Positively concluded cases - March 5, 2006

Lately, I have been featuring "Positively concluded cases". Indeed, this is a particular issue that is often brought up by consumers and traders with a particular focus on whether they should be featured or not.

The point is that, no matter how customer-oriented suppliers and traders may be, they can still find themselves in a situation whereby things inevitably go wrong.

In such situations suppliers must adopt a positive approach, look at the situation as an opportunity to make a positive impact on the consumer; and manage to sort out the problem.

Consequently, the customer ends up with a better impression of the trader than s/he would have got, had the bad situation never occurred.

To the managing director, Konica Minolta, Q Services:

I bought a camera (Konica Minolta Dimage E50) from one of your establishments on March 23, 2005. After a month it was not taking any charge and I inquired at the outlet in Birkirkara on May 17, 2005.

I was told that they did not have any chargers to test it on. Therefore they did not know whether the fault was coming from the camera or the charger itself. Due to this I was told that the camera would be sent abroad to be 'repaired'.

The salesperson gave me a repair chit (No.81) and told me that he would call me once it was repaired. Since I did not receive any calls, I called several times, only to be told that the camera was sent abroad and that I would have it shortly.

On July 6, 2005, I once again went to the Birkirkara outlet to enquire. I was given a replacement camera and I was told once again to wait. On one occasion I was even told "that I was lucky" that I got a replacement camera, and was retold I would be contacted once they received the camera.

Six months on from handing in my camera, still under guarantee, to be checked for a simple fault, I think it is about time you resolve the matter once and for all. (Eric Damato)

In response to my chasers I received this message from Konica Minolta Imaging Centre:

I would like to refer to a case you are dealing with now. You had been contacted by Mr Eric Damato on November 7, 2005, regarding the repair of his camera - a Konica Minolta Dimage E50 Serial Number 7154-5448. Unfortunately there were some delays as our supplier did not have the parts in stock for a long time, however this case has now been resolved.

The camera was returned to Mr Damato around Christmas time in full working order and all is fine. I have just phoned Mr Damato and asked him to contact you himself to advise you of the successful conclusion of this case.

Should you have any queries please do not hesitate to contact me. Best regards. (Adrian Leone Ganado)

Indeed, I subsequently received a 'thank you' letter from the complainant, Mr Eric Damato, wherein he informed me that Q Services gave him a new camera.

On my part, I thank Mr Leone Ganado for having positively concluded this case.