Positively concluded case

Here follows correspondence exchanged between Jacky Menhennet and Anthony Barbaro Sant, senior communications manager, Maltapost plc:

I have read many letters of complaint about Maltapost's services recently, but I think this one is going to take the biscuit.

This year I've lost a number of parcels sent from the USA. One was a set of seven educational DVDs costing $248. Lost not once, but twice over the last five months. My tutor sent a replacement set in three different packets last March and two of those packets are still missing. A monthly magazine I subscribe to turned up last week - the October 2004 issue mailed in September.

So when our postman told me yesterday there was a parcel for me at the post office, I was relieved, but apparently he had not been given the notice for me to go and pick it up. I had to wait until today for that.

Today he again said he didn't have the notice, but it might come tomorrow! I decided to call Zurrieq post office to check, to be told there were three parcels waiting for me. When I went to pick them up, Tarcisio Falzon, the local postmaster, told me the parcels had been there for days and that he had sent notices to me for each. Luckily, we have this very efficient gentleman taking care of our mail who kept these parcels aside for me.

It's bad enough going to pick up a parcel, only to find a queue of people paying bills and having to wait for what seems like hours for your turn. But it's something else entirely when you have to phone the post office just to make sure there isn't something waiting for you that you knew nothing about!

One last thing: Can you tell me the procedure for distribution of parcels? I have had USPS parcels reach me in a variety of ways

a) arriving by hand at home;

b) having to be picked up from Zurrieq; and

c) having to be picked up from Qormi.

It would be good to receive an answer from you - let's hope it arrives safely! (Jacky Menhennet, June 1)

Mr Barbaro Sant effectively took the matter in hand. Here follows a letter from a formerly dissatisfied customer and currently a satisfied customer, thus confirming Mr Barbaro Sant's, Rose Abela's, and Joe Armeni's customer orientation:

It was a pleasure meeting you and your colleagues this morning. It would be a much better world if everyone were to sit over a coffee to discuss differences and problems!

I must say I feel a lot better about having materials sent to me now that I know which method would suit me best.

I thank you, Rose Abela and Joe Armeni, for taking time to talk to me out of what I'm sure are very busy schedules. (Jacky Menhennet)

I compliment and thank Mr Barbaro Sant and his colleagues.