Please help me to comment and correct my letter. Thanks
Our Ref : MTRC/L/168
18 May 2006
XYZ company
Attention: Mr. Thomas
Dear Sir,
Re : Complaint Letter of Your Company Service Provision
Further to the captioned project, our company is a sub-contractor under ABC company’s contract. Two nos. of 10tons of Split type A/C unit installation are encompassed in our contract and the units for the project are purchased from your company.
Since the communication problem between the control panel and the a/c unit has been found under the installation period. The issue is still unresolved after following the instructions on your product service manual a few times. Your technical staff is invited to come on site to evaluate the problem but only was told that the solution had been published in the service manual and refused to provide further technical support to this problem.
In addition, the timer function of A/C units were discovered not working and recorded in client’s defect list under handover meeting. Your staff uncertainly replied that the timer was an option which was not required and therefore not in the purchase agreement at the time of sale. Your staff also claimed that the service charge was waived for that telephone support to us.
We now write to express our dissatisfaction in the way your company handles the customer issues and concerns. Your company had been requested several times to provide technical support on the products in order to assist our project handover to client. However, unprofessional service provided and poor working attitude of your staff has pushed us to the utmost limits of endurance. We are surprised that as “XYZ” is one of the leading companies in Hong Kong providing equipment, your lack of professional support and responsibility is not what I expect from a business of your size.
The above matters have been arousing serious concerns for the client. Furthermore, we are considering taking your company out from our supplier list.
Thank you for your kind attention.
Yours faithfully,
For and on behalf of
Director
Projects Department
Have other strong presentation for the red part?