Benson Ehlert

87 B Street
Springville, UT 84663

Phone: 111-222-3344 ⦁ Email: bensonehlert@gmail.com

February 25, 2019

Mr. Bob Jones, Customer Service Manager

Apple
123 Ocean View Street
Los Angeles, CA 34564

Dear Mr. Jones:

Subject: Malfunctioning MacBook Computer

According to a study done on MacBook computers, 20 percent of keyboards begin to

malfunction after 12 years of use. 1 million MacBook computers were sold 12 years ago which
in turn will lead to about 200,000 malfunctioning keyboards this year.

It is desired by Apple to have a 100 percent satisfaction rate among customers. With more
customer satisfaction, Apple will have a better reputation which in turn will lead to more sales.
The warranty of MacBook computers is 11 years. Around 200,000 MacBook computers will
have malfunctioning keyboards this year. This is a great opportunity to boost customer
satisfaction by repairing the malfunctioning keyboards.

To avoid dissatisfaction of hundreds of thousands of customers and maintain a great reputation,

Apple should send a letter to customers informing them that the keyboards of MacBook
computers can be repaired for a small fee. Although it would cost Apple a lot of money to fix the
computers, it will also create loyal and life-long customers. Having great customer satisfaction
will also lead to new customers to buy MacBook computers because they know of how well they
will be treated by Apple’s customer service.

To achieve the best customer satisfaction and long term customers, please send a letter to
customers informing them that the keyboards can be repaired upon request. Thank you for being
a great company that cares about their customers.

Sincerely,

Benson Ehlert