Faulty airconditioners

Lately we have given this issue the importance it deserves, particularly since resort to the Consumer Claims Tribunal is supposed to be the ultimate course of action for bitten consumers in their efforts to obtain what is theirs by right.

On a positive note, my new policy, whereby I expose defiant traders/suppliers who do not respect the law, has proved to be effective. I have been informed of another case referred to me involving Iceberg Refrigeration Services Ltd and a consumer, John Busuttil (decided on July 15), which has now been honoured by Iceberg. However I must feature another case involving this company (IRSL):

Here is the story of our beloved air-conditioning system, which we bought from IRSL. on July 15, 2000. After deciding on what we considered to be the best system around, we paid a deposit to the company. We then agreed with them on the date of delivery and installation. This cost us five vacation days (wasted) and numerous telephone calls as they kept promising a date and time but never turned up.

Yes, on five occasions they failed to turn up and this varied from waiting for them from eight in the morning till six in the evening. Every time we called them on the phone thay would say "Yes, in an hour they will be there". But they never arrived.

In the end IRSL offered us an alternative, whereby they gave us a name and telephone number of someone who might install it for us. We agreed, and, as compensation, they promised us the first service for free. So the unit was delivered the next day and in two days it was installed and running smoothly.

Alas, two years later, in June 2002, we called them to make arrangements for an appointment so that the first service is carried out. We were again promised a date and yes, you guessed - the technician did not turn up again on two separate occasions. Finally, on July 15 he turned up and carried out what they seem to call a service.

Since that day the air-conditioner has not worked as it used to. In fact on August 9 he called again but the air-conditioner remained the same. My friends who have an air-conditioning system boast that they set the temperature at 25°C and feel cool. We set the temperature at 18°C and sweat like we are in hell. The technician said that maybe it will settle down in due course. However we do not believe him and we gave up trying to get him back.

This year we gave it one last shot. We called the company again on June 12 and they promised to call us the next day for an appointment. Again, no one called so on June 16 we called back and we were told that on June 24 the technician would visit us at 8 a.m. sharp. On June 23 we called again to confirm that he would definitely turn up as, since we both work, we have to make the necessary arrangements. We were then informed that the technician would call at 3 p.m. We politely asked that the time remained as promised (8 a.m.) since we had already arranged for vacation leave. We were then informed that they would call us back to confirm this arrangement. This call never came, even though we called twice for an answer.

Today we waited in vain at 8 a.m. Obviously the technician never came. We were informed that they could not get through to him on his mobile. Surprisingly, however, when we cancelled the afternoon appointment, they managed to get through to him and informed him immediately. So we are now offered the option (if we take it up) of waiting another week hoping and praying that he will turn up.

We consulted the Office of Fair Competition who informed us that we could lodge a complaint but we have to keep phoning every day even if it would mean using up more vacation leave for nothing, as they would only investigate if the air-conditioning unit remains faulty... (Martin Darmanin)

On July 7 I asked Iceberg for their comments to no avail. I sent them a reminder on July 22 and September 9, again to no avail.

All I can add to this is to appeal to Iceberg Refrigeration Services Ltd to sort the matter out with their customers.