Letter #1 Complaint letter
November 27th, 2020
Mr. David Green, Customer Service Manager
1006 Granville Street, Vancouver
BC, V4J 3K2
Device battery problem
Hi David,
I have purchased a GPS tracker (Device ID: 1504105) for my rental car business last month from your company and even though the tracker was able to give me an accurate location update through the cellphone application, the performance of the battery life of the tracking device was less than satisfactory. The run time was far less than what the advertisement has claimed and I am fairly disappointed with the outcome.
I suspect that the GPS tracker I have received could be one of the faulty products from the manufacturing process and if you can replace my device so I can try it out again, that will be wonderful.
My customer support ticket number is 503953 and I am looking forward to hearing from you soon.
Sincerely,
Barton Lui
Email: bartonlui.ca@gmail.com
Phone: 604-123-4567
Letter #2 Bad News adjustment Letter
November 30th, 2020
Mr. Barton Lui
1234 Main Street, Vancouver
BC, V5J 2K9
Re: Device battery problem
Hi Barton,
Thank you for contacting us about the problem. Your feedback will help us improve our product in the future.
First of all, I would like to apologize for the inconvenience this may have caused you. In regard to ticket number 503953, I have already contacted the engineering department to initiate an investigation of a possible manufacturing problem but unfortunately, so far we are unable to find the cause of your battery problem. We take our customer’s concern seriously and I would like to offer you a replacement device but we can not do that right now due to the high demand for the product and lower than normal production rate during the pandemic. Until we can get you a new replacement device, please consider a few suggestions that may improve your device’s battery performance.
- Ensure the GPS tracker has reasonable access to the sky for better signal reception. Places like underground will require the GPS tracker to search harder for signals and therefore uses more battery.
- Consider turning off the real-time location tracking option and switch to a 4hour location refresh interval for lower battery usage.
If the problem still persists, please do not hesitate to notify me again. I will be happy to replace a new device for you when our warehouse received the shipment.
Best Regards,
David Green,
Manager, Customer Service
Email: davidgreen@gpstracking.com
Phone: 604-122-4532
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