Hello folks,

I am newbie in this forum. I'm not get used to write in English so I hope you forgive me any mistakes I may have. Let's get to the point. Would you be so kind as to show me how to improve my essay?. The excercise is about answering a complaint e-mail. The first letter is the letter of the person who complains. The letter at the bottom is my reply.

Exercise : You are working at Solihull Tourist Information Office, and you receive the following e-mail complaining about a mistake in the booking of tickets for a dance show. Answer apologizing for the mistake and offering a solution.

E-mail

To: Email Removed">Email Removed

From: Email Removed">Email Removed

Subject: COMPLAINT

Dear sir/madam,

Last Monday I booked by telephone two tickets for the dance show “The Swans’ Lake” for Wednesday night at 21:00 at the town theatre, which I paid in advance with my credit card. To my surprise when I arrived with my wife at the theatre there were no tickets booked for me. Looking in the computer they discovered that I had two tickets booked for next month’s “Tyrolese Song Contest”. Not only I don’t like Tyrolese music, but next month I will be back in my country. I asked for a refund, but they said they couldn’t give my money back. I want a solution.

Yours

Roberto da Silva

Answering the complaint

To: Email Removed">XXX

From: Email Removed">XXXXX

Subject: RE: COMPLAINT TICKETS

Dear Mr. Da Silva,

In reply to your email, I’d like to inform you on behalf of our premises that we are sorely disappointed about what you’ve been experienced. We appreciate your feedback to continue to deliver a first class service.

It’s neither our firm’s policy to refund our clients nor giving an unsatisfactory service. However, we can’t spoil our motto: “Client is always right”.

I hope you can accept our apologies when I reply to you regarding as the source of the problem.

From what we have been able to find out , Marc Steven Graham was the person in charge of this fraudulent act. This person purchased the tickets from another performance and then resold them on our site.

I can assure you this person have been deactivated from our site. We will get your money back and a cut-price by 50% whether you return the “Tyrolese Song Contest” tickets.

Given that “The Swans’ Lake” is not on the air at the town theater anymore we’ll be glad you accept a new one ticket for this show on Novello Theater, two blocks farther.

I’m looking forward to hearing from you again soon. As a sign of goodwill, I enclose you a list of theater where the show is on air.

Don’t hesitate to contact us for any further requirement. We are at your service at this email and at 0121 704 631.

XXXXX,

Customer Service
Answering the complaint

To: XXX

From: XX

Subject: RE: Error in Ticket Booking

Dear Mr. Da Silva

This is in connection to your mail expressting your disappointment over a serious error in the booking of tickets.

On behalf of our establishment I would like to inform you that we are sorely disappointed over what you have experienced. We express our sincere apologies for that.

It is a policy of the firm that clients do not get the refund of their payment. However we always strive to provide utmost satifaction to our clients with our service and we will not do anything that will tarnish our motto: “Client is always right”.

I hope you will accept our apologies when I explain the cause of the problem.

From our investigation we have been able to find that Marc Steven Graham was the cause of this fraudulent act. This person purchased the tickets from another theatre/performance and then resold them on our site.

Now we have deactivated all his links to our site and I assure you that this problem will not arise in future. We will try with all our means to get your money back and refund 50 per cent of it in case you return the tickets for “Tyrolese Song Contest.”

Given that “The Swans’ Lake” is not on the air at the town theater anymore we would be glad if could you accept a new ticket for this show at Novello Theater, two blocks farther.

I am looking forward to hearing from you soon. As a sign of goodwill, I have attached a list of theaters where the show is on air.

We appreciate your feedback to continue to deliver a first class service.

Please do not hesitate to contact us for any further requirement. We are at your service at this email and at 0121 704 631.

XXX,

Customer Service

Note: The sentence in red is an indication thatI am not sure with the changes I have done.
Thank you so much for your help, vsuresh. I really appreciate it.