Request for return authorization
From customer to Customer Service or Shipping Department
I am writing to request an RTM (return to manufacturer) number for the return of Order #6SJ7. As we discussed, the sprocket holes in the new design for the nickel-plated gadgets do not align with our present geegaw design.
We have placed an order for a replacement unit.
Complaint about treatment by Customer Service
From customer to business organization, Sales Department, Marketing Department, or Customer Service
I am extremely unhappy with the treatment I received recently in a telephone call to your Customer Service department. The woman I spoke with identified herself as Judy.
I called in regard to Order #2344-6SJ7 to inquire about a pricing discrepancy between a price quote we received on March 20 and the actual cost that was billed in the order that was placed on April 2.
I was told, “Don’t you know that prices are subject to change?”
Yes, I do know that prices change. But I object to the tone taken by your representative, and I also feel that we should have been notified at the time that we placed the order that prices for chromiumplated detanglers had nearly doubled in the two weeks between my inquiry and the date of the order.
Praise about treatment by Customer Service
From customer to business organization, Sales Department, Marketing Department, or Customer Service
I wanted to let you know about the extra effort shown by one of your Customer Service representatives in dealing with us.
I called this morning to inquire about an item that has been on back-order for several weeks; this item is a critical element in our own manufacturing process and we are down to a ten-day supply in our own warehouse.
Your customer representative Marjorie Passaj went out of her way to assist us. After she had confirmed that the product was still unavailable, she put us in touch with a manufacturing engineer at Consolidated Intergalactic who helped us develop a work-around that substituted bronze parts for sections of our product line that are inside the case and reserved chromium-plated parts for those that are display. In addition to reducing our cost of manufacture, this substitution will allow us to extend our supply of chromium parts to last thirty days.
Meanwhile, Ms. Passaj was conveying our situation to your procurement department. She just called to inform me that we have a confirmed shipment date for chromium parts in fifteen days.
Ms. Passaj represents your company very well, and we are grateful for the assistance.
Request verification of warranty status
From customer to Warranty Services, Repair Department, Marketing Department, or Customer Service
Regarding the six CI impellers currently installed in our factory (see attached list of serial numbers), would you please verify the remaining warranty coverage for each device? I would also appreciate a quote on an extended warranty and preventative maintenance contract.
Requesting status and payment of rebate
From customer to Warranty Services, Repair Department, Marketing Department, or Customer Service
It has been six weeks since we submitted the paperwork for a rebate on our purchase of twelve nonmetallic inverse impellers. We have not received the rebate of $1,200 that was offered by Consolidated Intergalactic at the time of purchase.
Would you please confirm receipt of the rebate request and advise us when we can expect payment?
Documenting second request for status and payment of rebate
From customer to Warranty Services, Repair Department, Marketing Department, or Customer Service
Regarding our recent request asking about the status of a rebate, enclosed please find copies of the invoices, rebate forms, and bar codes from all twelve devices purchased from Consolidated Intergalactic on March 15.
We would appreciate your immediate attention to this matter.
Detailed complaint about quality of product
From customer to Sales Department, Marketing Department, or Customer Service
I am writing to complain about the quality of the product we recently received from Consolidated Intergalactic.
Our order AUG3109-1005 included six gross of nickel-plated screw reversers. We have ordered this component a number of times in the past; it is an important visual element of our Refrigerated Portable Cake Box line of products.
We have been quite satisfied with the quality of the CI products we have purchased in the past. However, the most recent shipment included several dozen reversers that were not fully sanded and polished.
We have set aside the faulty units and have asked our assembly line workers to individually inspect each reverser before any are installed in our products.
I would appreciate a call to discuss this situation.
Complaint about quality of service
From customer to Sales Department, Marketing Department, or Customer Service
I am writing to tell you of my unhappiness with a recent service call by Consolidated Intergalactic. (The repair ticket and invoice for the call are attached.)
There is hardly anything to praise about the entire service call.
Although your Service Department called the day before to confirm the appointment, the repair person showed up four hours late; we had adjusted our work shift for the day to avoid down time but that is exactly what happened.
The computer-guided internal scraping device that is at the heart of CI’s maintenance procedure for non-metallic inverse impellers kept breaking down. Your technician was forced to disassemble the scraper three times to clear obstructions before he could even begin work on our equipment. Even more annoying, the job ticket for the maintenance call included those ninety minutes as billable time.
