Comproduct+by+Jason+&+Ben

To: Michelle Li (Trainee Electronic & Information Engineering Manager) From: Jason Tam (Trainee Electronic & Information Engineering Manager) Date: 1 April 2008 Subject: Customer Problem Hi Michelle I’ve just got a letter from one of our clients complaining about us. I hope you can help me by giving some advice. First, they said that they had attempted many times to contact us by phone, but they have never been able to get any response. Have you any idea why? I think it might due to a lack of telephone line so they cannot contract to us. Secondly, the quality of the monitors was very bad. They cannot tilt or swivel the screen to their preferred position or angle. Also, the quality of the image on the screen is far from satisfactory. I think we might have sent the wrong order of the monitors. Those monitors need to be repaired, but we can just send that (what??) to them. Finally, they said that our warranty policy is so complicated and it is waste of their time. This is because every monitor needs to sign one warranty document. I’m not quite sure what to do next. What do you think we should do? Looking forward to your early reply. Cheers, Jason

To: Anson Cheung (Senior Sales Manager) From: Jason Tam (Trainee Electronic & Information Engineering Manager) Date: 2 April 2008 Subject: Customer Problem

Dear Anson,

I have received a letter from Jameson Technology regarding their order number 0335.

Firstly, our customer complains that they cannot get any response from our sales department by phone. This was due to the lack of telephone lines. Many customers contact us at the same time so they cannot contract our department. I suggest that we should set up more telephone lines to solve the problem.

Secondly, the quality of the monitor we sent is bad. We sent the wrong order to them. Those monitors need to be repaired. Therefore, I suggest that we send new monitors to our customer by express courier. Perhaps we should also offer them a 5% discount off their next order to keep their goodwill.

Finally, our warranty policy is so complicated and waste of time. This is because for every monitor the customer needs to sign one warranty document. I suggest that we should set up a web site and then our customer can enter the order number into the web to effect the warranty terms and conditions.

If my suggestions meet your approval, I’ll implement them immediately.

Kind regards, Jason