The column for anyone fed up with bureaucracy, frustrated with delays or furious with poor service. Tell us your complaint and we'll try to fix it ... Reader Terence Ngan bought two top-of-the-line Ascent Vertu phones at Lane Crawford for $30,000 each in the middle of last year. One phone is working fine but the other has had numerous problems and had to be fixed three times, each repair lasting for up to two months. 'In a mere 14-month lifespan of my Vertu phone, it has been brought back to service and repairs three times,' he said. 'Problems included a loose battery, sudden power off, and loss of voice. 'Given such frequent repairs, over the past year my Vertu phone was effectively only in service for some six months. I have asked [Vertu's] Hong Kong sales agent if a replacement phone could be provided as my phone is clearly inherently defective, seeing that my other phone does not have similar problems. Vertu Global refused to replace my phone. 'This is highly disappointing. I cannot see how Vertu can ignore its responsibility on a phone which really should not have escaped quality control. I look forward to a remedy to restore my Vertu experience to where its marketing campaign has promised.' Vertu has agreed to replace the faulty cellphone without additional charge for Mr Ngan after Take Action started an inquiry. Martin Kennard of Sai Kung bought a $1,590 Pentax Espio 170 silver compact camera from Fortress along with an extended three-year warranty in March 2003. The camera has never taken proper pictures, with most photos showing white smears. Last September, he tried to have it repaired and was sent back and forth by Pentax and Fortress. The problem persisted after he was told it had been fixed. 'At first, I thought this was due to inexperience on my part, but when the problem persisted I consulted a photographer who assured me that the fault lay with the camera itself,' he wrote. 'Consequently, I took the camera back to the supplier in September 2004. I was told that I would have to take it to Pentax. I duly followed the instructions and, after a second journey and a long wait, I made my third camera-related journey to Causeway Bay. I was told that the defect had been corrected and the camera was ready to use. 'The first opportunity I had to use the 'newly repaired camera' was on a trip to India over the Lunar New Year. I was looking forward to seeing my Taj Mahal pictures but was extremely disappointed when I discovered that the pictures I had taken had the same 'clouding effect'. 'Following this, I wrote to Fortress to express my dissatisfaction and request a refund. I have called Pentax and have been told that I need to bring the camera in for 'repair' again. This would mean two further trips from Sai Kung to Causeway Bay with, it would seem, no guarantee of me receiving a working camera at the end of it. All I want is a properly working camera.' After a Take Action inquiry, Fortress agreed to pick up the camera from Mr Kennard's office. A company spokeswoman has promised to settle the problem once and for all. 'We are sorry to learn about the frustration of Mr Kennard and apologise for any inconvenience,' she said. She added special consideration was shown in picking up Mr Kennard's camera. She said the pickup and delivery service of repaired items under warranty usually only cover bulky products rather than small devices such as cameras. A visitor to Hong Kong was about to stay at the Oi Suen Guest House in Mongkok when he became suspicious that it might be operating without a licence. A check with the Office of the Licensing Authority of the Home Affairs Department confirmed that it is unlicensed. 'I am a frequent traveller to Hong Kong. Usually, I will stay at a licensed guesthouse at Sincere House, Mongkok,' he said. 'However, I discovered another new hostel that is now operating openly at [the same building]. It is called Oi Suen Guest House. When I arrived at this hostel, there was no show of any licence from the authority like other hostels do. I just wonder whether this hostel is legally allowed to operate.' The department has confirmed Oi Suen does not currently have a licence but it has received an application from the hostel. After an inspection, the hostel was instructed to upgrade the premises to meet licensing and other safety requirements. In the meantime, it is allowed to continue to operate. 'The applicant has been given time to complete all upgrading works before the issue of a valid licence,' a department spokeswoman said. 'We consider that the operation in the premises would not constitute unacceptable risk to the occupants. 'If the applicant fails to complete all the required upgrading works and obtain the necessary licence within the stipulated deadline, we will take enforcement action as appropriate.'