Dear Mr Smith,
Further to your email of the 17th December 2009 regarding your order (ref no. 34ED12QP). First of all, please allow me to apologise for Peter Taylor not responding to your email. I can confirm that Peter has been on sick leave for the whole of this week. And although this explains the issue, it does not justify it.
It transpires that there was a miscommunication in his department and the person who should have been taking care of this issue, did not. I have already taken all the necessary measures to ensure that this does not happen again in the future. Thank you for bringing this matter to my attention.
With regards to the issues about your order, I have taken personal charge of them. First of all, let me apologise for the late delivery. We should have made you aware about the delay at the time.
Regarding the damaged components, I can confirm the following:
It is normal policy here that we do not accept liability for problems with components if we are not notified within 7 working days after delivery. And due to the fact that you did not notify us until after 15 working days of the delivery, the Customer Service Department followed procedure.
But as we view you as a valuable customer, and we have worked together for over five years, rest assured that I will sort out this issue as a matter of urgency. I have already spoken to the Production Director here and he will confirm tomorrow when we can send the replacement components to you. I will update you about the situation with the components by the end of tomorrow at the latest.
Could you please confirm if this is adequate?
I do hope that this situation has not damaged your confidence in working with us.
Once again, please accept our apologises for any inconvenience caused.
If you have any questions, do not hesitate to contact me by mobile on 07995 348236.
Mrs Sally Boswell
Rugger Sales Director