And finally, we were greatly displeased with the quality of the work that was actually performed. Based on our calculations of throughput, the impeller seems to be operating about 20 percent slower than it had been before the maintenance visit. Our manufacturing team believes that some of the internal parts may have been improperly installed or are defective.
Demand shipment of product for order submitted
From customer to Sales Department, Marketing Department, or Customer Service
Regarding our order #9089-GZRN , it is now three weeks past the promised shipment date. I understand that the product was out of stock at the time I placed the order, but at this point I need to know if Consolidated Intergalactic is going to be able to fulfill the order within the next two weeks.
Please advise the status of this order.
Demand refund for unshipped order
From customer to Sales Department, Marketing Department, or Customer Service
Regarding order #9089-GZRN , please cancel that contract and credit our account for any associated charges.
I understand that the product is out of stock; we are unable to wait any longer for these necessary parts and will seek replacements from other suppliers. Please confirm receipt of this cancellation.
Demand cancellation of unshipped order
From customer to Sales Department, Marketing Department, or Customer Service
Regarding order #9089-GZRN , please cancel that contract.
At this time, we will have to seek a different supplier for this essential component of our product line.
Please confirm receipt of this cancellation.
Praise quality of product
From customer to Sales Department, Marketing Department, or Customer Service
We are very pleased with the improvements you have made to the nickel-plated screw reverser. In our opinion, Consolidated Intergalactic has made its best product even better.
Praise quality of service
From customer to business organization, Sales Department, Marketing Department, or Customer Service
We recently received a service call from Paul W. as part of regular preventative maintenance on a CI Turbocharged Chromium Extractor.
The work performed by Paul was, as always, of the highest professional quality.
More importantly, though, he responded to a question from a member of our manufacturing crew that led him to examine another CI product in our shop, a nonmetallic inverse impeller. In doing so, he determined that this critical element of our operations was in imminent danger of failure because of a dried gasket; that simple repair, which was not on his work ticket for the day, probably saved our company tens of thousands of dollars in lost production from a catastrophic failure.
Letter accompanying return of product for credit
From customer to Customer Service
Enclosed please find three vanadium inverse impellers purchased for use in our craft and hobby shop. We have determined that the units do not meet our needs.
As offered in your “no questions asked” thirty-day return policy, please issue a credit for the three units and shipping to our location.
Thank you.
Response to praise about treatment by Customer Service
From business organization, Sales Department, Marketing Department, or Customer Service to customer
Thank you so much for letting me know about the excellent Customer Service provided to you by Marjorie Passaj.
This is exactly what we expect from all of our Customer Service representatives: We tell them we want them to “own” any problem brought to them.
Ms. Passaj was Employee of the Month in December, and as we can see, she has not let up in her efforts since.
Letter accompanying return of product for repair under warranty
From customer to Customer Service
Enclosed please find a CI Turbocharged Chromium Extractor, submitted for repair under standard warranty coverage.
As we discussed on the telephone, several of the compacting blades have developed cracks. In addition, the rubber gasket that holds the feed tube is not sealing properly, resulting in leaks at operating temperatures above 200 degrees Fahrenheit.
Please advise us when we can expect to receive the repaired unit or a rebuilt replacement.
Letter accompanying return of product for repair not under warranty
From customer to Customer Service
Enclosed please find a CI nonmetallic wind shifter, model BRON-6SJ7. As we discussed on the telephone, the device has recently developed a noticeable skew to the west.
You suggested that we send the unit to your attention for evaluation and an estimate of the cost of repair of the unit. Please call me when you have that estimate; we will decide at that time whether it makes sense to repair the device or to purchase a new model.
Response to message about changes to schedule
From customer to travel agency
I received your telephone message left at my hotel here in Rome about the proposed changes in my flight schedule for May 14.
Of the options you listed in your phone message, I would like to take the Northeast Airlines flight from Rome that departs at 7 A.M. on May 14 and goes directly to Chicago; from Chicago, any available flight that will get me to Lumbertown or Eumonia that evening would be acceptable.
I understand there may be some charges assessed by the airlines and cancellation fees from the hotels; I purchased a trip cancellation insurance policy through your agency to handle just this sort of situation and will be seeking your assistance in recouping any costs after I return home.
Please respond by e-mail or fax to the hotel with confirmation of my flight changes. Thank you for your assistance.