Shocking After Sales Support.
I am writing totally disappointed with a supposedly reputable firm, Fire Group Edinburgh, whose ‘after sales support’ is absolutely shocking. I sincerely hope the owners of Fire Group and anyone else who has money invested in this company reads this.
In September 2012, in good faith, I purchased, a marble fire place.
It was fitted on the Friday 2nd of November, again, in good faith signed for it.
The following Tuesday when I removed my brass fender, which the fitter had put in place, I noticed damage on the underside edge, (it was approximately 20mm long 3mm deep and looked like and felt like someone had tried to smooth it down).
When I looked at the piece of paper which I signed on completion, I noticed that I should have inspected each part prior to installation.
This was not possible as the first time I saw this piece of paper was when I was given it to sign, by the fitter, when the fire place was fully installed and my brass fender in place.
At no time was I instructed by Fire Group or the Fitter that I had to carry out this inspection.
I immediately phoned only to be told that Fire Group could not do anything until the fitter had assessed the damage.
The fitter came on he 16th November and not only agreed it was damaged, he also, without prompting from me, said it looked like someone had tried to smooth it down.
He said once you know the damage is there, your eyes are drawn to it.
The fitter said he would report back to the supplier I phoned Fire Group the following day and I was basically told, by the manager, that as far as Fire Group were concerned the fire place was fine when it left the warehouse.
I took advice from Citizens Advice Bureau who advised me to send a Registered Letter detailing my concerns and also to say that I would like a reply within two weeks. My letter stated that I would never have accepted the damaged marble if I had been given the chance to inspect it. On these grounds I asked for suitable compensation for the damage. I quoted the law which states ‘Under the Sale of Goods Act 1979 (as amended) goods you supply must be of satisfactory quality. ’.
After two weeks I received no reply so I phoned on the 12th December. I was told by one of the managers he would look into it and phone me back the following morning. I received no phone call, so I called and was put through to another manager; she said that she had sent a letter of reply, on the 27th November. When I said I had not received the letter she said she would send another one.
Again I went over my concerns with her to be told again, as far as she was concerned it was fine when it left the warehouse. I said that it sounds like, even if I had been given instruction to inspect the fire place prior to fitting, and had found the damage Fire Group would deny responsibility anyway as, Quote “as far as Fire Group were concerned it was fine when it left the warehouse.
I asked if it was inspected before it left, she said it was. I asked her who inspected it she could not tell me, I said I found it strange that she said it was inspected prior to leaving the warehouse, because they sent a marble backing that was totally different from the rest of the fire place and the fitter had to return to the warehouse to change it.
It was obvious from this fact no inspection was carried out, as it was allowed to leave the warehouse with different types of marble.
I also asked why, if all along Fire Group were not going to accept that the damage occurred in their warehouse, what was the point of waiting for the fitter’s assessment. She said it was in case it was a ‘fossil mark and not a chip’. This was total insult to my intelligence.
After listening for 10 minutes to lame excuses, basic waffle, and obvious untruths I hung up shaking my head. I am no further on with this. This is a classic, I’ve got your money so, tough luck.
I honestly don’t know what to do next. But I promise that once I receive the re-sent letter from them I will type up in full and add it as another review. Read More