Comproduct+by+Jacqueline,+Leo,+Alan

To: Michelle Li (Trainee Electronic & In formation Engineering Manager) From: William Lam (Trainee Electronic & In formation Engineering Manager) Date: 27 March 2008 Subject: Customer Problem Hi Michelle I hope you can help me. I’ve just received a letter from Jameson Technology complaining about our products, policy and service. They said that the computer monitors they’ve ordered were malfunctioning. Also they thought the warranty policy was too complicated for them. And they were unable to contact our sales department to discuss the matter. Have you any idea why for any of these problems? I think the dissatisfactory quality of computer monitors might be due to the damage during shipping process. For the complaint of the complicated warranty policy, I think it could be to protect the customer’s rights. For the last complaint, as our company’s system is upgrading, there will be busy on both phone lines and internet. Thus there will be some calls missed. So what do you think we should do? I’m not quite sure what to do next. Looking forward to your early reply. Cheers William

To: Anson Cheung (Senior Sales Manager) From: William Lam (Trainee Electronic & In formation Engineering Manager) Date:  28 March 2008 Subject: Jameson Technology Order Dear Anson I have received a letter form Jameson Technology regarding their order number 0335. It appears that the computer monitors were malfunctioned. This was due to the damage during shipping process. They also think that the warranty policy was too complicated for them. However, it was designed in order to protect their rights. Finally they found it was difficult to contact the sales department. As our company’s system is upgrading, there will be busy on both phone lines and internet. Thus there will be some missed calls. In order to solve those problems, can I suggest that we retrieve those computer monitors and replace them with a new one. Perhaps we should construct a warranty system via Internet which may be more convenient to our customers. Also. as the company's system will have finished the upgrading within a few days, the difficulty in contacting sales staff problem can be solved. Perhaps we should also offer them a 5% discount off their next order to keep their goodwill.  If my suggestions meet your approval, I'll implement them immediately.  Kind regards  William