On two positive notes

I am writing to you regarding a commendation, rather than a grievance. My mother was given a Zanker washing machine without an instruction book and with a front panel with German instructions. She visited the ITC showroom in Blata l-Bajda to ask for help, since they are the Zanker agents.

Unfortunately, this particular Zanker model is no longer manufactured but the staff members whom she dealt with were very helpful, going out of their way to accommodate my mother.

She was asked to draw the front panel with the entire wording so that they could translate them with all the relative instructions to use this appliance.

Now, how's that for service? I was so impressed with their helpful attitude that I wrote them a letter thanking them for helping my elderly mother. I also thought that you and your readers might like to hear about it too!

Your column is doing, and has done, a lot of good to improve consumers' service. Though there is still a long way to go, it is refreshing to read when a case is satisfactorily resolved or when an outstanding service is offered, as in this case.

Thanking you for all the worthy work you do. (Ray Cassar)

While thanking Mr Cassar for his positive letter, I add my compliments to ITC on having made such a positive impression on his mother. It is always encouraging when I receive such letters. Indeed, on April 25 I asked readers to catch them doing something good as our positive notes file was empty. Now I am in a position to feature two positive notes:

I would like to thank the Consumer and Competition Division, particularly Angela Li Destri, for the successful intervention in my case. Your readers may be interested.

We ordered some furniture from a local supplier with an Italian name. The invoices were also written in Italian. The furniture was completed and installed three months late. It was obvious that the doors, chairs, and table were imported while the furniture cases were made in Malta to a lesser quality.

After a meeting with the supplier where this was both denied and confirmed, the supplier chose to take me to court for the remaining payment. I contacted the Consumer and Competition Division where initially a case was opened. However, finally the supplier agreed to take back the offending furniture and to return the corresponding deposit.

Our thanks go to Ms Li Destri who helped us deal with a difficult situation. (Joe Attard)

Yes, indeed I happen to know Ms Li Destri and I can confirm that she is very helpful. We worked together in what used to be the Consumer Affairs Department in Old Mint Street, Valletta. Well done, Angela!