PMU Technical Professional Communication Portfolio

Yousef AlomairID: 201600157
Technical Professional Communication
Section No: 101
Fall semester 2022
Assignment 2: Complaint Letter of Poor Service
Dr. Shakir Muhammed Usman
4435 Sahl Ibn Umar St.
Eastern Region, Dammam
October 18, 2022
Customer service
Extra Stores
King Faisal Road
Khobar
Dear Mr. Mohammed,
I am writing to complain about the poor customer experiences I received from your company. I
bought electronic equipment from your stores on 10th October 2022, but it malfunctioned, and it
was not working as stated. I called the customer care number provided on the receipt and website
but never got assistance.
I am disappointed by the poor customer service from your company. You have provided a
customer care number and indicated that customers should reach the company through the number
for any concerns. I called your offices on 11th October 2022 to seek assistance as the product was
not working. However, I waited for an hour, but no representative was available to talk to me. I
am annoyed that you provide automated services but no actual representative. It
is further disconcerting that your customer care department never attempted to reach me.
In today’s digital technology, it is only considerate that your customer care systems can take client
details from the automated services. As much as I can try to understand that you could be shortstaffed, waiting for more than an hour on call is torturous, considering I had other important
activities to engage in. I am annoyed that I wasted my morning seeking assistance, which I never
got, and I have never been assisted since then.
To resolve the problem, I would like your company to either pick up the equipment and refund the
$500 I paid or fix it. I have enclosed receipts of the purchase, delivery invoice, and pictures
showing the product. Considering my displeasure and the distress you have caused me, I would
prefer prompt action, particularly on the refund. If we are unable to resolve the issue, I will have
to refer the company to Minister of Commercial.
I look forward to hearing from you and getting a desirable resolution from your company before
the end of the week. Please contact me through my above address or by phone at 0500809216.
Sincerely,
Yousef Al Omair
3056 King Faisal Road
Eastern Region, Khobar
October 18, 2022
Mr. Yousef Alomair
Sahl Ibn Umar Street
4435, Dammam
Dear Mr. Omair
I am writing this letter in reference to the complaint on poor services you received from Extra
Stores and the lousy customer service of October 15, 2022.
Extra Stores sincerely apologizes for the bad experience. As the customer service officer, I
acknowledge our mistake ad assure you that this is not customarily of the department or the
company. Hence, I am grateful that you brought this issue to our attention. The issue is an isolated
incident, and we are working to resolve it.
I have had the opportunity to review your complaint, and I would like to address both of them.
First, we apologize for the malfunctioned equipment, which, per my investigation, is an error from
the manufacturer. Secondly, I acknowledge the inconvenience we caused through the
unresponsive customer care call. I ascertain that we have a competent customer relation team. As
indicated earlier, this is an isolated issue where our communication systems were down on the day
you called. We always have qualified customer care representatives on standby to talk to our
clients. However, due to communication challenges, it wasn’t easy to direct calls to the
representatives, which made you wait on call for an hour.
Considering what you have shared and your preferences, here is how I can resolve the problem. I
would advice that you let us repair the equipment. However, as the malfunction is from the
manufacturer, I recommend we pick the item as the manufacturer can repair it. Unfortunately, this
would take a longer time. In the meantime, Extra Stores will offer you a replacement you can use
as we await fixing it.
I recognize this is an inconvenience, and I have shared the complaint and your insights with our
team. We will use your recommendations and experience to make changes in our operations.
I appreciate your patience, and I apologize again for the inconvenience. I will take charge of the
case until completion, and you can reach me directly in case of any concerns at 013-877 3452
Sincerely,
Mohammed Al Qahtani