Nutri$-$Veg has been doing business with ComputerTime since I was hired six years ago. Our company has $3000$ retail stores throughout North America. We are the largest retailer globally of nutritional products, such as vitamins, minerals, and herbal supplements. Our customers are served by salespeople who use our products and receive extensive training. Our online store continues growing in popularity.

Our department now has $15$ employees. As accountants, we need to have our computers working so that we can do our jobs. The DVD recorder we bought for my assistant, Suzanne, has been a problem. We've taken it in for repairs three times in three months to the authorized service centre, and Suzanne is very careful with the machine and hasn't abused it$.$ After all those repairs, it still doesn't work right, and she's tired of hauling it back and forth. We're all putting in longer hours because it is our busy season, and none of us has a lot of spare time.

This is the first time we've returned anything to your store, and I hope you'll agree that we deserve a better deal.

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Dear Customer Service Representative:

Can you please exchange the faulty DVD record$/$play drive $($Olympic Systems, Model PRS$-2)$ that Nutri$-$Veg purchased on November $15,2019?$ The drive began malfunctioning soon after my assistant installed it on her computer $($an HP Compaq dc$5100),$ and we've had trouble with it ever since.

We took the drive to the authorized service centre and were assured that the problem was merely a loose connection. The service representative fixed the drive, but in April we had to have it fixed again$-$another loose connection. For the next three months, the drive worked reasonably well, although the recording time was occasionally slow. Two months ago, the drive stopped working again. Once more, the service representative blamed a loose connection and made the repair. The drive is again operational, but it occasionally makes odd noises and takes an inordinate amount of time to record a disc.

Although all the repairs have been relatively minor and have been covered by the one$-$year warranty, we are not satisfied with the drive. We would like to exchange it for a similar model from another manufacturer.

Nutri$-$Veg has done business with your store for six years, and we look forward to purchasing from you in the future after this matter is resolved successfully.

Please let us know your answer by September $20.$

Sincerely, Jill Saunders

Accounting Supervisor

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