Inform us if your case is resolved

Further to last Sunday's message I must add that many complainants do not inform us if, or when, their cases are resolved. As stipulated in our terms and conditions "it is up to the complainant to chase the progress of the case with the supplier by ordinary mail (not by e-mail) while, in the process, copying me in". However, I still send chasers to the respective suppliers in all cases.

Last week I was about to feature a supposedly still pending case regarding a faulty mobile phone, naming the supplier in question. In this case, on January 13, 2004 I had asked the company for their comments, to no avail. On April 11 we sent them a reminder, again to no avail. On July 13 we sent them another reminder and another copy of the letter of complaint, still to no avail. On November 2 we sent them another reminder and yet another copy of the letter.

In line with our policy such cases are subject to publication. However, just to make sure, I called the complainant to confirm that it actually was still pending, only to discover that, after all, the case had been resolved. In a nutshell, the consumer in question did not bother to inform me that the matter was resolved.

Indeed, without beating about the bush, in many cases this is a thankless task. However, for what it's worth, I can live with the thankless aspect but I would appreciate it if at least, out of basic decency, complainants would inform us if and when their cases are resolved. Moreover, looking at it from suppliers' and traders' point of view, I would advise them to inform me if a case is resolved. After all, it is in their interest.