[Mr Brooksy]

Why? Simple, a letter hardly ever works. And yes a salesperson has been stuffed around and is separate to the service dept, but at the end of the day they still work for the one company. Not to mention that most negotiations end up in the ear of a head manager anyway. In my experience, that is the only level of management that will take any notice. A letter from a name with no face, with a statement that you won't be going back anyway gives very little reason to make any change. Why, because that person with that issue won't be giving their business anyway.