We often read complaints about bad after-sales service but we rarely read about good service, mainly because, in most cases, after-sales service in Malta is so disappointing.

However, recently, I had a very positive experience after I bought a pressure washer from Lidl.

Some months after the purchase, I had problems with the machine and so contacted Lidl customer care by e-mail. I was asked to provide proof of purchase along with details of the product and the fault I was experiencing.

Some days later, I got a reply with instructions to contact the supplier in Germany.

I did so and was informed that the issue was due to a faulty nozzle and that a replacement was on the way. I received it a few days later.

However, the fault recurred and so I contacted the supplier again.

This time I got a reply stating that a new washer was on the way. I received this a few days ago.

I consider this to be sterling service by Lidl. If only other retailers could follow their example.

I got attended to and resolved my problem without even leaving home or picking up the telephone. In Malta, you do not even get prices or quotes online sometimes, let alone customer care.

Well done, Lidl!

I already held their products in high esteem but this experience surely encourages me to make even more use of their products and services.