Compose a letter in which you - in the role of the poorly treated individual cus

Question

Compose a letter in which you - in the role of the poorly treated individual customer that you received poor customer service or you purchased an inadequate or defective product – communicate professionally while you relay the sordid details regarding the incident or the product.

Notice that:-

Paragraph 1:  is the genteel opening paragraph

Paragraph 2: states the facts of the issue/concern/problem

Paragraph 3: appeals to the reader’s empathy, and

Paragraph 4: should provide at least one possible solution.

Explanation / Answer

Hi Team,

Greetings for the day.

I have recently purchased an xxx mobile phone from your site during the special sale on 20th April. I was amazed at the features of the phone, the price discount offered as well as the super fast delivery service provided by your firm. I also did multiple purchases on your site earlier which prompted me to go with your site for the purchase of the phone.The phone reached in 2 days from the date of my order and I couldn't wait any longer to unwrap the package and start exploring the features of the phone.

When I started exploring all the basic features and moved to advanced features of the smartphone, I realized that there was an issue with the hardware that is resulting in overheating of the phone whenever it is continuously charged and used for more than 15 minutes. Sometimes, it appears as if the phone is about to get damaged or blasted resulting in a possible harm. As I took sometime to realize the existence of the issue, I couldn't return the phone within the stipulated 15 days time.

I called your customer service multiple times and raised multiple service requests to accommodate the return request as it is just a day late and the problem was realized pretty late. They also recommended me to contact the mobile phone manufacturer directly who is requesting a warranty card as proof of warranty. Though the phone has a warranty card, it was neither signed by the dealer nor by your firm and hence, it deemed to be invalid for the phone and the phone company rejected to provide a free replacement of the product.

Considering these hiccups and issues, I request for an immediate response from your end and request for help to get the phone either repaired or replaced or refunded. Considering your partnership with the mobile phone dealer and the communication delay from my end for which I'm not responsible, I hope there will be a resolution from your end which can either be providing the refund or replacing the phone.

Requesting your help in this regards.

Thank you,

YYY.

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