Complaint:

"I bought my iPhone online about one week ago and received my iPhone by today 29/Jan/2013. Unfortunately, my iPhone dosn't work and there is not any Apple store around my living area. What should I supposed to do with this problem?

I want to complaint aginst the Apple and send them a complaint email but I couldn't find any email address!

If I want to go to the nearest Apple store, I should buy a ticket worth 20 US$ to go and back to Kuala Lumpur (Capital City of Malaysia) which is 3 hours by bus. I am so angry because after a week of waiting I was so happy that finally I will get my iPhone but I received a defective Phone. And I am also wondering that why there is not any warranty card inside the box!!! ???? ???? ????"

 

Select one complaint and as a company employee and respond to it by employing some of the techniques presented in this chapt

When companies receive complaints it means an opportunity to collect information on how customers perceive the quality of the products or services you offer and how you can improve your services or products in order to satisfy the needs and wants of the customers. Usually customers do complain because they need help based on how they experienced the product like for example in the above case scenario where the customer received a defective Iphone after a long wait and it would cost a customer more money if she would go back to Kuala Lumpur for replacement. 

The following is an example of how to respond to a customer using the indirect strategy:

Dear Mrs/Ms. Amal Al Hosani,

Greetings of health and wellness!

We thank you for your letter dated January 29, 2013 relative to the damaged or defective Iphone you have received.  We apologize for the inconvenience and the disappointment that this experience with Apple products had caused you.  This case occurs very rarely in Apple products because we do have a quality checking section that assures packing of iphone products completely before it has to be transmitted to our valued customers like you.

Relative to your complaint, we want to reassure you that your complaint and feedback be given importance and utmost attention since your voice matters to us.  Furthermore, this is also an opportunity for our company to improve our products and services to serve you better.

Yours faithfully, 

A Company Employee

I hope this helps...  Thank you very much....