4 Adjustment by Telephone
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8/8/2019 4 Adjustment by Telephone http://slidepdf.com/reader/full/4-adjustment-by-telephone 1/3 Adjustment by Telephone CALLER: You are a Sales Representative working for Sony Singapore. You receive a letter of complaint from the Purchasing Officer of ZO Media Pte Ltd: [email protected] 2 October 2009: 2:49pm TO: [email protected] CC: [email protected] BCC: ATT: Thai_Airways_ticket_receipt.jpeg; Mercure_Hotel_receipt.jpeg SUBJ: Promotion of Sony Vaio Z Laptops Dear Didi, I’m sorry to have to write in to complain about the quality of the Sony Vaio laptops (model VGN Z36GD) that we recently purchased from you and the technical support we have received. Our purchase of 40 laptops (Invoice No: SV09-132) was delivered to us on June 29 2009. Since then, a total of eight laptops have broken down, resulting in tremendous frustration and downtime. Calling for your service technician to attend to us is a time-consuming and annoying process. Your automated telephone system makes it difficult to make an appointment, having to go through many menus and options before we reach an actual Customer Service Officer to do so. Subsequently, the response time is slower than promised. On average, a technician has responded to your service request two working days after our call. To make matters worse, the repair turnaround time has taken seven working days on average instead of the promised three. The last straw was when one of the laptops belonging to our senior marketing executive broke down in Bangkok. He could not find the service centre, thus resulting in a wasted business opportunity as he was unable to make his presentations to potential clients. I am sure you can understand our disappointment and frustration that firstly, such breakdowns can occur as such frequency. Sony is supposed to be renowned for its quality, yet this has not proved to be the case. As such breakdowns have taken place so soon after our purchase, I would like for these eight laptops to be replaced by new ones, and a thorough service check done on the remaining thirty-two laptops, with the same replacement done for the laptops that appear faulty. In addition, could you please look into the reason for the delays in your onsite- service and repairs? It is unacceptable that such delays persist since they affect our staff’s performance. Finally, we seek compensation for the wasted business trip to Bangkok. Aside from the frustration and humiliation our staff faced, the flight and hotel stay amounted to S$1215. I have attached the receipts for the flight to and from Bangkok, as well as the hotel stay at the Mercure for 3 days, and expect that you will compensate us for the total. As I would like to resolve all the above matters as soon as possible, please do not hesitate to call me at 6336 8181. I look forward to hearing from you soon. Best regards, Faridah Said Purchasing Officer ZoMedia Pte Ltd 179 River Vallly Road #01-01 River Valley Building Singapore 179033 www.zocard.com
Transcript of 4 Adjustment by Telephone
8/8/2019 4 Adjustment by Telephone
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Adjustment by Telephone
CALLER:
You are a Sales Representative working for Sony Singapore. You receive a letter of complaint from the Purchasing
Officer of ZO Media Pte Ltd:
2 October 2009: 2:49pm
CC: [email protected] BCC:ATT: Thai_Airways_ticket_receipt.jpeg; Mercure_Hotel_receipt.jpegSUBJ: Promotion of Sony Vaio Z Laptops
Dear Didi,
I’m sorry to have to write in to complain about the quality of the Sony Vaio laptops (model VGN Z36GD) that werecently purchased from you and the technical support we have received.
Our purchase of 40 laptops (Invoice No: SV09-132) was delivered to us on June 29 2009. Since then, a total of eight laptops have broken down, resulting in tremendous frustration and downtime.
Calling for your service technician to attend to us is a time-consuming and annoying process. Your automated
telephone system makes it difficult to make an appointment, having to go through many menus and options beforewe reach an actual Customer Service Officer to do so.
Subsequently, the response time is slower than promised. On average, a technician has responded to your servicerequest two working days after our call. To make matters worse, the repair turnaround time has taken seven workingdays on average instead of the promised three.
The last straw was when one of the laptops belonging to our senior marketing executive broke down in Bangkok. Hecould not find the service centre, thus resulting in a wasted business opportunity as he was unable to make hispresentations to potential clients.
I am sure you can understand our disappointment and frustration that firstly, such breakdowns can occur as suchfrequency. Sony is supposed to be renowned for its quality, yet this has not proved to be the case. As suchbreakdowns have taken place so soon after our purchase, I would like for these eight laptops to be replaced by newones, and a thorough service check done on the remaining thirty-two laptops, with the same replacement done for the laptops that appear faulty.
In addition, could you please look into the reason for the delays in your onsite- service and repairs? It isunacceptable that such delays persist since they affect our staff’s performance.
Finally, we seek compensation for the wasted business trip to Bangkok. Aside from the frustration and humiliationour staff faced, the flight and hotel stay amounted to S$1215. I have attached the receipts for the flight to and fromBangkok, as well as the hotel stay at the Mercure for 3 days, and expect that you will compensate us for the total.
