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Hi,
I had an innerview where they asked me to write an email and they gave me the context.
Context is like this. A customer will e mail you stating that finally on 3/04/2011 the set top box has been delivered.
but the set top box has been damaged and light is not blinking. So I would request you to replace it as soon as possible.
this is the context and they have asked me to apologise the customer and tell the customer that set top box will be replaced soon. and the customer name is J.K Edwards.

Dear J.K Edwards,

I am David from email support XYZ company. I am very sorry to know that your set top box has been damaged and light is not working. We apologise for the inconvenience . We will send our engineer to your residential address and if the set top box is damaged and light is not working then it will be replace in 2 working days. Thank you for contacting email support XYZ company.

Regards,
David,
email support.
XYZ company.

If there are any mistakes in the email which I have written please do correct it and reply me. I am eagerly waiting for your reply.
Thank you.
Comments  
I am David from email support, XYZ company. I am very sorry to know that your set top box has been damaged and the light is not working. We apologise for the inconvenience. We will send our engineer to your residential address and if the set top box is damaged and the light is not working then it will be replaced in 2 working days. Thank you for contacting email support, XYZ company.
How about the ending part?
Regards,
David,
email support.
XYZ company.

should i mention this or not?

Thank you so much for your last reply...........
Try out our live chat room.
I didn't add the last part because it was fine. Of course, you need an ending on your letter.
Thanks for your reply.
Dear David,

People write emails in different ways, and may thus offer you different kinds of advice.
Here are my views on just three aspects of what you have written.

1) I teach my class never to start with eg I am David Smith. If the reader wants to know your name, he is used to glancing at the bottom of the letter.

2) I only want 'Regards' from my friends. You are not my friend. To me, you are just some guy who works for the cable company. I prefer 'Yours sincerely'.

3) When you give your name, give your first and last name, eg David Smith. If you simply refer to yourself as 'David', it indicates that you are a person of little importance in your company.

Yours sincerely,

Clive Smith Emotion: wink
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Thank you so much clive, Many people have replied but I am totally impressed to your reply, I would follow what you did say..... Thank you so much clive.

Your's sincerly,
Shravan.
I would like to add to Clive's comments, too.
In my first post, I did not comment at all on the content, only the grammar.

If I were JK, I would be insulted. You told me that you would send an engineer to my house to see if I was telling the truth! That seems like a waste of the company's money. A set-top box is really cheap - and a customer home visit would cost more than replacing the set-top box!

You did not suggest any time for this appointment, or if that was my choice for your customer service.

I would expect you to ask me to describe the damage, and then give me an authorization code for return and replacement of the unit

Cheers,
Jane Katherine Smith
You posted this thread yesterday at 06h49.
Were the answers to the same question you posted on Wednesday not to your liking?
http://www.EnglishForward.com/English/RegardingAnEmail/brjpzx/post.htm
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