Positively concluded cases - October 22, 2006

I would like to thank you for the valuable work you are doing in the field of consumer affairs. Keep it up. I thought you could help me with my case regarding a faulty mobile phone. Please find enclosed a copy of the letter outlining my complaint together with a copy of the receipt and guarantee.

I am writing with reference to a faulty Motorola V3 mobile purchased from Cellphone, Valletta, last December, which the outlet was refusing to replace, saying that the six-month guarantee had expired.

On September 20, Mr J. Pisani phoned me to tell me that I could pick up a new mobile phone the following Friday, which I have done. He also gave me a complimentary mobile pocket.

Thank you for taking such an interest in my case, and keep up your good work. (Dr Amanda Bartolo, MD)

While thanking Dr Bartolo for informing me accordingly, I must yet again remind readers that the legal guarantee is valid for two years - no matter what! Indeed this is turning out to be the most frequently and regularly referred to issue in our column and it seems that it will be for years.

Melita Cable

I have to resort to writing this letter, as obviously, there is a lack of communication between the girl answering the phone and your billing department.

Last July I phoned your office and informed the operator that I no longer wished to receive your Cable Guide and to stop reception of the Movie Channel. This was complied with on the same day. However at the end of the month I received your invoice with the same amount I was being billed previously. I therefore called again and told the girl on the phone that I was wrongly invoiced and explained why. She told me not to effect payment as another invoice would be sent to me.

After two weeks and having received nothing, I phoned in again and I was again told that an invoice with the right amount would be posted to me. However I received nothing from you.

In August I went abroad for my holiday. Upon returning to Malta, I found your invoice in the post, again with the wrong amount. It also included additional charges which I do not understand.

Kindly look into this mix-up and please this time send me the correct invoice so I can effect payment. Considering this whole matter, one can only assume that you are not there to provide a service to us, your customers.

Thanking you in advance for your attention in this matter. (Lewis Ross)

Subsequently I received the following letter:

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

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

I also received the following letter from Melita Cable:

Reference is made to the letter dated September 9, signed by Mr Lewis Ross, 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 M. Ross. (Daniel d'Anastasi, call centre administrator) I thank Melita Cable for their co-operation. As I repeatedly write, in such cases, what really matters is the positive conclusion of the respective cases.

Sofa from Arte dei Desideri

I would like to thank you for your help regarding our complaint on the sofa we purchased from Arte dei Desideri Co Ltd and of which I am attaching a copy of my original letter.

I am happy to inform you that with your intervention, the matter will be resolved. Yesterday, September 22, Alison Camilleri from the company phoned us and offered us three options:

1. We choose a new sofa and, depending on its price, we would pay the difference if it is higher than the original sofa, or else we get a refund accordingly.

2. Send back the sofa to be repaired again.

3. We return the sofa and we get a full refund.

As indicated in our first letter, we chose the third option. Therefore as agreed with Ms Alison, during the coming week we will have a meeting and we will be refunded accordingly.

Nevertheless Ms Alison asked me to inform you of our agreement before my letter could be published. I assure you that I will contact and inform you of the outcome.

Once again we thank you. (Gennaro Brincat)

In the meantime I also received a letter from Ms Alison Camilleri of Arte dei Desideri Co Ltd informing me about the options they offered to Mr Brincat. This is the conclusion to her letter:

... Mr Gennaro Brincat decided to opt for the refund. Therefore, he will be coming to our offices next week to collect the cheque for the refund, and the case will be closed.

Mr Brincat will be contacting you also to close this case as it has been finalised.

Indeed, Mr Brincat did contact me. Here follows the letter which, in effect, positively concludes this case:

Please be informed that, as per our agreement, Ms Alison Camilleri on behalf of Arte dei Desideri Co Ltd has collected the sofa and refunded all the amount; thus the matter now seems to have been resolved.

Once again I thank you for your help. Nevertheless, I would also like to express my appreciation to Ms Camilleri for the way she has handled the matter, in such a smooth and cordial manner. (Gennaro Brincat)

I add my compliments to Ms Camilleri on having made such a positive impact on her customer, Mr Brincat.