On a positive note

I wish to publicly thank Mr Joe Deguara of Jack Frost Frozen Foods Manufacturing Ltd for the way he handled my complaint regarding one of their products.

Apart from the cordial way he dealt with my complaint, Mr Deguara was prompt in resolving the matter. In fact, as soon as I contacted Customer Care, he immediately called to reassure me that my complaint was justified. He added that the matter would be investigated and I would be kept informed of their findings.

Not only was he willing to reimburse me, but he was so kind as to send me a handsome voucher to buy any products from their outlets. However, on realising that the outlet from where I bought the item in question is limited for choice, Mr Deguara said he would send me a hamper of their products covering the value of the voucher I was given.

This is what I call customer care. (Emily Caruana)

I daresay this is one of those situations wherein the customer gets a better impression of the supplier than he would have got had the bad situation never arisen.

Indeed, as I often suggest, suppliers ought to adopt a policy to deal with such problematic situations accordingly.