Dear Mr. Spanky, We are writing to you in response to your grievances. Our Company takes a serious view of all our customers’ feedback. We have discussed your matter with the sales personnel involved and have a complete picture of the situation. Do allow us to explain our stands. First of all, Kenneth has handed in his resignation to the company. As this position holds certain responsibilities, we will not announce a resignation lightly. With regards to the tile selection process, usually this is done only when the contract has been signed with the customers. However, we do understand that some customers prefer to see and feel the materials (tiles) that we will be providing. As such, we do bring the customers to see the tiles available before the signing of the contract. We have also requested from Kenneth all of the emails correspondence that he has with your good self. In the emails dated 14th August, 7th & 16th September - there were amendments in the original quotation which included additional requests by you – for which you had request prices to remain unchanged (at pre-addition). Also, the Terms & Conditions were amended by you including additional discounts that you have added without consent or agreement with our Sales Person involved or in short, without our Company’s approval. When a quotation is given to a customer, it’s the customer’s right to accept or otherwise. Likewise, when negotiation enters into the picture, and a customer request for discounts etc, it is then up to the company to accept & honor the new priced terms which if agreed and accepted by our Company, a new Contract with the agreed discounts, Terms and Conditions will be drawn up. In view of this, our Company cannot simply allow our Contract Terms & Conditions to be amended at will by anyone – be it our Sales Personnel or our valued customers. As a company, we did not make up our Terms & Conditions lightly; this was done with lots of consideration, and also to minimize any possible misunderstanding with the customers. Urban Design is a professional & service oriented company, and we do try our best, within reasonable means to meet our customers’ needs & requirements. In the odd circumstances of misunderstanding that do arise; we always try to resolve the issues professionally and in a harmonious way. In conclusion, we do apologize if there’s any misunderstanding, and we are unable to comply with the prices & terms that you wish to impose in the contract. We do sincerely wish you all the best in finding another ID who will be able to meet all your needs & in your endeavors.
