Here is a letter sent by John Schembri to Julian Zarb, assistant director, Consumer Affairs:

'Some days ago I applied to the Consumer Claims Tribunal (CCT) regarding a problem with Mambra Electronics.

'Sarah Carabott has finally stopped insulting my intelligence and decided to settle the matter by giving me a full refund for the Whirlpool microwave oven.

'We received the cheque and, hopefully, we will find a more customer-friendly trader to replace our oven.

'May I ask you to consider the matter resolved and close the case.' (John Schembri)

I thank Mr Zarb and Mambra Electronics for their co-operation. On a 'one-good-turn-deserves-another basis', here is another positively concluded case by Rosa Robins:

'I'm Maltese but have lived outside Malta for the past 41 years. I now live in Melbourne, Australia. For the past few years I have been using the services of Malta Gift Service - http://maltagiftservice.com - to send gifts to my family, especially my mother, who still lives in Malta. I have lived in various countries and, over the years, have seen a rapid decline in service.

'Customer service has become impersonal, frustrating and incompetent all around the world. So it still amazes and delights me to find a service that I use online, thousands of miles away and every time delivers excellent, friendly and totally competent service.

'This Mother's Day, I wasn't sure what to give my mother. So I contacted Malta Gift Service and explained my dilemma, only hinting what I would have liked to send her, and which wasn't advertised on their site. That wasn't a problem. They searched items for me, came back to me and described what they found, how much, etc. The order was placed and they delivered the present to my mother.

'They always deliver on time and also keep correspondence with the customer open until the product is delivered. They answer e-mails promptly and courteously. I just cannot praise them enough. What makes me proud is that this is a Maltese service. The company truly deserves recognition. They are ambassadors to our little country.' (Rosa Robins)

'I read your column every Sunday and I find the information and warnings for consumers of great value. There are few entries regarding good service in Malta - bad service seems to make the news but everyone forgets the good. Therefore, I would like to praise David Busuttil who dealt with me on May 16 at FGP Ltd, Valletta Road, Luqa.

'My basic and simple problem was that I needed a new remote control for my garage door which was over 12 years old. The broken remote control was out of production by some six years. The salesman was extremely efficient in supplying the latest remote control, explaining that they themselves could come to me to programme it (at a cost) or I could do it myself and he would give me instructions on how to do it.

'He also informed me that there was a possibility that the old system may not accept the new remote control and assured me that if this was the case, they would refund the money paid. Needless to say the instructions were clear, efficient and thankfully worked.

'Very impressed - an asset to any firm - the gentleman really could give lessons on customer service. (Paul Barrett)