Response to complaint about treatment by Customer Service
Mr. Max Hamilton
Vice President Sales
Hannover Industries
49 E. 53rd St.
New York, NY 210002
Tel: 212-555-6763
June 11, 2007
Mr., John Jeffries
14 N. Star Rd.
Wilmington, DE 400175
Dear Mr. Jeffries,
On behalf of Hannover Industries I would like to apologize for the poor Customer service you received when you called to inquire about a pricing issue on June 7, 2007.
Although our policy clearly states that all quoted prices are subject to change without notice, as a valued customer you deserve much better treatment than you received. I assure you that I will speak personally with the agent who served you.
Our prices fluctuate because of the complex logistics involved. Many of our products require natural resources from countries that are quite far away. Although we try to absorb minor changes, in the instance of the nickel plated adaptors you ordered, our costs for a particular component has doubled in the last month due to mining strikes in Bogota, Columbia.
In all fairness, we are not able to adjust the prices on orders placed after an unexpected price increase. As a courtesy to you as a valued customer however, I am crediting your account in the amount of $375 which you can use towards your next order.
Sincerely,
Max Hamilton
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