Complaint Letter

PT JAYA PERMAI
Jl. Nusa Indah No.21
Jakarta 25790



04th Jan 2011


PT. NUSA INDAH NASIONAL
Jln. Melati No.21
Jakarta 486351

Dear Customer Service Manager;

In the last 10 years, I have used your law care products on many occasions and I have been highly satisfied with the results. However, I recently purchased a lawn mower from your company and I have been dissatisfied with the product.
First of all, when I unpacked the product and begin assembly, I found that I was missing the plastic mower guard and cap cover, which reluctantly took 12 weeks to get delivered. Secondly, I noticed after the second use that the lawn was cutting in an irregular manner. Upon further inspection I noticed that the mower blade was rotating at an angle.
I went to local store where it was purchased and they chuckled as I explained my dissatisfaction with the product. They were rude and unhelpful, claiming that I must have hit something in my lawn.
When I took the blade off, I noticed that the mower was not put together properly and a welded edge on the coupler had split open. This was not due to operation or misuse. I verified this with a local lawn mower service company.
Since your company claims to be the “Leader in Customer Satisfaction” with a no hassle 1 year guarantee on all products, I would like to request that your store look into this matter and provide a refund.

Sincerely,




(Sri Wahyuni)