You run a popular restaurant for owner Joseph Grimes, and patrons have been telling you that they would like it if you installed a television in the dining area. After some hesitation, you decide to buy a late-model ultra HD 4K TV. You conduct research to compare prices and decide on a Samsung QLED Q90R 65" 4K UHD TV (QN65Q90RAFXZA). You spot the TV at Commander Electronics for $2,597.99 plus tax, the lowest price you could find for the model PC Magazine has selected as “Best for high-end home theaters.” Although the closest Commander Electronics store is a 35-minute drive, the price is so good you decide it’s worth the trip. You and one of the servers spend a good hour mounting the new QLED TV on the wall and setting it up. It works perfectly, but the next day when you turn it on, nothing happens. You check all connections, but no matter what you do, you can’t get a picture. You’re irritated! You are without a TV and have wasted time hooking up the Samsung. Assuming it’s just a faulty set, you pack up the TV and drive back to Commander Electronics. You have no trouble returning the item and drag a second Samsung, the same model, into your dining room. Again you set up the TV, hook it up to the restaurant’s cable receiver, and are pleased with the new purchase. Your customers seem to enjoy the TV that plays on mute with captions. But a few days later, you have no picture for a second time. Now you are fuming! Not looking forward to your third trip to Commander Electronics, you repack the Samsung television and return it. The customer service representative tries to offer you another Samsung TV, but you decline. You point out all the trouble you have suffered and ask for a more reliable TV from a different manufacturer in the same price range and size as the Samsung. Commander Electronics is selling a comparable LG 65" 4K UHD HDR Smart OLED TV (OLED65C8PUA) and carries a larger Sony 75" 4K Ultra HD Smart LED TV (XBR75X940E) that also fits your criteria. However, at almost $3,000 both sets cost more than you had budgeted. You feel that after all the problems you have endured, Commander Electronics should sell you the Sony or the LG at the same price as the defective Samsung. However, when you call to discuss the matter, you learn that the local sales manager isn’t authorized to make this decision. You are told to submit a written request to the regional office.

Your Task. 

Write a direct claim e-mail to Louis Estrada, Regional Manager at Commander Electronics, in Atlanta, Georgia, asking him to provide your restaurant with one of the alternative TV sets for less than the advertised price.