November 17, 2012 Dear Customer Service Manager, I am writing concerning an incorrect item that was shipped to me from your company. I have attempted to resolve this matter through normal channels, but the issue has not been settled to my satisfaction. I hope you can understand my position and assist me with this matter. On November 1, 2012, I placed an online order for an X140 cell phone adapter. My shipment arrived within the promised number of days. I opened the package and found a box bearing a picture of a Q325 adapter, which was not the product I ordered. I then noticed that, although the box seemed to indicate it was the wrong item, the bar code sticker affixed to the box stated that it was indeed the X140 adapter I was expecting. Thinking that the product must have just been placed in an incorrect box, I broke the seal and opened it, only to find that it was in fact a Q325 adapter, which I did not order. I then attempted to use your online form to submit my item for return. When entering my information, I checked the box next to the option that indicated that the product had indeed been opened. Your website then informed me that the product could not be returned. Knowing that there must be a way around this problem, due to the circumstances, I decided to call. I called on November 8th and spoke with Henry in your customer service department. I explained the situation, only to be informed that opened products were non-returnable. I acknowledged that I understood this. However, I reasoned that I only opened the box because it appeared that it might be the correct product, in which case I would have no reason to return it. Rather than accommodating me, Henry continued to insist that I was stuck with this $35 adapter that is of no use to me. Henry initially resisted when I ask to speak with a supervisor, suggesting that “they would just end up telling me the same thing.” However, when I insisted, Henry finally agreed to have a manager return my call. Because that was late on a Friday, I did not expect to hear from anyone until Monday. Then after receiving no call all day, I called back on Tuesday morning, November 12th. I spoke with Megan, who reviewed my account and informed me that there was no record of my conversation with Henry and that no request had been submitted for a manager to call me. She promised that someone would do so that same day. Five days later, I have yet to receive a call. While I understand and respect your company’s policy regarding the return of opened packages, I am sure that you also understand the reason that I had to open this particular box to see which product was actually inside. I do not feel that I should be unfairly punished for your company’s packaging error. As a result, I am requesting that your company ship me the correct X140 adapter immediately to rectify this problem. In return, I will ship the incorrect Q325 adapter back to you. I also expect that the $7.35 cost to ship the return item will be refunded to the card I used to make the original purchase. Please contact me to confirm that these actions are being taken. I am anxious to resolve this issue quickly and to be able to continue doing business with your company in the future. Thank you in advance for your assistance. Sincerely, Daryl Yeager (123) 555-0198