Q: Almost two years ago, I purchased a freezer from a local retailer. Its guarantee will expire in few weeks’ time. Lately, the freezer started giving me problems with its display. The company’s technician came to check it and informed me he would order parts to fix the problem but wasn’t sure whether the problem could be fixed.

To date, the problem is still unresolved. When I contact the trader, I never manage to get a definitive reply on when the freezer will be repaired. I am worried that by the time this issue is resolved, the guarantee will expire. I’d like to know how to proceed, as I don’t feel it is fair that I have to pay for a fault that happened during the guarantee period.

A: Since the trader has not yet managed to provide you with a remedy, the next step is to make a formal complaint by sending a registered letter to him, formally requesting free repair or replacement.

Once you send the letter, the guarantee will be extended by the time taken to remedy complaint. So you don’t have to worry about the guarantee expiring.

If, after sending the letter, the trader still does not provide you with an acceptable solution within a reasonable time, you should file a complaint with the Office for Consumer Affairs at the Malta Competition and Consumer Affairs Authority.