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We purchased a Silestone quartz surface countertop in 2002 with a ten year warranty. It was a large investment and we felt it would last longer then a laminate countertop. However, we found a defect in the stone (chip) within six months and now we have two cracks and a seam that is easily noted.
The installer said not to worry about the initial chip in the countertop and said we had the ten year warranty to do anything about it. The choice I had was to drill a hole into the countertop and replace the area where the chip is in the countertop and I was afraid it would look worse then it does now.
We contacted Home Valu in the summer of 2007 and they sent out the installers who actually sent the pictures and description of the cracks to the Silestone warranty department. In September 2007, we received a letter from Oscar Jimenez, General Manager, stating the cause of the cracks was due to "settlement of your home" and would not be covered under the Silestone Limited Warranty. Our house was fifteen years old when the countertop was installed and this would not be an issue. I question if I would put this product in a new home since homes do settle in the first year. We have placed no heated objects on our countertop, however, one crack is close to the dishwasher.
I have been in contact with Home Valu, where we purchased the countertop, and they contacted Silestone also. Home Valu manager said a Silestone representative was to call and set up at time to look at the Silestone countertop in our home, however, we've never heard from them (September 2007). I have my third call to Home Valu to inquire why we have not heard from Silestone.
Silestone is an expensive product and in my opinion, Silestone is not living up to their warranty. Unless they change and honor their warranty, I would not purchase this product. I would also be concern placing this product into a new home due to the Limited Warranty which Mr. Jimenez stated would not cover "cracks due to structural movement, settlement of your home, building etc.
I am the original posted message and I am providing an update. With the help of great personnel at Home Valu, Silestone will be honoring our warranty. I am grateful for this since the cracks have extended across the counter and it now catches dirt and shows more. I hope the new counter-top will not have any issues.
Thank you Home Valu for your assistance.
The complaint has been investigated and resolved to the customer’s satisfaction.
We purchased a new home in 2004 with Silestone countertops. In early 2005 we found a crack over the dishwasher. The original installer came back and did a repair. That lasted a few weeks then the crack returned but we have not been able to get the installer back. We contacted the local Silestone office and they finally got another installer to visit our home.
He wanted to put in a new countertop that we would pay for since he said it would be impossible to match the rest of the counter if he only replaced the cracked piece. Then he seemed to disappear.
We now have contacted a third installer who is working with Home Depot. He came looked and discovered another crack that would now require them to replace the entire countertop. Like all the other posters we have not done anything to create these problems other than normal usage of a countertop. After four years of runaround by various people representing Silestone I am ready to bring a class action suit against a company who refuses to honor their warranty.
If anyone would like to join me please send me your information and the problem you have had with your countertop. I work with a lot of attorneys and feel that we could find someone willing to tackle this issue.
Thanks, John Beane and send emails to jbeane@johnbeane.com
I have sileston countertops. I AM VERY UNHAPPY WITH SYLESTON. This sileston surface was suppose to be right under a diamonds in hardness. THIS IN NOT TRUE. Sileston chips with a bump of a pot. The colors are grest but, I will go back to a laminate. The laminate in the hous I bought had been here 40 years, no cracks, no stains and now after spending 5000. I have chips and yes there is a warrenty but I have to take time from work. I would not buy silestone if you are looking for new kitchen surfaces.
Thank you all. I was considering using Silestone for my countertop. You made a believer out of me - I'll be sure not to use it. And yes, I have also vowed never to use Home Depot again for any type of home improvement, I also had a bad experience with them. To their credit, they did eventually rectify the problem after several attempts and phone calls. Try your local "call-for-action" or otther TV news complaint help-line service.
We installed a very dark color Silestone from Home Depot 2 years ago. We are very pleased with it. It was installed properly and it does live up to its reputation. We haven't had to make any kind of warranty claim but I would submit that a complaint page such as this only gives one side of the story - only those unhappy with it are motivated to record these experiences. I suggest that a great many folks are very happy with it. If it weren't so, Silestone would quickly stop selling it. I recommend addressing these issues in writing with Home Depot before they install. If they will not agree to honor these specified issues in writing, check with a different store. One bad store does not, a bad chain, make. Anyway, I thought you should all know that we are very delighted with our Silestone counter tops. Its beautiful even after putting hot pots on it without a pad, cleaning with Windex, etc. Really no negative issues to report. It truly is maintenance free.
Home Depot is the worse, the worse. We installed Silestone in our kitchen about 1 year ago. It looks beautiful until we realized that it was scratched (days after the installation). Since it had the warranty..., we did not worry thinking we would call them and they would came out and maybe polish it or something like that. Not at all, it took an array of phone calls to every inept employee in Home Depot, including the so call mgrs. The issue was explained at least 10 times (I consider more than 2 times too much). I asked several times to speak to the mgr of the store and every time I was told he would call within 24 hours and up until now, I am still waiting for their call. I was so upset with them that I stop calling and my wife took over the attempt contact. She was bounce around so much that she gave up as well. She even suggested that we would look for outside help to repair the countertop, but I was determined to make that warranty work. To make this very long story short, it is almost a year and they have not cover the warranty. one employee even call me at one time to ask me what I wanted because her mgr told her to call me to find out ( %$OI$UO#$ ) yeap!...I almost pull the hairs off my skull. I told her to let her mgr know that unless it was him calling me, to not send anyone else anymore to do his job and I hung up. Weeks later I rcvd a letter from Home Depot telling me that scratches were cover under the warranty and they provide tips about the care of the stone. I was furious and ready to go the stone off my counters, and take it to smash it in their customer care desk, but my wife stop me and we left it like that. She said my health was not worth their millions and since then, we are always telling people about our experience and how bad they are. We lose no opportunity to tell everyone that is willing to hear it. We are trying very hard not to give them business at all. I have not given up and I know one day, there will be a collective lawsuit against them and I will be part of that. SF
I installed silestone just over a year agao and also have chips, scratches and discoloring. I am contacting Silestone to request a resolve as Home Depot has been less than helpful to this point. I will post my experience.
We purchased a Silestone countertop through Home Depot and it was installed by Silestone if Atlanta. We have had several problems with Silestone of Atlanta and do not want to deal with them. Their installer did an improper job and their representative gave us the run-around. We had a large area of counter unsupported behind the sink and the installer propped it with two "sticks" (1/2 x 1/2) thinking we would never see it. When we where finally able to convince someone else from Silestone of Atlanta to inspect the work He agreed that is was poorly done and fixed the problem. This was the worst issue.
We where told by the representative that the countertop is so hard it will dull your knives, yet about a week ago when unloading the dishwasher we accidentally hit the counter with a glass "glass" and the glass is fine but the countertop chipped. I called Home depot and told them what had happened and told them I was concerned that it had chipped so easily and wanted to find out if it could be repaired. The only thing Home depot told us was that the same installer who tried to hide a poor instillation us would fix it for 75$ when he was "in the neighborhood" and no explanation was given as to why the counter would chip so easily. We where also told that the warranty does not cover chips!
I had a Silestone countertop installed in my new home in 2007. After a year of use, it showed circle marks everywhere and it is completely cloudy. The product has made my once beautiful kitchen into an eyesore. I get so mad everytime that I look at it when the light shines in from the windows.
Silestone warranty is a bunch of garbage! They will find any excuse that they can not to honor their warranty. Apparantly all problems are because of something that the homeowner did to the countertop. I am absolutely furious, and I am planning on putting a monstrous sign out front of my house about the inadequacies of Silestone! Don't install it in anything at all!