The eve of the New Year is a time for summarizing results. We look back and ask ourselves: what worked, what didn’t, what was good, what was bad, what we would like to take with us into the coming year, and what we would like to leave behind forever... Our "Hotline" section is no exception.
To Complain and to Share One's Soul
So, throughout this year, we have been in direct contact. In full accordance with the purpose for which the "Hotline" was created: you called us, asked questions, and complained. Some people, predominantly lonely individuals, sometimes just wanted to talk, share their feelings, and find sympathy. We understand and will always understand this: in our country, there are not many opportunities for this important emotional matter, especially for free and in one's native language. Therefore, if the line was not too busy at such moments, we provided an opportunity for such communication.
However, in most cases, people turned to us with questions and complaints. Unfortunately, not everything made it to print – newspaper space is still limited – but we tried to select those questions and/or life situations that, in our opinion, were interesting and relevant to a wide audience. Nevertheless, we responded to almost all inquiries, and it was very gratifying when, after a journalist's intervention, the situation began to change for the better.
Miracles Happen!
Some time ago, a pensioner called the "Hotline." The conflict situation she faced was by no means global, but it cost the woman a couple of sleepless nights, bitter tears, and quite dangerous spikes in blood pressure. The cause was a cheap radio device she bought at a store in a shopping center: the next day it stopped working, and the reader went to the store to have it exchanged.
Presenting the receipt and the purchase, she received a new device, but after a few days, it "died" as well. In the store, they exchanged it for a third device; unfortunately, after a while, she had to return that one as well. Suspecting that the issue was not with a specific device but with the design flaws of the model as a whole, the pensioner requested a refund. However, according to her, she was not only refused but was also treated in a very inappropriate manner. Her appeal to the "head" company did not yield the desired effect. And then she called us on the "Hotline."
And a miracle happened! The trading company suddenly changed its position; they contacted the customer, politely invited her to come to the store, where she was refunded her money. True, this happened after a journalist's inquiry was sent to the company – but what difference does it make? The main thing is that everything ended well.
Our Word Opens Doors
Another story that stood out was how readers used the publication of the "Hotline" to solve a problem that had not been resolved for a long time. This case was more serious: at one of the bus stops, the awning had deteriorated so much that pieces of plaster were falling from the ceiling onto people waiting for transport. There was no response to numerous appeals to the local government.
And when, in response to yet another complaint, residents were once again advised to write a statement, they indeed wrote it, sent it, but in this submission, they included not only the statement and photographic evidence but also a clipping from our newspaper – a publication from a year ago: to show how long-standing this problem was. Coincidence or not, but the very next day, a crew arrived at the specified address, and the awning was brought back to order.
For Us, There Are No "Minor Issues"
Some may wonder: is it too trivial for a portal to delve into various everyday problems and, directly or indirectly, influence their resolution? Let us explain: if a reader turns to us, it means it is important to them.
It means they cannot solve their problem any other way. Therefore, we do not categorize problems as "minor" or "global"; everything that is important to our readers is important to us. As they say, that is what we stood for, that is what we stand for, and that is what we will continue to stand for.
Sad "Leadership"
It cannot be said that the responses always satisfied us. However, this was not related to the quality of the responses themselves – in the overwhelming majority of cases, we received prompt, qualified, and comprehensive answers – but rather to the inability to resolve the problem itself. Unfortunately, readers constantly approached us with such problems.
The sad "leadership" here was, of course, in medicine – inadequately long queues, the inability to receive necessary help in a timely manner... There were many inquiries regarding "Russian" pensions, prices for medicines, food products, and utility services, as well as housing, social, and other issues...
We Will Be Together!
We really do not want to, but unfortunately, much of what we wrote about this year will have to be covered and resolved in the next year as well. We will again raise "hot" topics, call for vigilance so that people do not become victims of fraud, sort out conflict situations, clarify, inform, and suggest solutions to various situations.
But we believe: like a drop that wears away a stone, our joint efforts – of readers and journalists – will sooner or later lead to success.
We will be waiting for your messages at the "Hotline" email marina.blumental@inbox.lv.
