Letter writing help on: Faulty Product and unsatisfactory customer service
Dear Mr. Lee,
This is to bring to your kind attention the serious problem me, The Public Relations Head, Roo Events, have been dealing with regarding delivery of faulty product and poor customer service in your company for past six weeks. Roo events have been your long-term client for buying corporate gifts and this time we ordered 200 cups from your company, Corporate Gifts Inc. For corporate gifting.
We never had any issues till this order, but this time when we received the order 100 cups were cracked and were in bad shape. Moreover the other 50 cups were of the wrong colour and not as per the order placed.
Being the Public Relations Head, I was the one who was held responsible for this mistake and six weeks back when I tried calling the customer service department of your company. But to my surprise nobody bothered to listen to my complaint and I was immediately put on hold and then was transferred to three different people in the company. Every time to every person my call was transferred, I had to explain the whole story or receiving wrong and cracked cups as corporate gifts.
Despite of all my efforts to resolve this matter, I haven/t received any satisfactory response till date. Every time I try to call the same story gets repeated again and again. Nobody from the customer service department of your company even bothers to call me back regarding what steps your company is taking to resolve this issue.
To my utter dissatisfaction your company has really broken my trust and the long-term association I had with Corporate Gifts Inc. Firstly by sending the wrong consignment with broken pieces of cups and then not taking any action to resolve the matter. Moreover whenever I tried to resolve the issue by calling your office I always got cold response or unsatisfactory response. I had to go through the hassle of explaining the same matter umpteen times. Then too the problem is still standing at the same point without any valid solution from your company’s side.
This will definitely lead to lack of trust on your company for future transactions, because now I will think twice before placing any corporate gifts order with your company after this bad incident. However I would request you to resolve this issues of receiving wrong coloured cups along with 100 cracked cups as soon as possible because we need to dispatch the gifts to the corporate office.
Further I would recommend that you should try to make the customer service department of your company more customer friendly and effectual by training them in varied customer service and problem resolution skills so that in near future I can expect better response and services from your company. Moreover to make the delivery services effectual and error free you should check and re-check the delivery package before sending whether it has the right products or not.
Hope that the matter gets resolved quickly either you refund the money for the cups or send me fresh order as per the requirements sent to you.
I greatly appreciate all your help.
Yours sincerely,
Rosanne Smith
(Public Relations Head)
LETTER TWO: REPLY TO THE COMPLAINT LETTER
Ms. Rosanne Smith
Roo Events,
Date: 8th October, 2012
Reference: Resolution of the complaint of delivering faulty products and unsatisfactory customer service.
Dear Ms. Smith,
This is with reference to your complaint regarding delivery of cracked 100 cups and 50 wrong coloured cups which were being sent to your company Roo Events and after that you received unsatisfactory customer service and response to your complaint dated 6th October, 2012.
I sincerely apologise for all the distress and inconvenience which you had to undergo due to wrong delivery of the product and hassle which you had to face because of improper response of our customer service department.
However Corporate Gifts Inc. Hhasalways been delivering the best quality items as per your order and this even you must have witnessed in the recent past since our association has been quite long one. But this time the delivery of cups which were either broken or not as desired happened because of the mistake on behalf of the packaging department. The cups were not packed as required and cups being a delicate item need special care while packaging and the package did not carry the note: “Glass inside handle with care”. So by the time the cups reached Roo Events 100 cups got broken because of manhandling of the whole package which was not handled with utmost care.
Secondly 50 cups were delivered of wrong colour because we never wanted to disappoint you by saying no and we did not have the red colour as ordered by you. So the packaging department packed yellow cups instead of red ones as ordered.
Moreover the bad customer service experience is something for which is sincerely apologise because necessary action was required for the mistakes done by us. Someone from our company should have resolved the matter on your very first call or the matter should have been escalated to the manager.
However after all these events I personally take the responsibility of resolving the whole matter and I accept that this time we have not been able to meet your expectations. But as a step forward to revive our old relationship I would like to offer 100 cups for free as per your choice without any charges as a replacement of the broken cups and additionally I would like to offer a gift voucher of $2000 which you can utilise on your next purchase.
Once again is sincerely apologised for the discomfort you had to face, but hope this will help us in continuing our relationship. I will definitely call you soon, just to check whether this meets your approval. I would request you to contact me if you have any further concerns regarding this matter.
Yours Sincerely,
James Lee
(CEO)
16358
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