We have recently received several complains. The pens are clearly not satisfactory, refund the purchase price.
The pens are part of the batch of 500 supplied against our order number 8562 dated 28 March. This order was placed after your representative left a sample pen with us, which we found to be very good quality. We have compared the performance of this sample with that of a number of pens from this batch, and there is little doubt that many of them are faulty – some of them leak and others blot when writing.
The complaints we have received relate only to pens from the batch mentioned. Customers who bought pens before these have always been pleased.
We wish to return the unsold balance, amounting to 377 pens, and to have them replaced with pens of bought pens of better quality.
Please let us know what arrangements you wish us to make for the return of these unsuitable pens.
Reply (Accepting Complaint)
Thank you for your email regarding faults in the pens supplied to your order number 8562. We have been very concerned about this and are glad that you brought this to our notice.
We have tested a number of pens from the production batch you mention and agree that they are not perfect. The defects have been traced to a fault in one of the machines, which has now been rectified.
Please arrange to return to us your unsold balance of 377 pens. We will be happy to reimburse you for the cost of postage. We have already arranged for 400 pens to be sent to replace this unsold balance. The extra 23 pens are sent with our compliments. You will be able to provide free replacements of any further pens about which you may receive complaints.
Once again, our apologies for this inconvenience.
Alternative Reply (Rejecting Complaint)
We are sorry to learn from your letter of 10 May that you have had difficulties with the pens supplied to your order number 8562.
All our pens are manufactured to be identical in design and performance, and we cannot understand why some of them should have given trouble to your customers. It is normal practice for each pen to be individually examined by our Inspection Department before being passed into store. However, from what you say, it would seem that a number of the pens included in the latest batch escaped the usual examination.
While we certainly understand your concern, we cannot accept your suggestion to take back all the unsold stock from this batch. Indeed, there should be no need for this since it is unlikely that there are a large number of faulty pens. We will gladly replace any pen found to be unsatisfactory, and on this particular batch we are prepared to allow you a special discount of 5% to compensate for your inconvenience.
I hope you will accept this as being a fair and reasonable solution of this matter.
Please give me a call on 4626123 if you have any further questions.
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