Question

Question 4. (Answer must be collectively 200 to 250 words)

1. As Mr. Marwan Ali Ahmad Al Amri- Sales Manager of the Mac Computer Hardware store Al-Qurm Muscat, write a reply letter to the purchase manager of Saud Bahwan IT division, who has recently written a complaint letter to you (above question 3) complaining about the improper functioning of some keyboards and computer Mouse models that he had purchased from your store.

Try to pacify the angry customer and give a reasonable solution to his complaint.

2. Discuss the features of a good complaint letter.

Answer 1

1).From Date:

Sales Manager,

  Mac Computer Hardware ,

Al-Qurm Muscat

To

The Purchase Manager,

Saud Bahwan IT division

Dear Sir,

Sub:- Response on your complaint letter

Ref:- Complaint letter No. ....... dated .............

With reference to your above mentioned complaint letter, we regret the inconvenience caused to you and we assure you that we are anxious to retain you as a satisfied customer. Our service executive will visit your office within a couple of days to resolve this matter fairly. In this connection, We request you to handover  the defective items through our service executive. Thereafter, we will inspect the defects from our service centre and inform you the replacement status. In case if it is a manufacturing defect, we will replace the same with immediate effect. The replacement will be made within 7 days from the date of our internal approvals. In case any non warranty defect is identified by our service team that will be intimated to you through our complaint rejection note. The exact reason also will be mentioned in the rejection note.

For further clarifications, contact undersigned.

Thanks and Regards,

Yours Sincerely,

For Mac Computer Hardware

Name

Sales Manager

Mobile Number

E-mail id

2) The features of a good complaint letter are listed below

• Be clear and concise: The letter must not be long. It should be to the point. It should not exceed one page. Describe the product purchased and the problem you faced.Make sure to include serial or model numbers, and the name and location of the seller. If you’re following up on a conversation, be sure to say who you spoke with and confirm the details of your discussion.
• State the remedy of action that you want them to do: Be reasonable and state the time that you are willing to wait. If you want replacement, ask them politely.
• Be Polite: Don’t write an angry, sarcastic, or threatening letter. The person reading your letter probably isn’t responsible for the problem, but may be very helpful in resolving it.
• Include copies of relevant documents, like invoice, work orders, and warranties. You can also send copies of emails and notes from conversations you’ve had with the seller about the problem. Keep your originals.
• Please include your name and contact information. If an account is involved, be sure to include the account number.