Mr. Smith

Assistant Service Manager

John Hughes’ Skipper’s Service Centre

Victoria Park , W.A. 6100

Mr. Smith2

c/o Bloggs Street

And so forth

Thursday April 17 1999

Dear Mr. Smith

I am writing to express my anger at your past service, with regards to the problems I have experienced with my Hyundai Excel , and the unprofessional conduct of your fellow service personnel . Please excuse the blunt tone of this letter but, with all due respect, I feel that it is justified and well overdue.

Let me refresh your memory about my circumstances. Ever since I purchased my vehicle ( March 1996 ) , I have experienced problems with it. The very first day saw me needing to have a speedometer cable repaired. That was soon followed by a faulty air conditioner which , fortunately was repaired . The most annoying problems also began soon after purchasing the car, namely, a rattling dashboard and a creaking noise emanating from beneath the dashboards when breaking and taking off . This latter sound has migrated from that area and is now situated below the cassette player in the car. It is obvious that I was sold a dud.

I have requested , on a number of occasions, that these irregular sounds be looked at. Of course, since your company seems to play lip service to your 3 year warranty when it comes to the hard labour required when such a "symptom" occurs, these sounds have not been fixed properly at your ______________Service Centre. Each time I have come to pick up my car ( after a service which was performed efficiently, I presume, because you were being paid for it ) , some excuse has been offered. Lo and behold, upon request that you personally come on a post-service test drive, the said problems are " discovered" and I am then given a number of excuses or postponements which are unjustified.

Let me refresh your memory on the lastest incident. In November/ December I came again to pick up my car , after making it very clear what the problems were. Once again, the same situation resulted. You had to come out with me because the job had not been done properly. This , due to the fact that I needed the car to travel to City, meant once again that I took the car away with the understanding that any further problems could mean a return trip to your Service Centre at another time, despite the fact that I had already wasted a great deal of my time. I travelled to City , the problem continued and after consulting you on the phone again explained that I would try the City Service Centre which I did.

After observing the car, the Service Personnel at City recognised the problem and my frustration and fixed the rattling on the dashboard( though it has once again flared up ). Nevertheless, they have stated that they could not afford to correct the ‘creaking ’ sound of the car and that it should be repaired by ___________ The City Service Centre actually PHONED YOU and made you aware of the situation and I was told that I should phone you to make an appointment.

THIS I DID IN DECEMBER 1998 AND I AM STILL WAITING FOR A RETURN CALL. The consultant I spoke to let me know that he would pass on the message to you.

I can assure you that this is the last time that I come directly to you with this matter. It is only because I am not a person who wishes to make trouble for anyone, that I am consulting you again. I can assure you, however, that if my vehicle is not properly serviced when I come in for my 22,500 kms service this Wednesday April 23 at 7.30 am, I will not hesitate to see your manager and to cease any business with your Service Centre. I also do not expect to have to repeat what the problem is again and I would also wish to be treated like the intelligent person that I am and not " taken for a ride " in more than one sense of the word.

I am certain that my wishes will be carried out in accordance with the service that Hyundai is praised for and for which it has achieved awards. Allow me to quote from the recent Customer Service Survey.

" Time and distance change many things, but neither will alter our eagerness to continue to improve in providing our valuable owners with the best in professional care and attention "

This is the care that is owing me and my vehicle.

I will ask for you when I come in on Wednesday to ensure that you have received this letter.

Your sincerely

Mr. Smith2