Positively concluded cases - November 12, 2006

We are currently going through a positive period. Thanks to suppliers' and traders' co-operation, we have many positively concluded cases.

Over the years we have managed to persuade many suppliers and traders to look at cases involving complaints as an opportunity to make a positive impression on the consumers involved.

After all, what really matters is the positive conclusion of cases referred to this column. In many positively concluded cases the consumers end up with a better impression of the traders involved than they would get if the problem never occurred in the first place.

In this spirit we feature a couple of concluding letters sent by satisfied customers:

Hal Mann Trading Ltd

In this case, submitted by Captain Joseph Zerafa, I feature the letter which constituted a positive conclusion:

Reference is made to your acknowledgement, dated October 25, for which I thank you. I understand that you have also made contact with Hal Mann as a follow-up to my letter. For this I also would like to thank you.

I am pleased to inform you that last Tuesday, October 25, the remaining/outstanding items were delivered and a reasonable compensation given by Hal Mann. Hence this whole episode has now been solved to the satisfaction of both parties.

Thank you for your intervention and the good work you are doing through your column in The Sunday Times. This letter is being copied to: The Director, Hal Mann Trading Limited, Lija. (Captain Joseph Zerafa)

I compliment the Hal Mann director, Joanne Bonanno, on having positively concluded this case to Captain Joseph Zerafa's complete satisfaction.

S & S Bathrooms, Lija

I feel obliged to tell you of my experience. I wish to express my thanks and pass on my satisfaction for the sterling service I have received at S & S Bathrooms, Lija.

In 2002 my wife and I purchased a house in Gharghur and, needing everything for the bathroom we shopped around, eventually finding what we wanted at S & S Bathrooms.

Sales manager Sergio Borg was more than helpful and we were very satisfied. However, after having fitted and indeed used it for six months or so we noticed some staining on the chrome taps of one of the sinks.

I called at the store and, after explaining the situation, without missing a beat, Sergio said: "No problem, we'll change the tap for you." I thanked him and also asked if he knew of a good plumber to do the exchange for us. Again without hesitation, he said: "I'll send someone round to fix it for you." This he did, free of charge, even though his staff didn't fit any of the bathrooms for us.

This year we noticed that the bathroom wall mirror, which S & S supplied, started to mottle. For some reason the silver backing was coming away from the glass.

Again I reported this to Sergio, explaining that I didn't know whether it was a fault, the humidity in the bathroom, or some cleaning product we had used to clean the mirror. Without hesitation Sergio said: "No problem, I have a delivery coming in this week".

I told him that we were going back to the UK, so he agreed to save a replacement for us. We have now taken delivery of the brand new mirror, no questions asked; no fuss; just simple, superb service.

Not only as it should be, but service over and above what was due and more than we would have expected even in the best of UK stores.

Guarantees running out weren't mentioned, "You've damaged it" wasn't mentioned, "it's not my problem", etc., never came into the conversation. All we got was service, service, service!

I know from reading your column that getting certain traders to see customer service as a positive thing with positive long-term results has been, and indeed still is, in some cases an uphill struggle.

Sergio Borg has got it right and, I know, will reap the benefits many times over in the years to come.

Many thanks to you and your column. Keep up the good work. (Peter Austerfield)

I take the opportunity to compliment S & S Bathrooms on having made such a positive impact on Mr Austerfield. Keep it up!