5. Customer Service Response Letter to a Complaint

Sunita Agarwal
Customer Service Manager
BrightHome Electronics Pvt. Ltd.
Plot No. 59, Industrial Area
Jaipur, Rajasthan 302013
Email: support@brighthomeelectronics.in
Phone: +91 141 456 7890

March 21, 2024

Mr. Ajay Sharma
H.No. 234, Green Park
Udaipur, Rajasthan 313001

Dear Mr. Sharma,
I hope this letter finds you well. My name is Sunita Agarwal, and I am the Customer Service Manager at BrightHome Electronics Pvt. Ltd. I recently received your complaint regarding the issue with the air conditioner (AC) unit you purchased from us last month. I want to extend my sincerest apologies for the inconvenience you’ve experienced.
At BrightHome Electronics, we pride ourselves on providing our customers with high-quality products and exceptional service. It’s clear in this instance that we fell short, and for that, we are truly sorry. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter to your complete satisfaction.
Upon reviewing your case, I’ve coordinated with our technical team to ensure a prompt resolution. Here’s our plan of action:
1. Immediate Inspection: We have scheduled a visit by our certified technician to your residence on March 23, 2024, at 10:00 AM, to inspect the AC unit and identify the issue. Our technician will have all the necessary tools and parts to carry out any repairs that may be needed.
2. Repair or Replacement: Depending on the assessment, if the issue can be fixed on the spot, our technician will proceed with the repairs immediately. If a repair is not feasible, we will provide a replacement unit at no additional cost to you.
3. Follow-up: After the service visit, I will personally call you to ensure that the AC unit is functioning correctly and that you are satisfied with the resolution.
We understand the discomfort a malfunctioning AC can cause, especially with the summer heat approaching, and we appreciate your patience as we work to correct this issue promptly.
Mr. Sharma, thank you for bringing this matter to our attention. Feedback from our customers is invaluable as it helps us improve our products and services. Please feel free to reach out to me directly at support@brighthomeelectronics.in or +91 141 456 7890 if you have any further concerns, or if there’s anything more we can do to assist you.
Once again, I apologize for any inconvenience this has caused. We value your business and look forward to serving you better in the future.
Warm regards,

Sunita Agarwal
Customer Service Manager
BrightHome Electronics Pvt. Ltd.