With reference to Neville Farrugia’s letter “GO Mobile or no mobile” (TMIS, 31 August), GO Mobile regrets the inconvenience caused. Mr Farrugia took his Nokia 3500 for repairs on 11 August and after a series of tests no faults were discovered. Mr Farrugia in fact collected his handset from our Fgura outlet on 18 August.

The following day Mr Farrugia returned, saying that the problem persisted. As we usually do in these cases, our workshop needed to run more tests in order to ascertain the nature of the fault. These tests revealed that it was necessary that the handset be sent to Nokia for further inspection – which fact was explained to Mr Farrugia

Naturally, Mr Farrugia was immediately offered a replacement handset for the interim period. However, this replacement was refused.

Unfortunately, Mr Farrugia’s request for an immediate replacement could not be accepted. Like all other mobile telephony companies, GO Mobile is not authorised by Nokia to replace any of their handsets. GO Mobile had to follow standard procedures of sending the handset to Nokia, where the handset is checked, repaired or eventually replaced. As I’m sure your readers will appreciate, this process can take anything from five to eight weeks.

Once again GO Mobile sincerely regrets the inconvenience caused and would like to reassure Mr Farrugia that a GO Mobile customer service representative will be personally in touch in order to conclude this matter in a satisfactory manner for all parties concerned.

We will also be taking stock of the feedback received on this case and carrying out a review of our complaint procedures to do our utmost and improve the service offered to our customers.

GO Mobile takes this opportunity to renew its commitment to offer unrivalled 24/7 customer care.

Ramona Depares

Public Relations Executive

GO Mobile