Our response to a Google review
We feel that it is necessary to respond to a recent review in order to tell our side of the story.
“My mother has been a loyal customer for over 20 years with Moss of Bath. Opting for supporting local rather than a national companies. The large expensive 55 inch Sony TV which she purchased 15 months ago suddenly acquired lines on the screen. Instead of the engineer, she was expecting, the Sales Director arrived at her home. His attitude was aggressive and he was extremely rude to my elderly mother saying its been damaged and there is nothing they can do. She was very upset by his visit and comments and quite shocked that he questioned her integrity in her own home. Is this the type of customer service you would expect to receive for being a loyal client for many years?? When the TV develops a fault it seems the retailer are both Judge and Jury. I certainly would NOT recommend this company…”
We were contacted by a customer who reported a fault of “lines on the TV screen” and we responded within 24 hours, visiting the client’s home *(free of charge)* where our Sales Director immediately diagnosed clear impact damage. He refutes the personal allegation that he was “aggressive and extremely rude” and says it was obvious the customer did not agree with his opinion. He did not “question her integrity” merely dealt with the facts.
A short time later the customer contacted the store to express disagreement with the diagnosis; by which time the photograph of the impact damage had been inspected by both our professional engineer and the Managing Director. There is a total of 100 years work experience between these three members of the Moss team and they have seen a great many impact damaged screens during this time, often assisting clients with insurance claims.
After explaining to the customer that the five year warranty is underwritten by Sony UK we forwarded the photograph of the damage to them. Our email and their subsequent response is posted here:
From: Sales (Moss of Bath) [mailto:sales@mossofbath.co.uk]
Sent: 19 June 2019 10:11
To: Nathan Cowling
Subject: Sony 55XF9005
Nathan
Please see attached photos of a Sony 55XF9005, serial number S016700353, purchased 29/03/2018.
Can you advise whether Sony UK would repair or replace under five year warranty?
Tim Moss
www.mossofbath.co.uk
From: Nathan Cowling
Sent: 19 June 2019 10:13
To: Sales (Moss of Bath) <sales@mossofbath.co.uk>
Subject: RE: Sony 55XF9005
Hi Tim,
Unfortunately this is clearly physical damage, as a result of this the warranty is voided.
If the customer wishes to proceed this would have to be on a chargeable basis.
Kind Regards
Nathan Cowling
Pacifica Group
Sony Team Advisor
Moss of Bath were not ‘judge and jury’ in this case. Had the television developed a technical fault our professional engineer would have inspected it in our city centre workshop. We cannot repair an impact damaged screen, it is uneconomical.
Moss of Bath has gained an excellent reputation in Bath, one built upon outstanding service, an unbeatable level of technical knowledge and 57 years of experience. We are particularly proud of the fact that many people have been coming to shop with us for years. We take complaints very seriously and often go the extra mile to resolve problems; however, in this case we are at a loss to know what else we could have done.
*Faulty products would usually have to be brought into store for inspection, we often make exceptions when it is considered difficult for the client to do so.*