Practice+by+Tim+and+Winnie

To: Michelle Li (Administration Department) From: James Wong (Assistant Electronic & Information Engineer) Date: 12 October 2009 Subject: Complaint about Malfunctioning Computer Monitors

Hi Michelle, I’ve just got a letter complaining about Malfunctioning Computer monitor from Jameson Technology. I hope you can help me think of some solutions! The complainant, Jacky Lee, complained about four problems: 1. non- adjustable design of the monitor(cannot tilt or swivel the screen to their preferred position or angle) 2. The quality of the computer monitor(image or characters displayed on the screen are unstable and flicker) 3. The complicated warranty policy(need to sign every page of warranty document) 4. The poor customer service(cannot reach the sales department) What do you think about the cause of the above situation? And do you have any advice for solution? Hope to hear from you soon. Thanks in advance for any help you can give me. Cheers, James

To: Anson Cheung (Senior Sales Manager) From: James Wong (Sales Manager) Date: 12 October 2009 Subject: Complaint about Malfunctioning Computer Monitors Dear Anson, I have received a complaint concerning the Malfunctioning Computer Monitors from Jameson Technology (Order No.0335). Please find below the outline of the problem and some suggested solutions. 1. Non- adjustable design of the monitor The co mpliant claimed that he cannot tilt or swivel the screen to their preferred position or angle. It seems that there is a problem with the monitor due to the joint of two components. The joint seems pre-installed in an inappropriate way which caused by the production workers. I recommend we replace the monitor joint for them and teach the workers how to assemble the joint.

2. The quality of the computer monitor It is said that the image on the screen is far from satisfactory. The image or characters displayed on the screen are unstable and flicker. Space between individual characters and lines of text is insufficient. The problem is in fact being discovered before his c omplain and is classified as the program bug of the monitor. The IT department of the company has issued the updated version of the monitor so we can provide the co mplaint instruction about the update progress.

3. The complicated warranty policy The customer complained about the complicated warrant policy of the warranty document which made him sig ned each warranty document page. It is agreed that the warranty registration process can be greatly improved by using the online warranty system and I suggest that we exclude them from the signature policy on the warranty policy before the online registration system is ready.

4. The poor customer service The complainant claimed that the sales department does not give any response to their enquiry. Even though they left the telephone message but the sales department gave no reply. After investigation, it is found that the telephone system of the sales department is out of order at that period but no one notice about that. To give compensation to the complainant, special discount can be given for their future order. It is also suggested that the telephone system should be checked regularly in order to prevent the same thing happens again the future.

If my suggestions meet with your approval, I will implement them immediately.

Kind Regards, James Wong

1. Introduction This report was requested by Gary Tsang, Marketing Manager of F. Worthington. The report is to identify the cause of the bad performance of our MP3 players when compared with our competitor Keysound MP3 players. Data for the report were gathered on the September 2009 by interviewing 500 F. Worthington Electronics MP3 users and 500 Keysound MP3 users. 2. Findings The aspects of satisfaction being selected to be ranked by the staff are "Design", "Functions", "Sound quality", "Battery life", "Headphone quality” and "Overall satisfaction". The three most significant aspects with low satisfaction are listed as below. 2.1. Design Less than half FW MP3 users are satisfied with its design while most of Keysound MP3 users are satisfied. This is because outdated product which designed three years ago.

2.2. Functions The satisfied percentage of the both band MP3 Player are around half only. However, Keysound MP3 is slightly more than that of FW MP3 for about 10%. That may be caused by the requirement for the users to transfer MP3 to the players.

2.3. Headphone quality The satisfied percentage of the FW MP3 is 35% while double of the people satisfied with the Keysound MP3. This is due to the FW headphones are mad in China whereas Keysound uses Japanese made headphones. 3. Conclusion The design of FW MP3 is out-dated with old fashion design and not user-friendly interface. Moreover, it is quite annoying to use FW MP3 Player with the software program. Users are not satisfied with the design, functions and headphone quality. 4. Recommendations 4.1 Design New designed is needed to attract more customer. 4.2 Functions The use of the software in transferring the MP3 to the player should be canceled. 4.3 Headphone quality Manufacturing process should be moved to Japan.

Comment:

Some spelling mistakes Grammar of complain Use of passive Spend more time on the Report. The recommendations section is important.