On a positive note

I am attaching a copy of a letter I sent to Micallef (a watch shop in Zachary Street, Valletta) as I feel praise is definitely due.

The letter is about a dress watch which I bought and wore two or three times having had it for three weeks. A gem got dislodged from its face, rendering it unwearable. Admittedly, this was not a mechanical fault as is generally covered by a watch guarantee but I felt that such a defect should not have arisen in such a short time.

The local agents were extremely indifferent and informed me that nothing could be done as the guarantee was self-explanatory and hinted that this might have been brought about by my dropping the watch.

However, the retailer was extremely obliging and after struggling with the local agent (also to no avail), decided to purchase a new watch for me with a brand new guarantee, etc., in order to satisfy my requirements. I feel he was a gentleman and should be given due credit.

Many thanks for your good work and I hope you might find the opportunity to include my letter to Michael Micallef. (Martine Ellul)

Here follows the letter in question:

To Michael Micallef, of Micallef, stockists of watches/clocks:

I am writing to express my thanks and appreciation for the courteous and professional manner in which you dealt with my complaint regarding the ladies' wristwatch I bought from you in mid-June.

In contrast to the brusque and unfriendly attitude adopted by the local agent to whom I had also complained, your business-like and understanding approach to a genuine after-sales problem shows that good customer relations still exist and a satisfied customer is, ultimately, the best form of advertising investment. Thank you for agreeing with my request for the total replacement of the above mentioned watch.

You may wish to know that I am forwarding a copy of this letter to Mr Adrian Muscat Inglott for his information and possible publication in his weekly Customer Service Column in The Sunday Times.

Once again, a big thank you and please keep up your excellent after-sales! (Martine Ellul)

Indeed it gives me great pleasure to highlight such positiveness and I add my compliments to Mr Micallef. Well done!