consider installing a water filtration system or a water softener to reduce mineral buildup and lower the risk of corrosion.
Besides these customer facing tips, we also improved our internal response flow. For this kind of complaint , we now follow three immediate steps:
| Steps | Description | |
| Product check | Verify production batch, material and test records to make sure the product itself is sound. | |
| Customer confirmation | Gather information about the installation environment, how long the product has been in use, and water quality to help pinpoint the issue quickly. | |
| Cause analysis | Compare the site photos provided by the customer with our factory standard samples to determine where the problem originated. | |
These updates help us avoid future misunderstandings and support our customers in protecting their brand reputation.
Hydrorelax thoughts
We understand our client's position. When their end customers complain, the pressure is on them first. That's why our job isn't to rush to prove we're right, but to help analyze the situation together.
That's how real partnerships are built, on trust, respect, and a shared goal of solving problems quickly and effectively.Many people think a factory's core strength lies in its products. But after years in the export business, we've learned that true competitiveness also comes from attitude.
A team that responds fast, stays objective, and communicates openly is the kind of partner clients trust most.
We're also grateful to this client for their cooperation throughout the process. This experience reinforced something we deeply believe:
When it comes to products, confidence comes from quality; when it comes to partnerships, confidence comes from patience.
Hydrorelax Final words
Today, the PB16 waterfall series continues to sell well in many countries, and we keep receiving positive feedback and repeat orders.
If you're looking for a reliable bathtub component supplier, or want to learn more about our waterfall designs and technical details, feel free to contact us anytime.
At Hydrorelax, we're always ready to respond to every partner's trust with patience, professionalism, and confidence.