After sales service

I refer to the letter by Simon Falzon (December 13).

Go Mobile would like to point out that it does not run an outlet in Psaila Street or in Paola. The outlets mentioned by Mr Falzon belong to an authorised dealer.

On the first day the customer complained about the phone bought from the dealer in question, Go Mobile promptly investigated the matter with the owner of the outlet.

Mr Falzon said that the phone he bought from the dealer in Psaila Street contained a number of phone numbers. The dealer informed us that when testing the phone, in the presence of Mr Falzon, he inserted a test SIM card to try out the phone before the purchase, as is normal practice. By mistake, the dealer copied the contacts of the test SIM onto the new phone.

Following Mr Falzon's complaint, the dealer explained to the customer that it was a genuine mistake and provided the reassurance that the handset was brand new. However, after complaining directly with our call centre on October 15, Mr Falzon's new phone was substituted with another new one - of the same brand and model. The new phone was collected from the dealer's outlet a few days later and we also confirmed with the customer that the situation was resolved to his satisfaction on October 21.

With regard to the voucher for a free Lm5 top-up, Go Mobile would like to state that this should not have been in the dealer's phone package as that particular offer had already expired.

A number of weeks after the handset was replaced, Mr Falzon reported his phone to be faulty. Erroneously, the dealer retained the faulty handset for a week only to inform the customer that this had to be taken to Go Mobile's head office in Marsa. Mr Falzon brought in his phone on November 29 and the following day our technicians identified some corrosion in the device. Mr Falzon was informed about this and he gave the go-ahead for the necessary repairs.

The repairs were made and that same day a Go Mobile representative tried to contact Mr Falzon. However, he could not be traced. Eventually, on December 2 Mr Falzon was reached and told to collect his phone. As per Mr Falzon's wish, the phone was delivered to our customer contact centre in Msida.

At this point, Go Mobile would like to apologise for the fact that the phone had not been delivered to the Msida contact centre on the Monday morning - in fact, the delivery was made on Monday afternoon. From this time onwards we tried several times to contact Mr Falzon but only managed to get through on the morning of the following day.

The Go Mobile representative who was following Mr Falzon's case apologised personally for not having sent the SIM card with the phone to the Msida contact centre. The representative told Mr Falzon he was ready to deliver the SIM card personally to the customer's residence to make up for the mistake.

Apparently, this was not acceptable to Mr Falzon who also complained that the original voucher given with the phone had expired. At this point, our customer representative offered a Lm5 top-up to make good for the expired voucher. Once again, the customer did not accept the offer. Our customer care manager called Mr Falzon and offered him a Lm5 voucher in lieu of the expired voucher and an extra Lm5 voucher for all the inconvenience caused. Once again, Mr Falzon did not accept this offer.

Mr Falzon insisted we meet up with him and offer him a new phone, adding that he would be ready to pay the difference. Go Mobile would like to point out that the phone had already been replaced initially by our dealer. Moreover, the phone was found to be corroded and was duly repaired free of charge, even though this type of fault would have invalidated its warranty. The phone is now in Mr Falzon's possession.

At this point, Go Mobile would like to apologise for any inconvenience caused to Mr Falzon and his son.