On a positive note

I am sure that, in the interest of the many consumers like me who read your column, you would be pleased to know and publish a very positive experience I had during these last few days.

I had been very keen on buying a DVD of a particular brand. However, the owner of the shop from which I intended to buy it was so rude when I gently asked a few questions to safeguard my rights as a consumer that I left the shop in disgust. My son recommended Exotique but, as the brand available at the Balzan branch was not as well known in my circle as others, I was slightly reluctant to try it.

My son kept insisting that Exotique could hardly be expected to put unreliable brands on the market. I ended up following his advice and bought a DVD they had in stock. Nadia, the smiling young lady in charge of the Balzan branch at the time I called, almost embarrassed me with the attention she gave me. She went to incredible lengths to ensure that I would not be disappointed.

I encountered some difficulties when installing the DVD and instinctively became frustrated. Nadia obviously found herself in an awkward situation. She consulted the proprietor who then took the trouble to come and talk to me. I must admit that I expressed my frustration in slightly unreasonable terms. Still, the proprietor promised a refund if the set did not work after being installed by one of the firm's technicians.

It was then Nicolai's (the technician) turn to further boost the firm's prestige as far as I was concerned. He came along to my house and, after the usual patient setting, the DVD started working perfectly. I then had problems remembering the few easy initial steps to start the film. I rang him but he was out. Mariella, who answered the phone, asked me whether she could help. I explained the problem to her and, here again, I was embarrassed by the patience she took to explain what I should do. I became slightly confused and, obviously realising this, Mariella talked to Nicolai on the phone.

She rang back with more patience and gave me further explanations. With my poor knowledge of these matters it was not easy for me to follow even simple instructions. She therefore arranged with Nicolai to come to my place again and explain to me on the spot. In the meantime I managed to find the solution about half an hour later. When I was about to ring Mariella about it, the doorbell rang and there was Nicolai. Further embarrassment came to me after watching the smile of satisfaction on his face when I told him that I had managed to find out where I had been wrong.

I have no intention of boosting the prestige, which Exotique already enjoys with the general public. I do however feel bound to publicise the attitude taken by these three employees as perfect examples of customer care. (Paul Vassallo)

I add my compliments to Exotique; this is not the first time they have been the subject of our regular "On a Positive Note" features.