Copper Cylinder Reviews 

Reply from Copper Cylinder

Nov 29, 2021

I was gutted to read this after speaking to this customer about it and offered what apologies I could give.

We've sold 150+ thermal stores since 2015, all with manufacturer-standard 2 year warranties against defects. I was so sad to hear this customer had a problem with the cylinder outside of the warranty, the first case I've had of this happening with one of our thermal stores. There was very little I could do, the warranty date was clear, I couldn't offer a free replacement as much as I'd have loved to, but totally understand the frustration of the customer who very reasonably expected a longer life time for his thermal store.

I don't know the nature of the leak or how it had been installed, I just know this is the first time this has ever happened with a thermal store since we began selling them.

Reply from Copper Cylinder

Mar 1, 2019

You have been warned. Unfortunately, John Roberts of JCs Property Ltd of Walsall, was the worst customer I have ever had to deal with after 7 years of delighting customers (see below and https://www.coppercylinder.co.uk/reviews/).

I am so saddened to see this review from what proved to be a very difficult person to deal with. I always endeavour to achieve top notch customer service and therefore this review is heart breaking.

Let's begin.

"My company JC's bought a cylinder it leaked there began the problem"

Customer ordered 14/8/18 and received his cylinder 16/8/18, made to a diagram provided. Four months later on 3/12/18 the cylinder was reported to be leaking "behind the lagging" but no photographic or video evidence could be supplied. Despite this, we took it upon ourselves to REPLACE IMMEDIATELY, no questions asked - most manufacturers will expect payment for a second cylinder and return payment upon delivery of the alleged faulty cylinder back to base, after it has been tested. We wanted to help out Mr Roberts and a replacement was sent 4/12/18 for delivery 5/12/18, two days after the initial leak report.

Here began the nightmare of trying to collect this cylinder from Mr Roberts/his customer. The day he received the replacement cylinder he sent me a picture of the delivery box, which admittedly had a split in it, but the cylinder itself was undamaged. One of the connections was supposedly not to spec compared to his diagram, when asked which he replied: "twenty to five on a clock position on the original cylinder looking at it on the front face. The replacement cylinder was a quarter to five position and slightly lower on the cylinder on the right hand side of cylinder tapping". So while twenty two and quarter to seem fractional, we accepted it was out and we asked for his invoice for the installation work carried out and to alter the connection so once the faulty cylinder was returned and tested, we could look into compensating him.

We rarely get things wrong but when they do go wrong we pride ourselves on getting them resolved as and when is possible. We received his invoice 13/12/18. In January he asked why his invoice hadn't been paid, when we asked him whether the cylinder had been collected so it could be returned to us for testing he stated "leaving the cylinder for collection in the customers garage collection was not our problem". Despite this I maintained communication with him every time he got in touch and tried to keep him informed. Finally we were able to get the cylinder back, test it, and while we have no evidence to prove it was a manufacturing defect (it could have been damaged by the courier or even him upon install) we paid out the invoice as requested.

"I would not give them any rating more than minus 19"

I think this is unfair given we provided an immediate replacement to an alleged damaged cylinder and we paid an invoice upon (eventual) receipt of the alleged damaged cylinder, and we ensured regular communication throughout.

"the replacement cylinder had the tapping set at a different positions which required altering"

This discrepancy was compensated for, in full, despite it being "twenty to five" vs "quarter to five", which is minimal.

"the business was charged a nominal sum of £210 payment within 7 days from the 13th December 2018"

To ensure compensation, we asked for the cylinder to be returned to us for testing (at no cost to him, we were paying for the collection) before we could provide payment.

"it has taken till the 25th January 2019 to receive a payment"

This is because we didn't receive the cylinder until only a few days before then.

"original payment is being check which business received it against a company which refunded it?"

I am unsure what this sentence means, and unfortunately this is a reflection of the style of Mr Roberts' communication throughout the transaction.

"the company whom we did the business appears not to be the one we did business with when we have full information we will inform the appropriate body H.M.R.C. will be informed"

HMRC are already well informed but I'm very happy to explain to all. "Goodwinnovations Ltd" operates the website "coppercylinder.co.uk" - we don't manufacture cylinders, instead we have agreements with manufacturers, due to the amount of cylinders we purchase. So a customer buys a cylinder from us, we order it from a manufacturer, and they send it out. Our terms and conditions remove our liability if a product is determined to be faulty, and the manufacturer steps in to resolve any issue. As they did with this one upon receipt of the cylinder, paying Mr Roberts' invoice.

"buyer beware you have been informed our product was not fitt for purpose"

We accepted that the first cylinder provided seemed not to be, which we resolved immediately, and then paid compensation to resolve, yet we still received this review.

"our ipod has all the details and video showing the state it was received upon delivery"

The replacement cylinder was installed and is working fine as far as I'm aware

"could rant on all day"

I have no doubt

"please check it out you have been warned"

Please do check us out, check our other reviews out (https://www.coppercylinder.co.uk/reviews/), give us a call on 0113 871 5 871 with any queries we're always here to help.