Business Communication Report: Addressing Battery Malfunction Crisis

This report analyzes a business communication scenario where eZeeRiders eBikes addresses a battery malfunction in their BT105 model. The report includes an apology letter to customers, acknowledging the risk of fire due to a manufacturing defect in batteries sold between February and August 2019. The letter offers battery replacements and a $100 gift voucher as compensation. Additionally, the report contains an email to retail managers, outlining the process for handling customer inquiries, battery replacements, and voucher distribution to effectively manage the crisis and retain customer trust. The communication emphasizes transparency, customer service, and the importance of maintaining detailed records of the process. The documents highlight the company's commitment to customer safety and satisfaction while managing a product recall and its associated communication challenges.

Running head: BUSINESS COMMUNICATION
BUSINESS COMMUNICATION
Name of the Student
Name of the University
Author Note

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Letter
March 14, 2020
(Name)
Communication Manager
eZeeRiders eBikes
Address:
To,
(Name)
(Address)
Zip code:
Subject: Apology for battery malfunction and replacement of old batteries
Dear customer/ (Surname)
It is our deepest regret to inform you that the eZeeRiders model BT105 has the risk of
catching fire. The manufactures have detected a fault in the battery of this model which was sold
between February and August 2019. The fault or the defect which has been noticed can cause the
battery to become extremely hot which has the potential of causing fire. This letter is to notify
you about the malfunctions in the battery in order to make you aware of the situation as we take
the safety of our customers very seriously. If you have purchased this model between the months
mentioned then we would request you to kindly check the battery number and the model to take
preventive measures or stop using the product immediately due to safety reasons.
If you suspect that the batter of the model you have purchased is malfunctioning or
getting very hot while charging the battery, I would request you to stop charging the battery and

2BUSINESS COMMUNICATION
kindly check the serial number which is present at the back of the battery which is BT105-
BATT. If you have the bill and purchased the product between the mentioned months then I
advise you to kindly change the battery and stop using it immediately as it can harm you and can
have detrimental effects.
We highly apologize for this mistake and take full responsibility of the inconvenience
caused thus we would like to provide compensation you with new batteries so that you can use
the product efficiently and safely. In order to replace the batteries kindly contact the retailer of
our company, eCruizers who are going to replace the batteries and provide you with brand new
batteries which will work in the model BT105. The replaced battery provided will not be of any
trouble and the product can be used normally till the battery does not die out or discharged. The
company will also provide a gift voucher of $100 for the trouble caused to our valuable
customers.
We are highly concerned about the safety of our customers and feel responsible because
of the faulty batteries manufactured which can harm any of our customers which we want to
avoid. I would highly request you follow some instructions so that you can avoid mishaps and
protect yourself from any kind of danger. Thus, if you feel that the battery is getting very hot
them immediately remove the battery from charging so that it does not catch fire. You need to
avoid charging you battery in public or gas stations so that it does not become detrimental and
harm you as well as your surroundings. You need to check the battery while charging to see
whether it is becoming hot or not to ensure that the batter is not faulty. Always charge the battery
while wearing shoes in order to avoid electric shocks as it is life threatening and can be harmful.

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Lastly, we would want to apologize to you profusely for this manufacturing malfunction
which has been causing trouble and has been costing you your time and energy to deal with
replacement of batteries and the inconvenience caused. We would want you to forgive us and
give us a chance to redeem ourselves as we would be disheartened to lose a valuable customer
like you.
Sincerely
(Signature)
(Name of Communication Manager)

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E-mail
To: Retail managers
CC: (e-mail ID’s of retail managers)
From: Communication Manager
Subject: Process of providing compensation to the customers
Dear managers,
I am deeply saddened because of the issue that is faced by our company due to the
malfunctioning of the batteries of eZeeRiders model BT105. In order to mitigate the issue we
have sent letters to our customers to make them aware of the issue for their safety and have
offered them with replacement batteries and gift vouchers worth $100.
I would like your support to help the company overcome this issue and successfully
handle this disaster so that we can redeem ourselves and provide the best services to our
customers and retain our valuable customers. It is important for us to provide all kinds of support
to the customers and thus I would request you to ensure and provide proper customer service by
practicing the following instructions.
The malfunctioning and the defect in the batteries can lead to curiosity among the
customers and thus it is important for the company to maintain transparency and provide
necessary information to the customers and also answer to all the queries. I would request the
employees to be patient and address these factors efficiently to comfort and assure the customers
that they will be compensated and not to worry.

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I would like you to handle the operations in terms of battery replacement thus conduct a
meeting with the retailer and explain the issue and provide them information about the battery
replacement. Provide them with the data of the customers who have bought products between
February and August so that they can replace the products to these customers and avoid people
taking advantage of this situation. It is important to maintain a track of the customers who have
availed the service and have got their batteries replaced.
The voucher worth $100 will be provided to the customers once they get their batteries
replaced from the store so that the work load during this time of crisis is distributed for the
efficient and systematic flow of work to provide compensation to the customers in an easy
process.
I would highly request you to cooperate with the company in the time of crisis and extend
your hand to help the company to compensate the customers effectively and ensure that the
company overcomes this issue soon. I hope to see positive results in the coming days.
Sincerely
(Name)
(Communication Manager)