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Damaged Quartz Countertop Installed

3 years ago

I had a Lagoon Silestone Suede countertop installed yesterday. It is gorgeous! Unfortunately, this morning I discovered a chip on one edge and a lengthy crack on the underside of the 10 inch overhang that runs out from the chip.

I took pictures and videos of the install; sadly, the issue can be seen on the stone as it was wheeled into the kitchen, but was not noticed at the time.

The install manager is scheduled to be here Monday morning to assess the damage. What do you think? Any professional recommendation on options for this issue?

Comments (16)

  • PRO
    3 years ago

    There are resin/grout fixes for Silestone. Depends....

    So I would wait until the install manager returns to assess any structural issue.

    It also depends how much/little"flawless" you will accept.

    The chip seems more a stress extension of a crack that may have been there prior to polish or may not have been.....

    Chicken or egg and we don't know: )

  • PRO
    3 years ago

    IMO the chip is a fix but that crack is at best going to be filled and maybe it will work. I think a new slab with no crack is what I would want but it really depends on how much you are willing to bend. I think if the crack only shows when you are laying on the floor then a apatch could probably work

  • 3 years ago

    I appreciate the feedback. Should I be concerned about structural integrity?

  • 3 years ago

    I didn’t word that post about structural integrity above very well. I mean, could this type of crack, regardless of a fix, be a problem structurally, too?

  • PRO
    3 years ago

    That's what you will ask the install manager, who will most likely say "No" .....: )

    Let them fix, with the condition you need to be very very very happy. Get it all in w.r.i.t.in.g

  • PRO
    3 years ago

    " I mean, could this type of crack, regardless of a fix, be a problem structurally, too?"


    No.

  • 3 years ago

    Update thus far: The install manager was just here. He took pictures and said it looks to him like a manufacturer defect, but his company has to send the pictures to the manufacturer for assessment. We talked through the various scenarios from fixing to color matching then replacing this flawed piece or not being able to and having to replace all of them. He couldn’t speculate on what will be suggested as the solution, but he did say bottom line his company wants customers happy, so I feel like they will take care of me. It will just take awhile. I’ll post the eventual outcome. Thank you all!

  • PRO
    3 years ago

    I am a fabricator. This is a material defect from the slab manufacturer. Properly installed it will not cause problems. The end of the crack exposed in the edge can be repaired to be almost invisible (you'd have to know where it is and look for it). I would note that your tops were probably finished on a machine and then immediately prepped for shipping. If there had been any handwork following the machining the defect would've been noticed and filled at the shop. The fabricator will likely get a credit for the material on the job which makes giving you a discount painless. Getting additional material that exactly matches (assuming thats possible), remaking the part, removing whats already installed, and installing the replacement is a cost to the fabricator of at least 2 - 3000 dollars. Let him fix it and take the discount.

  • 3 years ago

    Update: the slab could not be color matched, so it would be a full new install or a fix. I asked for them to try the fix and give me a discount. They fixed it and are offering me $800.

    I sent them a this: My accepting the fix saves you significant labor and time costs. It is saving you from a repeat full install (remaking all the parts, coming back here, removing all of what is already installed, taking out the sink, hauling out the existing slabs, hauling in the replacement slabs, installing the replacement slabs, correcting any cut issues, putting the sink back on, cutting holes for the faucet and soap dispenser, adding seams and seals, adding the shims, gluing blocks, and cleaning up). In addition to saving you a full install, you have the replacement slab from the supplier, too. $800 is way too low.

    The reply: 800 is the cost we can offer due to it being the cost of the slab and it's a warranty issue, the other option would be to replace the countertop that would require waivers to be signed if there is tile going down to the countertops.

    Any advice?

  • PRO
    3 years ago
    last modified: 3 years ago

    The fabricator should have seen that issue and not fabricated the stone at all. It's on them that they did. Their "waste" of labor is their problem. I had an issue with Lusso with the same not pressurized properly in the Breton. My fabricator immediately called Cosentino right after delivery, and had the slabs replaced. They didn't fabricate it, and cost themselves time, money, and reputation. The fact that they didn't take care of the warranty issue before it became your issue, says a lot about them as a company.

  • 3 years ago

    Totally up to you. The fabricator is taking the $800 off his end. The material, if you go for the replacement will be a manufacturer warranty issue, and he will be fabricating and installing. He will get reimbursed by the manufacturer I am sure for some of that. If you feel the $800 is not enough let them replace it.

  • 3 years ago

    Definitely agree they should have seen it. I find it odd that they would rather do a full install than move up from $800. I would think that would cost them a whole lot more than $800.

  • 3 years ago

    " I find it odd that they would rather do a full install than move up from $800. I would think that would cost them a whole lot more than $800. "


    The 800 is what it will cost them most likey. They will warranty the material and get dollars from the manufacturer for the top, fab and install. The $800 discount saves them from the hassle as that would come from there pockets.

  • 3 years ago

    The manufacturer will not remburse any fabricator who installed that. Because they never should have fabricated it in the first place. What they will do is threaten to not sell to them unless they make the client happy. And give them new slabs. The fabricator will be wholly out of pocket on any labor to redo. Which will teach them to inspect the slabs better before cutting into them. Or installing them. They thought they could get away with one here.


  • 3 years ago

    I appreciate all the responses. Thank you all! Here is the outcome with the fabricator:

    I gave up at $900. It took considerable effort to get just that as they were adamant that replacing the slab was only $800 because the manufacturer would not give them enough to replace the entire job. They told the replacement did not match the other pieces, so I am guessing even if I wanted it replaced, they would have only installed the replacement piece and it would have looked much worse than getting it fixed. Lesson learned. Inspect everything BEFORE install. I am going to focus on the positives - the quartz is beautiful, the edge work and chip protection around the sink looks perfect, and the countertops overall really updated my kitchen!

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