Apple Store Adjustment Letter: Responding to iPhone XR Complaint

This assignment presents an adjustment letter written by the manager of an Apple Store in response to a customer's complaint regarding a faulty iPhone XR. The customer reported issues with the phone's software, specifically the face ID recognition and password lock. The letter acknowledges the inconvenience caused by the software issue and apologizes for the problem. The manager assures the customer that the complaint will be handled with priority and offers a solution involving a phone replacement. The company proposes to replace the phone within a day or two after receiving the old phone via courier. The courier charges will be refunded. The letter emphasizes the company's commitment to customer satisfaction and looks forward to maintaining a positive relationship with the customer. The letter also mentions reviewing the customer service procedure to address the root cause of the problem and prevent similar issues in the future.

Assignment – 5
Sandeep
0058170
Instructor – Katie Stevenson

Adjustment Letter
Mr. Michael Martin
8882-170 Street
West Edmonton Mall
Edmonton, AB
March19, 2019
Sandeep
9204 102th Street
Fort St. John, BC V1J 2C9
Dear Mr. Sandeep
RE: Response to your complaint letter of February 18, 2019.
We have received your letter regarding the issue in the software of iphone XR. We truly
apologize for inconvenience caused to you. We observed that your iphone XR is either not
detecting your faceID or your password to open the screen lock and this happened due to a minor
issue in the software. The technology is new and at times it shows an error while detecting faceId
or tumb impression. we as a company would compensate for the inconvenience casued.
We assure you that we will handle your complaint with utmost priority and will serve you with
best possible solution. The phone will be replaced within a day or two, once we receive the old
phone. We need your cooperation for the same and hence, can you please courier your phone on
our customer service store address rather than visiting it personally. Once we receive the old
phone, we can courier a brand new piece of iphone XR to your address. This will help you to get
new phone without travelling to physical stores. The courier charges will be refunded bank in
your account within 2-3 days of you receiving the delivery of phone. We look forward for giving
you better services in the future.
Looking forward for your cooperation and continuous association with us. Hope to meet your
expectations
Thanks and regards,
Yours Sincerely,
Michael Martin
Manager
Apple store Edmonton