With reference to Mr Neville Farrugia’s letter “GO Mobile or no mobile” (MaltaToday 7 September), GO Mobile regrets all the inconvenience caused.
Mr Farrugia brought in his Nokia 3500 for repairs on the 11th August and after a series of tests no faults could be revealed. Mr Farrugia in fact collected his handset from our Fgura outlet on the 18th August.
The following day Mr Farrugia returned, saying that the problem persisted. Although Mr Farrugia expected an immediate replacement and 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 the nature of the fault necessitated 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 by sending the handset to Nokia, where the handset is checked, repaired or eventually replaced according. As I am sure your readers will appreciate, this process can take anything from five to eight weeks.
Once again GO Mobile sincerely regrets all inconvenience caused and we 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 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 services offered to our customers.
GO Mobile takes this opportunity to renew its commitment to offer unrivalled 24x7 customer care.

Ramona Depares
Public Relations Executive
GO Mobile