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  • 8 EO40305 Act4

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    Beatrice Bacalbasa
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    S.N. from Montreal complains in a letter about poor service received from an electronics store in Dartmouth. He had seen an advertised price for a stereo system but was told it was out of stock and would be delivered within a few days if he left a $50 deposit. Weeks later, he still had not received the stereo and calls to the store only resulted in excuses. The store said he could either continue waiting or receive his deposit back but S.N. felt he should receive an equivalent stereo to the advertised one since they could not deliver the originally promised item. After the complaint letter, the store ultimately offered S.N. a better stereo model than the original at no extra cost to resolve the issue.

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    activity

    Original Title

    8-EO40305-Act4

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    S.N. from Montreal complains in a letter about poor service received from an electronics store in Dartmouth. He had seen an advertised price for a stereo system but was told it was out of stock and would be delivered within a few days if he left a $50 deposit. Weeks later, he still had not received the stereo and calls to the store only resulted in excuses. The store said he could either continue waiting or receive his deposit back but S.N. felt he should receive an equivalent stereo to the advertised one since they could not deliver the originally promised item. After the complaint letter, the store ultimately offered S.N. a better stereo model than the original at no extra cost to resolve the issue.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    4 views3 pages

    8 EO40305 Act4

    Uploaded by

    Beatrice Bacalbasa
    S.N. from Montreal complains in a letter about poor service received from an electronics store in Dartmouth. He had seen an advertised price for a stereo system but was told it was out of stock and would be delivered within a few days if he left a $50 deposit. Weeks later, he still had not received the stereo and calls to the store only resulted in excuses. The store said he could either continue waiting or receive his deposit back but S.N. felt he should receive an equivalent stereo to the advertised one since they could not deliver the originally promised item. After the complaint letter, the store ultimately offered S.N. a better stereo model than the original at no extra cost to resolve the issue.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 3

    ACTIVITY 4:

    COMPLAINT COLUMN

    ACTIVITY 4: COMPLAINT COLUMN


    Complaint Letter

    STORE UPGRADES STEREO AT NO EXTRA COST


    I'd like to complain about the poor service that I received from a store
    in Dartmouth.
    A few weeks ago, I went to this store to buy a Zoniac XPP770 ministereo system, which had been advertised for $330. Although the system I
    wanted was not in stock at that branch, the salesman checked the computer
    and told me there were 26 available at the warehouse. If I left a $50
    deposit he told me I would have mine within a day or two. He even convinced
    me to buy a five-year warranty for $80.
    I'm still waiting for my stereo system. I phone every day, but get only
    the runaround. I also make daily calls to other branches that also seem to be
    waiting for their shipment.
    And what about that ad? If the company can't deliver its advertised
    merchandise, I should get a unit equivalent to the one I wanted. The store,
    however, says I can either wait or get my deposit back.
    S.N., Montreal

    -9-

    EO 403.05

    ACTIVITY 4:

    COMPLAINT COLUMN

    Worksheet
    Instructions:

    As a group, answer the questions about the complaint letter and


    response.

    1.

    Who is involved?

    2.

    What are the circumstances of the complaint?

    3.

    How did the store respond?

    4.

    What corrective action did the customer insist on?

    5.

    Did the store want to fulfil his request?

    EO 403.05

    - 10 -

    ACTIVITY 4:

    COMPLAINT COLUMN

    Response Letter

    HALIFAX STAR
    March 1999
    Our reader was initially told by the store manager that the XPP770 was
    no longer available and was offered a replacement for $469. He decided,
    however, that his budget wouldn't allow it and asked for a better suggestion.
    The customer-service director contacted us and was willing to refund the
    deposit and even came up with an exchange offer. Our reader showed no
    interest, arguing that he had wanted and still wanted the Zoniac system
    they had originally advertised. He told us that the store had a similar model
    in stock but they refused to give it to him.
    The store ultimately had a change of heart and our reader was invited to
    pick up a better model - the Zoniac A-7000 and did not have to pay an extra
    dime.

    - 11 -

    EO 403.05

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