Erroneous Charge for GPS Reversed

Assignment Help Operation Management

Reference no: EM132252222

Adjustment : Erroneous Charge for GPS Reversed: The writer of the letter below is too angry to compose a logical and rational claim. Her message is more suited to venting than to achieving the goal of receiving a refund.

Your Task: Read the attachment and write a polite adjustment letter to Amanda Greene-Hedwig, Greene Engineering Solutions, Inc. 2328 East Van Buren St., Phoenix, AZ 85006, to secure the customer's goodwill and future business.

October 16, 2017

Mr. Joseph A. Morgan, Regional General Manager

Pro-Car Rentals, 304 S. Powell Road, Mesa, AZ 85275

Dear Regional General Manager Joseph Morgan:

You’re not going to believe this horror story I have to relate to you about how incompetent the amateurish bozos are that work for you! You should fire the whole bunch at the Phoenix-Mesa Gateway Airport branch. I’m tired of lousy service and of being charged an arm and a leg for extras that end up not functioning properly. Calling your company is useless because no one answers the phone or returns calls!

In view of the fact that my colleague and I were forced to wait for an hour for a car at Phoenix-Mesa Gateway Airport on July 7, your local branch people gave us a free navigation device. That would have been really nice in the event that the thing had actually worked, which it didn’t. We advised the counter person that the GPS was broken, but it took another half hour to receive a new one and to finally start our business trip.

Imagine our surprise when the “free” GPS showed up on our bill, apparently costing a whopping $180, plus tax! What came next would qualify as some dark Kafkaesque nightmare. I spent hours over the next three weeks talking to various employees of your questionable organization who swore that only “the manager” could help me, but this mysterious person was never available to talk. At this point in time, I called your Phoenix central location again and refused to get off the phone until I spoke to “the manager,” and, lo and behold, he promised to credit the cost of the GPS to our corporate account. Was my nightmare over? No!

When we checked the status of the refund on our credit card statement, we noticed that he had forgotten to refund about $60 in taxes and surcharges that had also been assessed. So much for a full refund!

Inasmuch as my company is a new customer and inasmuch as we had hoped to use your agency for our future care rentals because of your competitive rates, I trust that you will give this matter your prompt attention.

Your very upset customer,

Amanda Greene-Hedwig (End of Letter)

Please Read the Following:

As assistant to Joseph A. Morgan, Regional General Manager at ProCar Rentals, you read a shockingly irate complaint letter addressed to your boss. Amanda Greene-Hedwig, Sales Manager for Greene Engineering Solutions, Inc., in Phoenix, Arizona, has angrily detailed her tribulations with your company’s Phoenix-Mesa Gateway Airport branch. She now wants the remainder of the refund. Ms. Greene-Hedwig has no confidence in the Phoenix-Mesa branch and is asking your boss to intervene on her behalf and reverse the remaining $60 charge.

Mr. Morgan asks you to investigate what has gone so terribly wrong at the Phoenix-Mesa Airport location. You learn that the branch is an independent franchisee, which may explain such a laxness in customer service that is unacceptable under corporate rules. In addition, you find out that the branch manager, Frank Anderson, was traveling on company business during Ms. Greene-Hedwig’s rental period and then left town to attend two management training seminars. Mr. Morgan is concerned that ProCar might lose this disappointed customer and decides to offer 20% discount vouchers for the engineering company’s next three rentals, valid at any U.S. branch. He wants you to draft the letter and enclose the discount vouchers.

Reference no: EM132252222

Questions Cloud

Discuss mercantilism is bankrupt theory : Discuss mercantilism is a bankrupt theory that has no place in the modern world Please write personal perspective.

Assume that poisson probability distribution : Assume that the Poisson probability distribution can be used to describe the arrival process.

Issue in use of trademarked products in artistic works : What is the issue in use of trademarked products in artistic works? Why is Louis Vuitton so concerned about use of products in film such as Hangover Part II

Analysis of their individual behavior and environment : provide students an opportunity to apply research on motivation and satisfaction to the analysis of their individual behavior and environment.

Erroneous Charge for GPS Reversed : Erroneous Charge for GPS Reversed: The writer of the letter below is too angry to compose a logical and rational claim.

What impact has e-business had on supply chain management : Describe how purchasing interacts with two other functional areas of an organization. What impact has e-business had on supply chain management?

Describe the different perspectives of competitive advantage : Describe the different perspectives of Competitive Advantages when it comes to a grocery store chain (H-E-B, Krogers, etc) in the United States.

What are the elements of supply chain management : What are the strategic, tactical, and operations responsibilities in supply chain management? What are the elements of supply chain management?

Describe how you think the hotel management : Describe how you think the hotel’s management will make sure that the way it manages the hotel is appropriate to the way it competes for business.

User Account

All Pages