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Writing a Complaint Letter, by Javier Martín Gutiérrez (Av2 Mon, 2008-2009)

Dear Mr. Knight,

I am writing to make a complaint about my Compaq laptop which I ordered from your Spring catalogue on Tuesday 21st of May.

First, when the laptop arrived, the docking station set was missing. According to your advertisement, it was included in the offer for the same price. I called the Online Customer Department and they told me that I would soon receive it but I  never did.

My second complaint is about the screen, which cracked for no apparent reason.  Because of that, I called Compaq Customer Support and they assured me that there was only one way to resolve the problem — by sending the computer to the manufacturer. They claimed that I  would get it back no later than one week after. Over the course of two months, I called 20 times with no luck. Nobody knew where my computer was. Unbelievable! Fortunately, the laptop arrived one week later.

Unfortunately, the screen had been replaced with an old dirty screen that looked like it came from a yard sale; instead of grey it looked brown. I cannot do business with this nasty looking laptop that looks like I purchased in at a pawn shop.

To make matters worse, one morning I turned on the machine and I got the dreaded "blue screen of death" and continuous cryptic error messages. I was never able to restart Windows again. When I asked for your assistance, I was told that there was a software problem produced by a virus probably from Internet. Because of that, it was not under warranty coverage. However, I took the machine to a qualified technician and he informed me that the hard-drive was completely dead. So after incurring the expense of having a problem diagnosed I took back your product to your Compaq Customer Support.

Finally, and worst of all, after receiving the laptop for a third time, one day it shut down without prior warning and I lost all I was working on.

Consequently, I am extremely disappointed with this purchase. There is no doubt that Compaq is far from offering a good service, especially with its Customer Support.

These are the reasons why I would like to return this product and have a full refund. I will wait for 10 days before seeking other kind of assistance.

I look forward to a prompt reply.

Yours sincerely,

Name
Address
Phone number 

NB: Warranty document attached.