Mowbray Fireplaces - stove warranty and service guarantees

We wouldn't insult anyone's intelligence by maintaining that nothing unexpected ever happens on a job, or that issues or concerns never arise after it has been finished - real life is just not like that, however hard you try to avoid such situations.

Nor are we going to try to impress you with a load of spin that just amounts to a restatement of your consumer rights under existing law, which are plenty powerful enough for most circumstances anyway. What matters is how we respond to your concerns as much as what your rights actually are.

You will have full manufacturers' warranties (minimum 12 months) for all new products and appliances supplied by us, together with our 12 months warranty on workmanship and materials for the installation work that we carry out.

In addition, for the first 12 months we promise to act as the first point of call for any concern, whether it is a warranty claim or not, that you may have. We will not just expect you to call the manufacturer and take it up with them yourself, but will promptly revisit you ourselves to assess and, if appropriate and possible, rectify the situation straight away. Only if we cannot resolve the issue ourselves will we bring the manufacturer in.

At this point we may ask you to contact the manufacturer direct. If an appointment for a site visit is needed, this is much easier to do if they are directly in touch with you themselves. However, if it is needed to expedite things, we will also speak to them on your behalf, and will stay in touch with you and them to ensure that the manufacturer addresses the issues in a timely and responsible fashion, intervening on your behalf as required.

This isn't just a corporate "Mission Statement", a pie in the sky promise that looks good on the wall at Headquarters but means little in reality. We make this promise because it is what we actually do - it's not a special response, it is how we work anyway. In fact, before writing this paragraph, I have gone round asking everyone I can find how they respond to customer's concerns after installation, just to be sure of the truth of this whole section.

After the first 12 months, we will still respond in the same way, but would make a service call charge as appropriate if you wished us to revisit you. Phone calls to chase up manufacturers and harass their service organisations would, however, continue to be free of charge, within reason, for the life of the product.

You are at all times assured of our best efforts and attention to obtain a long and trouble free service life from the products you purchase from us.

Mowbray Fireplaces 2007