BUSINESS LETTERS
This assignment entailed writing business letters and it was composed of two parts:
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- The first involved writing a letter of complaint regarding an error, rude service, or poor quality product that we purchased.
- In response to this letter, the second task was to write a letter of refusal that delivered bad news about their concern to the reader.
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The aim was to learn how to express a concern or complaint in a professional manner to ensure it received a response. It was an interesting writing experience as I had to write as both the customer and the head of the customer service department.
Letter of Complaint
2035 Turnberry Lane
Coquitlam, British Columbia V3E 3N2
July 18, 2022
Robert Turner
Head of Customer Relations
Apple Inc.
One Apple Park Way
Cupertino, CA 95014
Attention: Customer Service Department
Subject: Refund Request for Apple Product
Dear Mr. Turner,
On July 4th, 2022, I purchased three Apple products including a Magic Mouse, the 2nd generation AirPods, and a 14-inch MacBook Pro in Space Grey at the Coquitlam Center location in British Columbia, Canada.
Upon receiving the AirPods and the Magic Mouse, I realized that the AirPods were the wrong generation and I actually wanted to purchase the AirPods Pro—that was my mistake. However, when I went to exchange them at the Coquitlam Centre location, I was told that a return or exchange was not possible until I had received all of the products that were purchased collectively. This is frustrating because I provided both a copy of the receipt and the unopened product, yet the staff told me I have to wait until the MacBook Pro arrived to be able to return the AirPods and get my money back.
The MacBook Pro is due to be shipped on August 15th because it is currently sold out so according to Apple staff, I will not be able to return the AirPods until next month. To resolve the problem, I would really appreciate allowing for either a return or an exchange prior to receiving the MacBook.
My order number is W854822745 and I have attached a copy of my receipt as proof of purchase. Please let me know how I can go about returning my AirPods before receiving the rest of my order.
Regards,
Danae Echeverria
Enclosure: Copy of the Magic Mouse, AirPods, and MacBook Pro receipt.
Letter of Refusal
Robert Turner, Head of Customer Relations
Apple Inc.
One Apple Park Way
Cupertino, CA 95014
July 18, 2022
Danae Echeverria
2035 Turnberry Lane
Coquitlam, British Columbia V3E 3N2
Dear Ms. Echeverria,
Thank you for taking the time to contact Apple and explain the issues you have encountered with our customer service. We regret any inconvenience you have experienced and can assure you that retaining your status as a satisfied customer is a priority.
Apple offers a strict Refund Policy and since the order is yet to be completed, it is not possible to authorize a refund or exchange at this time. You will be able to request a refund as soon as you receive your MacBook Pro and the order status is fulfilled. The 30-day return policy is not in effect until you have received all of your products and the order is fully processed; and because the items you purchased are arriving separately, you will be able to refund or exchange the AirPods—even if it has been more than 30 days since you received them.
To refund or exchange, you can bring the AirPods and provide the same receipt as before to the Coquitlam Centre location after receiving the MacBook, where a staff member will be able to process your request and a refund will be initiated immediately.
If you need further assistance, please feel free to contact Apple Store Customer Service at 1-800-676-2775 or visit the nearest location for in-person Customer Service.
Sincerely,
Robert Turner
Head of Customer Relations