Polk State Communication Unlimited
520 Kentucky Ave.
Lakeland, FL 33801
September 11, 2020
Ms. Patricia Elliot-Jimenez
853 Hillsborough Ave.
Ybor City, FL 35820
Dear Ms. Elliot-Jimenez,
I am the assistant manager at Polk State Communication Unlimited (PSCU). I am writing to the
software-supply company (Software Solutions) that developed your new customer service
database because the level of service and technical support to date has not met my manager’s
expectations. We truly would like to keep the relationship that has already been established, but
guidelines have not been met on your end of the deal.
The first issue being, we have had issues with the systems many times regarding the telephone
calls from your employees to the software help department are often not returned in a timely
fashion. Sometimes they are not returned at all. As a company you should know how frustrating
this can be, we just would simply like that fixed since it’s so hard to get ahold of anyone.
Secondly, the software-assistance personnel often blame your hardware for the problem;
however, when consulted, the hardware representative reports that the problem is with the
software. Since I do not know who to blame please figure out this issue so I can move on. I
would just like the service that you are providing.
Lastly, I have been promised monthly in-service training sessions that I have not been
scheduled for in the past three months. This is an issue on its’ own, this is the final straw, I am
in need of service that Software Solutions can not properly provide,
For these reasons my company is considering not paying the software provider the remaining
30 percent of the purchase amount. However, this is a very delicate matter because PSCU has
already invested thousands of dollars in the software system and would like to resolve the
problem without losing the investment. We hope to resolve this troublesome issue.
Thank you so much for your valuable time and we hope for a better relationship in the future.
Sincerely,
BranDon Brown, Manager
Software Solutions