D4013 INDIVIDUAL ASSIGNMENT
INSTRUCTIONS. Please answer each question clearly and completely.
*Report format:
1.5 spacing
12-font size
Times New Roman – theme font
*Please follow the below cover page.

DUE: 14 JUNE 2016, TUESDAY
Question 1:
In this assignment you will write a business letter of complaint about a specific product or service
ASSIGNMENT DIRECTIONS:

1) BACKGROUND
Both business owners and employees write complaint letters, sometimes called claim letters. Consumers also write complaint letters. It is important to receive fair compensation for damaged goods or poor service. You need to be firm, but fair in your demands. Companies do want to keep your business and generally do whatever they can to satisfy your demands.
USE the information below to help you write a letter of complaint. Use Situation A,B or C below for your letter. In your letter, make sure you use standard business letter format, and be sure to include these things:

Paragraph 1
Explain why you are writing.
Describe the problem/situation. If you are complaining about poor service, try to give a chronology of events Tell what has happened and what you have done so far. In the case of poor service, what did you do at the time and what was the response to your concerns?
Include product brand and model number, if necessary. In the case of poor service, try to identify the offending person(s) and their offending actions/statements.
Give as much detail as possible about the problem/situation. For example, if you want the manager of a restaurant to improve service, he will need to know as much about the situation as possible if he is to work effectively with his/her staff and improve things.

Paragraph 2
Express your response to this situation, but remain formal
Are you returning the item for a refund (along with a copy of the invoice). If so, tell them. If not...
Tell them what you would like to see done about the situation. (Give them your expectations.)

Paragraph 3
Thank them for their prompt attention to this matter (since they want to retain you as a customer)
Give them a phone number in case they wish to contact you
Do NOT threaten unreasonable/hysterical action. No one responds well to this.

Use either Situation A, B OR C for your letter.
Situation A
You purchased a stereo system complete with amplifier, speakers, tape deck, and CD player (Samsung
Model #79432). You spent RM 950 on your new system. You owned your system for 3 months when the
CD player quit working. You called Sam's Stereo, where you purchased the system, and they did not return your call. You visited the store and the person who sold you the system no longer worked there.
The new manager, James Wilson, told you the store is not responsible for items sold by previous employees. The product warranty guarantees the stereo system to be free from defects for one year. Write a letter to Samsung to complain about your CD player and the local service. The address is: Samsung,
2367 Boulevard Street, Johor Bahru, Malaysia 81000. Use your own address for the heading. Use today's date. Situation B
On May 20, 2016, you went to a restaurant with some friends around 7:30 p.m. Your experience there was a virtual how-to lesson in how not to satisfy customers at a restaurant. Your job is to explain to the manager what happened so that he/she can make some immediate changes. Address your letter to: The
Manager, Kenny's Good Eats Restaurant, 3830 Calgary Trail, Johor Bahru, Malaysia 81000.
Situation C
You paid RM42.99 to First Class Promotions for concert tickets to "Battle of the Bands" at the Jubilee
Auditorium on May 26, 2016. According to the advertising for the show, several of your favorite bands would be playing there. However, when you arrived there were problems. You did not get the seats you paid for. Several bands did not show up. There were problems with sound quality, organization and crowd behavior--and anything else you want to mention. You would like a refund. Address your letter to First
Class Promotions, 10326 Jasper Avenue, Johor Bahru, Malaysia 81000. Use your own address for the heading. Use today's date.

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Question 2:
Write an inquiry about some products/services you are interested in. Write the following letter using the correct tone and style.
Use either Situation A, B, C OR D for your letter.
Situation A
Write a letter to a real-life company asking about products/services that you are interested in.
Ideas: think about an email you might have to write in your job, perhaps look at their company website on the Internet to see their full range of products/services.
Situation B
Write a letter to a supplier of office equipment (perhaps a new, high-volume photocopier), or computer equipment (perhaps new monitors for your computers). Ideas: ask for a brochure and price list; ask for a visit from a sales representative.
Situation C
Write a letter to a firm of accountants asking about their auditing service. Ideas: you may want to use them next year as an alternative to your current auditors.
Situation D
Your own idea.

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