EU - question and answer - June 2, 2002

In last Sunday's article under the above heading one sentence read: "There is no specific EU law that specifies a basic two-year guarantee on products." This should have read: "There is no specific EU law on the standards of after-sales services, although there is an EU law that specifies a basic two-year guarantee on products." The part in italics was inadvertently omitted - apologies for any inconvenience caused.

Here follows this week's question and answer:

What legal obligations are there in the European Union regarding labelling on textiles?

Clothes manufactured in the EU, and indeed all textiles, must carry a label that indicates what fibres they are made of. If they include more than one different kind of fibre, then the label should specify the fibre content of each one. This law also applies to those cases where textiles form 80% of the product. Some examples are footwear, furniture, sunshade coverings and mattresses.

The intention behind the labelling is to ensure that consumers receive adequate information so that there will be no substantial national differences that will hinder the free movement of these products.

Footwear too must have a label that gives information on the water absorption and resistance of the shoe. Labels on footwear must provide information relating to the upper, the lining and insole sock, and the outer-sole of the footwear article. This law should start being applicable to Malta by the end of this year.

Production of clothes can also harm the environment if chlorine-based substances are released into the air and if water is polluted in the process. To this end, the European Union has a voluntary eco-label scheme which encourages the production of environment-friendly products.

I have established a meaningful dialogue with Elaine Cordina of the MIC and she has offered to answer any EU consumer-related questions you may have. If you do have any write to me. We can then share the answers with readers in our column.

Another one of many scams

First of all I must thank all those who send me copies of so many types of scams. Most of all I apprec-iate the spirit in which you send me the scams you receive to be able to warn others.

My name is Prince Dave Framo of a security firm/trust company in South Africa. In search of a partner abroad, your contacts were made known to me, hence I wanted to air my objectives to you directly for your kind interest and support in this regard.

To unfold the information herewith, during our annual review it was discovered that one Mr Benson, who deposited his personal effects with us, has not been claimed before his death (sic). However, what was discovered in two boxes were defaced sums worth 28 million US dollars that are expected to be claimed by any of his confidants.

Now I will need your aid to lay claims on these fund so that we can utilise the money as soon as you sign out this fund. The legality of the fund is guaranteed, as all the documents of proof will be submitted to you as a back up on the claims as a partner/confidant to Mr Benson. Once you indicate your interest in this opportunity I will guide you further information.

There is need for us to have a meeting so that we can acquaint ourselves better before executing the transaction as I wish you will desire. The mode of division of the sums would be 60% for me while you have 40%. Furthermore, I will be glad to have your personal phone line and fax lines. Looking forward to hearing from you immediately. (Dave Framo)

The reason why we do feature some of these scams is because we know that there are still persons who do fall for it. The problem is that such persons, quite understandably I must add, do not come forward to share their experience.

Environment NGOs' details

Recently we launched a consumer affairs magazine, Konsu, targeted at upper primary schoolchildren and we are very encouraged with the feedback. We have been working on another one, which will soon be launched, targeted at secondary schools (forms one to three).

One of the featured articles will be environment-oriented and we are including details of environmental organisations with a view to encouraging youngsters to join.

We invited NGOs to send us their details as follows: contact person, telephone number, e-mail address, Website address and postal address. We have obtained these details on BirdLife, Friends of the Earth, Greenpeace and Nature Trust.

If there are other environmental NGOs who wish to be included in the list, they are invited to e-mail the above details by Tuesday.

Positively concluded case

On Saturday, December 29, I attempted to log into the Internet using my ADSL modem. I have been on ADSL for quite some time. I was unable to log in. This was the first time this ever happened. I logged in using a dial-up modem account, got DataStream's telephone number from their Website and called the published number. The call was answered immediately. After I explained my problem, I was asked whether I was a business user. I replied in the negative. I was put through to another person (called Philip) and again I was asked whether I was a business user. Same reply. The person told me that an engineer would get in touch with me. I gave him my mobile phone number as the other line was being used by the modem connection.

Three quarters of an hour later, I phoned and Philip picked up the phone. I told him that I had not received any call. In what could have been a humouristic bout, Philip wondered whether the engineer was calling at that very moment. Not wishing to get into an argument over a stupid statement, I assured him that the mobile had been quiet all evening. He reassured me that the engineer would get in touch soon.

No one from DataStream ever made a call ...

1. I feel that asking me whether I am a "business client" is insulting. One gets the impression that if you are a home user you can drop dead, yet the monthly fee is still expected.

2. Not being given a service when one needs it beats the scope of having help desk personnel and engineers being "present" for the sake of occupying a chair at work rather than at home.

The fancy advertising, buzzwords and professional image goes beyond marketing, it lies in having the courtesy to provide a good and proper service. (Chris Bonnici)

I asked for DataStream's comments which I did receive but, before featuring them, I must carry some excerpts from a subsequent e-mail I received from a subsequently satisfied customer:

I feel that a follow-up on the recent events is necessary:

Today I phoned DataStream. Christopher Tirchett serviced my call and, although it took a couple of hours to resolve the problem, I was aware that a genuine effort was being made to arrive at a solution. I would like to thank Mr Tirchett for the support which scores full marks on my list. I only hope that the people at DataStream I dealt with (or should I say, should have dealt with) provide a service close to what I received today. (Chris Bonnici)

Here follow DataStream's comments:

With reference to Mr Bonnici's letter we would like to clarify the following:

1. DataStream Ltd provides telephone support to all its customers daily on a 24-hour basis. Support between 11 p.m. and 8 a.m. of the following day is restricted to business customer support.

2. Mr Bonnici's unfortunate incident happened on a Saturday when DataStream was moving its Network Operations Centre from our previous location in Birkirkara to a new location at Mriehel. Although we made every effort to ensure that the move had as little impact as possible on our ability to service and support our clients, it was unavoidable that our support capability would be somewhat impacted during the move.

3. Notwithstanding the above, Mr Bonnici's issue was dealt with to his satisfaction, as per the customer's e-mail to you (and copied to DataStream) dated December 31.

While hoping that the above is to your satisfaction, kindly do not hesitate to contact the undersigned should you require further clarifications. (Ing. Jason Vella, Snr, client account manager, DataStream)

I thank and compliment Ing. Vella on having positively dealt with this complaint. We have yet another satisfied customer - former complainant.

Excellent delivery, excellent service

As they aptly announced on Euronews, the three 'Baltic countries' retained first place for another year in the Eurovision Song Contest. Indeed the Baltic countries, including Latvia, are proving to be a strong lobby. As we followed the voting, we were leading for a long time. However, as was clearly demonstrated, in the final reckoning the Baltic lobby determined yet another Baltic victory.

Ira Losco gave them a jolly good run for their money. Moreover we were among those countries whose number was a song rather than a fancy circus act. Let's face it, after all, it is supposedly a "song" festival. Well done, Ira. Your mission was to sing a song. You sang it like an angel, and you proved to be a true winner. We are all proud of you.