Drawn-out, positively concluded case

Here are various excerpts from a long letter dated March 16, which I received from Brian George Borg:

'On November 6, 2007 I purchased an ADSL broadband Internet service from Go Plus in Psaila Street, Birkirkara. To benefit from free activation, free use of modem and other offers I was asked to pay €41.58 (Lm17.85), the equivalent of a 90-day service subscription in advance. I paid the amount requested and collected a returnable modem and DSL Splitter (Document Ref: 0942661).

'On the same day I also ordered a new telephone service from the same outlet (different desk), which was installed at my residence last November. Once this was activated, I tried to connect Internet through ADSL without success. I even tried to look deeper into the matter with help from the Go technical helpdesk, without getting an adequate connection.

'Following a number of attempts, a Go technician came to my home to investigate the problem. After a short inspection he came to a conclusion that the problem was caused by the long distance between their exchange in Zejtun and my home in Kalkara.

'He added that the matter would be resolved if Go would install some sort of equipment to boost the signal in our area. Replying to my question as to whether the respective equipment was available, he said this equipment might be available within a year.

'In the prevailing scenario I had no other option but to return the modem and the DSL Splitter to Go Plus and ask for my money back. Last November, I returned the equipment to Go Plus, where the lady behind the counter filled a sort of claim form with my details, and I was given an equipment return receipt. On reading this receipt, I understood that the money I paid would be returned within four weeks. This was also confirmed by the lady behind the counter when I specifically asked her if I had to wait four weeks for reimbursement.

'Four weeks passed and I still haven't received my refund. I contacted Go Customer Care and asked one of their representatives why I hadn't yet received it. The answer was that, being close to Christmas, it might take a little more time to be processed and was thus asked to wait for another couple of weeks. By mid-January I was still waiting for my refund, so I started calling almost every week, only to be told to leave my mobile number and wait for someone to call back.

'Another month went by and I suddenly felt all the aggravation and humiliation of being taken for a ride. I called customer care once more, and insisted to speak to someone in a managerial position who might give me an approximate date when the refund will be issued.

'After being left on hold for half an hour, I spoke with Abigail, a senior staff member in the Customer Care Department, who told me that, on the basis of the information she had, the refund had been approved. But at that point she could only promise she would contact their sales department and ask them to issue the cheque.

'Another week went by and when I called again, I was told that the cheque was sent and the case was closed. Abigail even called to ask whether I received the cheque, but I said no.

'On March 11, I contacted Abigail to inform her that the cheque might have got lost in the mail. She said the cheque was never mailed but was still in the process. Another lady called half an hour later, asking for my details to open a claim indicating that the process would start again from scratch.

'After all the awareness that customers have rights, I feel disappointed and unsatisfied by the level of service from people who are paid to take care of their customers.

'Honestly, I feel that I've tried everything to solve this matter in a decent manner, but now I am short of options. After almost four months I am still without guarantees that Go will honour my rights. Therefore I ask for your intervention and help to solve this ridiculous situation.' (Brian George Borg)

Here is a brief, to-the-point letter that positively concludes this case:

'Following my previous letter, dated March 16, the next day I finally received my long-awaited refund from Go Plus. I thank Mr J. Vassallo from Go Customer Care, who was vital to expedite the process and issue the payment.' (Mr Borg)