Technical communication - Complaint Response
DDG Fiber Optics Co.
9500 Lonestar Boulevard
Dallas, TX 75250
July 28, 2013
Mr. Grady McKenzie
Terra Computers Co.
8670 Main Street
Dallas, TX 75225
Dear Mr. McKenzie:
Thank you for your letter concerning the problems you have been experiencing with the F-24Z Illuminators you purchased from our company. I sincerely apologize for the inconvenience this situation has caused you and you employees.
I have investigated this issue and have learned that these particular run illuminators were built using power transformers that have since been recalled by their manufacturer. The manufacturer tells me that the output of this particular batch of power transformers have a higher output voltage than they are rated and sold for.
You should have been immediately notified of this issue and I apologize that our usual highest-quality customer service communication methods have failed to be met. In effort to put an end to these types of errors, we have changed our assembly process to include the testing and verification of the output voltages in the powers transformers we use in our products.
We highly value your business and would like to offer you two new fully tested units to replace the malfunctioning ones. We can have two of our technicians come out to your location and install the new units free of charge.
Please let me know if you would indeed like to exchange the faulty units or if you wish for a refund. I look forward to hearing from you and hope to continue to have a successful business relationship. You can reach me at 555-555-5555 if you would like to further discuss this matter.
Sincerely,
Bob Hope
Bob Hope
Field Service Manager
9500 Lonestar Boulevard
Dallas, TX 75250
July 28, 2013
Mr. Grady McKenzie
Terra Computers Co.
8670 Main Street
Dallas, TX 75225
Dear Mr. McKenzie:
Thank you for your letter concerning the problems you have been experiencing with the F-24Z Illuminators you purchased from our company. I sincerely apologize for the inconvenience this situation has caused you and you employees.
I have investigated this issue and have learned that these particular run illuminators were built using power transformers that have since been recalled by their manufacturer. The manufacturer tells me that the output of this particular batch of power transformers have a higher output voltage than they are rated and sold for.
You should have been immediately notified of this issue and I apologize that our usual highest-quality customer service communication methods have failed to be met. In effort to put an end to these types of errors, we have changed our assembly process to include the testing and verification of the output voltages in the powers transformers we use in our products.
We highly value your business and would like to offer you two new fully tested units to replace the malfunctioning ones. We can have two of our technicians come out to your location and install the new units free of charge.
Please let me know if you would indeed like to exchange the faulty units or if you wish for a refund. I look forward to hearing from you and hope to continue to have a successful business relationship. You can reach me at 555-555-5555 if you would like to further discuss this matter.
Sincerely,
Bob Hope
Bob Hope
Field Service Manager