Business Communication Assignment editing
Shaikhalan
neg_responce_letter.docx
HYDRO-WHIRL REPAIRS
19200 Balboa Boulevard
San Fernando, CA 90010
315-555-1234
www.CQRepairs.com
Date: March 29,2016
Mrs. Gloria Hochholter, 1403 Glendale Blvd., Sylmar, CA, 93024
Dear Mrs. Hochholter:
You are one of our best customers. Thank you for choosing our company and trusting us that we can provide products at their best. Your choice proves to us that we make great deals and creative products. I would pleasingly remind you that we consistently receiving excellent customer service ratings conducted by J.D. Power and Associates. Which makes us build more durable washing machines. We also have “Peace of Mind” repair service plan (for only $10.99 a month) that will cover the cost of approved mechanical repairs. Not to mention that we also have a fleet of trained technicians who travel to your home for repairs to any damages.
After we received your message, we immediately contacted our technician center to schedule an appointment for fixing your machine. Once our trained technicians for a technical inspection arrived they noticed that your machine wasn’t working for two reasons:
· The machine was not plugged into an adequate electrical service circuit. You had to plug it in to a heavy-duty 20-amp circuit instead of 15-amp circuit.
· The tub basket was overloaded with floor rugs, which as a result cracked the basket.
As we live in a modern lifestyle machines are improving and requires a correct electrical installation and proper costumer usage and care. Although our products does have “Peace of Mind” maintenance repair service plan, but we are sorry to inform you that it will not cover the damages on your machine’s breakdown for the following reasons:
1. There is no record that a qualified Hydro-Whirl service technician installed the machine when it was purchased one year ago (if it had been, an adequate electrical circuit would have been required). Which means your plan does not cover it.
2. Our company’s service plan only covers proper customer usage of the machine, as directed in the instruction manual. It does not cover water damage from burst hookup hoses installed by the customer or damage caused from washing heavy rugs that are beyond the machine’s safe operating capacity.
3. Apart from the monthly service plan, your manufacturer’s warranty has expired, plus the warranty only covers manufacturing defects.
I sincerely apologize for the inconvenience, but we are unfortunately unable to complete your request for the previous reasons. As our company has the best customer service, we care about you and about you.
About you and your business with us, so we offer alternative solutions. We can have your machine repaired at current market costs for labor and parts, estimated on the technician’s original in-home inspection invoice. We can also sell you a refurbished washing machine at a discount price of $249 plus delivery and certified technical installation labor fees. The last alternative is that you can purchase a new machine at full retail cost and your Peace of Mind service will transfer to the new machine with no extra charge.
As I said before you are one of our best and valued customer we’d like to offer you a 15% discount on a new Hydro-King washing machine model. With this capon you can purchase a 2016 model, which has more improved features in it. Our company cares about their costumers. I will be looking forward to hear your response as soon as you get my message.
Best regards,
Shekhah alansari
Shekhah Alansari
Customer Account Manager
(312)-667-2876
