Write a Formal Letter RESPONSE TO A COMPLAINT: Response to a Customer Complaint.

Question

Write a Formal Letter  

RESPONSE TO A COMPLAINT: Response to a Customer Complaint. See Unit 2, Module 10, p. 159 and Unit 2, Module 11, p. 182

You are a regional manager of a movie theater chain. You recently had this letter forwarded to you.

Dear Cinema Max

I want my money back! I paid $9 to see The Monster's Bride, and because the screen was so dark, I could hardly see anything at all. Half the time, the screen was almost pitch black! Besides that, the movie was total garbage and nothing like the advertising suggested. And why did I have to sit through half an hour of railers before the movie? You should pay me for wasting my time. You guys are a bunch of crooks.

Sincerely,

Glenn McCann

Because individual tastes vary greatly, it is not company policy not to offer refunds when a moviegoer dislikes a particular film. However, your company just made a controversial move to use new bulbs for the projectors that can be somewhat dimmer. For most films, the difference would be negligible, but with dark cinematography, like horror films, it may be noticeable. Though the tone of Mr. McCann’s letter is offensive, he is a customer and may have a valid point. Respond offering a 50% discount on his next ticket purchase. Be sure to avoid negative messaging and emphasize positive messaging. Remember that the most emphatic parts of a business letter are the opening and closing. You also do NOT want to be argumentative in business letters. Use Module 10 and 11, and in particular, LO 11 - 1 through 11 - 6. See p. 170 for an example of a refusal letter with an alternative.

Explanation / Answer

Subject: Regret for the inconvenience caused, will provide compensation during the next buy.

Hi,

This is in reference to the grievance that you expressed regarding the quality of the movie and the screen. I would like to deeply apologize to you because of the inconvenience caused and I can understand that you did not have a fair experience with us.

I would like to mention here, that the movie was a horror film and generally the environment is made even more dark for the effects to work, hence we understand that the screen was dark but that should not cause a major problem to view the screen. We are generally responsible to display the movie shows although we are not responsible for maintaining the quality of the movie shows and moreover the likes and dislikes generally vary from one person to another because it is relative.

We are extremely sorry that are unable to provide you the refund of the ticket price because it is our company policy but we understand your situation and as we value our customers a lot, we will be giving you a discount of 50% in your next booking in order to compensate ur loss to some extent. We would like you to avail our services again.

Thanks

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