This assignment was originally submitted on July 7 as part of Lesson 3:1. I particularly appreciated completing this assignment since the two letters I wrote are a fictionalized account of a situation I was involved in earlier this year. The skills I learned writing these letters will definitely be useful in the future, since as a consumer/client it is likely that I will need to write ‘complaint’ letters again if such a situation arises. Conversely, as a staff member of an organization, I might also need to write ‘bad news’ letters communicating unfavourable news to individuals.
Letter 1 – Complaint
Alirod Ameri
2205 Lower Mall
Vancouver, BC V6T 1Z4
Rad Power Bikes
1128 NW 52nd Street
Seattle, WA 98107 USA
July 7, 2021
Dear Customer Service Team,
On November 12, 2020, I purchased a RadMission electric bike from your Canadian website (Order #82-44901). I have been using this bike for several months without an issue, but recently I have noticed a crunching noise coming from the drivetrain of the bike while riding. This noise is evident while pedalling the bike and also when using the electric motor only. I find this sound is unpleasant as it detracts from my biking experience. I am also worried that the sound might be related to a mechanical issue which may worsen over time.
As this bike falls under your 1-year limited warranty which covers defective components, I wish to have my bike repaired at no cost. I would also like to be compensated by Rad Power Bikes for the time which I have taken out of my schedule to pursue this matter. I am looking forward to this matter being resolved in a prompt and effective manner.
Sincerely,
Alirod Ameri
Letter 2 – Bad News
July 9, 2021
Alirod Ameri
2205 Lower Mall
Vancouver, BC V6T 1Z4
Dear Alirod,
Thank you for taking the time to provide a description about the issues you are experiencing with your bike. Our team is eager to help resolve this matter as soon as possible. You may bring your bike to our nearest service centre for a complementary assessment to determine the precise nature of this problem with the drivetrain.
Our database indicates your bike still qualifies for the 1-year limited warranty, which comes standard with all new bikes. If the service centre determines this issue relates to a manufacturing defect, the part will be replaced at no cost. However, if the drivetrain has become worn through normal wear and tear, or improper use, repairs will not be covered under warranty. In that case, our service centre will be happy to promptly replace the part at a nominal cost.
We would like to get you back happily riding your RadMission bike as soon as possible. Please call our Vancouver Showroom at 1-877-299-9404, and they will be able to book a service appointment for you at your earliest convenience. In line with standard industry practices, Rad Power Bikes does not compensate customers for time spent waiting for repairs. However we are pleased to offer same-day repairs for all service appointments booked in advance.
If you have any other further questions or concerns, please do not hesitate to get in touch with our team.
Sincerely,
Robert Brochenni
Rad Power Bikes, Customer Service Team
Click here to download a PDF of this document.