Complaint

Dear Sir,

Could You Help Me To Write a Reply To The Following Complaint


''Below is Customer's e-mail: After 4 years of use (copany/item) broke down at the end of Nov 2008. Your service people came and took the fridge away stating that it needed to go back to the yard to be repaired. This was only achieved after three phone calls to your service people, here in xxxxxxxxx. After 1 week I started chasing them for a reply as to what was wrong with my appliance. However, after repeated calls and no returned calls back, I managed three weeks after you took it away, to be told that it will cost 600 USD to repair and that they are awaiting my authorisation. Well that was news to me. When I asked for confirmation of what would be repaired I go no answer. When asked as to why they had not phoned me they said they had. I had no missed calls and no voice messages left on my mobile. I was now beginning to worry about the appliance and poor service I was receiving from your service agent. However, I authorised the repair and again after many phone calls it was finally delivered just before Xmas. The information about the repair on the delivery sheet is unreadable. I was not told what you had done. Three weeks later it goes again. One phone call and your agent came round that day, (good service) then he informed me that he did not know why it had failed and that they would come back that evening and take it away for a second time. He told me someone would phone me from your office at 3 pm to arrange collection. No phone call was received, so I phoned at 4 and they said they did not know anything about collecting an appliance from me. Well I had had enough and complained to the poor guy on the other end of the phone, but he did manage to get it collected that day and provided a temporary fridge. It was suppose to be away for 2 days and after one week I phoned again and had to chase a further three days before it was returned to me. All the time it was me phoning you and the lady on the phone saying "no one is there can you phone back in 5 minutes. And now today the appliance has gone again for the third time for the same reason. I have no intention of asking you to repair this for a fourth time as you clearly do not have the competence to repair it, or to service me as a customer by being proactive, answering the phone correctly, taking messages, keeping your promises to phone people back or communicating effectively with customers are all issues that are lacking, not by a little bit but by a large amount. I have spent 600 USD on a repair that has failed three times now, so I am off to buy a new xxxxxxx and needless to say it will not be an xxxxxxx make. I have sent this e-mail so you are aware of the extremely poor service that is being applied to xxxxxxx products and that as far as xxxxxxx products go I will not be buying any here. You have lost a customer.''

As I mentioned in my e-mail, I have bought a new xxxxxxxx and it is not xxxxxxxx



The xxxxxx product has been sent to the dump. I had no intention of allowing you a third chance to repair the xxxxx