Thanks so much for your inquiry.
From you described, it sounds like there may be an issue with your installation. We'd be happy to assist. For the pop-up drain, we do not recommend using Plumber's Putty - only the concave washer that is included with the drain. Also, we recommend a 5" diameter hole for your counter top, as the drain washers need to be pressed up directly against the sink itself and not the counter top. We'd love to assist you directly.
Please contact us directly at 800-775-0703 or via email at customerservice@kraususa.com and refer to case # 117310.
Thank you for sharing your experience with us and giving us the opportunity to remedy the situation.
Kraus USA