Comproduct+by+Karen+and+Kevin

To: Michelle Li (Trainee Electronic & Information Engineering Manager) From: Chris Chan (Trainee Electronic & Information Engineering Manager) Date: 29 March 2008 Subject: Customer complaint Hi Michelle I hope you can help me. I’ve just received a complaint letter from Jameson Technology about the computer monitors. First, they said that they can’t contact our sales department and are unable to get any response from us. The second problem is that they were dissatisfied about the quality of the monitors. They complained that the monitors are nearly impossible to tilt or to swivel their screen. Also they were dissatisfied about the quality of the image on the screen. Finally, they complained about the complicated warranty policy of our company. I think the first problem is caused by the Computer Exhibitions held recently, so that the staff of the sales department were not working in the office. The second problem may caused by the bad connection, setting and rotated over the position limitation by the customer. Lastly, the complicated warrant policy is used to make sure the customers have read all pages of the documents and understanding the content of the warranty. Do you have any advice for the solutions? Thanks in advance for any help you can give me. I am looking forward to your early reply. Cheers Chris To: Anson Cheung (Senior Sales Manager) From: Chris Chan (Trainee Electronic & Information Engineering Manager) Date: 1 April 2008 Subject: Complaint about our company service and product Dear Anson I have received a letter from Jameson technology regarding their order number 0335. The writer, Jacky Lee, mentions three problems. The first problem was there were no responses from the sales department when the writer contacts us. Another problem was about the quality of the monitors. They complained that with the monitor it is nearly impossible to tilt or swivel the screen as they wanted and the quality of the image on the screen was far from satisfactory. The complicated warranty policy of our company was the last problem that the writer mentioned. In my opinion, the first problem was due to the lack of staff in the sales department in the office recently. Since the Computer Exhibitions was held recently, the staff in the sales department needed to help in the exhibition, so they were not working in the office. The second problem was probably a result of the bad connection, setting and rotated over the position limitation by the customer. Lastly, the complicated warranty policy was used to make sure the customers have read all pages of the documents and understanding the content of the warranty. In order to solve this difficulty, I suggest that a staff member is assigned to take the responsibility of replying the phone call or email from the customers. For the second problem, I suggest that we can provide the technical service for Mr. Lee in order to solve the problem of their monitors. For the last problem, I recommend that we can simplify the warranty policy such that the user only signs one or two names at the end of the warranty documents. If my suggestions meet your approval, I'll implement them immediately. Kind regards Chris