Satisfied customer - excellent service

This case was about a fax machine bought from Dickens Stationers, Bisazza Street, Sliema. Frank Muscat wanted a fax machine with a caller ID so, before buying it, he specifically asked whether it was equipped accordingly. The reply was in the affirmative and this was confirmed in the instruction manual.

However, when Mr Muscat connected the fax machine to the telephone line, the caller ID system did not function. He called the proprietor of Dickens to inform him about the matter.

Without going into too many details, what matters is the positive conclusion of this case. This is worth highlighting due to the highly positive customer-oriented approach adopted by Joe Schembri, the proprietor of Dickens Stationers. He offered to supply Mr Muscat with a new caller ID. At this stage I must quote some excerpts from the satisfied customer's correspondence:

I felt rather guilty to have mentioned Dickens in a bit of a negative way. In fact when I arrived at his shop I told Joe (owner of Dickens) that I cannot accept the caller ID from him because I felt that the agents (V.J. Salomone) should have provided it.

It was at his insistence that I had to accept it. His reply was that I purchased this machine from him and he is responsible for after-sales service, irrespective of anything else. This is what I call true after-sales customer care. As a matter of fact, some time back I had an item which needed repairs. This was not purchased from Dickens but he repaired it for me just the same. Hence when I wanted to purchase this fax machine I went straight to him.

I therefore humbly apologise to Dickens for any harm and I strongly recommend him because he will not let you down. (Frank Muscat)

Now, in a 'one good turn deserves another' spirit I must feature a subsequent letter from the agents sent to Mr Muscat:

Reference is made to your letter dated May 13 addressed to the Customer Service Column of The Sunday Times and our telephone conversation of this morning.

As already explained over the phone, we apologise for any misunderstanding and inconvenience this might have caused. We confirm that we will pay Mr Schembri of Dickens Stationery for the caller ID he has given you free of charge.

I hope I have informed you sufficiently. Do not hesitate to contact me should you require further clarification. (Anthony Saliba)

Here follows the conclusion to the customer's letter which effectively closed this case:

This is what I call customer service from all concerned. I now consider the case closed. (Frank Muscat)