10th December 2009

Dear Ms Fellowes,

I am writing to express my appreciation of the recent kindness, helpfullness and more than usual willingness to take trouble to solve a problem for me, of two members of your staff, you PA, Debbie Ball, and your Customer Relations Manager, Sandra Watts.

Having bought a new shower directly from you and arranged for Triton to arrange its installation I was sad to discover that, unlike its predecessor and all my earlier Triton showers, it has a fixed one-piece sprayhead which could not be separated into two parts by use of a supplied plastic 'key' for daily removal of limescale build up. With four people showering daily, and in our extremely hard-water area, i know from bitter experience that rubbing the rubberised spray-holes and even regular soaking in limescale solvent are just not enough here - the daily taking-apart with the key and emptying out of limescale (it gathers inside the spray head like pepper) is essential to avoid really harmful build-up which seriously affects the shower's general condition and performance.

I therefore phoned Triton and in the course of communication of my dismay spoke to both Debbie Ball and Sandra Watts, each of whom could not have shown more genuine concern about a troubled customer even had I been their personal friend or neighbour. They each explained to me that the two-part sprayheads with keys are no longer being produced (very sad, as in producing these Triton were definately way ahead of all the competition!) but, when I asked if there might not be a few old-type left-overs still around, they did not dismiss the idea out of hand, as most people in most companies would at this stage have done, but instead, and although expressing little hope of success, offered to institute a search and phone me back later that afternoon with the results.

I was of course delighted when the promised phone call came and I was told that a single separatable sprayhead, with key, had eventually been located - the very last in the whole of Triton - and that I could have it, to be fitted along with my new shower.

I will guard it with my life and attach it to all subsequent showers, which will of course continue to be Triton ones.

It was lovely to get the sprayhead and equally so to talk to and be helped by two such very warm, efficient and helpful people as Debbie and Sandra. I should like to congratulate you on the quality, efficiency and humanity of your staff.

Yours sincerely