On December 27, 2005, I bought a pink Motorola V3 mobile phone (serial no. 358024004150445) from the Valletta branch of Cellphone, where Johnny Pisani is the salesman. Please find enclosed a copy of the receipt.

A few weeks after buying the mobile phone, the screen display just blacked out, unprovoked. As Mr Pisani very well knows, I promptly returned the mobile phone for repairs. I was told that the problem was a fault in the program. The cellphone was reprogrammed and I was assured that this should solve the problem.

Of course, my getting the mobile back involved repeated phone calls. I was always told that the salesman would let me know when it would be ready. He never phoned. None of my phone calls were returned.

A couple of months later, I believe in April, patches of the display blacked out again this time, the screen returned to normal on switching off the device. I did not report this incident to Mr Pisani.

Yet again, on June 24, a similar screen black-out occurred. The mobile was returned to your outlet and reprogrammed (with considerable delay), hopefully for good.

On July 30 a screen black-out again occurred. I phoned Mr Pisani the following day about the fault and returned the mobile to the Valletta outlet on the August 2. This time I refused to have the Motorola reprogrammed, as it was clear to me that the phone was faulty and past experience had shown me that reprogramming was only a very temporary solution.

I requested Mr Pisani that the product be replaced with a new one. He said he would discuss this with you and that you would get back to me. You never did. I have phoned the shop at least twice weekly, sometimes even daily.

Only last week did Mr Pisani give me your mobile phone number (yes, it took him a whole six weeks) and you said that giving me a new mobile would be a problem as the product is guaranteed for six months only and my guarantee had expired (please find enclosed a copy of the guarantee).

Is the fault not the same as had occurred the other three times - when the guarantee was valid? Anyway, the mobile has a one-year guarantee from the mother company abroad, as printed on the booklet that comes with the mobile. You said that you have contacted your agent, who allegedly will not replace the mobile as the local guarantee has expired.

You were to ask him to replace the display screen, which I have refused. You had to get back to me by the end of last week, which you did not.

Is this a parody of customer service?

I insist - I want my mobile replaced with a new one.

I await your reply, in writing please, at the above address. (Dr Amanda Bartolo)

What matters in this case is that it was positively concluded. Here follows the conclusion of Dr Bartolo's letter:

An update - Mr Pisani of Cellphone, Valletta, phoned me on September 20 to tell me I could pick up my new mobile today, Friday, September 22, which I did.

Mr Pisani was also kind enough to present me with a complimentary mobile phone cover. So I believe my case can be closed. (Amanda Bartolo)

I thank Darren Grima and Mr Pisani for having positively concluded this case. However, with reference to the guarantee, I must point out, indeed stress, that the legal guarantee, which is obligatory, is valid for two years and most definitely not for six months.

This is an issue which, evidently, I have no alternative but to refer to ad nauseam.

Melita Cable

Re. Lewis Ross's account:

Reference is made to the letter dated September 9, signed by Lewis Ross, a copy of which has been sent to the Customer Service Column.

We are pleased to inform you that we have discussed the case with Mr Ross and concluded the case to his satisfaction.

A copy of this letter is being sent to Mr Ross. (Daniel d'Anastasi, Call Centre Administrator)

Indeed subsequently we received the following letter from Mr Ross:

Further to my letter dated September 9, I am pleased to inform you that Melita Cable sent me a letter of apology together with invoices of the correct amount, which I will be settling right away. Therefore no further action on my part is needed.

I wish to thank you for your time and attention in this matter. (Lewis Ross)

While thanking Melita Cable for their co-operation I take the opportunity to also thank Mr Ross for his concluding letter. It is appreciated.