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shalij01

My CRACKED NEOLITH

shalij01
hace 6 años

We installed Neolith countertops in our kitchen 2 years ago and as others have reported, we too have cracking. My counter cracked near the sink when a small wet pyrex container slipped out my hands while washing up ie. normal use in a residential kitchen. I now have further cracks in the corners around the sink.

I have been trying to work with the fabricator and distributor since October 2017 to get the situation rectified. The distributor: HG Stone in NYC has never returned my call or emails. They keep passing me to their internal fabricator/installer: Caayu. Caayu has tried to be responsive but its been 6 months now and my countertop still hasn't been replaced. I have had to do all the chasing with repeated phone calls, emails and text messages. There doesn't appear to be any regard for customer service.

Also as others have pointed out, while the warranty may cover a new slab, I still have to pay thousands to get the countertop fabricated and installed.

The product is not fit for a residential kitchen. I do not recommend that anyone consider it.



Respuesta destacada
  • PRO
    Joseph Corlett, LLC
    hace 6 años

    "Poor fabrication is exactly how Corian lost its standing as a luxury countertop material. DuPont had problems with their fabricators, told them they all had to be re-certified by them, granite was just coming out, most chose to go with granite and not be re-certified, and then bad-mouthed Corian."


    When DuPont decertified everyone and only re-certified those who attended Corian school, they lost half their fabricators, but warranty claims dropped by 80%. They also made you have a shop and a full time salesperson. Take notes Neolith. Had you spent some time in countertop history class, you wouldn't have to repeat DuPont's mistakes.

    Comentarios (25)

    • User
      hace 6 años

      Oh my. That is not good. I hope you are able to find a better resolution.

    • eam44
      hace 6 años

      I’m sorry you’re dealing with this. I wish you luck and perseverance. Thank you for the warning.

    • cyc2001
      hace 6 años

      Thank you for sharing your experience. This must be so frustrating and disappointing. I’m sorry this is happening to you and wish you luck in resolving it.

    • bubblyjock
      hace 6 años

      Thanks for sharing! Hopefully you get a satisfactory resolution. Reading about your bad experience and seeing those disturbing photos is certainly very off-putting for all of considering using this material as a countertop!

    • Bri Bosh
      hace 6 años
      That crack is almost as appalling as the customer service you’ve received...
    • pricklypearcactus
      hace 6 años

      Good luck and thank you for sharing. You make an excellent point that a warranty only covers the materials and not the extremely high cost of fabrication and installation. That is definitely not a factor I have even contemplated. Good luck and I hope that the distributor and fabricator get their act together and realize that word of mouth is very powerful and they may find themselves without customers.

    • highdesertowl
      hace 6 años

      Honestly, now that you know how this material performs, do you want to be back at this point in another two years? I would tear it out and install your favorite ANY OTHER surface. Or keep fighting to warranty replace the Neolith and plan to eat out; forever.

    • PRO
      Joseph Corlett, LLC
      hace 6 años

      shalij01:


      The radius in your sink corner looks too small to me. I'd look it up. If the radii are too small, that's fabricator error, not manufacturing defect.

    • PRO
      Anglophilia
      hace 6 años

      I had such high hopes for this product when I first saw it 2 years ago. But it appears that it really is not suitable for residential usage and that fabrication is still a major problem here in the US. So sorry for all your problems with what is a beautiful product where looks are concerned.

    • Mrs. Gopher #BringBackSophie
      hace 6 años

      I agree with Joseph

    • nosoccermom
      hace 6 años

      I cannot comment on this fabrication; however, I know that it's been used in plenty of European kitchens for years now.

      Radius is supposed to be at least 3 mm, 1/4". Also look at details for cutouts. There should not be any unbalanced weights, e.g. a short long piece (like behind a sink) that's attached to the remainder of the counter. The pic shows what I can't describe properly here:

      https://www.neolith.com/en/downloads/visor?descarga=000170

    • shalij01
      Autor original
      hace 6 años

      Thanks everyone for your supportive comments and insights. @Joseph - I am researching further into the radius on the corners, thanks for your input.

    • shalij01
      Autor original
      hace 6 años

      @nosoccermom - the technical specifications link is very helpful!

    • beth09
      hace 6 años

      I don't understand why your counter cracked from dropping a pyrex dish on it, when it's portrayed as rather indestructible. You are not the first, or second who has had problems. So was the demonstration somehow exaggerated? I wonder this every time I see one of these posts....


      I hope you get resolution soon, but I have to say, I agree with chocolatesnap.

    • PRO
      NEOLITH by TheSize
      hace 6 años

      Hello Shalij01, thanks for giving us all the information.

      We are
      sorry about your bad experience. Neolith
      is a very durable product but as with any material, it is important that all
      fabrication and installation guidelines are followed in order to ensure its
      technical performance.

      We have opened an internal case to
      understand the causes and come with a solution.

      Regards.

    • PRO
      Anglophilia
      hace 6 años

      I think the above post says it all; there are just not enough experienced, truly educated fabricators for Neolith at this point, in the US. Until there are, it's going to be very risky. It's one reason I decided against using it in my kitchen (very high cost was the other!).

      Poor fabrication is exactly how Corian lost its standing as a luxury countertop material. DuPont had problems with their fabricators, told them they all had to be re-certified by them, granite was just coming out, most chose to go with granite and not be re-certified, and then bad-mouthed Corian.

      As with so many things, proper fabrication is key.

    • Rita / Bring Back Sophie 4 Real
      hace 6 años

      And sadly, Corian has not regained its former position in the market. Many people see Corian and Formica as being comparable. I think Neolith is on its way to being seen poorly as well- an expensive mistake for homeowners who choose the premium priced product and a much more expensive mistake for a company unable to respond properly to the market.

    • nosoccermom
      hace 6 años

      Agree that training and certification is key.

      But in all fairness, European companies deal with a better trained work force. For instance, in Germany, anybody who works on your house (and is licensed) has gone through a 3-year or more formalized education (theory and practice), being trained by a master craftman/woman. So, electricians, plumbers, tile layers, painters, carpenters, roofers, etc. are all different specialized trades.

    • Margo Margolis
      hace 5 años

      shalij01-Thanks for your post. Who did the fabrication? Was the fabrication done by the distributor?

    • Margo Margolis
      hace 5 años

      shalij01 Do you have any updates as to how this is being resolved?

    • Margo Margolis
      hace 5 años

      shalij01 Is there an update ? Was your situation resolved? Please post or if you prefer you can email me _ margom@temple.edu

    • Rick M
      el último año

      Is porcelenosa slabs good to get ?

    • PRO
      Joseph Corlett, LLC
      el último año

      Rick:


      There is a propensity here on Houzz to believe that a certain brand doesn't have the same properties as all the other products in that catagory. Please don't make that mistake. Porcelain, sintered, etc.,; just like engineered stone, it's all the same stuff, no matter the brand.

    • Jana Jones
      hace 10 meses

      The most disheartening aspect is the company's lack of responsiveness. Many customers have reported difficulties in obtaining proper support or finding satisfactory resolutions to their concerns. This level of unresponsiveness has only added to the frustration experienced by those who trusted in Neolith.

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