Jeg skrev en ny e-post til University of Sunderland, som jeg tror at nok gjør seg vanskelige

Erik Ribsskog <eribsskog@gmail.com>

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FW: Complaint to the Chief Executive of the University of Sunderland

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Erik Ribsskog <eribsskog@gmail.com>	Wed, Sep 2, 2009 at 9:52 AM
To: David Donkin <david.donkin@sunderland.ac.uk>
Hi, you write that the English-test I took at Sunderland, was an informal one. But it wasn't, as I understood it. All Study-abroad students had to take this test, in one of the first weeks, of the term. And test-results were put up, on message-boards, in the language-center hall, and only those who had the score 'A', didn't have to take English-classes. So it was nothing informal with this test, at all, I can't see that I wrote that it was an informal test, it was an obligatory test. I hope it's easier for you to understand now, this should be piece of cake to understand what I mean, for the university. Yours sincerely, Erik Ribsskog On Wed, Sep 2, 2009 at 9:30 AM, David Donkin <david.donkin@sunderland.ac.uk> wrote: Dear Mr Ribsskog Thank you for letting the University know about your recent customer support experience. We take all complaints very seriously indeed and wherever possible use them as an opportunity to make any needed improvements. I am attaching a letter to you that gives the results of my investigation into your complaint. I hope it adequately explains the issues but if anything remains unclear please do not hesitate to let me know. Regards David David Donkin Assistant Director Student Recruitment and Business Partnerships University of Sunderland Chester Road Sunderland SR1 3SD Tel: +44 191 515 3340 Mobile +44 7771 943498

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PS.

Her er brevet jeg mottok:

 

 

Erik Ribsskog

eribsskog@gmail.com

 

28 August 2009

 

Dear Mr Ribsskog

 

Thank you for drawing to our attention the poor customer support you received when you contacted the University as a former student enquiring about your English test results.

 

I have investigated your complaint and I accept that our response to you has fallen well below the standard of customer service we would routinely expect to deliver in response to such enquiries.

 

What I have discovered is that when the Gateway team received your initial enquiry they initiated an appropriate search to try to find the answer that you needed but that they failed to reply to tell you they had done this and that it might take some time.  When you sent a reminder we again checked on the progress of the enquiry but failed to reply to let you know the current status of your enquiry.  I have identified this as a shortcoming in our process of responding to some enquiries and will address this by updating our process for handling such queries and by staff training.

 

I regret that a member of staff you asked for help failed to adequately find and give you the information you requested and this will be dealt with appropriately.

 

In terms of your English test results I understand that you undertook an informal test to identify whether you needed to study English for Academic Purposes.  Your test result showed that you did not need to study English for Academic Purposes.

However, as this was an informal diagnostic test only we did not routinely record your score and we are unable to provide any result.  If you had needed to study the formal English course we would have recorded your results in that instance.

 

I notice from your correspondence with us on this matter and from the records we hold that you appear to have ended your studies with us prematurely.  This means your current student record at Sunderland is not totally complete. If you wish to write and let us know the reasons for leaving early it could help to close your student record with us in an appropriate fashion.

 

May I thank you once again for drawing attention to this customer service issue and reiterate that we take such complaints very seriously and use them as an opportunity to improve our policies and processes.

 

Yours sincerely

 

 

David Donkin

Assistant Director Student Recruitment and Business Partnerships