Question 1: (Memo)

Write a memo to the internal staff, including the quality control team, the sales department,
and relevant departments, addressing Mr. Smith's complaint. (Word limit: 200-250 words)

To: Quality Control Team, Sales Department and Packaging Department

From: Customer Relations Department
Date: 3 November 2023
Subject: Mr. Smith’s Complaint on Damaged Laptop Screen

Dear Quality Control Team, Sales Department and Packaging Department,

Our department has received a complaint from our customer, Mr. Smith regarding his purchased
laptop, Apple Macbook Air 13”. The screen of the laptop was damaged, and he requested a
replacement or a refund in his complaint as he was unsatisfied with the product.

In order to address Mr. Smith’s complaint effectively, I kindly request the following actions from
the respective departments:
(1) Quality Control Team
• Examine the quality of the same batch of products
• Keeping detailed records on inspection and testing of the products in order for tracking.
(2) Packaging Department
• Examine the laptop packing procedures to find out the possible problems that could have
led to the damage.
• Examine the materials used for packaging to make sure the laptop will be properly secured
during transportation.
(3) Sales Department
• Replace a new laptop with a discount voucher for Mr. Smith as soon as possible.
• Provide Mr. Smith with a full refund with a discount voucher if unable to have a
replacement laptop for him.

The cooperation of the departments involved in prioritizing this matter is much appreciated for
taking necessary actions to resolve the issue immediately. Our main objective is to ensure customer
satisfaction and maintain our reputation for providing high-quality products.
Thank you for your attention to this matter. If you have any questions or concerns, please do not
hesitate to contact me.
QUESTION 2: (Letter of Adjustment)
Compose a letter of adjustment addressed to Mr. Smith, responding to his complaint about
the damaged laptop screen. (Word limit: 200-250 words)

Senheng Electric (KL) Sdn Bhd

42 & 44, Jalan Pandan 3/2 (Pandan Jaya)
55100 Kuala Lumpur, Malaysia

3 November 2023
Mr. Smith
C-7-5 Prima Setapak Condominiums
Jalan Prima Setapak
53300 Kuala Lumpur, Malaysia

Dear Mr. Smith

RE: COMPLAINT ABOUT THE DAMAGED LAPTOP SCREEN

Thank you for reaching out to us through your letter on 31 October 2023 regarding the laptop
Apple Macbook Air 13”, that was purchased recently from us during the 10.25 Payday Sale. We
are here to express our apology for the inconvenience caused. We are committed to resolving this
matter as soon as possible.

Upon reviewing your case, we discovered that the laptop you received has a damaged screen. We
have carried out an investigation on this matter and there was improper handling of the packages
during the delivery process. Therefore, we would like to offer you a replacement after you return
the damaged laptop to our warehouse by using the shipping labels sent to you via email.

We acknowledge that you are frustrated and inconvenienced by this circumstance but be assured
that we will take all necessary steps to guarantee that the replacement is thoroughly inspected and
found to be in great condition before being dispatched to you. The replacement should arrive in
the coming days once we receive the returned item.

We take this problem seriously and will keep customer satisfaction as our priority. It is our
objective to provide our customers with good quality products and excellent services from our
store.
We appreciate your understanding and look forward to keeping you as one of our devoted
customers. We eagerly await your response as soon as possible.

Yours sincerely

Ahmad Faiz

Ahmad Faiz bin Ibrahim

Customer Relations Manager
Senheng Electric (KL) Sdn Bhd