Last August 22, I bought an electric chainsaw from the Lidl Żejtun outlet. I used it many times without any problems but, unfortunately, on March 9, it suddenly stopped working while cutting some tree branches. Being quite familiar with electric tools, I went through the normal troubleshooting procedure but it still did not work.

As the guarantee period would expire on March 13, I took it to the Lidl outlet from where I had bought it.

After doing their checking and confirming that the guarantee period was still running, the supervisor filled an application form so the chainsaw can be sent to the supplier. Later that same day I received an e-mail from their customer care department saying that my request was being investigated and that I would get a reply later.

On March 16, I received another e-mail informing me that the supplier agreed to replace it with a new one and it would be delivered directly to my address. I was also advised that, should it not reach me within 15 working days, I should contact the Lidl Żejtun outlet. I must point out they did not even ask me to return the defective one.

At about 7am on March 22, I received a phone call from DHL telling me that a package would be delivered to my address. It was delivered a few minutes later. That parcel contained the new chainsaw the supplier had promised to replace.

I do not have anything but praise for such an excellent aftersales service by both Lidl and their power tools suppliers. The problem was solved within nine days with Saturday and Sunday included.

I can only wonder whether I would have had the same sort of aftersales service from a local agent.

Well done to Lidl for this excellent service.