DDG Fiber Optics
FIELD SERVICE MANAGER,
BOX 810, DOWNSTREAT,
Tel: 080094509.
Fax: +44-7005938220.
Email: ddgfiberoptics@gmail.com.
Reference Number: 221
22.07.2011
MR. MCKENZIE,
TERRA COMPUTERS,
BOX 900, DALLAS,
TEL: 080054389.
FAX: +44-3455900212.
Email: terracomp@yahoo.com.
Dear Sir,
Re: Complaint Response to your Letter.
I was most concerned to receive your letter dated 26 July 2011 regarding your complaint against Two F-24Z Illuminators bought by your institution from this organization on 5th July 2011. According to your letter, those goods were of immense importance to your institution at the time of their purchase but turned down to be an utter disappointment. Initially, I make an apology for the inconvenience created by failure of the company’s products to meet your expectations.
Your letter points out that the first product had a problem where one unit was causing eye strain to your employees. Although the company catalog assured that the Illuminator meets IES/ANSI human visual comfort standards and eliminates direct glare on computer screens, I personally regret that some operators from your firm complained of eye strain while operating the machines.
Concerning this matter, I personally want to express my disappointment with this product and that the organization was not aware that such a problem could arise. I wish any of your workers who could be affected either in the eye or body by the machine default quick recovery.
The second complaint was about the second product, where the other unit malfunctions intermittently. At times, the light goes out completely; at other times the light flickers. I do understand that the firm’s field service office sent three technicians to fix the Illuminator but, the problems persisted. I am deeply concerned that, despite all the effort by the technicians, the illuminator was not repaired hence causing your business a lot of loses. Consequently, I want to state that company’s technicians are highly trained to deal with many technical defaults registered with the firm’s products. Therefore, I cannot admit that they did not understand their duties and roles in repairing and fixing the problems. The problem with the machine could be due to a manufacturing error hence making the units beyond repair.
The company takes exceptional care to make sure that essential matters like these ones attract much attention and get properly managed. This is because they cause a lot of inconveniences to customers and can result into heavy loses both on the side of the customer and the company. Partly, I can blame my firm and the manufacturer for the problems faced by your institution after purchasing the products. Therefore, I regrettably admit that a satisfactory standard has clearly not been achieved.
In light of this situation, this firm has decided that your institution return the default goods so that they can be substituted with better ones. On to your side as the company’s esteemed customer, I urge your institution to report such inconveniences on time so that the company can look into ways of reducing or sorting out the mess before it aggravates to serious loses. I understand and hope that this plan will be acceptable to your institution and hope it will provide a basis for continuing our close relationship.
I apologize for the upset that the problems might have caused to your institution. This company is seriously working to advance service levels and that your letter has proved to be invaluable. Will call your institution soon, to check that this meets with your approval and feel free to contact me should you have any further cause for concern.
Yours sincerely,
Albert Johnson.
