Please help me to correct my letter. I would like to express seriously disappointed and dissatisfactied about the XYZ company and your staff. 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.

After following the instructions on your product service manual a few times, the communication problem between the control panel and the a/c unit is still unresolved. 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 push 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
Your letter looks good. I am in a bit of a hurry, so I do not have time to read it completely. I've glanced over it. Some remarks:
subcontractor, not sub-contractor
the units for the contract have been* purchased or will be* purchased
We have asked your technical staff
but we have been told that
Your company has been requested


Personally, I would change the last sentences into the following:
We are surprised by this lack of support. As XYZ is one of the leading companies in its field in Hong Kong, we had certainly not expected that such problems would arise.

The above matters have been arousing serious concerns for our client. Please act to satisfy this situation as soon as possible. Should you fail to satisfy our client, you would force us to reevaluate our business relationship. We always strive for excellence and expect the same attitude from our suppliers.

I hope this helps Emotion: smile
Thanks so much Philologist

Since the project had been completed and handovered to client last week. So i think the following sentence is not suitable at this moment. Have any other better recommendation to describe this situation?

"" Please act to satisfy this situation as soon as possible. Should you fail to satisfy our client, you would force us to reevaluate our business relationship.""

I would like to ask whether the tense is correctly in the following sentence.

However, unprofessional service provided and poor working attitude of your staff has pushed us to the utmost limits of endurance.



Ben