4. Write complaints:

1. You have received a telephone bill from the telephone office for long-distance calls you didn’t make. Ask them to check the bill and make corrections.

2. You have bought a washing machine. A serviceman was to have installed it two days ago. Request immediate actions.

UNIT 10. APOLOGY-LETTERS

588 Maple Wood Street

Fairfield, PA 37626

November 29, 20__

Mr. Joseph Bicman

358 Noncook Road

John's Town, PA 57323

Dear Mr. Bicman:

I apologize for the mix-up of order N: 26429782. We have just implemented a new packaging system that still has a few bugs that still needs to be worked out, but we did fix your order and sent it out this morning. For your trouble, we have enclosed a $25 gift certificate which can be used at any of our stores. Once again I would like to apologize for the mix-up in your order and any inconveniences this may have caused you.

Sincerely yours,

Scott Mahoney

August 12, 20__

Ms. Barbara Norman

Berringer & Sons

456 Smith Street Skokie

IL 60076

Dear Ms. Norman:

I am very sorry to learn of the problem you have had with our salesman, Vic Torian. All our salespeople attend a one-week training program because we expect them to be honest with and courteous to all our customers. Please accept my apology. We have taken corrective action regarding Mr. Torian, and you can be assured that he will not call on you again.

Ms. Norman, your business is important to us, and we are anxious to continue the long-standing relationship we have enjoyed for many years. I will call you personally next week to see how we may continue to offer you the fine service you have received over the last several years.

Sincerely,

William Marblehead

CableNet

22 Foxton High Road, London, sw3 6bz

June 28, 20__

Ms. Rebecca Winston

2595 Dewdrop Circle

Birmingham, AL 35233

Dear Ms. Winston:

The purpose of this is to convey to you my sincere apologies for any inconvenience you may have experienced last month with respect to the installation of your Internet high speed service.

I just returned from vacation this week and found your file in my in-basket. As soon as I reviewed your case it was clear that somehow your May 20th request for a change in service had somehow slipped through the cracks. The only possible explanation I can give is that we have recently had a number of key staff changes which might have resulted in your letter being overlooked.

Consequently, I have directed our Installation Group to contact you by the end of this week to set up a time convenient to you when they could go to your house and install your new router and make the necessary adjustments to your software.

Because of this serious oversight, and as a testament to our appreciation of you as our customer, we are going to provide you with your first three months of high speed service free of charge. Therefore, your account will not be billed until October of this year.

Ms. Winston, let me assure you that what happened in your case is not typical of CableNet's level of customer service. We continue to be committed to providing you and all of our customers with the highest standards of service in the industry.

If you have any questions please don't hesitate to call me at 205-754-9785.

Yours in service,

P. Cordero

Paul Cordero

Manager