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...
Ho Hee-hwa of Ap Lei Chau wrote to express frustration that Fortress was being unreasonable in refusing to exchange a cordless phone he bought for a more expensive model he was willing to pay extra for.
'I would like to voice my dissatisfaction with the service provided by Fortress in South Horizons on my recent purchase of a cordless phone,' he said.
'I bought a Uniden cordless phone at Fortress. After looking at the packaging at home, my wife found out that the phone is an expandable system and is capable of monitoring a baby room. The manual said I needed another handset for this feature to work.
'My wife and I just had a new baby and thought that this extra feature would come in handy for us. I went back to Fortress to explain my situation to them. I wanted to return the unused product and upgrade to another Uniden model, a package that included two handsets. I was willing to pay for the more expensive model.
'The sales rep refused to accommodate my request, although I assured him that my initial purchase was untouched. It was their company's policy to accept return of faulty product within 10 days, but not to upgrade to a product with more features.