Boswell
February 25, 2013
Customer Service
Computer Time
556 Seventh Avenue
Mason City, Iowa 50401 Dear Customer Service Representatives,
Boswell & Sons bought an Olympic Systems, Model PRS-2 CD-ROM drive from your store on November 15, 2006, during your pre-Christmas sale, when it was marked down to $199.95. We didn’t use the unit until January, because it was bought for my assistant, who unexpectedly took six weeks’ leave from mid-November through December. You can imagine her frustration when she first tried using it and it didn’t work.
On January, we took the drive to the authorized service center and were assured that the problem was merely a loose connection. The service representative fixed the drive, but in April we had reasonably well, although the response time is occasionally slow. Two months ago, the drive stopped working again. Once more, the service representative blamed a loose connection and made the repair. Although the drive is working now it isn’t working very well. The response time is still slow, and the motor seems to drag sometimes.
What is your policy on exchanging unsatisfactory merchandise? Although all the repairs have been relatively minor and have been covered by the one-year warranty, we are not satisfied with the drive. We would like to exchange it for a similar model from another manufacturer. If the new drive costs more than the old one, we will pay the difference, even though we generally look for equipment with heavy business discounts.
Boswell & Sons has done business with your store for six years and until now has always been satisfied with your merchandise. We are counting on you to live up to your reputation for standing behind your products. Please, let us hear from you soon.
Sincerely,
Jill
Customer Service
Computer Time
556 Seventh Avenue
Mason City, Iowa 50401 Dear Customer Service Representatives,
Boswell & Sons bought an Olympic Systems, Model PRS-2 CD-ROM drive from your store on November 15, 2006, during your pre-Christmas sale, when it was marked down to $199.95. We didn’t use the unit until January, because it was bought for my assistant, who unexpectedly took six weeks’ leave from mid-November through December. You can imagine her frustration when she first tried using it and it didn’t work.
On January, we took the drive to the authorized service center and were assured that the problem was merely a loose connection. The service representative fixed the drive, but in April we had reasonably well, although the response time is occasionally slow. Two months ago, the drive stopped working again. Once more, the service representative blamed a loose connection and made the repair. Although the drive is working now it isn’t working very well. The response time is still slow, and the motor seems to drag sometimes.
What is your policy on exchanging unsatisfactory merchandise? Although all the repairs have been relatively minor and have been covered by the one-year warranty, we are not satisfied with the drive. We would like to exchange it for a similar model from another manufacturer. If the new drive costs more than the old one, we will pay the difference, even though we generally look for equipment with heavy business discounts.
Boswell & Sons has done business with your store for six years and until now has always been satisfied with your merchandise. We are counting on you to live up to your reputation for standing behind your products. Please, let us hear from you soon.
Sincerely,
Jill