Dealing with complaints can be frustrating and drawn out. However we must persevere. Here follows a case which highlights the importance of perseverance which, in the long run, pays off:
To the chairman, Enemalta Corporation, Gas Division:
I refer to my letter dated March 20, 2005, copied in to the Malta Resources Authority, to which I have not received a reply. Your customer care leaves much to be desired.
I am writing again to complain about the fact that I phoned up and ordered a gas cylinder fourteen days ago. I even reminded the driver about my order a week ago when I met him in my neighbourhood.
To my utter disgust and annoyance, the situation has been persisting since April 2004. I cannot understand why a driver is not accountable when a permanent secretary and a minister are accountable. I shall not repeat the facts already pointed out in my above-mentioned letter.
As it appears that all my numerous previous complaints have been ignored, I am sending a copy of this letter to The Sunday Times and to the ministry under whose responsibility Enemalta's Gas Division falls.
In the meantime, I am still without my gas cylinder. I am now expecting you to take action and see that the said cylinder is delivered without further delay. I cannot understand that something so simple and basic like a gas cylinder (which used to be delivered without any fuss by our previous supplier) should entail so many phone calls and letters of complaint such as this. (Joseph R. Farrugia, June 17)
On July 3 we copied this letter to the chairman of Enemalta Corporation and asked for his comments, to no avail. On August 10, we sent them another copy, another reminder, and another request for their comments, to no avail. On September 21 we sent yet another copy of the letter to the chairman and a request for their comments, still to no avail. On November 2, we sent yet another copy, reminder, etc. This time we received the following acknowledgement:
The chairman acknowledges receipt of your letter dated November 2, regarding delivery of gas cylinder to Mr Joseph R. Farrugia. (Ms. P. Vassallo, f/Chairman, November 3)
However the gas cylinder was still not delivered and on December 21 we sent yet another copy of the June 17 letter to the chairman, another request for their comments, another copy of the letter, another reminder and request for their comments, still to no avail.
On January 7, we sent them another reminder, etc. and a few days later I received the following letter:
Just a short note to inform you that, after giving Mr and Mrs Farrugia their gas distributor's contact number, they were supplied with their cylinder.
I have also spoken to Mrs Farrugia to ensure that they are being serviced. She is to contact our Customer Care section should she or Mr Farrugia encounter any problems in the future. (Antoinette Zahra, customer co-ordinator)
While thanking Ms Zahra for her co-operation, I take the opportunity to encourage you not to give up in such situations. As can be seen, perseverance pays off in the end.
However, although you have seen the extent to which I chase suppliers and traders, I must ask you not to leave all the chasing to me. In many cases my chasing, as shown in this case, is still not enough. If you too send frequent reminders like I do, the likelihood of the respective suppliers/traders succumbing to the pressure is doubled. In this context I look forward to being in a position to rely on your back-up support.