12 Nov, 2010 Dear sir/madam, Central Heating System I am writing to complain about the absence of follow-up service supposedly to be provided by your agency a week ago. We are the tenants of a house rented from your agency. My address is House 1, Green Villa, 1 Greenway Road, Shatin. The central heating system has been out of order since I moved in last Monday on 3 Nov 2010. I called your agency to report the case on the same day and your agency promise to arrange for a repair service the next day.
However, no one showed up on 4 Nov 2010 and your agency did not call us to offer an explanation. I have kept calling your agency ever since and requested for immediate action. Your Customer Service Officer kept telling us that the technician would see to the problem the next day. I already made a verbal complaint to your Customer Service Manager, Mr. Douglas on 9 Nov 10, who promised us that he would personally follow up with our case and a repair service would be available on 10 Nov 10 definitely. However, we were let down again.
We are furious with your sub-standard service across all levels in your agency which have caused us unnecessary sufferings. Do I really have to mention that it is freezing cold outside and the temperature is below -8? Can you imagine how my family can survive under such extreme weather without the heating system. I have two very young children and a pregnant wife. You are given a very last chance to fix the problem by arranging repair service by 14 Nov 10 and we demand a formal apology from your company.
Otherwise, I will ask for a repair service from another vendor and of course, the cost will be recovered from the rent to be paid next month. According to the lease, we are entitled to a fully-furnished house with all basic facilities available including the central heating system. I suspect that the heating system has been broken down a long time ago before we moved in and your agency cheated us into taking this house without any intention to fix the system. If no action is taken by 14 Nov 10, I will complain to the Consumers’ Right Protection Association.