Question 4. (Answer must be collectively 200 to 250 words)

1. As Mr. Marwan Ali Ahmad Al Amri- Sales Manager of the Mac Computer Hardware store Al-Qurm Muscat, write a reply letter to the purchase manager of Saud Bahwan IT division, who has recently written a complaint letter to you (above question 3) complaining about the improper functioning of some keyboards and computer Mouse models that he had purchased from your store.

Try to pacify the angry customer and give a reasonable solution to his complaint. (7 Marks)

2. Discuss the features of a good complaint letter. (3 Marks)