As I would like to resolve all the above matters as soon as possible, please do not hesitate to call me at 6336 8181.
I look forward to hearing from you soon.
Best regards,
Faridah Said
Purchasing Officer ZoMedia Pte Ltd179 River Vallly Road#01-01 River Valley BuildingSingapore 179033www.zocard.com
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Adjustment by Telephone
You have investigated the case, and found the following:
• Slow response time to service request due to unusually high number of service requests.
• Slow turnaround time to repair due to lack of trained service technicians for the new Z model; trainers still in
Japan undergoing course. Laptops currently being sent to HQ in Japan at Sony’s own expense.
• Request for replacement of laptops: technical reports show that one of the laptops had been tampered with
(thus voiding warranty), three had been exposed to water (water marks on motherboard) and the final four
had some Windows Vista issues which have since been resolved with a complete re-installation. The latter
have been repaired and returned. No claim for replacement can be entertained; however, your Sales Manager
has agreed to give a 30% discount off the cost of the three motherboards and 10% discount off the cost of the
HDD. If this is agreeable, confirm in writing and Technical Support will proceed with the repair.
• Request for compensation: official policy is to reject claim, however, your Sales Manager has agreed to
compensate 30% of the total bills incurred IF the laptop involved was one of the four that had Vista
problems. Client must furnish proof that it was so and if client is agreeable, will settle by cheque within 30
days.
• Automated telephone system: agree that it takes far too long to reach a service technician; have given
feedback to the relevant department, and will give the direct name and number of the service technician in
charge of the Z model laptops.
Call the Purchasing Officer of Zo Media Pte Ltd to apologise and explain what has happened. Remember to stay calm,
courteous and professional at all times.
Take notes of the call, so that you can keep your Sales Manager informed.
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Adjustment by Telephone
RECEIVER:
You are a Purchasing Officer working for Zo Media Pte Ltd. You wrote the following letter to the Sales
Representative of Sony Singapore:
2 October 2009: 2:49pm
TO: [email protected] CC: [email protected]
BCC:ATT: Thai_Airways_ticket_receipt.jpeg; Mercure_Hotel_receipt.jpegSUBJ: Promotion of Sony Vaio Z Laptops
Dear Didi,
I’m sorry to have to write in to complain about the quality of the Sony Vaio laptops (model VGN Z36GD) that werecently purchased from you and the technical support we have received.
Our purchase of 40 laptops (Invoice No: SV09-132) was delivered to us on June 29 2009. Since then, a total of eightlaptops have broken down, resulting in tremendous frustration and downtime.
Calling for your service technician to attend to us is a time-consuming and annoying process. Your automatedtelephone system makes it difficult to make an appointment, having to go through many menus and options beforewe reach an actual Customer Service Officer to do so.
Subsequently, the response time is slower than promised. On average, a technician has responded to your servicerequest two working days after our call. To make matters worse, the repair turnaround time has taken seven workingdays on average instead of the promised three.
The last straw was when one of the laptops belonging to our senior marketing executive broke down in Bangkok. Hecould not find the service centre, thus resulting in a wasted business opportunity as he was unable to make hispresentations to potential clients.
I am sure you can understand our disappointment and frustration that firstly, such breakdowns can occur as suchfrequency. Sony is supposed to be renowned for its quality, yet this has not proved to be the case. As suchbreakdowns have taken place so soon after our purchase, I would like for these eight laptops to be replaced by newones, and a thorough service check done on the remaining thirty-two laptops, with the same replacement done for the laptops that appear faulty.
In addition, could you please look into the reason for the delays in your onsite- service and repairs? It is unacceptablethat such delays persist since they affect our staff’s performance.
Finally, we seek compensation for the wasted business trip to Bangkok. Aside from the frustration and humiliation our staff faced, the flight and hotel stay amounted to S$1215. I have attached the receipts for the flight to and fromBangkok, as well as the hotel stay at the Mercure for 3 days, and expect that you will compensate us for the total.
As I would like to resolve all the above matters as soon as possible, please do not hesitate to call me at 6336 8181.
I look forward to hearing from you soon.
Best regards,
Faridah Said
Purchasing Officer ZoMedia Pte Ltd179 River Vallly Road#01-01 River Valley BuildingSingapore 179033www.zocard.com
You receive a call from the Sales Representative to discuss the issues you have raised. Remain calm, courteous and
professional. Listen to what he has to say, and consider whether his explanations are reasonable and his compensation
acceptable.
While you are authorised to make decisions, you may wish to refer certain matters to Dave Praveen, your Purchasing
Manager, if you are uncertain. He is currently overseas and will return in about three days’ time.
Take notes of the call so that you can keep your Purchasing Manager informed.
