Response to a Customer Complaint See Unit 2 Module 10 p 159

Response to a Customer Complaint. See Unit 2, Module 10, p. 159 and Unit 2, Module 11, p. 182
You are a regional manager of a movie theater chain. You recently had this letter forwarded to you.  

I want my money back! I paid $9 to see The Monster\'s Bride, and because the screen was so dark, I could hardly see anything at all. Half the time, the screen was almost pitch black! Besides that, the movie was total garbage and nothing like the advertising suggested. And why did I have to sit through half an hour of railers before the movie? You should pay me for wasting my time. You guys are a bunch of crooks.

Sincerely,

Glenn McCann

You cannot offer him his money back since moviegoers\' tastes vary greatly and it is not company policy. Still, reply to Mr. McCann\'s letter using Module 10 and 11, and in particular, LO 11 - 1 through 11 - 6. See p. 170 for an example of a refusal letter with an alternative.

Solution

Dear Glenn

I appreciate you highlighted the issue with us. And we genuinely apologize for your loss. The Monster\'s Bride movie was having a very complex horror story and this led many viewers to face some problem in engaging their interest in the movie. We understand that you would have faced some problems while watching the movie. And the advertisement in between is required so that we could inform the audience about the upcoming movies and so that they may decide for their plan for the future movies. Also, we need to onboard the viewers half an hour before starting the movie because we need to accompany the seating arrangements of the viewers and availing the time to settle themselves and buy the snacks and drinks if required.

Here, I am very sorry to inform you that we cannot refund your money back due to our Company policies. But we assure you that you will have a great experience in the future movies. We will solve the problems that you faced and will try to avoid these issues in the future.

Thank you for your patience

Sincerely,

John Carton

Regional Manager