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Direct claim A Not-so-Smart TV

Thomas Heffernan requests a discount on a Samsung TV after experiencing repeated issues with an Insignia TV purchased from Digital Depot. He argues that due to the inconvenience and dissatisfaction from the faulty products, Digital Depot should sell him the Samsung Model UN50KU6300 at the same price as the Insignia. He believes this would demonstrate the company's commitment to customer satisfaction and hopes for a positive resolution to his experience.

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20 views

Direct claim A Not-so-Smart TV

Thomas Heffernan requests a discount on a Samsung TV after experiencing repeated issues with an Insignia TV purchased from Digital Depot. He argues that due to the inconvenience and dissatisfaction from the faulty products, Digital Depot should sell him the Samsung Model UN50KU6300 at the same price as the Insignia. He believes this would demonstrate the company's commitment to customer satisfaction and hopes for a positive resolution to his experience.

Uploaded by

cocava
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Group 5 - Lê Vi Dân – 21041397

Direct claim: A Not-so-Smart TV


Topic 6.12: After you receive an unexpected bonus, you decide to indulge and buy a
new 4K Ultra HD TV. You conduct research to compare prices and decide on an
Insignia 50-inch LED HD TV Model NS-50DR710. You find a great deal at Digital
Depot for $399.99 plus tax. Although the closest store is a 30-minute drive, the price
is so good you decide it's worth the trip. You sell your old TV on Craig's List to
make room for the Insignia and spend several hours installing the new set. It works
perfectly, but the next day when you turn it on, nothing happens. You check
everything, but no matter what you do, you can't get a picture. You're irritated! You
are without a TV and have wasted hours hooking up the Insignia. Assuming it's just
a faulty set, you pack up the TV and drive back to Digital Depot. You have no
trouble returning the item and coming home with a second Insignia TV.
Again you install the TV, and again you enjoy your new purchase. But a few days
later, you have no picture for a second time. Now you are fuming! Not looking
forward to your third trip to Digital Depot, you repack the Insignia television and
return it. The customer service representative tries to offer you another Insignia
model, but you decline. You point out all the trouble you have been through and say
you would prefer a more reliable TV from a different manufacturer that is the same
size and in the same price range as the Insignia. Digital Depot carries a Samsung
(Model UN50KU6300) that fits your criteria, but at $749.99, it is more than you had
budgeted. You feel that after all the problems you have endured, Digital Depot
should sell you the Samsung at the same price as the Insignia. However, when you
call to discuss the matter, you learn that the local sales manager isn't authorized to
make this decision. You are told to submit a written request to the regional office.
Your Task. Write a direct claim e-mail to Christopher Sanchez, Regional Manager
at Digital Depot, in New Orleans, Louisiana, asking him to sell you the TV for less
than the advertised price.

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To: Christopher Sanchez <[email protected]>
From: Thomas Heffernan <[email protected]>
Subject: Request for Discount on Samsung TV (Model UN50KU6300)
Date: March 27, 2024

Dear Mr. Sanchez,

Please let me buy a Samsung TV (Model UN50KU6300) for the same price as the
Insignia 50-inch LED HD TV Model NS-50DR710 that I purchased last week. I
believe it is appropriate action to compensate for the recent issue I encountered.

On March 20, 2024, bought an Insignia 50-inch LED HD TV (Model NS-50DR710)


from your store. Unfortunately, the TV proved to be malfunctioning, failing to
generate any image after only one day of usage. As a result, I returned the TV to
your store and exchanged it for a replacement. Regrettably, the replacement Insignia
TV experienced the same issue after a few days, prompting me to return to Digital
Depot once again.

This time, I opted for an alternative solution rather than risk encountering the same
problem a third time. I requested to exchange the Insignia with a more reliable TV
from a different manufacturer. I was interested in the Samsung Model
UN50KU6300, which met my requirements for size and features. It had a higher
price, but considering the inconvenience and disappointment I experienced, I
respectfully requested that Digital Depot offer me the Samsung TV at the same price
as the Insignia TV, $399.99 plus tax. I discussed this matter with the local sales
manager, but he was not authorized make decision. Therefore, I have to submit this
request to you, the Regional Manager.

I kindly ask for your approval for my request. This adjustment would turn this
negative experience into a positive outcome and demonstrate Digital Depot’s

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commitment to customer satisfaction. After all, I am very impressed with the
professional service attitude at your store and really want to come back in the future.

Sincerely,
Thomas Heffernan

Thomas Heffernan | [email protected]


2300 Austin Street | Houston, TX 77074
032-8888-258

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