Comproduct+by+Alex+and+Reid

To: Michelle Li (Trainee Electronic & Information Engineering Manager of Comproduct) From: Chris Wong (Trainee Electronic & Information Engineering Manager of Comproduct) Date: 28 March 2008 Subject: Complaint on malfunctioning computer monitors

Hi Michelle, I’ve just received a complaint letter from a customer. He was complaining about the malfunction of the monitors. Please give me some suggestions.

__Problems:__ He found that he was unable to tilt or swivel the screen to their preferred position and angles. Besides, the image on the screen was dissatisfactory, as the images or characters displayed on the screen were unstable and flickering. Space between the individual characters and lines of text was insufficient. Moreover, he complained that the warranty policy was complicated.

__Causes:__ The first problem is due to hardware problem, one reason for that is the customers did not unlock the locks before tilting or swiveling the screen, so no adjustments on angle or position can be made. The second problem is due to software problem, once the device was settled, software/drivers should be installed before use and the customers might forget to do so. The last problem is the complexity in warranty policy. Customers need to sign every page of the warranty documents and it was very time consuming.

(What about the customer service problem?)

Looking forward to your early reply.

Cheers Chris

To: Anson Cheung (Senior Sales Manager) From: Chris Wong (Trainee Electronic & Information Engineering Manager of Comproduct) Date: 29 March 2008 Subject: Complaint on malfunctioning computer monitors

Dear Mr Cheung,

I have received a complaint letter from a customer. He was complaining about the malfunction of the monitors and the complicated warranty policy. There are three problems and the causes and solutions are listed as follows.

__1. Hardware problems__ Customers found that they were unable to tilt or swivel the screen to their preferred position and angles. This was due to the locks on the hardware configuration. Locks are used to fix the angle or position of the screen, so locks should be turn off before making any adjustment. One possible solution is providing them with a user manual or notice which shows the steps on installation.

__2. Software problems__ Customers found that the quality of image were dissatisfactory. The images or characters displayed on the screen were unstable and flickering. Space between the individual characters and lines of text was insufficient. This is because the required software/drivers have not been installed. To solve the problem, we can send the drivers and guidelines to the customers and let them install the driver immediately.

__3. Complicated warranty policy problems__ Customers need to sign every page of the warranty documents and it is very time consuming. In order to increase the efficiency and flexibility, adjustment can be made on the old policy. For example, we can accept photocopying or mass endorsement.

To maintain goodwill with the customers, we can offer him a discount (15% off) off his next purchase. I hope these suggestions can be approved.

I am looking forward to hearing from you soon.

Kind regards Chris