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 L. Festa Bianchet writes to express amazement at why PCCW is fighting tooth and nail over $6 per month for a NOW TV package contract that one of its salesmen offered but could not deliver. 'I struggle to understand why a so-called mega Hong Kong company like PCCW can entangle themselves in petty disputes with customers which verge on the dishonest,' she wrote. 'Recently, I have been involved in a situation where an overenthusiastic sales representative sold a NOW TV and internet contract to an astute customer who had fixed a specific budget for the new purchase. A sales rep was located, 12 stations chosen, prices pitched, the 'cash special of the day' negotiated, a contract signed and money exchanged; hoorah, another commission notched up for the sales rep. 'However, there were difficult days ahead. Not only did the company take four working days to install the necessary receiving equipment, the customer services department refused to set up the 12 stations agreed in the contract, citing that prices had since increased and the sales rep had made a mistake - by $6 per month over 18 months making a grand total of $108. 'Are times really that tough that such a company will fight tooth and nail for such a petty amount, or are they fuelled purely by greed and company obesity. Where's the competition gone?' PCCW has admitted it had made a mistake and has offered a package satisfactory to Ms Bianchet. 'We have resolved the issue with the customer with the offer of another package. Our sincere apologies for the inconvenience caused,' a company spokesman said. Sarah Neale of Piper's Hill bought a $34,000-plus Samsung LCD TV last year and it broke down after six months. Getting service under the warranty and then updates on the status of the repair have proved to be a constant battle with what she says is an unresponsive company. 'We purchased a 40-inch LCD TV from Samsung in May 2005 and it broke down in December. I called Samsung on January 9 to report it,' she said. 'Although they acknowledged receiving the warranty card, they insisted on us producing the receipt and made a big thing about it. Only after promising I would try to find it at a less busy moment, they finally agreed to come to check the TV on January 11 and concluded that it needed to be taken away for servicing. 'No one from Samsung called about collection so I followed up and on January 17 they took the TV away. No one from Samsung called to let us know the approximate time it would be returned. I called before Lunar New Year to see if there was any chance to get it back for the New Year. They said no, as they were awaiting parts from Korea. No one from Samsung called so I called them on February 6 and they said it was still not ready and could not give us an estimated time of repair. 'It was then that patience grew thin and we repeatedly asked to speak to a senior manager but were refused each time. When asked for their senior managers' names and addresses they again refused, saying they were unable to give this information out. Eventually they put us through to their 'manager' but it turns out that the people we spoke to, who we were told were managers, were only customer service supervisors who were not senior enough to handle our escalating complaint and incapable of resolving the problem.' She then said Samsung suddenly called to say the TV had been fixed. 'On February 7, Samsung called to say our TV was ready for delivery. This seemed unbelievable since the day before they were unable to give us any info about the completion date. We asked for a full written report of the repair work undertaken before accepting the TV; this has yet to be received. 'We have concluded that as the TV needed four weeks to repair then the fault must be serious.' Ms Neale is demanding a full refund for the defective TV set. She has also approached dealer Fortress, which promised to contact Samsung on her behalf. 'Up until now I have heard nothing at all. Is there any recourse for this shoddy treatment of customers?' A Samsung customer service representative said a new TV of the same model and size would be offered to Ms Neale in exchange for her set at no additional cost.