Phoenix Tapware Vivid Hand Shower V683CHR

We bought this as part of a set of Phoenix tapware. Overall, we are happy with the fittings bought, but people need to be warned about this product. It is designed to be removed and used as a hand shower. My expectation is that when the holder is moved, it should securely hold the shower head. That does not happen. If the handle is not placed at 90 degrees in the holder, there is a likelihood gravity will force it to fall. I contacted Phoenix. They told me to claim, I contacted the contractor. They put me onto the seller. The seller sent the same details to Phoenix I had sent earlier. Another person from Phoenix contacted me and requested a video. I set the video. I was told they checked it against the same model in their showroom and that it is normal behaviour. I asked, "why is there no warning". She passed the buck that it was the sellers job.