Watch sold on Smash television- case resolved

We referred to this case on August 11 and 18. After further communications with Smash Television's lawyer Dr Carlo Bisazza and Mark Mallia of the Production House, we can say the case has been positively concluded. This is confirmed by a letter I received from a satisfied customer:

I am the consumer who, in December, had bought a wrist watch during the programme Al filghodu on Smash Television. Due to the interest shown by you and all the work you have done I have now got my money back.

I would like to thank you for everything you have done and the dignity you gave me back as a consumer. Thank you. (Josephine Spiteri)

On my part, I thank Mr Mallia of the Production House, Andrew Farrugia of Smash Communications Limited, and Dr Bisazza for their co-operation.

At this point, for the umpteenth time, I take the opportunity to remind consumers about our column's terms and conditions, particularly: "It is up to the complainant to chase the progress of the case with the supplier while, in the process, copying me in. All letters of complaint and complainants' chasers are followed by my request/s to suppliers for their comments. Therefore complainants are kindly requested to inform me if the complaint is positively resolved."

Unfortunately, despite having been at it for ten years, we still have too many consumers who wrongly assume that, once they have written me a letter, I am going to take the matter over and sort it all out for them.

Although I get involved directly in many cases, it is absolutely impossible for me to do so in all cases. However, one of the aims of this column is to encourage consumers to stand up for their own rights, take the initiative, and use this column as a tool which makes their action effective.

Indeed experience has shown that this column is very effective.

I appeal to complainants to chase the progress of their case while copying me in and to inform me if the case is resolved.