THIS long drawn out case dates back to February. Many letters were exchanged between Gillian Mahoney and Alfred Vella, sales manager, Gasan Automotive Division. Indeed, despite our efforts to resolve the matter, it seemed that we were getting nowhere.

In the end I set up a meeting with both parties and what really did it was Mr Vella's reasonableness and approach. Without going into detail, he made Ms Mahoney an offer she couldn't refuse. I daresay Mr Vella is an asset to Gasan Enterprises.

The following letters I received from both parties constitute a definitely positively concluded case:

Allow me to start by thanking you for taking your time and effort in helping us out to solve this long-standing issue.

I have nothing to add, except that your professional approach and handling of the matter has, in itself, been a very interesting experience, not to mention a vital element to help us reach this amicable solution.

Thus, while wishing you many more such successes in the future, allow me to offer my assistance should and whenever the need arise. Thanks and regards. (Alfred Vella)

Here follow some more concluding comments from a satisfied customer:

I would like to thank you for your help in resolving the pending issues I have had with Gasan Enterprises throughout the past months concerning the Ford Focus I had purchased in April 2004.

Finally, through your persistent intervention and following a meeting with Gasan Enterprises' after sales manager Alfred Vella, the pending matters have been cleared out amicably.

On having again spoken to Mr Vella this morning, Gasan Enterprises have offered to repair my car, equivalent to Lm236, on a complimentary basis as a sign of goodwill. Mr Vella has also kindly offered a courtesy car for my use until repairs are made to my car. Furthermore, Mr Vella has granted me a 10 per cent discount on the forthcoming service for the vehicle and a discount of 33 per cent for the purchase of a splash guard.

Mr Vella has assured me that Gasan Enterprises are currently working on improving their after sales infrastructure to avoid other clients the hassle I went through after purchasing the vehicle from Gasan.

Once more I would like to thank you for your assistance on the matter. (Gillian Mahoney)

In no uncertain terms, Gasan Enterprises transformed a dissatisfied customer into a satisfied one. This is the kind of customer service they can be proud of. I compliment and thank Gasan Enterprises accordingly.