When writing a formal document, the focus should be on the audience or the reader. Writing with a “you” attitude maintains a reader-centered focus. The letter of complaint and bad news letter were both written with this in mind. Additional goals were to write with a positive and respectful tone when making and complaint/request or delivering bad news.
1234 Main Street
Nanaimo, B.C., V9V 1G5
July 20, 2020
Darren Hudson – Customer Loyalty support
Telus Communications Inc.
543 Evergreen Lane
Calgary, B.C. T2K 1E4
Dear Mr. Hudson,
I have been a loyal Telus Communications customer for over fifteen years. In that time, I have subscribed to home phone service, internet, cable television and cellular phone service. I have been quite happy with the service received until recently. The last bill we received from Telus was double the price of the previous bill.
In January, a Telus representative called and offered a two-year service agreement for a fixed price for twenty-four months of one hundred and ten dollars a month. I have enclosed the transcript from the conversation as well as the subsequent contract. All our bills matched the agreed upon information in the contract until this past month. Our most recent bill from Telus was thee hundred dollars. There was no change to our service, and we did not purchase any extras. I am hoping this is simply a computing error.
Please look into the discrepancy in our bill and send an adjusted bill to gkavaliu@gmail.com. If you would like to speak further about this matter, I can be reached at (250) 543-1234 between 9:00 am and 4:00 pm Monday to Friday. Thank you for your assistance.
Sincerely,
Glen Kavaliunas
Encl. Glen Kavaliunas – Telus Communications Bill June 2020
Transcript of telephone conversation with Telus January 2020
Contract with Telus Communications Jan 2020 – Jan 2022
Comox Sheet Metal and Heating Company
1234 Main Street
Comox, BC V9N 1J7
July 27, 2020
Mr. Cameron Thormoe
4321 Second Street
Comox, BC V9J19R
Dear Mr. Thormoe:
Congratulations on the recent addition to your home. Mr. Hun is a very skilled contractor. The last step of your addition was to add a heat pump. Unfortunately, the quote dated May 2, 2020 for installing heat pump was based on misinformation. It appears we were given the wrong house plans and details for the addition.
The quote is based on plans to add three hundred square feet onto your home. In our last phone conversation on July 15, 2020, it came clear that the addition involved adding three hundred square feet and a second story to the existing structure. This increases the challenge of installing a heat pump as ducting must be run up to the second floor. Unfortunately, the quote dated May 2, 2020 for $13,674.89 can no longer be honored. The additional ducting, drywall repair, and labor will need to be factored into the price. I have enclosed a new quote for you based on the updated information and plans from Mr. Hun. The new quote is $17,498,89, including a 15% discount on labour. We hope this will help mitigate the additional expense.
After looking over the new quote, please let us know if you would like to proceed with the installation of a heat pump. I apologize for any confusion and frustration this has caused. If you would like to discuss the matter further, I can be reached at (250) 345-5555 between 8:00 a.m. and 5:00 p.m. Monday to Friday. Please do not hesitate to call if you have any questions.
Respectfully,
Glen Kavaliunas
Owner/Technician
Encl. Updated Quote for Cameron Thormoe for heat pump installation